Shipping policy

From Our Workshop to Your Adventure.

We know the excitement of waiting for new gear. That's why every WOOD&BURN product is carefully inspected, securely packaged, and shipped through trusted global carriers—so it's ready for your next adventure the moment it arrives.

At WOOD&BURN, we're committed to delivering premium outdoor gear safely, efficiently, and reliably—wherever your outdoor journey begins.

Order Processing

All orders are processed within 1–5 business days after payment confirmation.

Please note:

  • Orders are not processed on weekends or public holidays.
  • Processing times may be extended during product launches, promotions, peak seasons, or holiday periods.
  • Every product is carefully inspected and securely packaged before shipment.
  • Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Shipping Availability

WOOD&BURN currently ships to most countries worldwide.

However, shipping may not be available to certain countries or regions due to carrier restrictions, sanctions, customs regulations, or local import policies.

If your destination is unavailable during checkout, please contact our team before placing your order.

Shipping Rates

Shipping costs are automatically calculated during checkout based on:

  • Shipping destination
  • Package dimensions and weight
  • Selected shipping carrier and service level

The applicable shipping charge will be shown at checkout before the order is placed. Import duties, taxes, customs fees, and other third-party charges are handled separately under the “Customs, Duties, Taxes & Import Clearance” section of this policy.

Shipping Methods

We currently ship internationally through trusted global carriers, including:

  • FedEx
  • EMS (Express Mail Service)
  • Other approved international shipping partners when applicable

Available shipping methods may vary depending on your destination and the products ordered.

Estimated Transit Times After Dispatch

Orders are processed within 1–5 business days after payment confirmation, as described in the “Order Processing” section above.

The estimated transit times below begin after the order has been dispatched and do not include order processing time.

Destination Estimated Transit Time
South Korea 2–5 business days
Japan 3–10 business days
Taiwan 3–10 business days
Other destinations in Asia 3–10 business days
Australia & New Zealand 8–15 business days
United States & Canada 8–15 business days
Europe 8–15 business days

For destinations not listed above, transit estimates vary depending on the destination and available carrier service. Where available, an estimate will be shown at checkout or may be requested from WOOD&BURN before ordering.

The total estimated delivery time consists of the order processing time plus the applicable transit time shown above.

Estimated transit and delivery dates are not guaranteed and may be extended due to customs clearance, carrier delays, weather conditions, public holidays, or local transportation conditions.

Tracking and Shipment Updates

When a shipment has been prepared for dispatch and tracking information becomes available, WOOD&BURN will send a shipping confirmation email containing the carrier name and tracking number. Where reasonably practicable, the confirmation will also identify the products or packages included in that shipment.

The creation of a tracking number or a status such as “Label Created” or “Shipment Information Sent” means that the shipment information has been submitted to the carrier. It does not necessarily mean that the carrier has physically received or scanned the package.

Please allow up to 24–48 hours after the shipping confirmation or carrier pickup for tracking activity to appear. A short period without a new scan does not necessarily mean that the shipment has stopped moving or has been lost.

Orders dispatched in multiple packages may have separate tracking numbers, carriers, dispatch dates, and estimated delivery dates. Please review all shipping confirmations and tracking numbers in accordance with the “Partial Shipments” section of this policy.

Tracking events, locations, and estimated delivery dates are provided by the carrier and may be updated, delayed, corrected, or temporarily unavailable due to:

  • Time between carrier scanning locations

  • International transportation

  • Customs inspection or clearance

  • Weekends or public holidays

  • Severe weather or transportation disruption

  • Technical or carrier network issues

Please contact WOOD&BURN promptly if:

  • A tracking number remains invalid or inactive for more than 2 business days after the shipping confirmation

  • Tracking has not been updated for more than 7 business days

  • The applicable estimated transit window has passed without delivery

  • Tracking shows “Delivered” but the package cannot be located, preferably within 7 days of the delivery status

  • Tracking shows a delivery exception, return-to-sender status, customs hold, or other issue requiring assistance

If tracking shows “Delivered” but the package cannot be located, please first check the confirmed shipping address, household members, reception desk, parcel locker, nearby delivery locations, and any photograph or notice provided by the carrier.

WOOD&BURN will review the available tracking information and, where appropriate, work with the carrier to investigate. Customers may be asked to provide additional information or cooperate reasonably with the carrier’s investigation or claims process.

A tracking status, including “Delivered,” is relevant evidence but does not by itself determine whether the shipment was correctly delivered or whether responsibility has transferred. Missing, delayed, damaged, or misdelivered shipments will be handled in accordance with the “Delivery Responsibility” and “Damaged, Missing, or Lost Shipments” sections of this policy.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.

Shipping Address and Delivery Information

Customers are responsible for providing complete and accurate shipping information when placing an order.

Before submitting your order, please verify your:

  • Full shipping address

  • Postal code

  • Recipient’s full name

  • Valid contact phone number

  • Any building, unit, access, or delivery instructions required by the carrier

A valid phone number is required for international shipments because the carrier or customs authorities may need to contact the recipient regarding delivery or customs clearance.

If you need to correct or change your shipping information, please contact WOOD&BURN in writing as soon as possible. We will make reasonable efforts to process the request before dispatch, but changes cannot be guaranteed once fulfillment or shipping preparation has begun.

After dispatch, any address correction, redirection, or delivery-location change is subject to the carrier’s availability and approval. Additional charges actually imposed by the carrier may apply.

If a shipment is delayed, cannot be delivered, or is returned to WOOD&BURN directly because of any of the following circumstances, we will contact the customer to discuss the available options:

  • Incomplete or incorrect shipping information provided by the customer

  • Missing or unusable contact information where contact was reasonably required for delivery

  • The recipient being unavailable after reasonable delivery attempts

  • Failure to collect the shipment after reasonable notice from the carrier

  • Refusal of delivery for reasons unrelated to a product defect, shipping damage, an incorrect shipment, or a right available under applicable consumer law

Where available, the customer may request reshipment after paying the reasonable additional shipping or carrier charges actually required for reshipment. Alternatively, the customer may request an eligible refund after the returned shipment has been received and inspected by WOOD&BURN.

To the extent permitted by applicable law, WOOD&BURN may deduct only reasonable, actually incurred, and non-recoverable third-party costs directly resulting from a customer-caused delivery failure. These may include return-to-sender shipping, address-correction charges, customs or brokerage charges imposed on the returned shipment, and any original shipping charge that is non-refundable under our Return & Refund Policy.

An itemized explanation of any deduction will be provided when the refund is processed. A restocking fee of up to 15% may apply only if the circumstances separately qualify as a voluntary customer-initiated return under our Return & Refund Policy and the fee is permitted by applicable law. It will not apply automatically solely because delivery failed. No separate payment processing fee will apply.

No additional shipping charge or deduction will apply where the delivery problem resulted from an error by WOOD&BURN or the carrier, including dispatch to an address different from the address confirmed in the order, carrier misdelivery, shipping damage, a manufacturing defect, an incorrect item, or missing components.

If WOOD&BURN or the carrier is responsible for the delivery problem, WOOD&BURN will provide an appropriate remedy without additional cost to the customer, in accordance with our Return & Refund Policy and applicable consumer law.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.

Customs, Duties, Taxes & Import Clearance

International orders may be subject to import duties, VAT, GST, local taxes, customs processing fees, brokerage fees, or other charges imposed by the destination country, customs authorities, or the carrier.

Unless expressly stated as included at checkout, these charges are not included in the product price or shipping charge paid to WOOD&BURN and are the customer’s responsibility. Any taxes or import charges collected by WOOD&BURN at checkout will be shown in the order summary.

The type and amount of any import charges are determined by the destination country’s laws, customs authorities, and applicable carrier procedures. WOOD&BURN cannot guarantee the amount of charges that may be assessed. Customers should consult their local customs authority before ordering if they require an estimate.

The recipient is responsible for cooperating with the import clearance process, including:

  • Providing any information or identification reasonably required by customs authorities or the carrier

  • Responding to customs or carrier communications within the requested period

  • Paying applicable import charges that were not collected at checkout

  • Collecting or accepting the shipment after customs clearance

WOOD&BURN will provide reasonably available shipping or order documents required for customs clearance. If you believe a customs or carrier charge is incorrect or has already been collected at checkout, please contact the carrier, customs authority, and WOOD&BURN promptly rather than allowing the clearance request to expire.

Customs inspections and clearance procedures may delay delivery. Delays caused by customs processing are outside the estimated transit time and do not necessarily indicate that a shipment has been lost.

Refusing delivery, failing to pay applicable import charges, failing to provide required clearance information, or failing to collect a shipment does not constitute an approved return and does not automatically entitle the customer to a refund.

If a shipment is returned to WOOD&BURN for one of these customer-caused reasons, the customer may request either:

  • Reshipment, subject to payment of the reasonable additional shipping, customs, brokerage, storage, or carrier charges actually required; or

  • An eligible refund after the returned product has been received and inspected by WOOD&BURN

To the extent permitted by applicable law, WOOD&BURN may deduct only reasonable, actually incurred, and non-recoverable costs directly resulting from the failed customs clearance or delivery. These may include:

  • Original shipping charges that are non-refundable under our Return & Refund Policy

  • Return-to-sender shipping charges

  • Customs duties, taxes, brokerage fees, storage charges, or carrier charges billed to WOOD&BURN

  • Other documented third-party costs directly resulting from the return

An itemized explanation of any deduction will be provided. A restocking fee of up to 15% may apply only if the circumstances separately qualify as a voluntary customer-initiated return under our Return & Refund Policy and the fee is permitted by applicable law. It will not apply automatically solely because customs clearance or delivery failed. No separate payment processing fee will apply.

If customs authorities or the carrier abandon, destroy, or otherwise dispose of a shipment because the customer did not complete the required clearance process, a refund may be reduced or unavailable to the extent permitted by applicable law. Any determination will be based on the product’s recoverability, the documented loss, and the charges actually incurred.

Import duties, taxes, or carrier fees paid directly by the customer to a customs authority, postal service, customs broker, or carrier cannot be refunded by WOOD&BURN because WOOD&BURN did not collect those amounts. The customer may need to apply directly to the relevant authority or service provider for any available refund. Amounts collected directly by WOOD&BURN will be handled in accordance with our Return & Refund Policy and applicable law.

No customer charge or deduction will apply where the customs or delivery problem resulted from an error by WOOD&BURN or the carrier, including an incorrect customs declaration, shipment of the wrong product, duplicate collection caused by our processing error, carrier misdelivery, shipping damage, a manufacturing defect, or missing components.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.

Partial Shipments

Orders containing multiple products, accessories, or packages may be dispatched separately due to stock availability, product dimensions or weight, packaging or safety requirements, carrier restrictions, or other reasonable fulfillment needs.

When WOOD&BURN divides an order into multiple shipments:

  • Each shipment may have a different dispatch date, tracking number, carrier, and estimated delivery date.

  • Where reasonably practicable, the shipping confirmation will identify the items included in each shipment.

  • The estimated transit time for each shipment begins on the date that shipment is dispatched and is calculated separately in accordance with the “Estimated Transit Times After Dispatch” section.

  • No additional shipping charge payable to WOOD&BURN will apply solely because WOOD&BURN chose to split the order, unless the customer separately requested and agreed to an additional or upgraded shipping service.

The delivery of one package does not necessarily mean that all packages in the order were shipped or scheduled to arrive at the same time. Please review all tracking numbers and shipping confirmations before reporting an item as missing.

Please contact WOOD&BURN promptly if:

  • A shipment remains undelivered after its applicable estimated transit window

  • Tracking shows “Delivered” but the relevant package cannot be located

  • Tracking has not been updated for more than 7 business days

  • A delivered package does not contain the items identified in its shipping confirmation

Any missing, delayed, damaged, or misdelivered package will be investigated in accordance with the “Damaged, Missing, or Lost Shipments” and “Delivery Responsibility” sections of this policy.

If a shipment is confirmed as lost, misdelivered, damaged in transit, or delivered with items missing before actual delivery to the customer or a designated recipient, WOOD&BURN will provide an appropriate remedy for the affected items without additional cost to the customer. No restocking fee will apply.

If the missing shipment contains components sold as part of a single product or set and the delivered components cannot reasonably be used as intended without them, WOOD&BURN will consider the complete product or set when determining the appropriate remedy.

Customs authorities, customs brokers, or carriers may process each shipment separately and may issue separate notices or assessments for import duties, taxes, brokerage fees, storage charges, or customs clearance requirements. These third-party charges are handled in accordance with the “Customs, Duties, Taxes & Import Clearance” section of this policy.

A separate customs or carrier notice for each package does not necessarily indicate a duplicate charge. If you believe the same charge has been collected more than once or was already collected at checkout, please contact the relevant authority, carrier, and WOOD&BURN promptly before the payment or clearance deadline.

For purposes of our “30-Day Voluntary Returns” policy, the return period for each separately purchased item begins on the date that item is actually delivered. If a single product or set is delivered in multiple packages, the return period begins when the final package required to complete that product or set is delivered. Any different calculation required by applicable consumer law will continue to apply.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.

Damaged, Missing, or Lost Shipments

Please inspect your order as soon as reasonably practicable after delivery. If the outer packaging appears damaged, please take photographs before opening it, where safe and reasonably possible.

Please contact WOOD&BURN promptly in any of the following circumstances:

  • If the product or package arrives damaged, or any ordered item or component is missing, preferably within 7 days after delivery

  • If tracking shows “Delivered” but the package has not been received, preferably within 7 days of the delivery status

  • If the package appears to be lost in transit after the estimated delivery window has passed or tracking has not been updated for more than 7 business days

These notification periods help us preserve evidence and begin a carrier investigation promptly. They do not automatically invalidate a claim or limit any rights available under applicable consumer law.

To help us investigate, please provide, where applicable:

  • Your order number

  • A brief description of the issue

  • Photographs of the damaged product or missing contents

  • Photographs of the outer shipping carton and shipping label

  • Photographs of the internal packaging

  • Any relevant tracking or delivery information

Please retain the product and original packaging materials until the investigation has been completed, where reasonably practicable. Failure to retain packaging will not automatically invalidate a claim, although it may affect the evidence available to the carrier.

WOOD&BURN will review the information provided and, where appropriate, work with the carrier to investigate the shipment. Customers may be asked to provide additional information or cooperate reasonably with the carrier’s claims process.

If the investigation confirms that the shipment was lost, misdelivered, damaged in transit, or delivered with items missing before actual delivery to the customer or a designated recipient, WOOD&BURN will provide an appropriate remedy in accordance with our Return & Refund Policy and applicable consumer law. Authorized return shipping costs will be covered by WOOD&BURN, and no restocking fee will apply.

Manufacturing defects or latent faults that were not caused by shipping are handled separately under our Return & Refund Policy and applicable warranty terms. The preferred 7-day notification period above does not apply as a limitation period to those claims.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.

Order Changes and Cancellations

If you need to change or cancel an order, please contact WOOD&BURN in writing as soon as possible and include your order number.

Before dispatch, WOOD&BURN will make reasonable efforts to process the requested change or cancellation. A request is not confirmed until WOOD&BURN provides written confirmation, and changes or cancellations cannot be guaranteed once order processing, packing, or shipping preparation has begun.

If WOOD&BURN confirms the cancellation of an entire order before dispatch, all amounts paid for that order, including shipping charges, will be refunded. No restocking fee or separate payment processing fee will apply.

Once a shipment has been handed over to the carrier, WOOD&BURN may be unable to recall the package or stop delivery. The order will then be handled in accordance with our Return & Refund Policy. The customer may be required to receive the shipment and follow the authorized return instructions.

This operational limitation does not prevent the customer from exercising any cancellation, withdrawal, return, refund, or other right available under applicable consumer law, whether before or after delivery.

Requested changes involving the products, quantities, destination, shipping method, taxes, or import charges may require the existing order to be cancelled and a new order to be placed. Shipping-address corrections are also subject to the “Shipping Address and Delivery Information” section of this policy.

If WOOD&BURN cancels all or part of an order because we are unable to fulfill it, we will refund all amounts paid for the affected products, including any shipping charges attributable to them. No restocking fee or payment processing fee will apply.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.

Delivery Responsibility

A carrier’s “Delivered” status is evidence of delivery but is not, by itself, conclusive if the customer reports non-receipt, misdelivery, or damage that occurred during transit.

If tracking shows that a package has been delivered but it cannot be located, please first check the shipping address, household members, reception desk, parcel locker, and any location identified in the carrier’s delivery notice. If the package is still missing, please contact WOOD&BURN promptly and, where reasonably practicable, within 7 days of the delivery status.

WOOD&BURN will review the available tracking information and work with the carrier to investigate the delivery. Customers may be asked to provide additional information or cooperate with the carrier’s claims process.

If the investigation confirms that the package was lost, misdelivered, or damaged before actual delivery to the customer or a person designated by the customer, WOOD&BURN will provide an appropriate remedy in accordance with our Return & Refund Policy and applicable consumer law.

Once the package has been physically delivered to the customer or a designated recipient, WOOD&BURN is not responsible for theft, loss, or damage occurring afterward, unless the issue resulted from a manufacturing defect, damage already present at the time of delivery, or another matter for which WOOD&BURN remains responsible under applicable law.

Claims involving unattended delivery, a customer-authorized delivery location, or specific delivery instructions will be reviewed based on the customer’s instructions, the carrier’s delivery evidence, and applicable law.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.

Events Beyond Our Reasonable Control

WOOD&BURN will not be responsible for a delay to the extent that it is caused by circumstances beyond our reasonable control, including but not limited to:

  • Natural disasters or severe weather conditions

  • War, terrorism, civil unrest, or public emergencies

  • Epidemics, pandemics, or government-imposed restrictions

  • Labor strikes or widespread transportation disruptions

  • Unexpected border closures or extraordinary customs delays

  • Carrier network disruptions or other comparable events beyond our reasonable control

Where reasonably practicable, WOOD&BURN will notify affected customers, provide available information about the delay, and take reasonable steps to minimize its impact.

Estimated processing, transit, or delivery times may be extended for the duration of the relevant event. However, an event beyond our reasonable control does not remove our obligation to provide the purchased products or an appropriate remedy where required by applicable consumer law.

If an affected order cannot be dispatched or delivered within the original estimated period, WOOD&BURN will provide a revised estimate where reasonably possible. The customer may be asked to allow a reasonable additional period for fulfillment, delivery, or a carrier investigation.

If WOOD&BURN is unable to fulfill the affected order within a reasonable additional period, or if the shipment is confirmed as lost or permanently undeliverable, the customer may cancel the affected undelivered items and receive a refund of the amounts paid for those items, including any shipping charges attributable to them. Where available and agreed with the customer, WOOD&BURN may instead provide a replacement shipment.

No restocking fee, payment processing fee, or return shipping cost will apply to a cancellation or refund for products that were not delivered due to an event covered by this section.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.

Customer Support

For assistance with an order, shipping, customs clearance, tracking, delivery, or an authorized return, please contact WOOD&BURN by email:

Email: master@woodandburn.com

To help us identify and review your request, please include the following information where applicable:

  • Your order number

  • The full name and email address used to place the order

  • The recipient’s name and destination country

  • The relevant tracking number

  • A clear description of the issue

  • Any reasonably relevant photographs, videos, carrier notices, or customs documents

Please do not send payment card details, account passwords, or identification documents that are not reasonably necessary to resolve your request.

Customer support inquiries are reviewed on business days, and we aim to respond as soon as reasonably practicable. Response times may vary depending on weekends, public holidays, time-zone differences, seasonal demand, the complexity of the request, and whether coordination with a carrier or customs authority is required.

For time-sensitive requests involving an order change, cancellation, shipping-address correction, customs deadline, or active delivery issue, please contact us immediately and clearly identify the urgent issue in the email subject line.

Sending a request does not by itself confirm an order change or cancellation, suspend order processing, redirect a shipment, or extend a deadline imposed by a carrier or customs authority. A change or cancellation is confirmed only when WOOD&BURN provides written confirmation.

If a carrier or customs authority requires payment, information, or documents by a stated deadline, customers should respond directly to that request while also contacting WOOD&BURN for assistance. We will provide reasonably available information or shipping documents where appropriate, but decisions and processing times controlled by carriers, customs authorities, or government agencies remain subject to their procedures.

Incomplete information may delay our review, but failing to include every requested item in the initial inquiry will not by itself limit any right or remedy available under applicable consumer law.

Nothing in this section limits any rights or remedies that cannot be excluded under applicable consumer law.