Terms and Conditions

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FAQ – Frequently Asked Questions (PILLOWOOD Wooden Products)

Last Updated: June 2026

1. Product & Material Questions

Q1: What materials do you use for your wooden products?

We use high-quality natural solid wood and eco-friendly wood materials, including rubber wood, pine, beech, and other premium timber according to different product designs. All materials are safe, non-toxic, durable, and suitable for home and daily use. We adopt environmentally friendly paint and finishing to ensure health and safety.

Q2: Why are there color and grain differences in wooden products?

Wood is a natural material. Natural wood grain, color slight difference, texture variation, and minor knots are unique characteristics of solid wood products. These are not quality defects and make every wooden item unique.

Q3: Are your wooden products durable and easy to maintain?

Yes. All PILLOWOOD wooden products are well-polished, structurally stable, and made of high-quality wood. With simple daily maintenance, the products can remain smooth and long-lasting. We suggest keeping them dry and avoiding long-term direct sunlight or heavy moisture.

2. Customization & Design Service

Q4: Do you support custom wooden products?

Yes. We provide professional OEM and ODM customization services, including custom sizes, shapes, colors, logos, engraving, and personalized designs. You can send us your drawings, pictures, or detailed requirements, and our team will offer professional solutions.

Q5: Is there a minimum order quantity (MOQ) for custom orders?

Different items have different MOQ requirements. Small batch customization is acceptable for most wooden crafts. For bulk furniture orders, the MOQ will be based on product types. Please contact us for a detailed custom quotation.

3. Order & Payment

Q6: How can I place an order or get a quotation?

You can send us a message via website inquiry form, email, or direct contact. Please provide product name, quantity, size, and customization requirements, and we will reply with an official quotation within 24 working hours.

Q7: What payment methods do you accept?

We support international bank transfer, T/T, Western Union, and other mainstream international payment methods. For bulk orders, a deposit is required before production, and the balance is paid before shipment.

4. Production & Shipping

Q8: How long is the production lead time?

Sample order production takes 5–10 working days. Bulk order production takes 15–30 working days depending on quantity and customization complexity. We will confirm the exact delivery time before order confirmation.

Q9: How about shipping and delivery time?

We support sea freight, air freight, and express delivery. Shipping time depends on the destination country and shipping method. We will choose safe and cost-effective logistics methods for wooden products to avoid damage during transportation.

Q10: Do you support worldwide shipping?

Yes, we provide global shipping services to most countries and regions. Customers are responsible for local import duties, taxes, and customs clearance fees according to local regulations.

5. Quality & After-sales Service

Q11: How do you guarantee product quality?

We have strict raw material selection, professional production processes, and 100% inspection before shipment. Every wooden product is carefully checked for surface smoothness, structure stability, painting quality and appearance.

Q12: What if I receive damaged or defective goods?

If the products have quality problems or transportation damage, please provide photos and videos within 48 hours after receiving goods. We will confirm the situation and provide replacement, partial refund or after-sales solution accordingly.

Q13: Can I return or exchange wooden products?

Standard finished products can be returned or exchanged for quality issues. Customized products are non-returnable and non-refundable once production is started, unless there are serious quality problems that do not meet the confirmed standards.

6. Cooperation & Wholesale

Q14: Do you support wholesale and long-term cooperation?

Yes. PILLOWOOD provides stable wholesale, brand cooperation, and customized batch services for global distributors, retailers, and brand companies. We offer competitive factory prices and stable supply capacity.

Q15: Can I get free samples?

We can provide product samples. Customers need to cover the sample fee and shipping cost. The sample fee can be partially or fully deducted from your subsequent bulk orders.

7. General Questions

Q16: How can I contact your support team?

You can reach us via website inquiry form, official email, or contact information displayed on our website. We provide fast and professional customer support for all pre-sales and after-sales questions.Terms and Conditions (Wooden Products Website)

Last Updated: June 2026

These Terms and Conditions (“Terms”) govern your access to and use of this website, including all content, functions, and services related to wooden furniture, wooden crafts, custom wooden products and wholesale services (the “Website”). By browsing, accessing, or placing orders on this Website, you (“User”, “Customer”, “You”) agree to be legally bound by these Terms. If you do not accept these Terms, please do not use our Website or services.

1. General Website Use

We grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Website for personal browsing, product inquiry, quotation application, and legitimate business purchasing purposes. All content on the Website, including product images, texts, designs, logos, specifications, and layout, is owned by our company and protected by copyright, trademark, and intellectual property laws. You may not copy, reproduce, modify, distribute, resell, or commercially exploit any Website content without our prior written consent.

You agree not to misuse the Website, including but not limited to launching malicious attacks, spamming, interfering with website operation, uploading illegal content, or conducting any behavior that may damage our website security and legitimate rights.

2. Product Information & Accuracy

We strive to ensure that all descriptions, pictures, sizes, colors, prices, and specifications of wooden products displayed on the Website are accurate and up to date. Due to the natural characteristics of solid wood materials, each wooden product may have unique grain patterns, color differences, and minor texture variations. These natural differences are not quality defects and are not eligible for return or complaint.

We reserve the right to update, modify, or discontinue any wooden product design, specification, or material at any time without prior notice. In case of typographical errors, price errors, or information inaccuracies on the Website, we reserve the right to cancel or adjust relevant orders and explanations.

3. Orders & Payment Terms

All orders placed through our website are subject to our final confirmation. After you submit an inquiry or order, our team will verify product details, customization requirements, quantity, shipping cost, and delivery time, then provide an official quotation and order confirmation.

For customized wooden products and bulk wholesale orders, a deposit is required to confirm production. The final delivery will be arranged after full payment settlement unless otherwise agreed in writing. All payment methods shall comply with international transaction norms. You are responsible for all bank handling fees, transfer fees, and relevant taxes incurred during payment.

4. Custom Wooden Products Terms

We provide OEM and ODM custom wooden product services according to customer drawings, sizes, styles, and functional requirements. Once the custom design draft is confirmed by the customer and production starts, no free modification, cancellation, or refund is allowed. Any subsequent changes in design, size, or material proposed by the customer will generate additional costs and extended production cycles, which shall be borne by the customer.

The final finished custom products shall be subject to reasonable manual and wooden material errors within the industry standard range, which are deemed qualified products.

5. Shipping & Delivery

Shipping fees, delivery methods, and delivery cycles are determined according to the order quantity, product type, and destination country. We will arrange production and delivery strictly in accordance with the agreed time in the order confirmation. Delivery time is an estimated time and may be delayed due to international logistics, customs clearance, weather, force majeure and other uncontrollable factors.

After the goods are delivered to the designated logistics carrier, the risk of product damage, loss or delay shall be transferred to the customer. Customers shall bear all import duties, tariffs, customs clearance fees and local handling fees of the destination country.

6. Return & Refund Policy

Standard finished wooden products can be returned or exchanged if there are quality problems such as structural damage, defective workmanship before delivery inspection. We will provide replacement, partial refund or full refund after verification.

Customized wooden products are non-refundable and non-returnable, unless there are serious quality problems that do not conform to the confirmed design and production standards.

We do not accept returns due to personal preference differences, slight wood grain and color differences, or unreasonable reasons after customer’s full inspection and confirmation.

7. Intellectual Property Rights

All intellectual property rights including trademarks, logos, design patents, text content and picture materials on this Website are exclusively owned by our company.