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Get 5% additional WINTER discount by using coupon code TTG5 at checkout
Get 5% additional WINTER discount by using coupon code TTG5 at checkout
Thank you for shopping with The Timber Guy. As most of our furniture is handcrafted and carefully packed for long-distance transportation, please review the information below before placing your order.
Furniture orders, excluding smaller home-decor items, are generally transported by road through established cargo and logistics companies.
After the product is ready and dispatched, delivery normally takes approximately 3–11 days, depending on the distance from Jodhpur, Rajasthan, and the serviceability of the destination. This transit period is separate from the production time mentioned on the product page.
GST is included or applied as shown at checkout. If any additional local tax, entry permit, octroi or similar charge becomes applicable at the destination in the future, it will need to be paid or arranged by the customer.
For heavy furniture, standard delivery means delivery to the ground floor or the nearest accessible point within the premises. It does not automatically include carrying the furniture inside the home or to an upper floor.
Where available, upper-floor delivery may be arranged through the cargo company at an additional cost. We will help obtain a quotation wherever possible, and the customer may pay the agreed charge directly to the delivery team. As upper-floor handling is outside our standard service, The Timber Guy cannot accept responsibility for damage caused during separately arranged upper-floor movement.
Please ensure that the delivery vehicle and team are permitted to enter your society, building or access road. If entry is restricted, delivery will be completed at the nearest point accessible to the cargo vehicle.
Cargo companies generally do not provide open-package delivery.
Please inspect the outer packaging before accepting the shipment. If it appears torn, crushed or damaged, ask the delivery person to record this remark on the delivery receipt:
“Goods received with damaged packaging.”
This remark helps us raise and process a claim with the cargo company if the product is also found damaged after opening.
Production and dispatch may be affected by annual holidays around Holi, Raksha Bandhan and Deepawali.
During August and September, prolonged rain or high humidity may occasionally affect woodworking and polishing schedules. Delays may also occur because of severe weather, natural disasters, transport disruptions or other circumstances beyond our reasonable control.
We will always make reasonable efforts to keep customers informed if such a delay affects their order.
Free shipping is available to locations directly served by the road-cargo companies with whom we work.
Some remote locations do not have a direct cargo branch and may require an additional delivery charge. If an additional charge applies, we will inform you before proceeding so that you may accept the charge or cancel the order.
In rare cases, delivery may not be possible beyond the cargo company’s nearest branch. If we are unable to deliver your order, we will notify you and arrange a refund.
We recommend confirming delivery availability before ordering if your address is in a small town, remote district or location with limited road-cargo connectivity.
Surface delivery may be limited or unavailable in:
Please contact us before placing an order for any of these locations.
Please provide a complete delivery address, correct PIN code and active contact number when placing your order. Incorrect or incomplete details may delay delivery.
Sunday delivery, late-evening delivery and delivery within a fixed time slot cannot normally be guaranteed because scheduling is controlled by the local cargo company.
Free assembly is available for eligible dining table sets, king & queen-size beds, and sofa sets in the following cities:
Bengaluru · Delhi · Hyderabad · Kolkata · Mumbai · Chennai · Pune · Gurugram · Faridabad
If our assembly team is unexpectedly unable to provide assembly for an eligible product in one of these cities, we will reimburse up to ₹400 per set towards assembly by a local carpenter.
Required basic fittings and a spanner are supplied with applicable products to support straightforward assembly.
Free assembly applies only to selected products and serviceable cities. Please contact us if you would like to confirm assembly availability for a particular order.
We accept return or replacement requests when a product arrives:
Because solid-wood furniture is bulky and often made or finished against an order, we cannot ordinarily accept returns or exchanges for a change of mind or because the customer selected an unsuitable size.
Please check the product measurements carefully before placing your order.
Please email us within 7 days of delivery at care@thetimberguy.com if the product is damaged, defective or incorrect.
Please include:
We will assess the photographs and discuss the most suitable solution with you.
Depending on the nature and extent of the issue, we may:
Minor or moderate transit damage that can be professionally corrected may be resolved through local repair. Products with major damage may require replacement or return.
Please keep all original packaging until your request has been reviewed and resolved.
If a return or replacement is approved, the furniture must be safely repacked using the original or equivalent protective material. We do not provide packing staff or reimburse separate repacking expenses, so retaining the original packaging is important.
For an approved return, we will arrange doorstep reverse pickup. Our pickup partner will carry the required shipping documents, so you will not need to print a label or take the furniture to a cargo office.
Approved returns for damaged, defective or incorrect products do not attract return-shipping or restocking charges.
For an unshipped order cancelled within 24 hours of purchase, a 10% cancellation charge will apply.
If the order has already been shipped, the original shipping cost, return-shipping cost and 10% cancellation charge will be deducted from the refund.
If production has already begun or the product is ready for dispatch, cancellation may not always be possible.
For an unshipped order cancelled more than 24 hours after purchase, a 20% cancellation charge will apply.
If the order has already been shipped, the original shipping cost, return-shipping cost and 20% cancellation charge will be deducted from the refund.
If production has begun or the product is ready for dispatch, we may be unable to accept the cancellation.
These charges help cover payment-gateway fees, platform commissions, material allocation and production expenses already incurred against the order.
Customized and made-to-order products cannot be cancelled once the order has been confirmed and production has begun.
Customized work may sometimes require additional production time. We will make reasonable efforts to communicate any material delay.
Approved refunds will be returned to the original payment method.
After we initiate the refund, the payment provider or issuing bank normally takes approximately 3–5 working days to process it. Bank, card or EMI-related interest and charges are governed by the customer’s agreement with the relevant bank or finance provider.
If The Timber Guy must cancel all or part of an order because we are unable to fulfil it, we will notify the customer and refund the amount paid for the cancelled item or portion of the order. We do not provide compensation or interest on paid amount.
If you have any questions about delivery availability, assembly, damage reporting, cancellation or refunds, please contact us before placing your order. We will be happy to help.
Email: care@thetimberguy.com
Phone: +91-7737013601
These terms are subject to applicable Indian law. Any disputes shall be subject to the jurisdiction of the courts in Jodhpur, Rajasthan.
THE TIMBER GUY
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