常见问题

Yeswood is the English brand name used by Genwood. YeswoodHome provides product sales, order fulfillment coordination, customer communication, and after-sales service to North American consumers.

You may submit an inquiry first. Please send us the product links, screenshots, or item numbers from yeswood.com or the official Yeswood store, along with the specifications, quantity, destination country, and postal code. We will first confirm the feasibility of supply, packaging, shipping, and after-sales service; items not yet listed do not guarantee availability for shipping or sale.

Product prices do not include delivery shipping fees by default, unless otherwise clearly stated on the product page or in a written quote prior to payment. The base shipping fee for low-cost delivery regions in the U.S. is approximately US$249, with rates increasing by tier for other regions based on delivery costs; this is not a flat rate across the U.S., nor is it a fixed final shipping fee for all products, quantities, or addresses.

Applicable shipping fees, additional services, and taxes must be clearly specified via the checkout page or a written quote prior to payment. For orders to Canada, special addresses, or where shipping fees are not displayed, please consult customer service first; the same delivery item already included will not be charged twice.

The item number, specifications, and quantity are used to confirm the exact products and packaging, while the destination country and postal code are used to determine delivery availability, applicable shipping costs, and a more accurate estimated delivery time. For products listed on our official website, you may select your desired specifications and place an order directly; for unlisted products, special addresses, or upgraded services, please contact sales@yeswoodhome.com first to confirm a written quotation.

All items are shipped cross-border from in-stock inventory in China; there is no local inventory in North America. Orders will be dispatched within seven business days (business days exclude weekends and statutory holidays). After dispatch, shipping from China to the United States takes approximately 25–40 days. Actual timelines may be affected by the specific items, destination zip code, shipping schedules, customs clearance, and local delivery appointment arrangements.

Please provide the product link, specifications, quantity, and zip code before placing your order to contact customer service for a more accurate estimated dispatch and delivery time. Please notify us in advance if you have a moving or move-in deadline. Estimated timeframes are not guarantees of delivery on a specific date; should delays occur, we will communicate with you promptly and handle confirmations of delay, cancellations, and refunds in accordance with applicable requirements.

There is typically no local tracking number for the destination during the ocean freight stage. Tracking will only be generated or activated once the cargo arrives at the port, completes customs clearance, and is handed over to the local carrier. Before that, you can check the status of order preparation, shipment, arrival, and customs clearance via the order milestones.

Not included. Standard delivery is to the doorstep of a detached house, or to the lobby/first secure, dry area of an apartment building, subject to the scope confirmed prior to payment; standard shipping fees are listed separately. Indoor delivery, stair carry, assembly, placement, and debris removal are considered upgrade services; please confirm availability and applicable fees locally before placing your order.

Please confirm the dimensions of elevators and stairways, loading and unloading times, property management appointments, truck restrictions, and whether a Certificate of Insurance is required. Inform us of these requirements before payment to avoid access issues upon arrival or secondary delivery charges.

Please check both the product dimensions and the package dimensions, and measure your doors, hallways, stairwell corners, and elevators. Generally, you should allow extra space for maneuvering and turning. If you are unsure, you can send the measurements and photos of the site to customer service for verification, but the final accessibility of the entry remains subject to the actual site conditions.

Natural wood will exhibit reasonable variations in grain, knots, and color, ensuring that no two pieces of furniture are exactly alike. These natural characteristics are generally not considered manufacturing defects. For issues such as significant discrepancies from the pre-payment description, incorrect dimensions, structural abnormalities, or problems affecting normal use, please submit photos for review; requests will not be dismissed solely on the basis of natural characteristics.

Please contact customer service as soon as possible. Regular in-stock orders that have not yet been shipped may be cancelled or modified; for orders already handed over to the carrier, we must first confirm if interception is possible before negotiating a resolution. We only provide itemized processing for special service or shipping fees that are disclosed in advance, actually incurred, irrecoverable, and legally deductible; we do not arbitrarily deduct a fixed percentage of the order amount.

Cancellation restrictions for customized or specially procured items must be clearly stated and acknowledged by the customer before payment; cross-border shipments of in-stock items from China do not automatically constitute customization.

Standard items can be returned within 30 calendar days of actual receipt; items clearly marked as oversized before payment are subject to a 14-calendar-day limit. For items not explicitly marked in advance, the return period shall not be shortened post-sale. Items must be unused, unaltered, free from man-made damage, complete with all accessories, and in secure return packaging; reasonable inspection and unboxing will not in itself disqualify a return.

For returns due to personal reasons, the customer shall bear the costs of original delivery, return shipping, and any pre-disclosed, completed, and non-cancelable upgrade services. Please obtain instructions, confirm the address, and verify fees before returning to avoid duplicate charges. Restrictions on custom or special items must be clearly stated and confirmed before payment; issues concerning quality, incorrect shipments, missing parts, and transit damage will be handled separately. Policy updates will not retroactively reduce rights for existing orders; where applicable laws provide otherwise, those provisions shall prevail.

Please contact sales@yeswoodhome.com as soon as you discover the issue, providing your order number, a description of the problem, the delivery time, and photos; please retain the packaging, labels, and proof of delivery whenever possible. Obvious transit anomalies can be noted on the POD (Proof of Delivery). The absence of an unboxing video, having already signed for the delivery, or failure to provide feedback within two days does not automatically imply a waiver of your after-sales rights regarding transit damage or quality issues.

Once it is verified that the issue pertains to quality, transit damage, incorrect shipment, or missing parts, we will cover the costs required for a reasonable resolution and, depending on the nature of the problem and your rights under the law, arrange for replacement parts, repairs, replacements, mutually agreed-upon compensation, or returns and refunds. Please confirm the resolution plan before returning any items or commissioning repairs yourself.

Please send your order number, a description of the issue, and any available photos or videos to sales@yeswoodhome.com. We will create an after-sales record and advise you on the next steps. The specific scope, duration, and applicable conditions of the warranty are subject to the product page and the order confirmed at the time of purchase; the rights granted to consumers under applicable laws remain unaffected.