Frequently asked questions
Where does Tomo & Timber ship?
Tomo & Timber currently ships to most locations within Canada.
Available shipping destinations are shown at checkout. Some remote destinations, oversized products, and regulated products may be unavailable or subject to additional shipping restrictions.
How much is shipping?
We offer FREE Standard Shipping on orders of $299 CAD or more before taxes.
Shipping rates are calculated at checkout based on your order and delivery destination. We offer FREE Standard Shipping on eligible Canadian orders of $299 or more. Some exclusions apply, including oversized items, regulated products and certain remote destinations.
How quickly will my order ship?
Orders are typically processed within 1–3 business days.
Orders placed on weekends or holidays will begin processing on the next business day.
During especially busy periods, processing may take a little longer.
Will I receive tracking information?
Yes. When tracking is available, you’ll receive a shipping confirmation with tracking information once your order has been dispatched.
Please allow some time for the carrier’s tracking system to update after your shipment has been created.
Can I return an item?
Yes. We accept eligible returns within 30 days of delivery.
Returned items must be unused, in their original condition, and include all original packaging, accessories, manuals, and components.
For change-of-mind returns, return shipping is the responsibility of the customer.
Please see our Returns & Refunds Policy for complete details.
Do you charge a restocking fee?
No. We do not charge a restocking fee on approved returns that meet the conditions of our return policy.
Are original shipping charges refundable?
For change-of-mind returns, original shipping charges are not refundable.
If an item arrives damaged, defective, or incorrect, please contact us and we’ll work with you to resolve the issue.
What if my order arrives damaged, defective, or incorrect?
Please contact us as soon as possible.
We may ask for photographs of the product, packaging, and shipping carton so we can assess the issue.
If a return is required because the item arrived damaged, defective, or incorrect, Tomo & Timber will cover the appropriate return shipping costs.
Are fuel canisters returnable?
No. Fuel canisters, compressed gas, and similar hazardous products are final sale and cannot be returned or refunded, except where required by applicable law or where Tomo & Timber has shipped an incorrect product.
If there is a problem with one of these products, please contact us before attempting to ship or return it.
Can fuel and compressed gas be shipped anywhere in Canada?
Not always. Fuel and compressed gas require ground shipping and may not be deliverable to all Canadian destinations.
Fuel Ground Shipping is $14.95 on orders of $69+, excluding any regular shipping charges. Fuel does not qualify for free shipping on orders of $299+.
Do your products include a warranty?
Yes. All of the brands we carry provide manufacturer warranty coverage.
Warranty terms and coverage periods vary by brand and product. If you experience an issue with a product, contact us and we’ll help determine the appropriate next step.
Are you an authorized retailer?
We source our products through established manufacturer and distributor relationships and authorized supply channels.
This helps ensure that the products we sell are genuine and supported by the applicable manufacturer warranty.
Where is Tomo & Timber based?
Tomo & Timber is based in Ontario, Canada.
We are an independent Canadian retailer focused on thoughtfully designed products for light and fire outdoors.
Why does Tomo & Timber focus on light and fire?
We believe light and fire play a big part in how a campsite feels.
A warm lantern can make a table, shelter, or campsite more inviting, while a fire creates warmth and a natural place to gather.
That idea is at the heart of the products we choose to carry.
Do you carry products from Japan and Korea?
Yes. We have a particular interest in thoughtfully designed outdoor products from Japan and Korea, along with other brands that fit the Tomo & Timber approach.
We look for products that combine function, durability, thoughtful design, and character.
Will you be adding more products?
Yes.
Our collection will continue to grow, with a focus on lighting, fire pits, fire-making accessories, and related products.
We would rather add products selectively than carry everything.
Can I contact you with a product question before ordering?
Absolutely.
If you have a question about compatibility, features, shipping, or whether a particular product is right for your needs, contact us and we’ll do our best to help.