// THE PROCESS · IRONWOOD TRADE LIMITED
Five steps between a sample and your doorstep
Every product on headwhitbona passes through the same five stages before it reaches a buyer. Nothing skips a step, and you can see which one a product is sitting at right now.
// THE NODE GRAPH
Tap a stage to see the detail
// SERVICE LEVELS
What IRONWOOD TRADE LIMITED commits to, in writing
| Commitment | Standard | Express | Owner |
|---|---|---|---|
| Delivery window | 2–5 business days, all 50 states | Next business day | IRONWOOD TRADE LIMITED |
| Express fee | Not applicable | $18 under $250, free above | IRONWOOD TRADE LIMITED |
| Packing time | Same day for orders before 2 pm | Same day for orders before 2 pm | IRONWOOD TRADE LIMITED |
| Support reply | Within 2 business hours | Within 2 business hours | IRONWOOD TRADE LIMITED |
| Return window | 30 days from delivery | 30 days from delivery | IRONWOOD TRADE LIMITED |
| Refund after report | Within 48 hours | Within 48 hours | IRONWOOD TRADE LIMITED |
// THE PACKING TABLE
Small details that arrive first
One person, one order
Your parcel is picked and packed by the same person who checked it off the shelf. There is no split between a warehouse team and a customer service team, so the person who wrapped it knows what is inside. IRONWOOD TRADE LIMITED includes a kraft card with the item name, the date and a real contact number.
Protection without plastic
We use recycled cardboard inserts, paper padding and paper tape. Where a fragile item needs more, we use a double-walled carton rather than foam. Orders of $250 and above ship in a double box for free — no fragile-item surcharge at checkout.
Tracking that says something
You get a dispatch email with a carrier link the moment the box leaves the studio, and a delivery email on the day it arrives. If the tracking has not updated for two business days, write to us and we will chase the carrier instead of asking you to wait longer.
Returns without friction
Thirty days from delivery, no explanation required. If the item is faulty, we send a replacement first and cover the return label. If it simply did not suit you, the return shipping is yours — and we will tell you that upfront rather than after the fact.
// AFTER DELIVERY
Support that stays after the box opens
Two hours, not two days
IRONWOOD TRADE LIMITED answers during US business hours, and the reply comes from the person who can actually open your order. Questions about sizing, care instructions and replacements are handled the same way as anything else.
Product questions welcome
Ask whether a charger is included, whether the fit runs large, whether a fabric will pill. These are the questions the bench notes answer better than any product page, so we would rather answer them directly than publish a hundred-word FAQ nobody reads.
When something goes wrong
Damaged in transit, arrived broken, missing from the box — send a photo and we resolve it within 48 hours of your report, with a replacement or a full refund of the payment. You do not need to explain the situation twice.
// REACH
Nationwide, and honest about the edges
Every state, one standard
IRONWOOD TRADE LIMITED ships to all 50 states, including PO boxes and APO/FPO addresses that the carrier delivers to. The standard window is 2–5 business days everywhere. We do not have a "fast West Coast, slow everywhere else" split, because the parcels leave the same studio.
Where delays come from
Most delays are carrier-side and affect every retailer equally: weather, a hub backlog, an address typo. Tell us as soon as a parcel has not moved for two business days and we open a carrier trace straight away, without waiting for the carrier to update first. If the parcel is declared lost, we refund your payment in full within 48 hours of your report, or send a replacement at your choice.
Large and fragile orders
For bulky items we offer scheduled delivery so you can choose a day. Fragile ceramics and glass travel double-walled, and some of them need a signature. The product page tells you when a signature is required before you order.
Ready to order?
Everything above applies to every order placed with IRONWOOD TRADE LIMITED. Check the catalog, then send us the item and your postcode if you want a delivery date confirmed first.