Commonly Asked Questions

We do our best to fulfill orders within seven business days, at which time you will receive automated tracking updates via email. As soon as you place your order, we will factor in shipping costs based on the weight of the furniture, shipping location, and delivery factors. Factors such as delivering up flights of stairs and difficult access to increase shipping costs. Expect up to 25% additional expense as part of the total cost, depending on shipping location.

We ship to all 50 states. If you have trouble receiving shipments to your location, send us a message. 

The most reliable way to track your shipment is to contact our Warehouse Manager Jason Mlak.

Within the U.S., shipping costs are automatically calculated based on the weight of your purchase and the location of delivery. 

While different shipping speeds may be available to you at checkout, our fulfillment staff may choose a different service at the time of processing at their discretion, since large and/or heavy packages often cost 2-3 times the fee you see at checkout. A different shipping service may be chosen so as not to pass greater costs on to you.

While not always a default option at checkout, expedited shipping may be possible. Request expedited shipping by leaving a note in your shopping cart in the "Special Instructions" box.

Please note that our distribution center does not fulfill orders seven days per week, and choosing an expedited shipping service does not mean that it is possible to fulfill your order the same day is placed. Even if we expedite a package, we have no control over what happens after it leaves our warehouse, and your expedited shipping carrier may still incur delays.

All sales are final sale unless damaged in shipping to you. We are more than happy to answer further questions about furniture you have ordered, but unless it is incorrect or damaged according to your invoice, we do not accept returns with the exception of extenuating circumstances.

While we take issues regarding subjective defects seriously and will investigate, refunds or replacements are provided at our discretion.

We are extremely proud of the furniture that we carry and the long journey that the furniture takes from the forests of Northern Thailand to your space. If you are uncertain about your purchase, we recommend contacting us beforehand so that we can help guide your purchasing process.

Refunds will not be issued for used furniture. If you are dissatisfied with your unused furniture, please contact us immediately upon receipt with your concerns. If we are able to accept a return for unused furniture (at our discretion), the buyer is responsible for shipping costs back to our distribution center. Upon receipt of the item(s) in original condition, a refund will be issued to the original method of payment, minus shipping costs and a 10% restocking fee. Refunds will not be issued for shipping costs.

Products are packed with care to prevent damage in shipping, yet breakage is still possible when shipping across great distances.

If upon delivery of your furniture from Mountain Gate Woodworks, your furniture is damaged, immediately take detailed photos of the product(s) and all of the shipment packaging and send those files to us so we can file a claim with the shipping carrier and make sure you receive a refund or a replacement item, inventory permitting.

Please do not discard any of the packing material, as sometimes an inspection is required by the shipping carrier.

Any order that has not yet shipped can be cancelled and refunded, minus a 3.5% fee to cover payment processing expenses.

Sales taxes are applied at checkout for orders shipping to destinations in Colorado, where we have physical locations.