Upon placing your order you will receive a confirmation email.

Once your order has been set up for shipment you will receive a shipment notification email that will contain the carrier tracking information. The carrier will reach out to schedule delivery via phone or email, with the exception of small parcel carriers such as UPS.

*If you have not received our emails you may need to check your spam or promotions folder.

You can also log into your account* and view the "orders" page to check your order status.

Please log into your account and you will find a tracking message with all the contact information for the freight company, this is also emailed to you as soon as your shipment is released. To further inquire about a shipment you can reach out to the freight company and to request a status update.

Alternatively, our Customer Happiness Team can request an update on your behalf. Connect with us on our Live Chat or visit our Contact Us page to complete the contact form.

Once you receive your shipment notification email you will be able to track your shipment. When your order reaches the local delivery station, the shipping company will call the number on your order to schedule delivery.

Upon placing an order with us you should have received 2 emails. One will be your login information and the other your order invoice.

Ensure to check your spam, junk or promotion folders as sometimes they may appear there. Please also make sure to add us to the safe senders list to receive our future updates.

Whether your order is a in-stock purchase or a custom order our system provides updates on your order as it move along our production and logistics chain.

Please look through all of the packagings to ensure all items are accounted for. Smaller items such as legs or hardware are typically included inside the product packaging. If a part of your order was not delivered please contact our Customer Happiness Team by connecting with us on our Live Chat or visit our Contact Us page to complete the contact form.

Not to worry, as long as the order has not been set up for shipment, our team will arrange for your order to be held until you are ready to receive delivery. Storage fees may apply depending on the length of time. You can request a future ship date in the delivery instructions box on the checkout page, or connect with us on our Live Chat or visit our Contact Us page to complete the contact form.

Firstly, we'd like to apologize. We work hard with our factories, warehouses and logistic companies to reduce lead times and avoid delays, which we let you know about as and when they arise.

If you've been waiting longer than you should have and you haven't heard from us, please log in and go to 'Orders' to get the most up to date information on the whereabouts of your products or connect with us on our Live Chat or visit our Contact Us page to complete the contact form.

We use specialist third-party companies to deliver your products to you as efficiently as possible. In rare cases, they might experience a few hiccups or communication issues. The problem is most likely due to IT tracking issues, or there is a mix-up at their local sorting facility.

We highly recommend to call our freight carrier using the information included in your tracking update email to locate your order, they will be able to help with any re-deliveries that may need to be done as well. Please have your tracking number ready when contacting them.

When the local delivery agent receives your order, they will call you to schedule the delivery. Typically, the driver will also call on the day of delivery to alert you they are on their way.

If your order was shipped via small parcel courier ( UPS, FEDEX ) you will not be called for the delivery date. Please track your order online to ensure that you are available to receive the delivery.

If you need to change your delivery address please visit our Contact Us page to notify us as soon as possible. You can do this at any time up until 24 hours before we dispatch your item(s). If your items have already been dispatched, changing your delivery address may not be possible or there may be a charge for arranging redelivery.

Please visit our Returns, Refunds & Claims page here for full details on Order Cancellation. 

We accept payment through Paypal, Credit/Debit Card.

All our prices and listed in US dollars. To help customers approximate the USD values in their local currency, please use www.xe.com.

If a coupon, discount or voucher has been missed from an order, we must be notified within 72 hours of the order being placed to add or adjust the balance.

Both the currency and tax for an order is based on the Shipping address.

Please note that there may be additional administrative, exchange or transaction fees charged by your credit card provider as we are a Chinese company. To further inquire about this, please review the terms and conditions with your credit card provider.

Your credit card will be automatically charged for outstanding payments, including but not limited to overdue invoices and fees for additional services.

Please note that for all orders, including pre-orders awaiting back-ordered items and custom orders the full payment will be charged upon placement of the order.

Payment can be declined for a variety of reasons.

The first thing to do is to check that we accept your card type. Next, make sure your card details are correct and your billing address is the one assigned to your card.

If it still isn’t working, we recommend you give your bank a call and let them know you are making an online purchase. This type of issue can usually be attributed to your credit card company not recognizing our company. Once you have spoken with your card provider you can give us a callback or send us an email to authorize us to submit the charge again.

As with any natural material each piece of wood will vary slightly in grain and tones as each piece of wood is unique. Products on wiisidea.com may have different finishes. Although we do our best to ensure consistency, wood veneers may show more drastic variation when matching pieces that were purchased years apart.

We always recommend ordering a swatch sample before purchase so you can compare/see the wood finish in your own home.

We are proud to stand behind the quality of the products we sell.

While cases are rare, damages and defects do happen once in a while so we encourage you to inspect your item(s) upon delivery.

Please visit our Returns & Refunds page to see full details on our Damaged or Defective Items policy.

If you have received the wrong item please connect with us on our Live Chat or visit our Contact Us page to complete the contact form.

Not to worry, our factory may have hidden them away to protect the finished product in transit. Please ensure to check all packaging before disposing. If you are still unable to locate the missing parts please contact us immediately.

Please visit our Product Care page

Unfortunately, we do not offer returns if you simply change your mind.

Unshipped Items Return Policy
*30% restocking fee will be charged for unshipped item returns without valid reason within 30 days of the original order being processed.

Shipped Items Return Policy
*For quality or other issues, the Buyer can request a refund or reshipment within 3 days after the end customer has received the item. The reshipment fee will be borne by the Seller.

To return and/or exchange an item, please connect with us on our Live Chat or visit our Contact Us page to complete the contact form. We will guide you through the process.

Should the item arrive damaged, we will refund or exchange it for you.

Please connect with us on our Live Chat or visit our Contact Us page to complete the contact form. We will guide you through the process.

In the event of manufacturing defects, the Buyer can request a refund, partial reshipment or full reshipment within the warranty period.

Please connect with us on our Live Chat or visit our Contact Us page to complete the contact form. We will guide you through the process.

Beginning from the date of delivery, purchased products include a 12-month warranty. In the event of manufacturing defects, the Buyer can request a refund, partial reshipment or full reshipment within the warranty period.

Please note that the warranty policy does not apply to the following situations:
-Damage resulting from negligence, abuse, normal wear and tear or natural disaster and accidents, including but not limited to: burns, cuts, tears abrasions, scratches, watermarks, indentation or pet damage
-Damage resulting from unauthorized modifications, except with written approval from Seller
-Products not purchased through the wiisidea.com
-Products with their own individual warranty policy

Call: +1(646)384-692

Email: cs@wiisidea.com

Address: 685 Market Street San Francisco, CA 94105, United States

Our warehouses are still open and dispatching your orders with increased safety measures in place.Due to reduced postal services and restrictions, please allow for additional shipping times.We thank you for your support during this time. Stay safe.