Customer Service

Top Customer Question

What is the status of my order?

Click on “Account & Help” at the top of our website. Choose “My Orders”. On the right hand side you’ll see a column that says “ORDER STATUS”. If it’s pending, it has not yet shipped. If it has shipped, you can view your order to get the tracking information.

How can I track my order?

We will send you an email with tracking information when your item ships. You can also click on “Account & Help” at the top of our website then “My Orders” and "View Your Order". If it has shipped, you’ll find tracking information that you can use to easily track your order.

How do I enter a promo code for an online purchase?

To use a promo/discount code, add everything to your shopping cart that you wish to purchase, then in the shopping cart area scroll down to the center section where you’ll see a box called “Discount Codes”. Enter the discount code exactly as it’s advertised and press the “APPLY” button. Your code will now apply. If you’re having trouble with a code, note that there are times when a code will have exclusions. Please be sure to read those carefully. If you’re still having trouble, we’re happy to help!

How do I change or cancel an order?

We'll be happy to help you with this process. Please call toll free 877-672-5275 (or 541-273-0925) during regular business hours Monday through Friday 8:00am to 5:00pm Pacific Standard Time. Orders cannot be changed or cancelled through our website.

How do I return or exchange an item I purchased online?

Returns can easily be handled online. If you have created an account with us, click on "Account & Help" at the top of any page and choose "Log In". After you're logged in, choose "My Orders" in your account options section. Select "Return", next to the order that contains the item(s) you’d like to return. Then fill out the Return Authorization Form. Once we receive it we'll contact you. Please remember that we are closed on weekends. If you do not have an account or prefer to call us, we'll be happy to process your return request by phone.

Standard Shipping & Ordering

Promo/Discount codes

To use a promo/discount code, add everything to your shopping cart that you wish to purchase, then in the shopping cart area scroll down to the center section where you’ll see a box called “Discount Codes”. Enter the discount code exactly as it’s advertised and press the “APPLY” button. Your code will now apply. If you’re having trouble with a code, note that there are times when a code will have exclusions. Please be sure to read those carefully. If you’re still having trouble, we’re happy to help!

Using a Gift Certificate/Card

Using a Gift Certificate/CardTo use a gift certificate, add everything to your shopping cart that you wish to purchase, then in the shopping cart area scroll down to the center section where you’ll see a box called “Gift Card”. Enter the gift card code exactly as it’s written and press the “APPLY” button. Your code will now apply. Please note that gift cards do not apply to the shipping portion of your order. If you’re still having trouble, we’re happy to help!

Payment info

All major credit cards are accepted including VISA, MasterCard, American Express, and Discover. When you sign up for a Cook Woods account, you can safely store your credit card information for ease of ordering! If you prefer, PayPal is also an option in our shopping cart.

Free Shipping & Shipping Promotions

Alaska & Hawaii

Although we do not offer free shipping to these states, we do offer a special program in place of it! Enjoy 5% off wood products that ship to Alaska & Hawaii (order must be over $75 to qualify for this discount). Discount excludes custom orders, tools, pen accessories, pen kits, gift certificates & minerals.

Free Shipping over $75 Cont. USA

We offer free shipping for orders over $75 (excludes P.O. boxes, custom orders, large slabs, pallets, tools, in store sales, or any non website item). Please note that free shipping is for standard shipping only within the Continent USA. This excludes all International shipping as well as the non-contiguous states of Alaska and Hawaii and all off-shore United States territories and possessions, which include American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, and the United States Virgin Islands.

What carrier will be shipping my item?

We use FedEx and USPS Priority Mail as our shipping carriers. Please note that our standard shipping does not include delivery confirmation. If you require a signature with your package delivery, please contact us immediately when your order is placed to make arrangements and pay the associated fees. As our system is automated, we will make every effort to add this option to your order. To ensure that you receive this option, please phone in your order during normal business hours.

General Shipping & Order Processing Info.

We calculate all shipping rates based on weight, dimensions, and the buyer’s location. Your unique shipping costs will be calculated in the shopping cart when you checkout. Please note that free shipping applies only to the continental USA with standard shipping. All other orders and expedited shipping will have shipping charges applied. We strive to process all orders within 2-3 business days but certain orders may require more time. Orders with expedited shipping will be processed as soon as possible. Please allow 24 hours for processing time on any expedited order unless special arrangements are made. We will make every effort to process these orders as quickly as possible. Thank you for your understanding. If you have any questions, please don’t hesitate to contact us at 4info@cookwoods.com.

How can I track my order?

We will send you an email with tracking information when your item ships. You can also click on “Account & Help” at the top of our website then “My Orders” and "View Your Order". If it has shipped, you’ll find tracking information that you can use to easily track your order.

What is the status of my order?

Click on “Account & Help” at the top of our website. Choose “My Orders”. On the right hand side you’ll see a column that says “ORDER STATUS”. If it’s pending, it has not yet shipped. If it has shipped, you can view your order to get the tracking information.

How do I change or cancel an order?

We'll be happy to help you with this process. Please call toll free 877-672-5275 (or 541-273-0925) during regular business hours Monday through Friday 8:00am to 5:00pm Pacific Standard Time. Orders cannot be changed or cancelled through our website.

What happens if I provide an incorrect address?

If you provide an incorrect mailing address and the product is returned to us, you will not be provided with free shipping when the product is shipped back out. Restocking fees may apply if you choose not to have the order shipped a second time. Cook Woods will not be held liable for wood loss or fees related to an incorrect shipping address.

Freight Shipping

How do I know if my order will be shipped via freight?

Slabs: Some small slabs can be shipped via FedEx; however, most large slabs must be shipped freight due to their size and weight. Simply add the slab(s) to your cart, and then enter your zip code in the “estimate shipping" section at the bottom of the page. There, you can select from the freight shipping options listed.

Long Boards: Some very long boards will state they must be cut in half to ship via FedEx. Simply proceed through checkout, we’ll cut the board in half and complete your order. However, if your project needs a longer piece, these boards can be left whole and shipped freight. Please contact customer service to arrange payment for this option as extra shipping will apply.

Pallets: Simply add the pallet to your cart, and then enter your zip code in the “estimate shipping" section at the bottom of the page. There, you can select from the freight shipping options listed.

Grouped Items: When a group of items exceeds the maximum dimensional limit for FedEx or US Postal Service shipping, they will be shipped on a pallet via freight. If the items qualified for free standard shipping before being grouped, we will be happy to offer you a substantial discount on the cost of the freight. In most cases, there is no additional cost to you. Customer service will contact you to make arrangements as our cart will not notify you.

How are pallets & slabs shipped?

Pallets and slabs are shipped on a commercial freight truck. Once you select commercial or residential freight in the shopping cart, we take care of shipping it out to you and providing you with the tracking information.

How do I tell whether to choose commercial or residential delivery for my freight?

A residential delivery is to a home/residential area (or businesses that are not visibly labeled with a business name). It does not matter whether the home has a business or commercial entity inside of it. If the truck is coming to a residential area, the freight must be classified as residential. This option also provides the customer with a truck that has a lift gate (a mechanism for lowering the freight from the truck to the ground) in place of a forklift. The drive then has a hand truck to bring the freight from the truck to your residence. The driver will not be able to bring the freight to a specific location inside your home, but they are happy to put the freight inside of a garage, carport, etc.

A commercial delivery is to a labeled business in a commercial area. If your business does not have a forklift, you will need to notify us that a lift gate (a mechanism for lowering the freight from the truck to the ground) is needed. There may be an additional fee for this.

Do I need to purchase the “make an appointment” option?

On a normal delivery, your “pro” number (tracking number) will tell you what day your freight will be delivered. The freight company cannot tell you what time of day, simply that it will be on a certain day. If you wish to have a smaller window when the truck will deliver your order, you will need to purchase the “make an appointment” option. Please note that freight company still requires a 3 hour window during which to deliver to you. For example, if you’d like your freight delivered in the morning you can request a time between 8am and 11am and so on. If you have questions about this process, we’ll be happy to help!

How do I track my freight?

Generally, freight can be tracked by something called a “pro” number rather than a tracking number. Go to the company website of the carrier that was used and enter this pro number. There, you will see the details of your shipment.

Returns

How do I return or exchange an item I purchased online?

Returns can easily be handled online. If you have created an account with us, click on "Account & Help" at the top of any page and choose "Log In". After you're logged in, choose "My Orders" in your account options section. Select "Return", next to the order that contains the item(s) you’d like to return. Then fill out the Return Authorization Form. Once we receive it we'll contact you. Please remember that we are closed on weekends. If you do not have an account or prefer to call us, we'll be happy to process your return request by phone.

General Policy

We want you to enjoy the item you’ve purchased, but in case you’ve received something that you’d like to return, we’ll be happy to assist you with the process. It’s important to note that anything returned must be in the original condition it was in when shipped to you. If the item has been altered or has developed defects while in your care, you won’t be eligible for a refund. If you’ve received something defective, we’ll be happy to help you with finding a great replacement or we’ll issue a refund/credit. Items sold “as is” may not be returnable. Also, we do not offer refunds or returns on custom cut items.

How long do I have to get a refund?

Once your package has been delivered, please contact us within 7 days of the receipt of the package and we’ll be happy to assist you with an exchange, credit, or return. After this time, all sales are final. Please note, wood that has been used, cut, glued, or altered in any way will not be accepted for return. We do not offer refunds or returns on custom cut items.

What if I chose the wrong item?

If you’ve chosen the wrong item, please let us know as soon as possible! If the item has not shipped, we’ll be happy to help you find a replacement piece that will work for your special project or we’ll refund you. If the item has already been shipped out to you, re-stocking fees may apply. Shipping back to Cook Woods will need to be covered by you.

Are custom items returnable?

We do not offer refunds or returns on custom cut items.

What if my item is defective?

We apologize for any inconvenience! If you’ve received something defective, we’ll be happy to help you with finding a great replacement or we’ll issue a refund/credit. Items sold “as is” may not be returnable. Also, we do not offer refunds or returns on custom cut items.

Who pays for returns?

Who pays for returns?Return shipping is at customer’s expense (except where otherwise noted for turning/lumber special). In case of exchange, we will pay the outgoing shipping.

How long will my refund take?

Refunds take 7-14 days to be credited back to your account. In the event that you are returning wood to us, the refund process will start once the item is received and accepted back into our inventory.

If I return or cancel an item is there a restocking fee?

If your order has been pulled or packaged and you cancel your order, it may be subject to a re-stocking fee of 5-20%. This fee will vary depending on the size & value of your wood. Returned items may be subject to the same re-stocking fee.

Measurements/Defects

We know how important accurate measurements are to your projects, so we carefully measure each piece that we sell; however, all measurements on our site may vary up to +/- 1/8″ on small items and +/- 1/4” on larger items. In some cases, wood that has been present in our inventory for a long period of time and has continued in the drying process may develop small checks or bow/twist that have not been described.

Custom Orders

We are happy to provide custom orders for anyone from a craftsman to a wholesale client. We have many items in our 15,000 sq. ft. facility – many more than what we list on our website! Additionally, we often cut wholesale orders such as bulk bowl blanks, Instrument sets, pistol grips, etc. for clients Worldwide. Please inquire with 4info@cookwoods.com for smaller requests. Please inquire with 4wood@cookwoods.com for wholesale or large volume requests.

Visiting Cook Woods

Did you know that many people make Cook Woods a destination? We’re not far from the I-5 corridor that runs up and down the West coast so it’s also easy to make a detour to hand-select your woods when you’re in our area. If you’d like to select woods but can’t carry them home with you, we’ll be happy to help you with shipping them home and can even hold them until you’re back from your trip. Why not make Crater Lake National Park your next “bucket list” item and visit Cook Woods at the same time!

Website Changes or Inaccuracies

We reserve the right to change our pricing or wood descriptions at any time. The information, products, and services included in or available through the site may include inaccuracies or typographical errors, which may be corrected by Cook Woods at any time, including after the time of your purchase. Changes are periodically added to the information herein. 5C, LLC DBA COOK WOODS and/or its suppliers may make improvements and/or changes in the site at any time.

Privacy Policy

As you browse Cook Woods, advertising cookies will be placed on your computer so that we can understand what you are interested in.  Our display advertising agent then enables us to present you with retargeting advertising on other sites based on your previous interaction with Cook Woods. The techniques our partners employ do not collect personal information such as your name, email address, postal address or telephone number.

About Your Account

Whittle Points

Whittle points are one of the many reasons shopping at Cook Woods benefits you! For every dollar you spend, you earn 1 Whittle Point. You can redeem whittle points at checkout once you've accumulated at least 300 points. Every 100 Whittle Points earns $1.

Why Sign up?

There are so many great reasons to sign up for an account at Cook Woods! First, all of your data will be safely stored so that you don’t have to enter your name, address, and all of your details when you order. Second, you can store your credit card information for quick on the go orders. Third, your account will be at your fingertips 24/7 to look up what you’ve ordered, check the status of your order, or track your packages. And if that’s not enough, you’ll earn whittle points when you order that can be tracked and managed from your customer account. When we have specials, your email address will be one that we send promo codes & first release sales to. All in all, signing up for a Cook Woods account is the right move!

Manage your Account

You can easily manage all of your account details right from the “Account” section of our website. Update your personal details, view your orders, check on your whittle points, and more.

International Purchases

Do you ship internationally?

We are happy to ship internationally; however, you’ll be responsible for acquiring proper documentation and paying all exportation & importation fees. If your country requires specific documents or bans the import of certain woods, Cook Woods will not be held liable for any problems that occur due to importation of these woods. We will be happy to help in any way possible with documentation, but will not be held responsible for this process.

Are there woods that international customers cannot purchase?

Yes, woods with worm holes, bug holes, bark or dirt are not recommended for export as they can cause problems in customs. If these have been kiln dried, there are situations where bug/worm holes are safe to ship. We will make this determination on an individual board basis so that you are as protected as possible. Please note that Cook Woods cannot be held liable for any wood confiscated by customs under any circumstances.

Yes, there are woods that are banned from US export due to Cites regulations. These include but are not limited to the following species:

Brazilian Rosewood, Cocobolo, Lignum Vitae, Vera, Honduras Mahogany, Panama Rosewood, Guatemalan Rosewood, Dalbergia lanceolaria, Dalbergia spruciana (Amazon Rosewood), Dalbergia cochinchinensis


What are some of the common size/weight restrictions for international orders?

US Priority Mail International Lists the following: (*note, girth can be calculated by taking width + width + thickness + thickness)

  • Canada:  Max. weight 66 Lbs. Max. length 42", max. length plus girth combined 79" (Maximum Insured $5,000)
  • UK Britain: Max. weight 66 Lbs. Max. length 60", max. length plus girth combined 108"
  • Ireland: Max. weight 66 Lbs. Max. length 60", max. length plus girth combined 108"
  • Look up your Country: USPS Lookup
  • We'll be happy to check on your Country, email us for details

Can international customers visit Cook Woods?

We are happy to accommodate international customers. Please let us know when you would like to visit Klamath Falls. We will assist you with your hotel & transportation arrangements. For exclusive appointments for international orders, there is a minimum purchase requirement of $2,000.

Do you have more questions?

Call us at Toll Free 877-672-5275 or 541-273-0925

Email us

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