PNW CUSTOM
SHIPPING & RETURN POLICY

Shipping Policy

All orders are carefully packed and shipped from our shop to ensure safe arrival. Our products have a processing time of 3-10 business days. We specialize in handmade, on-of-a-kind products. We do offer custom orders and expedited shipping on many orders, please reach out to us if you have any questions.

• Orders ship to the address provided at checkout.

• PNW Custom is not responsible for delays caused by carriers, weather, or incorrect shipping information provided by the customer.

• Out of stock items will be shipped separately or refunded based upon availability.

• Please allow for extra time for delivery during the holidays.

• All items on pre-order will have shipping information in the product description. For our Plug-N-Play Kit only, your order will arrive in two separate shipments.

• All International Orders are subject to local government VAT rules, PNW Custom is not responsible for these costs.

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International Orders: Please note that international orders may require additional production and processing time due to the preparation of customs documentation and international shipping paperwork.

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Return Policy

• Used items are non-returnable.

• Non-used items are eligible for a refund, minus a 15% Restocking Fee. Please contact us for any return requests.

  • For all orders, this requires return shipping paid by the customer.​

• Items damaged in transit or production error will be replaced and repaired at no additional cost. Please contact us for any return requests.

• A 15% Restocking Fee applies to any canceled orders before shipment.

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Warranty Policy

PNW Custom stands behind the quality of our products.

• We offer a 90-day, 100% warranty covering:

  • Manufacturer defects

  • Equipment failures

  • Shipping-related damage

• We offer a 30-day, 100% warranty covering any malfunctioning heaters. 

• If a warranty claim is approved, PNW Custom will provide a return shipping label for replacement equipment or parts.

• All warranty claims are reviewed case-by-case.

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Warranty Limitations

Warranty coverage will be void in the following situations:

• Damage caused by misuse or user error

• Use of non-approved accessories

• Product modifications not authorized by PNW Custom

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Terms & Conditions

By purchasing any PNW Custom product, you acknowledge and agree that:

• PNW Custom is not liable for damages resulting from product use.

• Responsibility for proper installation, maintenance, and use rests with the customer.​

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International Shipping, VAT & Customs Duties

PNW Custom proudly ships internationally! However, international customers should be aware that additional customs fees, import duties, taxes, and Value Added Tax (VAT) may apply when their order enters their destination country.

International Import Fees & Taxes

• Import duties, VAT, customs taxes, and carrier clearance fees are not included in our product prices or shipping charges unless explicitly stated at checkout.

• Customers are responsible for paying any applicable import charges assessed by their country's customs authorities.

• These fees are determined by the destination country's government and may be collected by the shipping carrier (such as FedEx, UPS, or USPS and their delivery partners) before delivery can be completed.

• PNW Custom does not control the amount of these charges and cannot waive or reimburse fees assessed by customs authorities.

• Customs regulations and tax rates vary by country and may change without notice. We encourage international customers to review their country's import requirements before placing an order.

Refused Deliveries & International Returns

If an international shipment is refused, abandoned, or returned due to unpaid customs duties, VAT, or other import charges:

• Customers may be responsible for return shipping expenses, carrier handling fees, and other costs associated with returning the shipment to PNW Custom, subject to applicable law.

• Original shipping charges are generally non-refundable for voluntary returns, except where otherwise required by law.

• Any applicable return shipping or carrier fees billed to PNW Custom may be deducted from an eligible refund where permitted by law.

• Refunds will be processed in accordance with our Return Policy after the returned merchandise has been received and inspected, subject to applicable consumer rights.

• Our standard 15% restocking fee may apply to eligible voluntary returns where legally permitted.

Important: Refusing delivery does not automatically cancel an order or guarantee a full refund. International return shipping can be expensive, so we strongly recommend contacting us before refusing a shipment.

If you have questions about international shipping or customs charges, please contact us at pnwcustomsales@gmail.com before placing your order.

Shipping, VAT & Customs Duties

PNW Custom proudly ships internationally! However, international customers should be aware that additional customs fees, import duties, taxes, and Value Added Tax (VAT) may apply when their order enters their destination country.

International Import Fees & Taxes

• Import duties, VAT, customs taxes, and carrier clearance fees are not included in our product prices or shipping charges.

• Customers are responsible for paying any applicable import charges assessed by their country's customs authorities.

• These fees are determined by the destination country's government and may be collected by the shipping carrier (such as FedEx, UPS, or USPS and their delivery partners) before delivery can be completed.

• PNW Custom does not control the amount of these charges and cannot waive or reimburse fees assessed by customs authorities.

• Customs regulations and tax rates vary by country and may change without notice. We encourage international customers to review their country's import requirements before placing an order.

Refused Deliveries & International Returns

If an international shipment is refused, abandoned, or returned due to unpaid customs duties, VAT, or other import charges:

• Customers may be responsible for return shipping expenses, carrier handling fees, and other costs associated with returning the shipment to PNW Custom, subject to applicable law.

• Original shipping charges are generally non-refundable for voluntary returns, except where otherwise required by law.

• Any applicable return shipping or carrier fees billed to PNW Custom may be deducted from an eligible refund where permitted by law.

• Refunds will be processed in accordance with our Return Policy after the returned merchandise has been received and inspected, subject to applicable consumer rights.

• Our standard 15% restocking fee may apply to eligible voluntary returns where legally permitted.

Important: Refusing delivery does not automatically cancel an order or guarantee a full refund. International return shipping can be expensive, so we strongly recommend contacting us before refusing a shipment.

If you have questions about international shipping or customs charges, please contact us at pnwcustomsales@gmail.com before placing your order.