Receiving Delivery & Returns

At Deck and Den, we fully stand by every product we sell. However, we understand that sometimes you might change your mind or realize the product you ordered wasn’t exactly what you were hoping for.

That’s why we offer a 30-Day Return Policy.

If you decide to return an item for any reason within 30 days after receipt of your order, please email us at info@deckandden.com with your order number, and we’ll provide detailed instructions on how to process the return.

All include free curbside shipping from Deck and Den. Please note, however, that you as the customer are responsible for paying the return shipping costs for any items being returned.

Once your return item(s) have been received and inspected at our warehouse, we will send you an email confirming your refund has been processed.

*Items must arrive back in “Like New” condition with all original packaging and accessories. Items showing wear, installation marks, or missing parts will not be eligible for a refund.

Delivery Inspection (Very Important)

All shipments are carefully inspected before leaving our warehouses. It is the customer’s responsibility to inspect all products upon delivery before signing for them. Please do not sign or accept any delivery that appears damaged.

Inspect Before Accepting Delivery

Exterior Damage: Check packaging for holes, dents, tears, or crushed corners.
Concealed Damage: Open the packaging (if driver allows) and inspect the actual product.
Order Accuracy: Confirm that the product(s) and quantities match your order and that all components are included.

Document the condition of your delivery with clear photos of all sides of the box and product. If any damage or discrepancy is noticed, please follow the appropriate action below:

Delivery Scenarios & Actions

Boxes in Good Shape, No Visible Damage:
Action: Accept delivery.
Procedure: Take photos of the boxes and write “Possible concealed damage, pending inspection” next to your signature on the Bill of Lading.
Boxes with Minor or Surface Damage:
Action: Accept delivery.
Procedure: Take detailed photos of the packaging and product, and write “Damage – pending inspection” with specific notes on the Bill of Lading.
Boxes or Product Severely Damaged:
Action: Refuse delivery.
Procedure: Take comprehensive photos of the damaged boxes and product before refusing shipment, and note “Refused due to damage” on the Bill of Lading.

Never sign the delivery receipt without inspecting the shipment. If the driver will not allow inspection, please note that on the Bill of Lading before signing.

Hidden or Concealed Damage

If damage is discovered after delivery, you must notify us within 48 hours of receiving your order. Email info@deckandden.com with photos or videos clearly showing the issue.

It is strongly recommended to unpack and inspect all deliveries immediately upon receipt. Claims made beyond 48 hours of delivery cannot be accepted, as shipping insurance claims will no longer be valid.

What To Do If Your Order Is Damaged, Incomplete, or Inaccurate

Mark Delivery Paperwork: Write “Damage” or “Possible concealed damage, pending inspection” before signing and accepting delivery. Failure to note damage at the time of delivery forfeits your right to file a claim or receive a replacement/refund.
Confirm Order Accuracy: Check that the number of boxes and items received matches the Bill of Lading.
Take Photos: Photograph any visible issues, including packaging and product, before signing or refusing delivery.
Do Not Assemble or Install: Do not attempt assembly, installation, or use of a damaged product. If installation was scheduled, postpone until the issue is resolved.
Keep All Packaging: Do not dispose of boxes, pallets, or crates. All returns and claims require the original packaging. Products without original packaging cannot be returned, replaced, or refunded.
Contact Us Promptly: Email info@deckandden.com within 48 hours with photo documentation of the issue so we can initiate a resolution.

We understand delays can be frustrating, but please allow us to coordinate with carriers and manufacturers on your behalf. Attempting to schedule alternate shipping or repairs may void warranties and claim rights.

Damages and Defective Items

Deck and Den will cover all costs associated with shipping defective, damaged, or incorrect merchandise. We’ll ensure you receive the correct, undamaged product as soon as possible.

Items that become damaged after use are not eligible for return unless specified under the manufacturer’s warranty.

Cancellations

If you wish to cancel an order, please email or call our customer service team immediately to avoid return shipping fees.

Before Shipment: Cancellations received before an order has shipped will receive a full refund.
After Shipment: Once an item has shipped, our 30-Day Return Policy applies, and the customer will be responsible for the return shipping cost.

Other Policy Notes

If a specific vendor or product has unique return conditions, these will be stated on the product page.
Deck and Den sells to customers intending normal consumer use of our products. Purchases made for temporary or one-time use (e.g., trade shows or events) are ineligible for return or refund.

Restocking and Cancellation Fees

We strive to avoid unnecessary fees, but in some cases, charges from third-party vendors, merchants, or carriers may apply and will be deducted from refunds when applicable:

3% Merchant Processing Fee: Applied if cancellation is requested more than 24 hours after order confirmation.
Restocking Fee (0–25%): Applied only if charged by the manufacturer.
Two-Way Shipping Costs: Although all orders ship free, if you cancel or return after shipment, both original and return shipping costs (typically $300–$1000+) will be deducted from your refund.

If freight delays, damage, or loss occur, you agree to allow Deck and Den, the carrier, and supplier to rectify the issue. We will work promptly on your behalf to resolve any problems.

For any questions or clarification, please contact us at info@deckandden.com. We’re here to help make your shopping experience as smooth as possible.