Select Page

Ordering Information

Here, you’ll find a collection of information that will help you with questions that you may have about your order.

If you still have a question, or if you can’t find the information you need here, please feel free to contact one of our sales representatives – they’ll be happy to help!

Frequently Asked Questions

Where's My Invoice?


If you submitted an order online, we review each order to see if you added any questions, notes and photos. After reviewing we will convert your order and email you confirming your order was received.

If you submitted an order by phone or email, we will email you an invoice that same day or by the next business day.  If you don’t see your copy be sure to check your secondary folders or call / email us to re-send that invoice for your review.


It is very important to review your invoice for accuracy. If you need any revisions, please let us know, as we want this to fit perfectly within your location!

Request a Quote

Feel free to request a quote through our website, contact us by phone at (800) 232-8353, or e-mail. You will receive a quote within a couple of hours, up to a maximum of 24 hours or 1 business day! For contractors with large quotes, please allow up to 2 business days.

If you receive a quote via phone, you will be able to place your order immediately! If you request a written quote, we will email you a letter explaining your cost and options. You can request this into an order through phone or email. We may need to call you (or you can call us) to finalize the order and make certain that everything will work for you.

Written Quotes: If you need a formal written quote, proposal, or bid, please call us (800) 232-8353. We cannot complete these requests via e-mail. This is to ensure that we’re able to get all of the information that we will need. We also cannot guarantee a 24-hour-turnaround on these type of requests. If you do e-mail us regarding your situation, be sure you mention the following factors: Wood Species Needed (or at least if it will be Stained or Painted), Fit Type (self-rimming or flush mount w/surface thickness), Design/Style, and location (floor, wall, cabinetry, etc.).

Change / Cancel an Order

If, for some reason, you need to change or cancel an order, feel free to contact one of our sales representatives either via phone at (800) 232-8353 or e-mail.

Note: If you order has already been placed into production, we may not be able to make the change that you request. For example, if your piece has already been cut, we will be unable to change the overall measurements of the vent. At that time, however, we would be able to add or remove a stain or finish from the order, as it would not yet have been applied.

Check Order Status

We have compiled some basic information to help you know how we process your order when we have received it.

* You can request a check on the status of your Order Here.

If you have any questions, or if you need a more detailed answer regarding your order, give us a call at (800) 232-8353, and we’ll let you know exactly where it is.

  • When we receive your order, we place it onto our Master Production List; a dynamically-edited document available to our entire sales, production and administrative staff. This document details the exact specifications for your order, and lets the team know that we should get ready to make it!
  • Once your individual pieces have been cut, we move your order throughout the rest of the production process. Each individual piece is trackable by our sales and administrative staff.
  • At the end of every day, we receive a list of orders that are being prepared for shipment; we charge the credit cards that we have on file for those orders, and then they ship out within 24 hours.
  • When your order is shipped, you’ll receive an e-mail from us with your tracking number, so you’re able to plan your shipments. Typically, we ship via UPS Ground, but if you’ve made other arrangements, they’ll be reflected there.

Note: We respond to all changes within 24 hours; if you do not receive confirmation of a change to your order, please give us a call at (800) 232-8353 to make sure that we have the change.

Shipping & Delivery

American Wood Vents typically ships through UPS Ground, however, we are able to accommodate requests to ship using another carrier. All international shipments (except to Canada) are shipped via the United States Postal Service, and then transferred to your country’s postal service for final delivery.

Note: Due to the nature of our product (and the size), American Wood Vents does not ship to P.O. Boxes.

Return Policy

We want you to feel comfortable when placing your order – therefore, we promise that we will exchange or replace any vent that, due to an error on our part, does not fit, breaks within 90 days of your receipt, or is otherwise damaged by freight. However, we cannot guarantee a replacement if there is an error in your order specifications which you have previously approved. After you place your order, you will receive an invoice detailing our exact specifications, within 24 hours. If you do not receive this invoice, please contact us. We will assume that the measurements are correct and approved, if we do not hear otherwise within 3 business days. In some cases, we are able to give refunds for our orders. We will not typically grant refunds for custom orders. In the event that we do grant a refund for an order, we will need the vents returned to us in pristine, unmodified condition. We cannot grant refunds of the shipping cost, materials or labor. Depending on the size of your vent, we may charge up to a 10% restocking fee. Please be sure to read your invoice carefully, as our production department builds to the specification on your invoice. You’ll want to look over every detail of your invoice to make sure every measurement is accurate, the wood species, shipping address, etc. We cannot be held responsible for incorrect measurements that were approved.


You can re-order by calling or sending an e-mail with a request to duplicate a specific order number.

If you are calling in, American Wood Vents typically keeps order information on file for two years, so you should be able to re-order a vent within that time period. Please have the order number ready when you contact your sales representative so that we can look up your previous order.

Sales Tax

American Wood Vents is based in Raleigh, North Carolina, and must charge sales tax for orders placed within North Carolina.

This will be reflected on your invoice. We do not, however, charge sales tax for orders shipped to any other state, or for orders sold to resellers. If you are a reseller in North Carolina, please be sure to mention this to your sales representative so that you are not charged tax. You will also be required to complete the NC E595E form for our records, available here. This form can be faxed to us at (888) 468-0239. Please do not submit this form without referencing your order number.

Your orders are also covered under the North American Free-Trade Agreement as wood products, so duties should not be charged on your order. If you live in the European Economic Community, you will be responsible for paying Value-Added Tax (VAT).

Payment & Billing

American Wood Vents accepts all major credit cards (Visa, MasterCard, Discover, American Express), as well as PayPal. All of our invoices are PayPal-enabled, meaning that you are able to pay for them in full (and automatically!) without giving us your credit card information over the phone. There is no extra charge (beyond merchant fees) to this service.

At this time, we can only accept industry-related checks, which must be mailed to us by special arrangement. We cannot offer a Net-30 service except in very rare cases. Payment is due in full before we are able to ship your order.

If you choose to pay by credit card, you will be charged by our parent company, Marine, Lee & Associates, Inc.

Gift Cards

American Wood Vents now offers the ability to purchase credit for another customer!

To do this, we will need the name and home address of the person that you are purchasing credit for. We’ll send them a notification (either through e-mail or USPS – your choice!) and they will be able to use their credit for any type of product that they wish! To find out more, or to purchase credit, please contact one of our sales representatives.

Please note that we do not allow refunds under any circumstances for credit. This is non-negotiable.

Do You Sell to Members of the Public?

Absolutely! While most of our work is done with contractors and dealers, we are happy to sell to you as an individual home or business owner.

What if I am a Distributor, Retailer or Manufacturer?

We do offer discounts for contractors, as well as a discount for purchases made in bulk. Please contact us before placing your order so we can get you the best price possible!

Do You Ship Outside of the United States?

Absolutely! We’ve shipped all across the world, to over 50 countries. We have a special arrangement with UPS for customers in Canada for reduced brokerage rates, but we’re happy to work out shipping details to almost anywhere in the world! (We are, however, subject to restrictions from the U.S. government for certain countries.)

How Do I Measure for My Vent?
  • You may like to visit our How-to page in our Help Center. Normally, we will need only one measurement to begin your order: the DUCT OPENING (or air flow) size, which is the actual size of the cut-out in your flooring, wall, cabinet, door or ceiling. The duct opening size is an industry standard way of ordering vents. Sometimes, however, we will also need the overall size (the size that you want your vent to be, including any lip or rimming around the vent) to fit into your baseboard molding or cabinetry, and sometimes we’ll need the depth of flooring, door or other inset that the vent will be placed into.

You can also visit our How-to page for a better understanding of how to measure. If you have any questions, feel free to get in contact with us! Remember – measure twice, cut once. We’re happy to help!


Which Wood Types Do You Stock?

We carry a wide variety of over 2 dozen species of solid woods, including Alder, American Cherry, Ash, Bamboo, Birch, Brazilian Cherry, Cedar, Cumaru, Cypress, Douglas Fir, Heart Pine, Hickory, Ipe, Jatoba, Kempas, Liptis, Mahogany, Maple, Red Oak, Quartersawn, Poplar, Redwood, Spruce, Teak, Walnut, White Oak, White Pine and Yellow Pine. Additionally, we can use your own material in certain circumstances, if it is solid wood, and we can also special-order the wood that you would like in most cases!

Do Your Vents Come Stained or Finished?

Our Vents are sent to you Unfinished, unless you specify otherwise. We keep all Minwax® Oil-Based Stains in stock for interiors, and Sherwin-Williams for exteriors. If you prefer to stain your vent yourself, we’re happy to provide step-by-step instructions! In addition to Staining, we can also Prime Paint or Finish your order.

How Long Will it Take for Me to Receive My Order?

We do our best to keep most popular sized vents and wood choices in stock, but please allow up to 7-12 business days for standard sizes and 2-3 weeks for custom sizes to complete your order, there may be other contributing variables for your timeline. Please keep in mind that this does not include delivery time. 

Do you extend payment terms (such as Net 30)?

Unfortunately, we are unable to extend credit terms at this time. As a result, your order must be paid-in-full before we are able to ship to you. In certain rare circumstances, we may be able to discuss separate arrangements on a case-by-case basis.

What payment options do you accept? When will I be charged?

We accept all major credit and debit cards (Visa, MasterCard, American Express, Discover) as well as industry-related checks, and PayPal. At this time, we cannot accept personal checks to initiate an order. We apologize for the inconvenience!

We charge your credit card when we receive notice from our production department that your order is nearly ready to ship. While we make every effort to charge your card on the day that we ship your order, there may be issues that hold it for up for a day or two. 

For phone or emailed order requests, payments can be made through the link on the bottom of your invoice. We use a PayPal link that is extra secured but does not require any PayPal account. Payments will be submitted to Also, if you prefer you are welcome to call us with your billing information within 3 to 4 days of your order request and we will bill upon shipment. Delays in billing information may delay your production time for custom pieces.

Didn’t Find the Answer?

Contact us at

My Account