Frequently Asked Questions
Orders & Shipping
What are your shipping options and prices?
All orders over $35 ship for free to Canada or the US. We have calculated shipping for customers outside of North America.
Most of our items ship out in about a week with a tracking number that is emailed to you. Items like our floating shelves and wooden art mosaics can take up to 2 weeks to ship out.
When an order is shipped you'll be sent the tracking number for the order and most arrive between 2-5 days for Canadian packages or 3-8 days for US packages. Times may be a bit longer if our shippers are at a high volume time like Christmas.
Unfortunately, we are not able to ship to PO boxes.
What countries do you ship to?
Currently, we ship to Canada and the continental United States. If you live outside of those areas, please get in touch with us so we can check on rates and availability for you.
Do you ship to PO boxes?
We do not ship to PO boxes, APO, FPO, DPO, or FOB at this time.
How long will it take to process my order?
All our orders are custom made to your specifications. Most orders ship out within 3 to 5 business days. Our shelves take a little longer to make, so they will ship out in 1 to 2 weeks. Be sure to check the description on your item for shipping times. We will note any specifics there.
My order hasn't arrived yet. What should I do?
All orders over $35 come with tracking, and you will receive your tracking number in your shipping notification. Check the tracking link, so you can follow your package as it travels to you. If you have any concerns about your package while it’s in transit, please get in touch with us at email@example.com.
My order arrived damaged. What should I do?
If your order arrives damaged, please get in touch with us right away. You will need to send us three pictures from three different angles so we can follow up with our shipping provider. We’ll also work with you to get your item fixed or replaced.
Can I pick up my order?
Yes! If you are local to the Ottawa, Ontario area we can set up a pick up time for your order. We have two pick up locations, one in Ottawa and one in Merrickville (about 30-40 minutes outside Ottawa).
We don’t offer pickup discounts, but it will reduce your time to receive your item.
Can I track my order?
You sure can! All orders over $35 come with tracking, and you will receive your tracking number in your shipping notification. Check the tracking link so you can follow your package as it travels to you.
What types of payment do you accept?
We accept Apple Pay, Google Pay, PayPal, Shop Pay, Visa, MasterCard and Discover.
Do you accept custom orders?
We make all our items to order, so we have some flexibility to make adjustments to our designs. If you are looking for something specific, such as a larger or smaller size, send us a message at firstname.lastname@example.org and we'll be happy to take a look.
Do you accept bulk orders?
If you are looking for a larger number of products, we can do that! Message us at email@example.com if you run into available quantity issues purchasing on the site and to find out what the turnaround time will be on your order.
About Our Products
How are your products made?
All our products are made in our log cabin workshop in Merrickville, Ontario using a combination of methods like lasers, a CNC machine, and power and hand tools. We've designed all our products thoughtfully to be both useful and beautiful, so you can enjoy them for years to come.
Are your products eco-friendly or sustainable?
The planet’s health is very important to us! All our products are created with wood, so we do our best to be respectful of this resource. We use pine from Canadian sources and we do our best to cut and assemble in a way that uses every part of our lumber. We recycle the remaining off-cuts into ash that we use in our gardens.
We color our products with water-based stains, which are kinder to the environment. Our workshop is located in an area where we cannot contaminate our water sources, so we don’t wash our paint remnants into the local water supply. Instead, we cover and reuse our paint supplies, which also cuts down on waste.
How should I care for my products?
We create all our products to be long-lasting and durable, but they need a little bit of help from you along the way.
Each product has a matte finish clear coat to help protect them from wear and damage due to use. To keep that clear coat in good shape, you should wipe your coasters, trays, and trivets with a damp cloth. If dirt or debris gets stuck in a groove, use a toothbrush or other small bristled brush to gently remove it.
While the clear coat makes our products water resistant, it does not make them waterproof. Please don’t submerge them in water or leave them to soak.
Our trivets are designed to be used to protect table finishes from the warmth of bowls and plates, but they are not intended to be used for hot pots or pans right from the stovetop or oven.
Follow these tips and your Wood Chip Decor will keep your home bright and beautiful for years to come.
How do I hang my floating shelves?
To help you get the best results from hanging your shelves, we’ve created a video and a tutorial. Click here to check it out.
What’s the Wood Chip Decor story?
We’re a woman-owned boutique woodshop. You can learn more about our story on our About page.
Are your products sold in stores?
Yes! Check our Stockists page to see where you can find our products in store.
Do you ever have sales?
We believe in value-based pricing, so we offer you the best prices for our products year-round. We do occasionally have sales and discounted items, so hop on our mailing list to be among the first to know when we do.
Do you have a mailing list I can join?
We sure do! You can join The Color Club newsletter and receive emails with printables, decor tips and trends, and special offers. Click here to join today!
What is your returns policy?
It’s important to us that you’re happy with your order, so we have a robust returns, refunds, exchange, and damaged items policy. Check it out here and email us at firstname.lastname@example.org@woodchipdecor.com if you have a problem or question we can resolve.