You can find the answers to many of the most asked questions about returns right here. You can also check the complete Return Policy page.
All returns will need a Return Merchandise Authorization Number (RMA#). Contact Customer Service with your Order#, how many, & part numbers for items you wish to return. The more information you can provide us, the faster your Return Authorization can be issued. Returns without an RMA# will be rejected.
The Deck Store has discontinued charging restock fees for most returned items. There may be a case where a specific manufacturer will charge a restock fee, but that is a rare occurrence.
Unused items in their original packaging, complete, & unopened can be returned for a refund. Returned items must be in re-sellable condition. Certain items may not be returned. Check the Return Policy for Non-Returnable Items, or read the next question.
Used, or previously installed items are not returnable. Decking, Special Order, Clearance, Custom Made, & any Custom Cut or modified items cannot be returned. Any item damaged by a customer is not returnable. Items not in original packaging or missing parts will not be accepted.
The Deck Store will accept returns up to 90 days from the date of your order. Certain exceptions may apply due to backorders, shipping delays, or other setbacks. Contact Customer Service to see if that applies.
Our bank doesn't allow refunds to credit cards after 90 days. For any return that ends up taking more than 90 days, we can send you a check. If you are a DeckPerks member, we can update your points balance.
Return Shipping is the responsibility of the customer unless the merchandise is being returned due to defect, or The Deck Store Online incorrectly filled the order. For shipping mistakes by The Deck Store, a Return Label will be provided.
Once your return is processed, we will refund the card used to place the order. A copy of the refund will be sent to the email used to place order.
Shipping is generally not refundable. Once an item ships, the delivery company has been paid & they will not refund shipping charges. If your order qualified for Free Shipping, the shipping charges will be deducted from any refund we issue.
Exchanges will require a RMA#. You will need to place a new order for the items you want. Contact Customer Service with exchange questions.
Contact Customer Service as soon as possible if you receive a defective item. We will try to get that resolved as quick as we can.
Most items are covered by Manufacturer's Warranties. The Deck Store can contact the MFR on your behalf, but it may be faster for you to contact them directly. We can provide contact information.
If items in your order arrive damaged, Contact Customer Service with photos of the damaged items, & the box or boxes they were shipped in. Items cannot be replaced until we receive photos of the damages.
For freight deliveries, particularly decking, if there is any damage, take pictures & inform the driver. Take a photo of the Delivery Receipt with the driver's note of the damage. Take note of the trailer number & Contact Customer Service. Any concealed damage must be reported within 5 days of delivery, after that, damaged products may not be covered. Contact us with questions.
If you wish to cancel your order, Contact Customer Service with your Name & Order Number as soon as possible. Certain orders may not be able to be canceled due to manufacturer policies, time constraints, or shipping. We will make every attempt to fulfill cancelation requests.
Items can be returned in person to save on shipping costs. You still must Contact Customer Service first to get a RMA#. In-Store returns may be rejected without a Return Authorization.