Free shipping on orders over $75 CAD·Free local pickup or drop-off
Because many of our products are custom-made and personalized—such as our engraved candle lids—we’re unable to accept returns or offer refunds due to change of mind. Each item is made to order, and personalized products cannot be restocked or resold.
We ask that you double-check all personalization details before submitting your order, including names, spelling, and uploaded images.
That said, your satisfaction means everything to us. If there’s a problem with your order—whether it arrived damaged, incorrect, or not what you expected—please contact us within 7 days of delivery at kirk@timberandsmoke.co, and we’ll do everything we can to make it right.
We stand by our craftsmanship, and we’ll repair or replace items that are damaged, defective, or incorrect at no extra cost.
For products that include photo engraving, the final result depends heavily on the quality of the image provided by the customer. We review every photo before engraving and will reach out if we believe the image is too dark, blurry, or low quality for best results.
If your photo needs to be resubmitted, we’ll contact you via email to request a replacement image or give you the option to cancel the order. We only send proofs when we feel feedback is necessary—but rest assured, we want your piece to look great too.
You may cancel your order within 12 hours of placing it—unless we’ve already begun production. After that, due to the personalized nature of our items, cancellations may not be possible.
Have a question or concern? We’re real humans and happy to help.
Email us at kirk@timberandsmoke.co and we’ll get back to you as quickly as possible.