Shipping policy

This policy explains what delivery costs, where your furniture comes from, how long it takes and what to do if something goes wrong on the way. It applies to every order placed on echotimber.com.

Delivery cost

Standard delivery is free on every order to the addresses listed under "Where we deliver". There is no minimum order value.

Where your order is made and shipped from

Echotimber keeps no stock in the United States. Each piece is built after you order it at our own workshop in Hai Duong Province, Vietnam. When it is finished, it is packed there and sent straight to your delivery address in the United States by an international carrier: DHL, FedEx or UPS.

Import duties and customs

Because your order travels from Vietnam, it has to clear US customs. We arrange customs clearance and pay any import duties and customs fees for deliveries to the United States. The carrier will not ask you to pay anything when the parcel arrives, and the total you see at checkout is the total you pay.

Production time

Production takes 7–10 business days. We start counting on the day your order is confirmed. Business days are Monday to Friday and do not include public holidays. In busy periods production can run a few days longer; if that affects your order, we email you an updated date.

Transit time and total time

  • Production: 7–10 business days at our own workshop in Hai Duong Province, Vietnam.
  • Transit: 3–7 business days from the day the parcel is handed to the carrier until it reaches your address.
  • Total: about 10–17 business days from order confirmation to delivery.

These are estimates, not guaranteed dates. Customs checks, carrier delays and severe weather can add time.

Where we deliver

We deliver to street addresses in all 50 US states, Washington, D.C. and US territories. Our carriers (DHL, FedEx or UPS) cannot deliver to PO Boxes or APO/FPO/DPO addresses, so please give a street address at checkout. We do not ship to other countries at the moment. If you live outside the US, email support@echotimber.com and we will tell you if that changes.

Tracking your order

Within 1–2 business days of your piece leaving the workshop, we email you its tracking number and a link to follow it. A new tracking number sometimes shows no scan for the first day or two. If the tracking page has not changed for 3 business days, write to us and we will check with the carrier. You can also see the status of your order through the link in your order confirmation email.

Changing your delivery address

Please check the address before you pay. If it needs to change, email support@echotimber.com with your order number within 24 hours of placing the order. After that, or once the parcel is with the carrier, we are no longer able to change it.

Late, lost, damaged or incomplete deliveries

  • Late: if your order has not arrived 17 business days after confirmation and we have not written to you about a delay, contact us and we will open an enquiry with the carrier.
  • Lost: if the carrier confirms the parcel is lost, we remake and resend your piece or refund you in full, whichever you prefer.
  • Damaged: photograph the piece and its packaging and tell us within 7 days of delivery. We cover the cost of putting it right, as described in our Refund Policy.
  • Missing parts or hardware: tell us within 7 days of delivery and we send the missing item free of charge.

Questions about delivery

Email support@echotimber.com, call +1 (517) 354-2406 or use our contact form. We are available Monday to Friday, 9:00 am – 5:00 pm US Eastern Time and reply within 1–2 business days.

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