FAQ

How do I place an order?

• Order directly from the product page by clicking Add to Cart and proceeding to checkout.
• Contact our team to discuss what you’re looking for — we can create a draft order and email you a checkout link.
• Call us at 833-283-2233 and one of our team members can help process your order over the phone.

What payment methods do you accept?
We accept most major credit cards. Additionally, we accept Shop Pay and Affirm for monthly payment options.

Do you offer financing or installment plans?
Yes. Installment payment options are available through Shop Pay and Affirm. Interest-bearing plans may apply depending on the provider and selected terms.

Can I modify my order after it’s placed?
Yes, as long as the request is made within 24 hours of placing the order. After that, the order may already be processing with the supplier. You may still contact us and we will try our best to help as long as the order has not yet shipped.

Can I change my shipping address after placing an order?
Yes, provided the order has not yet shipped. Please contact us as soon as possible to request an address change.

How much does shipping cost?
We offer free curbside shipping for all orders $100 and over.

Where will my order ship from?
Your order will ship directly from the manufacturer’s facility, or their trusted distributor’s warehouse.

Do you offer liftgate delivery?
Yes, liftgate delivery is standard with most shipments. You can always call in to confirm liftgate service for your specific purchase.

Do you offer expedited or White Glove delivery?
For most products, we are able to offer expedited shipping for an additional fee. Please inquire with us if you require expedited or White Glove shipping.

When will my order ship?
Typically orders ship out within 1–3 business days. Estimated ship time is listed on each individual product page, and you can always contact us for a more precise timeline.

How do I track my order?
A tracking link will be emailed to you once the order ships and will include the delivery company’s contact information. For the fastest delivery ETA updates, we recommend contacting the carrier directly. You may also reach out to us for assistance.

Do I need to be home for delivery?
In most cases, yes. Freight deliveries are typically scheduled and require someone to be available to receive the shipment. If you have questions about your specific delivery type, feel free to contact us and we can help confirm what to expect.

What happens if I miss the delivery appointment?
If a scheduled freight delivery is missed, the carrier may charge a redelivery fee or rescheduling fee. If you need to adjust your delivery appointment, we recommend contacting the carrier as soon as possible using the tracking details, and you may also contact us for assistance.

What is your return policy?
Please refer to our return policy here:
https://deckandden.com/pages/returns

What should I do if my order arrives damaged?
Upon delivery, please do a visual check of the delivery packaging. If there is noticeable damage, note it on the bill of lading and refuse delivery.

Please unpack the delivery within 48 hours to check for concealed damage. Take pictures and videos of any damage and contact us right away.

For full instructions, visit:
https://deckandden.com/pages/shipping

Do your products include a warranty?
Yes. All our products include manufacturer warranty coverage. Warranty details vary by brand and are listed at the bottom of each product page.

Are there restocking fees?
Restocking fees may apply depending on the brand and supplier. Please review full details on our returns page:
https://deckandden.com/pages/returns

Who pays return shipping?
Return shipping responsibility depends on the reason for return and the brand/supplier policy. Please review full details on our returns page:
https://deckandden.com/pages/returns

Do you price match?
Absolutely, whenever possible. For full details, please review our price match policy here:
https://deckandden.com/pages/price-match

What qualifies for a price match?
In general, the product must be the same brand and model and the offer should be from a reputable retailer. For full eligibility requirements and details, please review our price match policy:
https://deckandden.com/pages/price-match

When should I request a price match?
The best time to request a price match is before placing your order. If you’ve already ordered, please contact us as soon as possible and we will review your request based on our policy terms.

How do I request a price match?
Contact us with the product link on our site and the competitor’s link showing the same model. You can reach us here:
https://deckandden.com/pages/contact-us

Are you an authorized dealer?
Yes. We are an authorized dealer for all the brands we carry.

Do your products come with full manufacturer warranty?
Absolutely. As an authorized dealer, all products purchased from us are 100% qualified for the manufacturer’s warranty.

Why buy from an authorized dealer?
Buying from an authorized dealer helps ensure you receive genuine products and full manufacturer warranty coverage, along with dependable support if you ever need assistance before or after purchase.

Are your products brand new?
Yes. Our products are brand new and ship directly from the manufacturer or their trusted distributor network.

Do you provide assembly instructions?
All products are shipped with full installation and assembly instructions.

Do products require assembly?
Some products require assembly, while others arrive largely pre-assembled. Assembly requirements and key details are typically listed on the product page. If you want to confirm specifics before ordering, feel free to contact us.

Do you offer assembly and installation services, or can you recommend technicians?
We do not offer assembly or installation services directly. Many of our customers utilize a nationwide installation and assembly service with certified technicians. You can learn more here:
https://www.handybuddy.com

Do I need professional installation?
It depends on the product and your specific setup. Some items can be assembled by the customer, while others (especially gas, electrical, or built-in installations) may be best handled by a licensed professional. If you share what you’re purchasing, we can help guide you.

Is my payment information secure?
Our website is built on Shopify, which provides a secure environment for processing payments through PCI DSS Level 1 compliance. Shopify also uses SSL encryption, tokenization, and automatic fraud detection.

Is your website safe to order from?
Yes. Deck and Den is built on Shopify’s secure commerce platform and uses encrypted checkout (HTTPS). Payment processing is handled through trusted payment providers, and sensitive payment data is protected using industry-standard security practices.

Do you store my credit card information?
No. We do not store your full credit card details. Payments are processed securely through Shopify and its payment providers.

How do you protect against fraud?
In addition to Shopify’s built-in security and fraud detection tools, we use Clear.sale, an industry leader in fraud prevention, to help protect customers and reduce fraudulent transactions.

Do you charge sales tax?
Deck and Den does not charge sales and use tax in any state.

Why don’t you charge sales tax?
Sales tax rules vary by state and depend on multiple factors such as business nexus and local requirements. At this time, Deck and Den does not charge sales and use tax in any state.

Will I owe tax in my state?
Depending on your state and local regulations, you may be responsible for reporting and paying any applicable use tax. If you have questions specific to your location, we recommend checking your state’s guidance or consulting a tax professional.

How can I contact Deck and Den?
You may contact us by phone, email, or live chat. Full contact details are available here:
https://deckandden.com/pages/contact-us

Do you offer live chat support?
Yes. Our chat support is located at the bottom right of our site.

When are live agents available?
Live agents are available daily between 9:00 AM and 9:00 PM MST. Outside of these times, we aim to respond within 24 hours.