Frequently Asked Questions

How to store your smoking wood products?


We have taken great care to supply you with the best Smoking Wood products on the market, so it should arrive to you in perfect condition, however like all quality products the correct storage is also important. As Smoking wood is a natural wood product there is still a certain amount of moisture in the wood so the correct storage is very important. For Chunks & Chips & Dust you need to store the bags in a dry ventilated place like a shed or garage with good airflow, and ideally keep the bags opened to allow air to circulate, this will allow any condensation or moisture to evaporate. Do not keep the bags unopened in a warm place or they will go mouldy. The exception to this is Whisky Oak where it is better to keep all the fantastic whisky flavour contained.




How quickly will my order be processed?


We process orders Mondays to Fridays accept Bank Holidays, your order will be dispatch the next business day. Once you have place your order we will send you a confirmation email confirming that you have placed an order. You will also receive an email once your delivery has been dispatched, informing you that your order is on it's way. Any order placed on a Friday will most likely processed the following Monday. If you ever have any questions on an order, feel free to email us at info@smokewoodshack.com




Change of delivery address & can I have my order shipped to an address of my choice?


All deliveries will be made to the address provided, via your Paypal Account or the address that you provided if paying via Worldpay, so please ensure that you have provided a current address. If you need to change the delivery address for whatever reason please reply using the email that we sent you confirming your order, this is because the return email is flagged in our inbox for action. Please be aware that if you use your own email account that your email might end up in our spam folder depending what you put in the subject line of the email. If you contact us with a change of address we will always confirm via email that we have received your amended instructions within 24 - 48 hours. If we do not reply within this time it means we have not received your email, therefore Smokewood Shack will not except any responsibility for a delivery being sent to the wrong address. Any changes of address that have to be made once your order has been processes could incur an addition fee which is charged to us by the couriers to re-route your parcel to another address.




Delivery & Tracking


By placing an order with us you are accepting responsibility that someone will be available to except the delivery. All parcels delivered have tracking as standard, therefore if you know no-one is going to be available to accept delivery please provide us with instructions where the parcel can be left, alternatively you could contact the Courier to rearrange delivery via their delivery confirmation email however the responsibility lies with the customer and not with Smokewood Shack once the parcel has been delivered. We use 2 different companies to ship your products out to you, as this offers the best shipping. For orders that weigh under 2 Kg's they are shipped on a 48 hour service using Royal Mail, and orders that weigh over 2 Kg's they are shipped with Parcelforce 24 hour service. Like all couriers Royal Mail and Parcelforce will not guarantee that this is a 100 % guaranteed service because of weather and forces beyond their control, therefore Smokewood Shack will not be held responsible for parcels that are delivered outside this time frame.




Failed Delivery


The courier will attempt to deliver your parcel , however if your parcel is undelivered the courier will leave a card though your door informing you that they tried to deliver your parcel and were unsuccessful. The courier will attempt redelivery on another occassion or alternatively they will take the parcel to your local post office where you can collect your parcel. The parcel will be held at the post office for 14 days and if it is not claimed it will be returned back to Smokewood Shack. . If the parcel is returned back to us this will incur an additional charge for returning the parcel, so If you require your parcel to be redelivered again the additional payment must be paid to cover the additional fees incurred. This is the fee charged to us by the courier company for returning the parcel back to us. (currently £7.50 ). There will also be an additional shipping fee to resend your parcel, which is the same amount that was charged on your initial order.




Parcel refused by customer


When a parcel is refused by the customer for whatever reason we are usually informed by the courier company and not by the customer. We will attempt to contact the customer by phone & email that the customer provided with their order for more information. If the customer has not contacted Smokewood Shack within 36 hours the parcel will have to be returned back to us, which we incur an additional charge for having the parcel returned. If you require your parcel to be redelivered again an additional payment must be paid to cover the additional fees incurred. This is the fee charged to us by the courier company for returning the parcel back to us. (Currently £7.50 ). There will also be an additional shipping fee to resend your parcel.




What methods of payment do you accept?


We accept PayPal, Credit and Debit Cards.




Damaged or Missing Products.


If you have problems with your order, please contact us, within 3 days of receipt and we will try our best to sort it out. If items are missing or damaged you will need to keep the original packing receipt and all the packaging as proof may be required to validate your claim. All items shipped are covered by the couriers insurance and we require photo's of the packaging and shipping receipt to substantiate an insurance claim, failure to keep the packing slip and the original packaging could invalidate any claim.




I didn't receive my order


As soon as you place an order we will send you an automated email confirming your order (please use this email to inform us if you need to change the delivery address as this email is flagged in our inbox for action). We will send you another email once your parcel has been dispatched. These emails are sent to the email address that you provided when you placed your order, if you do not recieve these emails please check your spam folder. For orders that weigh under 2 Kg's they are shipped on a 48 hour service using Royal Mail, and orders that weigh over 2 Kg's they are shipped with Parcelforce 24 hour service. All our parcels are tracked and fully insured by the courier company so If you have not received your order within 7 days please get in touch and we will look into the issue with the relevant courier company. Unfortunately if you do not contact us within 30 days we will not be able to reimburse you in accordance with the terms & conditions of the couriers insurance policy. We must stress that these are the terms and conditions on the relevant courier companies and not ours.




Is your site secure?


Yes. Our site is hosted on secure servers, and the checkout process is encrypted for your protection.




What are your Postage Charges?


We use 2 different companies to ship your products out to you, as this offers the cheapest shipping. For orders that weigh under 2 Kg's they are shipped on a 48 hour service using Royal Mail, and orders that weigh over 2 Kg's are shipped next day delivery (24 hour service) with Parcelforce. Free Shipping on orders over £50.00 (mainland UK only). Excluding commercial orders. 0 - 2 Kg = £5.50 - Royal Mail 48 Tracked 2 - 30 Kg = 7.30 - Parcelforce 24 Tracked The shipping rates for Northern Ireland, Highlands & Islands of Scotland, Channel Islands, Isle of Man, Scilly Isles. are calculated at checkout depending on the weight of the parcel.




Returns - Can I send my smoking wood back to you?


Of course you can, just let us know within 48 hours of delivery by email, or by using the "Contact Us" page on our website, informing us that you are returning your products. All products may be returned if they have not been used, and must still be in their original packaging. The returns are at your expense, and must be sent within 7 days of your email. Upon receipt of the goods, a refund of the purchased goods will be given, this will not include the shipping costs that you have paid as we have had to ship the order out to you. Please note that any products that have been returned damaged, used, or are not the correct weight (within 5% of the original weight) will not be refunded.




Refunds & Discrepancies


Any refunds due to changes in the order that are not the fault of Smokewood shack could be liable to an administration fee of £25.00. This is to cover additional administrative, banking & Paypal charges incurred, and is solely at the discretion of Smokewood Shack.




Smoking Dusts


All our dusts have been quality controlled checked with a moisture meter and each individual batch produced has had a test burn to ensure that it burns correctly before it is sold. A sample of this dust is then stored to be used in comparison for customers returns. Because of the stringent checks that we carry out we are confident that it is not the dust at fault and after answering emails from customers and also reading articles on Facebook Groups who are not just our customers but also other users of dust that have issues keeping their dust alight that the issue is most likely air flow and also keeping your Cold Smoke Generator clean to allow air flow around the dust to allow it to burn. Other things to take into consideration are the following: Have there been any other complaints with this batch of dust not burning? - If there has been numerous complaints it it most likely the dust, if there has not been any complaints it is most likely not the dust. Therefore if the customer wants to return the products back to us (at their expence) we will carry out our productions tests and if the products fail we will replace the products free of charge plus reimburse the postage costs. If the products pass our moisture test and light correctly we will ship them back to you but there will be an additional £4.99 postage charge.




Are my personal details kept safe?


They certainly are. We fully respect your privacy. Data Protection & GDPR Compliance We use your personal data purely for the purpose of processing, fulfilling and delivering your order placed with us. We do not share or sell your details to third parties for marketing purposes.

When you buy online you will be required to submit some personal details. All customer data held by Smokewood Shack is held in accordance with GDPR legislation and in accordance with the Data Protection Act. Data is stored securely on our cloud-based ecommerce system. Following an order, we will hold your data securely for a period of no longer than three years, for warranty, after-sales service and marketing purposes, after which your details will be deleted. You have the right to request that your details are deleted from our system at any time. Your delivery address information may be provided to a supplier and their delivery company if your order is to be fulfilled directly by them. Such suppliers are bound by the Smokewood Shack privacy policy and will not supply your details to any other third party. We may contact you by phone or email to request additional information in order to process and ship your order to you, or to provide information on new products or special offers, but only with your express consent. When you place an order online you will be given the opportunity to opt-in to such communications and you have the option to unsubscribe at any point.




YOUR PAYMENT INFORMATION


When buying online with Smokewood Shack you will be required to submit payment card details and primary contact information. Our payment system is handled by Worldpay and Paypal and all online transactions are carried out over a secure internet connection where your payment details are encrypted.

GDPR COMPLIANCE Our GDPR compliance is constantly reviewed and updated in accordance with current and future GDPR policy.




If I purchase a mixture of different woods, how will I know the difference?


All our woods are packaged separately, and clearly labelled, so there can be no mix up.




Should I soak my wood before using It?


Some people swear by it, others are totally against it. There are lots of articles on the web on this topic. Personally I don't, with the exception of Whisky Oak Smoking Chips, as the water helps release the wondeful whisky aroma.




Allergies, Sensitivities & Stuff Like That


We clean the saws after each use, and store all our products in separate containers, and while care is taken during cutting storing and packing we cannot guarantee that some wood dust, chip or chunk of Smoking wood has not fallen into another container.




Can I re-sell your products?


You certainly can, drop us an email for more information at info@smokewoodshack.com




Can I re-sell your products on Amazon or Ebay as a third party seller?


Absolutely not as this breaches our terms and conditions.




Can I re-open your packaging and then  re-package your products under my own brand?


Definitely not, but get in contact with us and we will discuss other options with you.




I have noticed some black spots and brown marks on some of the Smoking Wood Chunks, what are they, and is it still safe?


The black spots that sometimes appear on the chunks are from the chainsaw lubricating oil, and we only use food grade oil to keep the chain lubricated which is totally safe. As for the brown marks, they are scorch marks from the saw blades that we use to cut the wood, the blades can get hot which occasionally scorches the wood.




Is it safe to smoke wood with bark on?


Yes, again it is another hot topic and is down to personal taste.





Contact Us

Smokewood Shack 

Andover

Hampshire

United Kingdom

Tel: 07834 621139 (Between 9am and 5 pm)

info@smokewoodshack.com

Smokewood Shack is the Trading Name of

Onevision Trading Ltd.

No 09779559, VAT No 362 7813 82.

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