Orders and delivery
How long will my order take to arrive?
About 10–17 business days from order confirmation: 7–10 business days to make the piece at our own workshop in Hai Duong Province, Vietnam, then 3–7 business days in transit. These are estimates; if your order will take longer, we email you.
Where is my furniture made, and who delivers it?
Every piece is built to order at our own workshop in Hai Duong Province, Vietnam. From there it goes straight to your US address with DHL, FedEx or UPS. Nothing is stocked in the United States.
What does shipping cost, and will I pay import duties?
Standard delivery is free on every order to US addresses. We pay import duties and customs fees for US deliveries, so the carrier will not ask you for payment on arrival. We deliver within the United States only.
Are the product images photographs?
No. Product images on this site are digital renderings of each design, not photographs of a finished piece; your piece is built to the dimensions and finish you choose. Grain and tone vary from board to board, so your piece will look slightly different. If you would like more detail about a design before ordering, email support@echotimber.com.
Which payment methods do you accept, and is tax added?
We accept Visa, Mastercard, American Express, Discover and Diners Club cards, PayPal, Shop Pay, Apple Pay and Google Pay. All prices are in US dollars. No sales tax or other taxes are added at checkout, and we pay import duties, so the total you see at checkout is the total you pay.
How do I track my order?
Once your piece leaves the workshop, we email you its tracking number within 1–2 business days. If the tracking page has not changed for 3 business days, contact us and we will check with the carrier.
Can I change or cancel my order?
Yes, within 24 hours of placing it. Email support@echotimber.com with your order number and we refund a cancelled order in full. After 24 hours production has begun and the order is final.
Returns, refunds and warranty
Can I return a piece if I change my mind?
Yes, within 30 days of delivery, if it is unused and in its original packaging. Contact us first: once we approve the return, we send written instructions and the return address. Returns go back to our own workshop in Hai Duong Province, Vietnam. We pay return shipping and send you a prepaid label. There is no restocking fee. Custom pieces cannot be returned for a change of mind.
What if my piece arrives damaged, defective or wrong?
Send us photos of the piece and the packaging within 7 days of delivery. We pay any return shipping, and you choose a replacement or a full refund. If any part or fitting is missing, tell us within the same 7 days and we send it free of charge.
How long does a refund take?
We issue it within 2 business days after the returned piece reaches us and passes inspection, back to the payment method you used. Allow your bank up to 7 further business days to show it.
Is there a warranty?
Yes. Every piece is covered for 12 months from delivery against defects in materials and workmanship, such as loose joints, unsteady bases, cracks beyond normal surface checks, or a failing finish. Everyday wear, accidents and natural wood variation are not covered. Details are in the warranty section of our Refund Policy.
About Echotimber
Why is your registered office in Montana when the furniture comes from Vietnam?
Echotimber is the trading name of TIMBERECHO LLC, a company registered in Montana. The Kalispell address belongs to our registered agent, who receives legal mail for the company. The furniture is made and shipped from Vietnam. Please do not visit or send returns to the Kalispell address.
Business details
- Store: Echotimber, echotimber.com
- Legal entity: TIMBERECHO LLC, a limited liability company organized in Montana, United States. Echotimber is the trading name of TIMBERECHO LLC.
- Member: Nguyen Van Loc, sole member of TIMBERECHO LLC
- State filing: Montana Secretary of State File No. 17234591
- Registered office: 1001 S Main St, STE 600, Kalispell, MT 59901, United States. This is the address of our registered agent and receives legal mail only. It is not a showroom, warehouse or returns address.
- Where orders are made and shipped from: our own workshop in Hai Duong Province, Vietnam
- Phone: +1 (517) 354-2406
- Email: support@echotimber.com
- Contact form: echotimber.com/pages/contact
- Customer care hours: Monday to Friday, 9:00 am – 5:00 pm US Eastern Time
- Reply time: within 1–2 business days