Returns & Cancellations
We want you to love what you ordered. If something isn't right, we're going to do our best to make it right — that's just how we operate. That said, a lot of what we sell is large freight — think billiard tables, outdoor kitchens, fire features — so returns aren't quite as simple as dropping a box off at UPS. Please take a few minutes to read through this so there are no surprises on either end.
Our 45-Day Return Policy
Changed your mind? No problem. You have 45 days from the day your order arrives to send it back, as long as it's in the same condition it left our warehouse — unused, uninstalled, and with all the original packaging, parts, manuals, and hardware included.
We define "Like New" pretty simply: if we received it back and couldn't tell it had been opened, you're good. If it looks like it's been used, assembled, mounted, or is missing anything that came in the box — we won't be able to issue a full refund, and in some cases we may not be able to accept the return at all.
To get things started, just email us at info@deckandden.com with your order number. If the box has been opened, include some photos so we know what we're working with. We'll take it from there.
A note on return shipping: We offer free outbound shipping on every order, but we're not able to cover return freight unless the item arrived damaged, defective, or wasn't what you ordered. Freight on these items isn't cheap — it typically runs $300–$1,500 depending on the item and how far it's traveling — so please factor that in before purchasing if you're on the fence. Restocking fees from the manufacturer (1%–25%) and a payment processing fee (~3%) may also apply in some cases. See the full breakdown in the What Gets Deducted From Your Refund section below.
These items can't be returned, no matter when you ask:
- Anything that's been installed, used, assembled, or modified
- Items missing original packaging, crating, hardware, or manuals
- Custom, made-to-order, or special-order products (more on those below)
- Items not purchased directly through deckandden.com
- Gift cards and promotional items
Important: The list above applies to change-of-mind returns only. If your item arrived damaged, defective, or wasn't what you ordered — that's a completely different situation and we will absolutely take care of it. See the Found Damage After Delivery? section below, or email us at info@deckandden.com and we'll sort it out.
One more thing: if a returned item comes back and it's not what we originally shipped — wrong product, missing parts that weren't missing before, obvious damage that wasn't there — we reserve the right to refuse the refund or charge for what's missing. We're trusting you, and we appreciate that trust going both ways.
Found Damage After Delivery?
Sometimes freight damage hides inside perfectly fine-looking boxes. It happens — these are big, heavy products and they travel a long way. If you open your delivery and find something wrong, here's what to do:
Contact us within 48 hours. Email info@deckandden.com with your order number and clear photos or video of the damage. That 48-hour window isn't us being strict — it's what the freight carriers require to file a damage claim. After that window closes, their insurance won't cover it and our hands are tied.
Also: hold onto all the packaging until we've sorted it out. Boxes, pallets, crating — all of it. Carriers need to see the original packaging as part of the claims process.
For the full breakdown on what to do at delivery, check our Shipping & Delivery Policy.
Cancellations
Need to cancel? The sooner the better — once freight starts moving, it gets complicated and expensive fast. Here's how it breaks down:
- Within 24 hours of ordering: No questions asked, full refund. Just shoot us an email.
- After 24 hours, before it ships: We'll do everything we can to catch it in time. If we can stop it, great — full refund minus any non-recoverable payment processing fees (typically around 3%). That's not a fee we pocket — it's what our payment processor keeps when they don't return transaction costs on cancellations.
- After the supplier has already released it: Some of our suppliers crate and stage orders fast. If a Bill of Lading has already been created or the freight has been released for pickup, the manufacturer may charge a handling or restocking fee anywhere from 1%–25%. We'll always tell you what that number is before anything gets finalized — no surprises.
- After it's already on the truck: At that point, the 45-Day Return Policy kicks in. You'll be responsible for both the outbound and return freight, which will come out of your refund.
If you have an issue with your order, please give us a chance to fix it first — we usually can, and we'd much rather sort it out directly than put you through a weeks-long chargeback process. That said, nothing in this policy limits any rights you may have through your card issuer or under applicable law.
Custom & Made-to-Order Products
Some of what we sell — custom outdoor kitchens, special finishes, configured countertops, non-stock items — is built specifically for you. If an item is custom, made-to-order, special-order, or final sale, that will be clearly noted on the product page. If you're ever unsure, ask us before you order and we'll tell you straight.
Once that production process starts (we'll send you a written confirmation when it does), we can't cancel, modify, or refund the order. That's not us being difficult; it's just the reality of how custom manufacturing works.
If a manufacturer ever does make an exception and allows a cancellation, we'll pass along any fees they charge before anything is finalized — you'll always know what you're agreeing to.
Custom and made-to-order items include:
- Built-to-order outdoor kitchens and components
- Products with custom finishes, cutouts, or configurations
- Special-order or non-stocked items
- Anything not listed as "In Stock" at time of purchase
What Gets Deducted From Your Refund
We're transparent about this because we think you deserve to know upfront:
- Payment processing fee (~3%): Only on cancellations after 24 hours, and only if our processor doesn't return those fees. This goes straight to them, not us.
- Manufacturer restocking fee (1%–25%): Only if the manufacturer charges one. We'll tell you the exact amount before you commit to the return.
- Two-way freight ($300–$1,500 typically): If your order has already shipped, both the original outbound freight and the cost to ship it back get deducted from your refund. We'll give you the exact numbers when you initiate the return.
Warranty Issues
If something shows up defective or stops working the way it should, that's what manufacturer warranties are for. Every brand we carry backs their products — some with very generous coverage. We'll help you navigate the warranty process and connect you with the right people at the manufacturer to get it sorted as fast as possible.
Just reach out and we'll handle the legwork.
When Does Your Refund Show Up?
Once we receive and inspect your return, refunds typically hit your account within 5–10 business days from when we process it on our end. Your bank may add another few days on top of that — that part's out of our hands, but feel free to follow up with us if something seems off.
Questions about any of this? Call us at 1-833-283-2233 or email info@deckandden.com. We're available daily from 9 AM to 9 PM Mountain Time — real people, every time.