Effective Date: August 19, 2026
Most PineWake products are made to order. Because products are produced specifically for each order, we generally do not accept returns or exchanges for customer preference or ordering mistakes.
Please review your order carefully before placing it.
Returns and Exchanges
PineWake generally does not accept returns or exchanges for:
- Incorrect size selected by the customer
- Change of mind or buyer remorse
- Incorrect color or product option selected by the customer
- Incorrect shipping information provided by the customer
If you discover an error shortly after placing an order, contact PineWake as soon as possible. Changes or cancellations cannot be guaranteed once production or fulfillment has begun.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, misprinted, or incorrect, contact PineWake within 30 days of receiving the affected item.
Please provide:
- Your order number
- A description of the problem
- Clear photos showing the issue
If approved, PineWake will determine the appropriate resolution, which may include a replacement or refund at no additional product cost to you.
Lost Packages
If tracking indicates that a shipment may be lost, contact PineWake as soon as possible.
We will review the shipment and work with the appropriate fulfillment or shipping provider when necessary.
Packages marked as delivered may require additional investigation before a replacement or refund is approved.
Incorrect Shipping Addresses
Customers are responsible for providing complete and accurate shipping information.
If an order cannot be delivered because of an incorrect or incomplete address provided by the customer, additional shipping charges may be required before the order can be resent.
Cancellations
Cancellation requests should be submitted as soon as possible.
Because products may enter production shortly after an order is placed, cancellation cannot be guaranteed.
If a cancellation is approved after payment has been collected, an appropriate refund will be issued.
Refunds
Approved refunds will be returned to the applicable payment method.
Additional processing time may be required before the funds appear in your account. Processing time is determined by your payment provider or financial institution.
Split Shipments
Orders containing multiple products may arrive in separate packages.
An issue affecting one product or shipment does not necessarily affect the remaining items in the order.
Contact
Questions or requests regarding returns, refunds, damaged products, lost shipments, or cancellations may be submitted through the PineWake Contact page.
Please include your order number whenever possible.