Customer Support

Frequently Asked Questions

That's an excellent question, especially since we all want to make choices that are best for reducing our impact on the environment. We are working to sign up Treecycling Regional Manufacturers throughout the US and Canada, and eventually throughout the world, so that when your order comes in it will be made by a local wood crafter near to where you want your order shipped. That will not only reduce shipping costs, it will also reduce the fossil fuels burned in the process of getting your kit where you want it to go. Meanwhile, we will always ship from the manufacturer who is closest to you. We use a program that compares shipping rates of the major carriers based on the weight and distance your package has to travel and we pick the least expensive option. There's a saying in business: You can have it Fast, Cheap and Good - pick 2.! We are set on the "Good" and we'll do our best to get it to you fast at the lowest cost by one of the major providers. You'll get an email notification when your order is shipped and how to track it.

We are located in California, USA, so our customer support is available during normal business hours Pacific Time - 8:00 AM to 5:00 PM Monday through Friday and Saturdays from 9:00 AM to 2:00 PM. Sundays, we are out having fun!

Oh no! We try really hard to check and recheck to make certain everything is included in your package. But mistakes happen. We always recommend that the first thing you do, as soon as your package arrives, to lay out the parts and check them against the packing list. If anything is missing, please contact us as soon as possible, by email (help@iwoodkits.com) or phone during regular business hours ( 9:00am - 5:00 pm Pacific Time) and we will rush the missing part to you ASAP.

Most I WOOD kits are designed to be easy to put together, but hey, we understand that not everyone is good at building stuff. We tried to make our instructions as simple as possible and most of our kits have a video too. But if you are still having problems, we are happy to help. Send an email to help@iwoodkits.com or call 1-760-525-1915 during normal business hours (9:00 am to 5:00 pm Pacific Time) and we will be there for you. For the more complex kits, such as structures, you might be able to hire a Treecycling Regional Manufacturer to construct the unit for you.

Because we are a small business, working with local manufacturers, despite our best efforts, mistakes can happen. We want to make certain that the item you receive meets up to your expectations. If not, we will do our best to resolve the problem and send you on your way with a smile on your face and ours! We want you to be 100% happy with your I WOOD Kits purchase. Please don’t hesitate to call (1-760-5525-1915) or email (help@iwoodkits.com) to tell us what the problem is and how we can fix it.

If there is no way we can make you 100% happy, you can return the item within 45 days of purchase, for a full refund. We are unable to refund or exchange your item if it is stained, damaged or abused. Refunds will be made in the same form of payment originally used to make the purchase.

To return your item and request a refund, please Click Here to complete and submit the Return Request Form. We will then email to you a Return Approval Sheet, along with directions for packing and shipping your item. You will be responsible for covering the return shipping fee. You should receive your reimbursement within 2 weeks of our receipt of the item.

We accept the major credit cards: Master Card, VISA, American Express and Discover as well as PayPal.