FAQs

Question 1

How long will it take to receive my order?

Accepted Answer

In today’s market, product is moving fast and our available delivery date moves with it. Our website is regularly updated with the most up-to-date delivery timeline. An estimated ship-by date will be available on each product page.

Question 2

Will I be contacted by Woodland Mills after I place my order?

Accepted Answer

You will receive an order confirmation email from Woodland Mills confirming we've received your order. Otherwise, we will only contact you if we need additional information. Please check your junk or spam folders if you didn't receive your order confirmation email.

Question 3

Does Woodland Mills offer promotional sales prices or discounts?

Accepted Answer

At Woodland Mills, we’re dedicated to providing consistent, competitive pricing to all our customers. Our products are thoughtfully engineered and shipped directly to you, ensuring that every purchase reflects our commitment to quality, strong warranties, and exceptional customer service. Whether you buy online or over the phone, you’ll receive the same value-driven price—our prices are fixed and non-negotiable. You pay the same price that your neighbour pays.

Question 4

What method of payment does Woodland Mills accept?

Accepted Answer

We accept Visa, MasterCard, Bank Wire Transfer, Certified Cheque, e-transfer (Canada only), Affirm Monthly Payments (USA only), and RBC PayPlan Monthly Payments (Canada only). Personal cheques are not accepted. Please do not mail personal cheques as payment. We do not accept deposits. All orders need to be paid in full at the time of purchase. We require full payment so that we can lock in the best current market and delivery price for you. If paying by credit card, your card will be charged immediately for the full order amount at the time of purchase.

Question 5

I'm an Indigenous Peoples Status tax-exempt customer. How do I order?

Accepted Answer

Please contact our sales department to place your order. A valid Certificate of Indian Status card issued by the federal government will be required to verify identity. Photo identification can be emailed to sales@woodlandmills.com In all Canadian provinces, Indigenous Peoples are HST exempt if the order is delivered to the reserve. In all Canadian provinces, if your order is delivered off-reserve it will be charged 5% HST. Full details on Canada's rules regarding GST/HST and First Nations Peoples can be found here.

Question 6

Does Woodland Mills offer any financing?

Accepted Answer

Canadian Customers: Financing is available through RBC PayPlan. Learn more. American Customers: Financing is available through Affirm. Learn more.

Question 7

Does Woodland Mills charge tax?

Accepted Answer

Taxes are applicable and can vary depending on country, region, and state or province. Tax will be calculated and applied during checkout.

Question 8

Why was my credit card declined at checkout?

Accepted Answer

Please call the number on the back of your credit card for assistance. Possible reasons your card was declined at checkout: Incorrect billing address, postal/zip code and/or credit card information. Your credit card provider/financial institution may have an international purchase block on your card. Your credit card provider/financial institution may have flagged this purchase as out of character. You have reached or exceeded the daily spending limit for that card.

Question 9

Can Woodland Mills ship to a PO Box?

Accepted Answer

It depends on what you’re ordering. Small parcel items can be shipped to a PO Box, but palletized items that ship via less-than-truckload (LTL) freight require a physical street address. If you’re unsure or have a unique situation, our customer support team is happy to help!

Question 10

Can I specify a delivery date/time for my order?

Accepted Answer

Please indicate any special delivery instructions in the optional order notes field at checkout and we will do our best to accommodate your request. When your order is close to delivery, we have requested our delivery partners to contact you directly to arrange a date and time for delivery.* *You are required to be present for the delivery.

Question 11

What does curbside delivery mean?

Accepted Answer

Curbside Delivery means the trucking company will deliver your shipment to the end of your driveway where it meets the road. This assumes that there are no road restrictions at the address and that it is accessible by an 18-wheel truck.

Question 12

Is tailgate service available during delivery?

Accepted Answer

Delivery services include curbside delivery, meaning items will be delivered to the curb at the end of the driveway. Large and overweight orders will be delivered using a freight truck directly to the address provided if the location is accessible. Large transport trucks with a liftgate are often used for delivery. The truck must be able to navigate to the delivery location. Please ensure the address provided is accurate and accessible. If your address is not accessible by a large truck, please contact Woodland Mills directly for accommodation. Not doing so prior to shipment may result in a redirection charge that you would be responsible for.

Question 13

What should I do if my order is damaged during delivery?

Accepted Answer

All deliveries should be inspected for damage before accepting the delivery. It is recommended that you check the piece count and skid count noted on the Bill of Lading before accepting. If you notice that there may be some shipping damage or that there is an item missing and you are accepting the delivery, please note on the Bill of Lading that you have accepted the shipping with visible/possible shipping damage or items missing. Please contact us immediately if this occurs and we will work with you to correct the issue.

Question 14

Do I need to be home for delivery?

Accepted Answer

For larger palletized items (e.g.: core products like sawmills, wood chippers, etc.), you or a designated individual will need to be home to accept delivery on freight orders. A customer service representative from the freight provider will contact you to schedule a day and time for delivery.

Question 15

How can I track my order?

Accepted Answer

You will be provided with a tracking number with your shipping confirmation email. This email will be sent when your order has left our warehouse. You can use this tracking number to track your shipment with the carrier partner. Tip: If you don’t see the email, be sure to check your junk or spam folder!

Question 16

Does Woodland Mills ship to remote locations?

Accepted Answer

Yes, we do our best to ship to customers wherever they are. That said, remote areas may have additional shipping costs beyond our flat rate. If you’re in a remote location, our customer support team will confirm any extra charges. Remote areas include but are not limited to Northern British Columbia, Alaska, Hawaii, Puerto Rico, Yukon Territories, Northwest Territories, Nunavut and some parts of Newfoundland.

Question 17

How does flat rate shipping work?

Accepted Answer

Flat rate shipping is available on select products for a fixed cost as indicated on the product information pages of the website. Flat rate shipping does not apply for customers located in remote regions including but not limited to Northern British Columbia, Alaska, Hawaii, Puerto Rico, Yukon Territories, Northwest Territories, Nunavut and some parts of Newfoundland. Please call us if you have specific requests or questions related to the delivery of your product. If you believe you are located in a remote area, please contact customer support for an accurate shipping quote.

Question 18

How are shipping costs determined for smaller items?

Accepted Answer

Shipping costs for smaller items that aren’t classified as core products are calculated individually based on their weight, dimensions, and your delivery location. These items do not qualify for our flat-rate shipping, so the final shipping cost will be determined during checkout.

Question 19

Can I pick up my order from one of your warehouse locations?

Accepted Answer

Customer pick-up requests from warehouse locations can be arranged in most cases. Pick-up requests must be arranged through a customer service representative. Contact us and we'll get you sorted.

Question 20

Where are Woodland Mills warehouses located and where do products ship from?

Accepted Answer

Woodland Mills operates in over 100,000 sq. ft. of warehouse space, strategically positioned to ensure efficient order fulfillment and shipping. Our key locations include: Port Perry, Ontario, Canada (Head Office & Showroom) Vaughan, Ontario, Canada Buffalo, New York, USA Portland, Oregon, USA Gothenburg, Sweden Sydney, Australia These facilities allow us to effectively serve our customers both locally and internationally.

Question 21

Where can I find the product manual?

Accepted Answer

Manuals are shipped with each product. They can be located in the black manual tube attached to the product. You can also download the PDF version of a manual from our technical resource page.

Question 22

What type of warranty is provided with Woodland Mills products?

Accepted Answer

We believe in the reliability of what we make. That's why we stand behind every Woodland Mills core product with a 3-year warranty, and a 1-year warranty on parts and accessories. Our warranty covers the cost of replacement parts, and we even cover the cost of shipping parts to you. For full details on coverage, exclusions, and terms, check out our warranty policy or give us a call.

Question 23

Are warranty or spare parts readily available?

Accepted Answer

Most common maintenance items and replacement parts are available and in stock. Our goal is to ship these items out as quickly as possible to keep you up and running. If you need help or have additional warranty questions, just give us a call and we'll get you sorted.

Question 24

Do Woodland Mills products come assembled?

Accepted Answer

Products come disassembled to reduce delivery costs and allow for compact shipping. Assembly time varies across our products, but our easy-to-read manuals assist with assembly once unpacked. We recommend 1-2 people for assembly of our larger products (e.g. sawmills).

Question 25

Where are Woodland Mills products manufactured?

Accepted Answer

Our products are designed and engineered in Ontario, Canada by our dedicated team and manufactured overseas by a network of trusted partners. With over 15 years of collaboration, we have continually refined our product development process to ensure the highest quality standards in every product.

Question 26

Can I see a demo of the product before I purchase?

Accepted Answer

We offer detailed product demonstration videos on our official YouTube channel as well as on our website’s product pages. These demos provide an in-depth look at our products’ features, functionality, and benefits, helping you make an informed decision before your purchase. Additionally, to see customers putting our products to work, check out our customer stories on YouTube, our Facebook community of more than 65,000 members, or our Community Gallery.

Question 27

Does Woodland Mills have any used or demo models available for purchase?

Accepted Answer

We don’t typically have used or demo models for sale, but you’re always welcome to reach out to our customer support team to see if anything’s available. You never know — it doesn’t hurt to ask!

Question 28

Can Woodland Mills send me a catalog?

Accepted Answer

We get it — there’s just something about flipping through a good catalog. If you’d like a copy, just let us know and we’ll send one your way, totally free. Prefer to browse online? You can check out the digital version anytime on our catalogue request page.

Question 29

Does Woodland Mills attend any trade shows?

Accepted Answer

We don’t regularly attend tradeshows, but it’s not off the table either. The best way to stay in the loop on events, new product launches, and other news is to follow us on social media or subscribe to our newsletter. That way, if we do decide to hit the road, you’ll be the first to know!

Question 30

Does Woodland Mills have any dealers near me?

Accepted Answer

For information on dealer locations, please click here.

Question 31

Where is the Woodland Mills head office located?

Accepted Answer

The Woodland Mills head office and showroom is located at 1431 Scugog Line 6, Port Perry, Ontario, Canada. This location is also home to our customer support team, R&D and engineering departments, and more!

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