General FAQ

WHAT ARE YOUR HOURS?
You can reach us Monday through Friday 9-5 Pacific Time via email (support@we-wood.us) or phone (+1 323 848 4896).

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

DO YOU SHIP TO P.O. BOXES?
Shipments sent via FedEx 2-Day Air can not be shipped to a P.O. Box address, no exceptions. Standard shipping rates via USPS can be shipped to a P.O. Box.

DO YOU SHIP INTERNATIONALLY?
Yes, we ship to any country capable of receiving mail via DHL. Please be advised that international orders can take several weeks for delivery, depending on the mail system of the receiving country. Customers are responsible for any extra duties, taxes, or shipping fees that may be charged by their specific locality. Please note, any order that is returned to WeWOOD because it is unclaimed by the customer or because the customer refuses to pay any extra fees, cannot be fully refunded but the customer will receive a store credit for the returned merchandise. For more shipping info click here.

PLEASE NOTE: Due to customs and duties, we are unable to return or exchange items outside of US and Canada.

WHAT IS YOUR RETURN/ EXCHANGE POLICY?

• You may return new, unused items discounted less than 25% for any reason within 7 business days of receipt for a full refund of the cost of the merchandise. Within 14 business days of receipt, you may return any item discounted less than 25% for store credit or exchange. Items must be returned in their original packaging and be in original condition. To return your purchase for any reason, please contact support@we-wood.us to obtain an RA (Return Authorization) number and customer return form.
  **NOTE: WeWOOD can only refund merchandise bought directly from we-wood.us. If you have purchased our product from a vendor, you will have to apply directly to them for any refund requests. We can, however, replace and repair merchandise purchased from vendors.
  See our warranty page for more details.
• Shipping charges are not refundable unless the return/exchange is the result of our error. Items shipped without a return authorization number may be refused at time of delivery by our receiving department. Customer is responsible for all return shipping costs.
• Please carefully package your item, ideally in the same packaging that we used to ship it to you along with its packing materials. Make sure to enclose a copy of the completed return form (complete with RA# in the corresponding section).
  **NOTE: We advise that you send the watch with tracking and signature required in case of loss;
  If you are experiencing a problem with your WeWOOD watch, please see our warranty page.

WHAT IS YOUR CANCELLATION POLICY?
Requests for orders to be cancelled must be made before they have been shipped to receive a full refund. If merchandise has already shipped then the standard Return/Exchange Policy applies.

WHAT IS YOUR REFUND POLICY?
If a refund is requested, expect a refund check within 7 to 14 days after we receive your return.

WHAT IS YOUR INTERNATIONAL SHIPPING POLICY?
WeWOOD does not cover the costs of duty/tax fees collected by the International Government’s Customs Department.