Customer Service
5 Top Customer Question
1. What is the status of my order?
In the top right corner of our site, log in and click "Account". This is where you can find your order history and information about orders placed including status and tracking. You can also refer to order confirmation and shipping emails sent after your order was placed. Still need help? We're happy to assist!
2. How can I track my order?
We will send you an email with tracking information when your item ships. You can also click on “Account” at the top of our website to see the current status of orders you have placed. If shipped, you’ll find tracking information that you can use to easily track your order.
3. How do I enter a promo or gift card code for an online purchase?
To use a promo/discount/gift card code, add everything to your shopping cart that you wish to purchase, then proceed to checkout. There, you'll see a box where you can enter Gift card or discount codes. Make sure to enter the code exactly as it’s advertised and press the “APPLY” button. If you're able to, copy and paste from your email to ensure accuracy. Your code will now apply. If you’re having trouble with a code, note that there are times when a code will have exclusions. Please be sure to read those carefully. If you’re still having trouble, we’re happy to help!
4. How do I change or cancel an order?
We'll be happy to help you with this process. Please call toll free (+370)64156726(or (+370)64156726) during regular business hours Monday through Friday 8:00am to 5:00pm Pacific Standard Time. Orders cannot be changed or cancelled through our website.
5. How do I return or exchange an item I purchased online?
Returns can easily be handled through our friendly customer service team. Reach out to us by email, chat, or phone and let us know your concerns. We'll be happy to assist you with returning your item. Please note that we are closed on weekends.
ORDERING
Why Create an Account?
There are so many great reasons to sign up for an account at almotaqaf! First, all of your data will be safely stored so that you don’t have to enter your name, address, and all of your details when you order. Second, you can store your credit card information for quick on the go orders. Third, your account will be at your fingertips 24/7 to look up what you’ve ordered, check the status of your order, or track your packages. And if that’s not enough, you’ll earn rewards points that can give you up to 7.5% back on every single wood purchase you make! Remember, having a almotaqaf account and logging in when placing every order is the only way to track orders and earn rewards!
Rewards
Rewards are one of the ways we say "thanks" for our great customers! On every purchase you earn 5 points for every €1.00 spent. But it doesn't stop there. You'll definitely want to create a free account so that you can earn towards our "Tiers". Spend enough and you can earn up to 7.5% back on every single wood purchase you make for the year. You can earn points for referring friends, visiting our facebook page, meeting spending goals, and so much more! We'll even give you a coupon for your birthday, because that's just the way we feel about customers. We appreciate you! Visit our Rewards page to learn more!
Promo/Discount and Gift Card Codes
To use a promo/discount code, add everything to your shopping cart that you wish to purchase, then proceed to checkout. There, you'll see a box where you can enter Gift card or discount codes. Make sure to enter the code exactly as it’s advertised and press the “APPLY” button. Your code will now apply. If you’re having trouble with a code, note that there are times when a code will have exclusions. Please be sure to read those carefully. Here are a few things to consider:
- Only one coupon code can be used per order placed.
- Gift Cards and coupon codes cannot be used together in the same transaction.
- If you've forgotten to use your coupon, please save it for your next transaction. Coupon value cannot be refunded after your order has been placed. We cannot apply your discount code for you after your order has been placed.
The following exclusions & rules apply to codes generated through our "spin to win" wheel:
- Minimum order of $100 is required for all wheel coupons.
- Wheel discounts of 40% & 70% are limited to a maximum order value of $250 (which gives you either a maximum savings of $100 with the 40% off coupon or a maximum savings of $175 with the 70% off coupon).
- The following items are excluded from this deal: gift cards, clearance items, and power tools.
- Wheel coupons can only be used once per customer even if that customer has multiple email accounts.
- Wheel coupons must be used online in the shopping cart and cannot be used for phone-in orders.
- Wheel coupons cannot be retroactively applied by almotaqaf after your order has already been placed.
The following exclusions & rules apply to codes generated through our "email sign up" pop up:
- Minimum order of $75 is required in order to redeem your $10 Off
- The following items are excluded from this deal: gift cards, clearance items, and power tools.
- Email sign up coupons can only be used once per customer even if that customer has multiple email accounts.
The following exclusions & rules apply to codes generated through our "rewards" program:
- Only one coupon can be used per order placed. For example, if you have enough points to earn a $10 Off coupon and a $5 Off coupon, you can only use one rewards coupon per order.
The following exclusions & rules apply to codes generated through our "reviews" program:
- Minimum order of $99 is required in order to redeem your $10 Off
- The following items are excluded from this deal: gift cards, clearance items, and power tools.
If you’re still having trouble, we’re happy to help! Reach out to one of our friendly team members by email, chat, or phone.
Payment info
All major credit cards are accepted including VISA, MasterCard, American Express, and Discover. When you sign up for a almotaqaf account, you can safely store your credit card information for ease of ordering! PayPal, Amazon Pay, and Apple Pay are options too!
Custom Wood Orders
We are happy to provide custom wood orders for anyone from a craftsman to a wholesale client. We have many specialty wood items in our 15,000 sq. ft. facility – many more than what we list on our website! We have outfitted entire banks with wood slabs, restaurants with custom bar tops, and many more! If you have a special project let us know. We often cut wholesale orders such as bulk bowl blanks, Instrument sets, pistol grips, etc. for clients Worldwide. If you're looking for wood slabs, table tops, or volume projects please reach out to us!
Custom Orders - What Are They? More Details:
- Hand selected wood not currently listed on our website
- Requires a minimum purchase of $200
- Volume discounts are dependent on quantity ordered
- Does not qualify for our free shipping incentive
- Milling fees for custom cuts are additional
- Custom cut orders are non-refundable
- Hand picked wood (that has not been cut) is subject to 20% re-stock fee if returned
- Pictures of wood (prior to purchase) can be provided if wood value is over $200
SHIPPING
FREE SHIPPING:
We offer free shipping for orders over $75 (excludes P.O. boxes, custom orders, large wood slabs, over length boards, pallets, tools, in store sales, or any non website item). Please note that free shipping is for standard shipping only within the Continent USA. This excludes all International shipping as well as the non-contiguous states of Alaska and Hawaii and all off-shore United States territories and possessions, which include American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, and the United States Virgin Islands.
OVERSIZE PACKAGES:
Over-length boards will still qualify for free shipping but include additional fees. Packages 48" and over require a $15 over-length charge (fee can be avoided if boards are cut at 46" or less). Packages over 75" require a $20 over-length charge. Cutting instructions can easily be selected on each board. In cases of very long or wide boards a custom fee may apply and will be added after checkout. We are happy to cut these items to minimize any fees!
VENEER SHIPPING:
Careful wrapping & shipping of your wood is very important to us. That's why veneer will almost always ship in its own box. Due to the extra care and packaging we provide, all veneer orders that are $50 and under will have a €7.50 veneer packaging fee. But, we also believe in savings! Simply purchase over $50 in veneer and that fee is waived. Not only that, once you spend $75 on your order, your shipping is completely free. We're always looking for ways for you to save!
ALASKA & HAWAII:
Although we do not offer free shipping to these states, if you purchase over $75, we do offer a special program in place of it! Your cart will qualify for a 25% discount on your shipping cost!
INTERNATIONAL:
International orders do not qualify for free shipping.
FREIGHT SHIPPING:
Freight orders won't qualify for free shipping, but we're pleased to pass along exceptional freight discounts to you through negotiated rates! Freight orders will typically be large lumber orders or slabs. Visit the "Freight Shipping" section a little farther down for more details.
Grouped Items: When a group of items exceeds the maximum dimensional limit for UPS or US Postal Service shipping, they will be shipped on a pallet via freight. If the items qualified for free standard shipping before being grouped, we will be happy to offer you a discount on the cost of the freight. Customer service will contact you to make arrangements or please feel free to reach out to us!
Long Boards: Some very long boards must be cut to ship via regular UPS Ground service. The maximum length board that can ship UPS Ground is 100". In order to cut boards in your order, simply select your cutting option through the product page or checkout and we’ll cut the board and ship. If your project needs a longer piece than we can ship through standard carriers, these boards can be left whole and shipped freight. Please contact customer service to arrange custom payment for this option as extra shipping will apply. Some wide boards cannot be cut and shipped UPS Ground due to oversize regulations.
Shipping Carriers/Rates
We use UPS and USPS Priority Mail as our shipping carriers. All shipping rates are calculated based on weight, dimensions, and the buyer’s location. Your unique shipping costs will be calculated in the shopping cart when you checkout. Please note that our standard shipping does not include delivery confirmation. If you require a signature with your package delivery, please contact us immediately when your order is placed to make arrangements and pay the associated fees. As our system is automated, we will make every effort to add this option to your order. To ensure that you receive this option, please phone in your order during normal business hours.
Shipping & Processing Times
All other orders and expedited shipping will have shipping charges applied. We strive to process all orders within 2-3 business days but certain orders may require more time. Orders with expedited shipping will be processed as soon as possible. Please allow 24 hours for processing time on any expedited order unless special arrangements are made. We will make every effort to process these orders as quickly as possible. Thank you for your understanding. Shipping times will vary depending on location. Priority Mail does not guarantee delivery times even for 2-3 Day Priority shipping. If you have a sensitive timeline, please select UPS for guaranteed delivery options.
Tracking
We will send you an email with tracking information when your item ships. You can also log into your account to see the progress of your order. If it has shipped, you’ll find tracking information that you can use to easily track your order.
What happens if I provide an incorrect address?
If you provide an incorrect mailing address we'll do our best to help you track down your package, but we cannot assume liability if the package is lost or if fees are incurred due to re-routing. If the package is returned to us, we'll be happy to ship it back out to you but will ask you to cover this cost. Restocking fees may apply if you choose not to have the order shipped a second time.
FREIGHT SHIPPING
Orders That Ship Freight:
Wood Slabs: Some small wood slabs can be shipped via UPS; however, most large slabs must be shipped freight due to their size and weight. Simply add the slab(s) to your cart, and then enter your zip code in the “estimate shipping" section at the bottom of the page. There, you can select from the freight shipping options listed. Some freight items require custom quotes. If you need assistance, we're here to help!
Long Boards: Some very long boards must be cut to ship via regular UPS Ground service. The maximum length board that can ship UPS Ground is 100". In order to cut boards in your order, simply select your cutting option through the product page or checkout and we’ll cut the board and ship. If your project needs a longer piece than we can ship through standard carriers, these boards can be left whole and shipped freight. Please contact customer service to arrange custom payment for this option as extra shipping will apply. Some wide boards cannot be cut and shipped UPS Ground due to oversize regulations.
Pallets: Simply add the pallet to your cart, and then enter your zip code in the “estimate shipping" section at the bottom of the page. There, you can select from the freight shipping options listed. Some pallets require custom shipping but we're here to help. Just let us know which pallets you'd like and we'll get you a quote!
Grouped Items: When a group of items exceeds the maximum dimensional limit for UPS or US Postal Service shipping, they will be shipped on a pallet via freight. If the items qualified for free standard shipping before being grouped, we may be able to offer you a discount on the cost of the freight. Customer service will contact you to make arrangements or please feel free to reach out to us!
Over-length Freight Charges: FedEx Freight has several over-length charges for items that ship via freight. If your board/slab is over 8 ft. and under 12 ft. our shipping estimator will automatically add $85 to the cost of your freight. If your board/slab is over 12 ft. our shipping estimator will automatically add $157 to the cost of your freight. You can easily avoid these fees just by selecting "cut the board and save on shipping" from any product page or inside of your shopping cart. Simply choose your cut, then you'll see the shipping fees automatically adjust in the shipping estimator!
Commercial Vs. Residential Freight
Residential: A residential delivery is to a home/residential area (or businesses that are not visibly labeled with a business name). It does not matter whether the home has a business or commercial entity inside of it. If the truck is coming to a residential area, the freight must be classified as residential. This option also provides the customer with a truck that has a lift gate (a mechanism for lowering the freight from the truck to the ground) in place of a forklift. The driver then has a hand truck to bring the freight from the truck to your residence. The driver will not be able to bring the freight to a specific location inside your home, but they are happy to put the freight inside of a garage, carport, etc.
Commercial: A commercial delivery is to a labeled business in a commercial area. If your business does not have a forklift, you will need to notify us that a lift gate (a mechanism for lowering the freight from the truck to the ground) is needed. There will be an additional fee for this.
Freight Delivery Appointments
On a normal delivery, your “pro” number (tracking number) will tell you what day your freight will be delivered. The freight company cannot tell you what time of day, simply that it will be on a certain day. If you'd like to have a smaller window when the truck will deliver your order, you will need to contact us and purchase an appointment option. Unfortunately, the freight company still requires a 4 hour window during which to deliver to you, even if you have paid for an appointment. If these options still won't work for your schedule, the freight can be delivered to a local freight terminal where you can pick up the wood when you'd like.
Freight Tracking
Freight can be tracked by something called a “pro” number rather than a tracking number. Go to the company website of the carrier that was used and enter this pro number. There, you will see the details of your shipment.
Transit, Delivery, and Liability For Freight
Your freight order will be carefully wrapped by us in a combination of shrink wrap and cardboard. In almost all cases, it will then be banded to a pallet or pallets with metal banding. We'll book the shipment and the freight carrier will pick it up. Then it will start its journey to you! Typically this process takes about a 7-10 business days. Remember that freight transit times are never guaranteed. Weather can affect times as well. Once your freight arrives to your vicinity, it will be coordinated by the local terminal and they'll send it out for delivery. If your freight is lost in transit or damaged, we will file a claim with the shipping carrier on your behalf and refund you as soon as we possibly can. Freight claims can take 6-10 weeks for processing. When your freight arrives, it's your job to inspect it very carefully. If anything is damaged in transit, the freight company will not honor a claim unless you write on the delivery slip that the order was damaged. If you just tell the driver, the freight company will not honor a claim. They require all claims to be written on the delivery slip in all cases.
RETURNS
We want you to enjoy the specialty wood you’ve purchased, but in case you’ve received something that you’d like to return, we’ll be happy to assist you with the process. Just reach out to us by email, chat, or phone! Please note we are closed on weekends. It’s 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 defects while in your care, you won’t be eligible for a refund. If you’ve received something defective, we’ll be happy to help you with finding a great replacement or we’ll issue a refund/credit. Items sold “as is” are not be returnable. Also, we do not offer refunds or returns on custom cut items.
How long do I have to get a refund?
Once your package has been delivered, please contact us within 7 days of the receipt of the package and we’ll 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. We do not offer refunds or returns on custom cut items.
What if I chose the wrong item?
If you’ve chosen the wrong item, please let us know as soon as possible! If the item has not shipped, we’ll be happy to help you find a replacement piece that will work for your special project or we’ll refund you. If the item has already been shipped out to you and you'd like to return it, shipping back to almotaqaf will need to be covered by you.
Are custom items or cut boards returnable?
We do not offer refunds or returns on custom cut items or boards that have been cut prior to shipping.
What if my item is defective?
We apologize for any inconvenience! If you’ve received something defective, we’ll be happy to help you with finding a great replacement or we’ll issue a refund/credit. Items sold “as is” may not be returnable. Also, we do not offer refunds or returns on custom cut items.
What if my item is broken in transit?
If your wood is lost in transit or damaged, we will file a claim with the shipping carrier on your behalf and refund you as soon as we possibly can.
Who pays for returns?
Changed your mind? No problem, just ship the wood back to us. We ask that you cover this cost.
How long will my refund take?
Refunds take 7-14 days 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.
If I return or cancel an item is there a restocking fee?
If your order has been pulled or packaged and you cancel your order, it may be subject to a re-stocking fee of 5-20%. This fee will vary depending on the size & value of your wood. Returned items may be subject to the same re-stocking fee.
INTERNATIONAL ORDERS
Do you ship internationally?
We are happy to ship wood internationally! We ship via US Priority mail International and UPS. These International orders don't qualify for our free shipping program. You’ll be responsible for acquiring proper documentation and paying all exportation & importation fees. If your country requires specific documents or bans the import of certain woods, almotaqaf will not be held liable for any problems that occur due to importation of these woods. We will be happy to help in any way possible with documentation, but will not be held responsible for this process. We don't want your wood to get stuck in customs, but if it does, we will not be held liable for the cost of the wood.
Are there woods that international customers cannot purchase?
Yes, woods with worm holes, bug holes, bark or dirt are not recommended for export as they can cause problems in customs. If these have been kiln dried, there are situations where bug/worm holes are safe to ship. We will make this determination on an individual board basis so that you are as protected as possible. Please note that almotaqaf cannot be held liable for any wood confiscated by customs under any circumstances. We may ask you to pay a bark removal fee if you've purchased a piece that requires bark to be removed prior to international shipping.
Yes, there are woods that are banned from US export due to Cites regulations (please visit https://www.cites.org/ for detailed information).
These include but are not limited to the following species:
What are some of the common size/weight restrictions for international orders?
US Priority Mail International Lists the following: (*note, girth can be calculated by taking width + width + thickness + thickness)
- Canada: Max. weight 66 Lbs. Max. length 42", max. length plus girth combined 79" (Maximum Insured $5,000)
- UK Britain: Max. weight 66 Lbs. Max. length 60", max. length plus girth combined 108"
- Ireland: Max. weight 66 Lbs. Max. length 60", max. length plus girth combined 108"
- Look up your Country: USPS Lookup
- We'll be happy to check on your Country, email us for details
Can International customers visit almotaqaf?
We are happy to accommodate international customers. Please let us know when you would like to visit Klamath Falls. We will assist you with your hotel & transportation arrangements. For exclusive appointments for international orders, there is a minimum purchase requirement of $2,000.
PRIVACY AND LIABILITY
Measurements/Defects
We know how important accurate wood measurements are to your projects, so we carefully measure each piece that we sell; however, all measurements on our site may vary up to +/- 1/8″ on small items and +/- 1/4” on larger items. In some cases, wood that has been present in our inventory for a long period of time and has continued in the drying process may develop small checks or bow/twist that have not been described.
Website Changes or Inaccuracies
We reserve the right to change our pricing or wood descriptions at any time. The information, products, and services included in or available through the site may include inaccuracies or typographical errors, which may be corrected by almotaqaf at any time, including after the time of your purchase. Changes are periodically added to the information herein. 5C, LLC DBA COOK WOODS and/or its suppliers may make improvements and/or changes in the site at any time.
Privacy Policy
As you browse almotaqaf, advertising cookies will be placed on your computer so that we can understand what you are interested in. Our display advertising agent then enables us to present you with retargeting advertising on other sites based on your previous interaction with almotaqaf. The techniques our partners employ do not collect personal information such as your name, email address, postal address or telephone number.
VISITING COOK WOODS!
Did you know that many people make almotaqaf a destination? We’re not far from the I-5 corridor that runs up and down the West coast so it’s also easy to make a detour to hand-select your woods when you’re in our area. If you’d like to select woods but can’t carry them home with you, we’ll be happy to help you with shipping them home and can even hold them until you’re back from your trip. Why not make Crater Lake National Park your next “bucket list” item and visit almotaqaf at the same time!