Frequently Asked Questions
Can't find what you're looking for? Call us at 1-833-283-2233 or email info@deckandden.com. We're available daily from 9 AM to 9 PM Mountain Time and we actually pick up.
Orders & Payments
How do I place an order?
The easiest way is right here on the site — add to cart and check out. But if you want to talk through what you're looking at first, give us a call at 1-833-283-2233 and we can walk you through it or build a draft order and send you a checkout link. We're happy to do it either way.
What payment methods do you accept?
We accept all major credit and debit cards — Visa, Mastercard, Amex, Discover — as well as Shop Pay, Apple Pay, Google Pay, and Affirm for monthly installments.
Do you offer financing?
Yes. Through Shop Pay Installments and Affirm, you can split your purchase into monthly payments. Rates range from 0%–36% APR depending on your credit and the terms you choose. A down payment may be required. Affirm and Shop Pay handle all financing decisions — see Affirm's full disclosures here.
Can I modify or cancel my order?
If you reach out within 24 hours of placing your order, we can almost always catch it in time. After that, the order may already be processing with the supplier, but contact us anyway and we'll do everything we can. The sooner you let us know, the better.
Can I change my shipping address after ordering?
Yes, as long as it hasn't shipped yet. Email or call us right away and we'll update it.
Shipping & Delivery
How much does shipping cost?
Free on all orders $100 and over to the 48 contiguous states. No hidden fees, no carrier surcharges added at delivery.
Where does my order ship from?
Directly from the manufacturer's facility or their trusted U.S. distributor warehouse — not from us. This keeps things faster and means your product hasn't sat in an extra warehouse.
When will my order ship?
Most in-stock items leave within 1–3 business days. Lead times for made-to-order or backordered items are listed on each product page. If you're working with a deadline, let us know before you order and we'll give you an honest estimate. If something ever delays your order beyond what we've stated, we'll contact you with the updated timeline and give you the option to approve the delay or cancel for a full refund.
How do I track my order?
You'll get a tracking email automatically once your order ships, including the carrier's contact info. For the most current ETA, contacting the carrier directly is usually fastest. You can also reach out to us anytime.
Do you offer liftgate delivery?
Yes — liftgate is standard with most freight shipments. If you want to confirm for your specific order, just ask us.
What about White Glove or expedited delivery?
Available on most products for an additional fee. Reach out before ordering and we'll get that set up.
Do I need to be home for delivery?
For most freight shipments, yes — the carrier will schedule an appointment and someone needs to be there to receive and inspect the delivery. If you have questions about your specific order, ask us and we'll tell you exactly what to expect.
What if I miss my delivery appointment?
The carrier may charge a redelivery or storage fee if you miss the scheduled window. Contact the carrier as soon as possible using the tracking details to reschedule. We can help if you get stuck.
Do you ship to Alaska, Hawaii, or internationally?
We ship within the 48 contiguous states only. If you're in AK or HI, reach out before ordering — we'll see what we can do, but we can't promise standard rates apply.
Returns, Damage & Warranty
What's your return policy?
You've got 45 days from delivery to return new, unused items in their original condition — packaging, parts, manuals, and all. Return shipping costs are the customer's responsibility unless the item arrived damaged or incorrect. Manufacturer restocking fees (1%–25%) and a payment processing fee (~3%) may also apply in some cases. Full details at our Returns & Cancellations page.
What do I do if my order arrives damaged?
First: don't panic, we'll handle it. Before signing the Bill of Lading, note any damage on the paperwork and take photos. If damage is severe, refuse the delivery. Once you've unpacked everything, you have 48 hours to report any concealed damage — email us at info@deckandden.com with photos and your order number. Hold onto all packaging until we've resolved it. Full instructions on our Shipping & Delivery page.
Do your products come with a warranty?
Every product we sell comes with the manufacturer's warranty. Because we're an authorized dealer, your warranty is fully valid from day one — no hoops to jump through. Coverage varies by brand and is listed on each product page. We'll help you navigate any warranty claim if you ever need it.
Are there restocking fees?
Sometimes — it depends on the manufacturer. We'll always tell you the exact amount before you're committed to a return. Full details on our Returns page.
Who pays return shipping?
If the item arrived damaged, defective, or wasn't what you ordered — we cover it entirely. For change-of-mind returns, return freight is the customer's responsibility. Given the size of most of our products, that typically runs $300–$1,500. We're upfront about this because we'd rather you know going in. Details on our Returns page.
Price Match
Do you price match?
Yes. Found the same item cheaper at another authorized U.S. dealer? Contact us before you order and we'll match or beat it. Already ordered? We'll refund 110% of the difference within 30 days of your purchase. Same model. Authorized U.S. online dealer. Item $250+. Excludes marketplaces, clearance, coupon, and pricing-error listings.
What qualifies?
Same brand, same model, same configuration — sold by an authorized dealer following the brand's MAP policy. Marketplace listings (Amazon, eBay, Wayfair) and clearance/flash sale pricing don't qualify. Full details on our Price Match page.
How do I request a price match?
Email or call us with the competitor's product link and we'll verify it and get back to you quickly. For post-purchase requests, email info@deckandden.com with your order number and a screenshot of the lower price.
Authorized Dealer & Products
Are you an authorized dealer?
Yes — for every brand we carry. That means every product comes with full manufacturer warranty coverage from day one.
Are your products brand new?
Yes. All products ship directly from the manufacturer or their authorized U.S. distributor.
Why does it matter to buy from an authorized dealer?
Two big reasons: warranty and authenticity. Buying from an unauthorized seller — even if the product looks legit — can void your warranty entirely. As an authorized dealer, your coverage is guaranteed from the moment you buy.
Assembly & Installation
Do products come with assembly instructions?
Products ship with manufacturer-provided assembly instructions where included. If you'd like to confirm what's provided for a specific item before ordering, just ask us.
Do I need to assemble it myself?
Depends on the product. Some arrive mostly ready to go, others need more work. Assembly details are on each product page — and if you want to know before you order, just ask us.
Do you offer installation services?
We don't do installations directly, but many of our customers use HandyBuddy, a nationwide service with certified technicians. For gas, electrical, or built-in installations, we always recommend a licensed professional.
Security & Taxes
Is it safe to order from your site?
Yes. Deck and Den runs on Shopify, which uses SSL encryption, PCI DSS Level 1 compliant payment processing, and automatic fraud detection. We also use Clear.sale for additional fraud screening. Your payment details are never stored on our servers.
Do you charge sales tax?
Sales tax is calculated at checkout where required by current nexus and tax law. If your order is not taxed at checkout, you may still be responsible for reporting and paying applicable use tax in your state — rules vary by location. We review our tax settings regularly, but this is general information, not tax advice. If you have questions specific to your situation, we recommend consulting a tax professional.
Contact & Support
How do I reach you?
Phone: 1-833-283-2233
Email: info@deckandden.com
Live chat: bottom right corner of every page
Hours: Daily, 9 AM – 9 PM Mountain Time. Outside those hours, we aim to get back to you within 24 hours.
Do you have a showroom or physical location?
We're an online-only store, so there's no showroom to visit. But if you want to talk through a product in detail — dimensions, features, what it looks like in person — call us. We know our catalog well and we're happy to help you get as close to "seeing it first" as possible.