Shipping

How Do We Ship?

Mountain Voice Inc. ships instrument wood via Canada Post. Unless requested by the carrier, we do not require a signature for delivery. If you are not home, a note will be left with directions on how to receive your order.

For bulk orders a third party courier may be needed and it is the responsibility of the customer to arrange for the product to be picked up and pay the courier. Bulk orders should be submitted through the Request a Quote form for pricing and availability.

Any custom mill orders are not shipped. Customers are responsible for picking up orders from the mill site located in Valemount, BC, or are responsible for organizing a third party at their own expense.

Cost of Shipping

The cost of shipping is calculated at checkout, depending on the size, weight and destination of the order. If for some reason the shipping calculator gives an unusually high number at checkout, please contact us to verify if it is the correct shipping amount.

Where We Ship To

Instrument wood is shipped worldwide. For all other products Mountain Voice Inc. requires the customer to pick up their purchased items from the mill site located in Valemount, BC. At this time Mountain Voice Inc. is unable to deliver orders. If the customer cannot pick the order up themselves, it is the responsibility of the customer to arrange pickup with a third party at their own expense.

Shipping and Delivery Times

Depending on stock levels and the size of the order, shipment times may vary. We strive to get your order to you as soon as possible. When ready, orders will be shipped out with Canada Post on Tuesday or Thursday (excluding stat holidays) via expedited parcel. Once shipped, the customer will be provided with any tracking information for the parcels in the order.

When custom orders are ready, the customer will be contacted to arrange pickup time. We ask that customers pick up their order as soon as possible since there is limited space in the yard and we will need to make room for other orders.

International Shipping Concerns

All applicable customs fees, taxes and duties are the sole responsibility of the customer. Customs authorities require that we state the value of your order directly on your package - the value is the retail cost in Canadian dollars. Mountain Voice Inc. cannot mark any package(s) as a “Gift”’ in order to avoid customs and duties fees.

Please note that on rare occasions, customs agents may delay the delivery of some packages at their discretion.

For more information on customs and duties charges, please contact your local customs office.

Returns

Instrument Wood

We want you to be happy with the wood that you have purchased, but in case you have received something that you would like to return, we are happy to assist you with the process. Just reach out to us here, and we will get back to you as soon as we can. Please note that the office is open on Tuesday & Thursday only (excluding stat holidays) and you can expect a response then. It is 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 a defect while in your care, the item is no longer eligible for a refund. If you received something defective, we are happy to help you find a replacement or we will issue a refund/credit. Also, we do not offer refunds or returns on custom cut items.

Once your package has been delivered, please contact us within 60 days of receipt and we will 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.

If you have chosen the wrong item, please let us know as soon as possible. If the item has not shipped, we are happy to help you find a replacement piece that will work for your special project or we will refund you. If the item has already been shipped out to you and you would like to return it, the cost of return shipping is the responsibility of the buyer.

If you have received something defective, we will be happy to find you a replacement, or we will issue you a refund/credit. If the item was damaged while in transit, we will file a claim with the carrier on your behalf and refund you or send a replacement as soon as we can.

If you need to return any of your order, please contact us here to start a claim, and we will help you in the process. Please note that shipping on returned items are the responsibility of the customer.

If you are eligible for a refund, please allow 7-17 business days for the amount 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.

Lumber, Timber & Specialty Wood

Lumber, timber, and specialty wood orders are all custom cut at our mill site. As such, these items are not eligible for refund/return. If you have any questions or concerns about your order, please contact us here and we will be happy to assist you any way we can. Please note that the office is open Tuesday and Thursday only (excluding stat holidays) and we will respond to you then.