Shipping & Returns
Shipping
Q: Why is the shipping so expensive???
A: We calculate shipping based on the weight of items in your order. Some especially long or bulky items incur a dimensional weight charge (this is not within our control, but dictated by USPS, UPS and FEDEX). And since we have some products that are drop shipped from different parts of the country, we try to average shipping costs throughout the US. this sometimes means that you get charged too much if you are close to us or one of our drop shippers. We always look at the shipping charged and the actual shipping and make a refund if needed.
If you feel the shipping is excessive, please let us know and we will see if we can give you a better rate—sometimes the weight settings we have are incorrect, and it helps us to set those more accurately.
Q: Can I pick my order up at the warehouse?
A: We are open for business at 826 East Park Street. If you plan to come by our warehouse to pick up an order we request that you place your order online and choose the "Pick up in store" option under shipping method when you check out. This way, we have your order ready for you to pickup when you arrive.
Will Call hours are Weekdays 10am to 5pm - please call before arriving 888-683-1930
Q: How will my order be shipped?
A: We use USPS priority and FedEx Express 2-Day. Most packages are small, and for residential deliveries, this is more economical than UPS. We do occasionally use UPS or FedEx for larger shipments (such as epoxy and fiberglass), and will also use one of them if specifically requested. Please ask if you would like express shipping. We will calculate any extra charges and get back to you.
Q: Is first class shipping possible?
A: We can ship first class up to 13 ounces. After 13 ounces, the priority rate automatically applies. If you are ordering small, light items, ask, and we will check. We can also ship parcel select on some larger items—we just have to check weights and dimensions with postal requirements.
Q: How is the shipping amount calculated?
A: Shipping is calculated by weight. If you feel the shipping is excessive, please let us know and we will see if we can give you a better rate—sometimes the weight settings we have are incorrect, and it helps us to set those more accurately.
Q: How quickly will my order arrive?
A: We are a small operation, and while we do our best to ship promptly, but we cannot promise same or even next day shipping at all times.
If you wait until the last minute to order parts, there is a chance you will be disappointed--some parts might be on back-order, or we will be out of the office for a day or two and shipping will be delayed. We always try to let customers know about back-orders--which are largely out of our control.
International shipping
Q: Do you ship internationally?
A: Yes—just enter the items you want and then the correct region in the shopping cart to see your shipping cost. Do note that if we charge you too much shipping, we will refund any overages.
Q: Are all items available for international shipping?
A: No—we cannot ship epoxy, fiberglass cloth, paints or other liquid items internationally. Some large items are only available with a shipping quote. Please check the page of the item you wish to order to see if there are international restrictions.
Q: Why is international shipping so expensive?
A: We typically use priority mail for international shipping because we have found it to be the most reliable method. We also add insurance to most large international shipments—if lost, we will be able to reship your items.
If we find that we can ship your package in a flat rate box, we will do that and refund the extra shipping. You can certainly ask us if we think your order will fit in a flat rate box.
Q: Can you ship my international order first class?
A: Small items (under 4 pounds), can sometimes ship first class for less that flat rate priority. We will ship first class if asked, but we cannot predict time in transit (it can be slow). Delivery confirmation is now available for some countries. Please inquire about first class shipping: We need your FULL address to accurately calculate shipping.
Returns
Q: Can I return plans?
A: Plans cannot be returned. Please research whether the plan you are considering is a good choice for your needs, budget and skill level etc... Plans cannot be returned; no refunds will be granted if the plan you have chosen is not after all a good fit for you. It is highly recommended that you get study plans, if available, as they will help you judge whether the plans are a good choice for you and your needs. If you have questions, please call (888) 683-1930 or email support@duckworks.com We want to help you get the plans that suit your needs.
Q: Can I return items I don't need?
A: You may return most new, unopened items within 30 days of delivery for a full product refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please send it to the address below and be sure to include the packing list or a copy of the order confirmation so we will know who to issue the refund to.
Send returns to:
Duckworks
826 East Park Ave.
Port Townsend, Washington - 98368