FAQ

Frequently Asked Questions

1. Who operates Timberoakus.com?

Timberoakus.com is owned and operated by Shanghai Yangli Ruiheng E-Commerce Co., Ltd. Timberoakus is the brand name used on this website, and Shanghai Yangli Ruiheng E-Commerce Co., Ltd. is the legal company that operates the store and acts as the seller of record for purchases made through Timberoakus.com.

2. Where is Timberoakus located?

Our business address is:

Shanghai Yangli Ruiheng E-Commerce Co., Ltd.

Room A403-3, Building 5, No. 1188 Jiangyue Road, Minhang District, Shanghai, China

Please note that this is our business address, not a return address. Do not send returned products to this address unless our customer support team has specifically instructed you to do so.

3. How can I contact customer support?

You can contact us using the following details:

We aim to respond to most customer inquiries within 1–2 business days. Messages received outside our service hours will be handled on the next business day.

4. What types of products do you sell?

Timberoakus specializes in nightstands and bedside furniture designed to complement modern bedrooms and everyday home living.

Our products focus on practical bedside storage, versatile designs, and functional furniture for organizing books, personal items, and other bedroom essentials. Product dimensions, materials, finishes, assembly requirements, and other specifications are listed on each product page.

5. How long does shipping take?

Orders are typically processed within 1–3 business days after payment is confirmed.

Estimated delivery time is usually 10–20 business days after dispatch, depending on the destination and shipping conditions. Actual delivery times may vary due to carrier operations, customs procedures, weather, or other circumstances.

For more information, please see our Shipping Policy.

6. How much does shipping cost?

We offer free standard shipping on orders of $35 USD or more.

For orders below $35 USD, applicable shipping charges are calculated and displayed at checkout based on the destination and available shipping method.

7. Do you ship internationally?

We primarily serve customers in the United States and other supported regions. Available shipping destinations will be displayed at checkout.

If your location is not available during checkout, we may not currently be able to ship to that destination.

8. How can I track my order?

Once your order has shipped, you will receive a shipping confirmation email with tracking information when available.

You can use the tracking number to check the latest delivery status. Tracking updates may take some time to appear after dispatch.

If tracking has not updated for an extended period or your package appears to be missing, please contact service@timberoakus.com with your order number.

9. What is your return window?

Eligible products may be submitted for return within 30 calendar days after delivery.

For preference-based returns, items should generally be unused, undamaged, and in their original condition. Furniture should remain unassembled where applicable, with original packaging and included components retained where reasonably available.

Products that arrive damaged, defective, incorrect, or materially different from their descriptions will be reviewed separately. For full details, please see our Return & Refund Policy.

10. How do I request a return?

To request a return, contact service@timberoakus.com and provide:

  • Your order number

  • The item you wish to return

  • The reason for the return

  • Photos or videos where relevant, particularly for damaged, defective, or incorrect items

Our support team will review your request and provide further instructions if it is approved.

Please do not send any product back before receiving return authorization and the appropriate return address.

11. Who pays for return shipping?

For preference-based returns, such as a change of mind, customers are responsible for return shipping costs unless otherwise required by applicable law or agreed by Timberoakus.

If an item arrives damaged, defective, incorrect, or materially different from its product description, we will provide an appropriate replacement, refund, or return solution without charging the customer return costs for the verified issue.

12. When will I receive my refund?

Approved refunds are generally submitted to the original payment method within 5–10 business days after the returned item has been received and inspected.

The actual time required for the funds to appear in your account may vary depending on your bank, card issuer, or payment provider.

13. Can I cancel or change my order?

Please contact service@timberoakus.com as soon as possible if you need to cancel or change your order.

We will review your request if the order has not yet entered fulfillment. Once an order has entered fulfillment or shipping, it may no longer be possible to cancel or modify it.

If a cancellation is accepted after payment, an appropriate refund will be arranged. Any mandatory cancellation rights under applicable law remain unaffected.

14. What if my item arrives damaged or defective?

If your nightstand arrives damaged, defective, incorrect, or materially different from the product description, please contact us promptly after delivery.

Include your order number and clear photographs or videos showing the issue. For furniture, photographs of the affected parts, packaging, and shipping label can help us review your request.

We will assess the situation and provide an appropriate solution, such as a replacement, refund, or authorized return, without charging the customer return costs for a verified product or fulfillment issue.

15. Are personalized or customized items returnable?

Personalized, customized, or made-to-order items may be subject to different return conditions where these are applicable to a particular product.

Any relevant restrictions will be clearly stated on the product page or in our Return & Refund Policy before purchase. Such restrictions do not remove any consumer rights or remedies that cannot legally be excluded, including applicable rights concerning damaged, defective, or incorrect products.

Need More Help?

If you have additional questions about our products, orders, shipping, or returns, please contact our customer support team.

Timberoakus

Business Operator: Shanghai Yangli Ruiheng E-Commerce Co., Ltd.

Business Address: Room A403-3, Building 5, No. 1188 Jiangyue Road, Minhang District, Shanghai, China