How can I reach Customer Service?
Email customer service or call 1-888-819-3005
Customer Service Hours:
Monday to Friday 9 am to 5 pm EST

Is the site secure?
Our site uses up-to-date security software. Click on the GeoTrust logo at the bottom of the page to view our security certificate information.

What is Interwood’s Guarantee?
At Interwood Direct, we are proud of the products that we represent and stand by their quality and reliability. All purchases are covered by our 30-day Unconditional Guarantee. If you are not completely satisfied, return your purchase within 30 days of receipt for a prompt refund (less shipping & handling).

Some products come with a manufacturer's warranty that is longer than our "30-day Unconditional Satisfaction Guarantee". Please follow the instructions of the manufacturer if you wish to exchange your purchase.

1. Please return goods as securely as possible in original carton with original shipping label.
2. Using the return form enclosed with your item, please indicate your Order Number (refer to label) and Date of Purchase, reason for return and action required (i.e. refund/replacement).
3. Ship via insured parcel post, or another traceable method. This is in your best interest as we cannot be responsible for items lost in transit.
4. Do not ship C.O.D.; we cannot accept parcels sent this way.
5. Please check your invoice to see which of our warehouses the item came from. The addresses are:

Interwood Direct / Northern Response
170 Zenway Blvd., Unit 3
Woodbridge ON L4H 2Y7

or

Interwood Direct / Northern Response
277 Humberline Drive
Etobicoke ON M9W 0B6

Once we have received and processed your return, we will credit your card within 72 hours (less s&h). If you paid by cheque or money order we will mail a cheque to you.

There is a 15% restocking fee on orders shipped to you with Free S&H.

What are Shipping and Handling Charges?
Every order received by us has many steps along the way. First the order is captured, either on-line or by an operator. The payment method must be verified and we must ensure we have the product available. The order is then sent to our warehouse where the product is pulled, packaged and labeled. These actions refer to the ‘Handling’ part of the charge. The final cost of shipping via Canada Post is the ‘Shipping’ charge.

The shipping and handling charges noted on this website are for Canada only. US orders have a 10% surcharge on the s&h.

How do multi-payments work?
When your order is ready to ship, a charge is made to your credit card that includes the first payment, all applicable taxes and the shipping and handling cost. Each subsequent multi-payment will be charged to your credit card starting 30 days after initial payment and every 30-days thereafter until the last payment. Multipayments are not allowed with PayPal orders.

When will my item be shipped?
All orders are generally processed the next business day. Assuming the credit card is verified, the item is shipped within 24 hours. Depending on where in Canada you live, delivery can be from 7 - 10 days.

What taxes are charged?
Tax rate by province:
ON – 13%
BC-12%
NS – 15%
NL -13%
NB -13%
QC - 5% GST + 8.925% QST
All other provinces and territories GST – 5%

How can I track my order?
If you have received an email notifying you that your order has been shipped, please visit the Canada Post website to track your parcel. You will need the Tracking number that can be found in your delivery confirmation email.

When inquiring either by phone or email about the status of a product, please provide us with some or all of the following information:

• Full Name (person who paid for the item)
• Shipping Address (address that the product was delivered to)
• Date of Order
• Payment Method
• Order number