Shipping and Delivery — Deck and Den
🔥 OUR BLACK FRIDAY SALE STARTS NOV 17, WANT EARLY ACCESS? REACH OUT! 🔥
🔥 OUR BLACK FRIDAY SALE STARTS NOV 17, WANT EARLY ACCESS? REACH OUT!
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Shipping and Delivery

Shipping & Delivery

At Deck and Den, we keep shipping simple and transparent for U.S. customers.

Where We Ship & What’s Free

  • United States only: We ship within the U.S. and from U.S. warehouses. We do not ship internationally.
  • Free Shipping: All orders of $100 or more qualify for free shipping with CURBSIDE delivery to the 48 contiguous U.S. states.
  • AK/HI, U.S. Territories & Remote Areas: Not eligible for free shipping. Availability varies and may require a custom quote; please contact us before ordering.

Shipping Times

In-stock items typically ship within 3–7 business days. Made-to-order or backordered items will show an estimated lead time on the product page. Tracking information is emailed as soon as your order ships.

Delivery Methods

  • Free Curbside Freight: The carrier schedules a delivery window and delivers to the curb/driveway. Please ensure an adult (18+) is available to receive and inspect.
  • Upgraded Services: Threshold or white-glove delivery may be available for select products at an additional cost. Contact us before ordering to arrange.

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. Do not sign or accept any delivery that appears damaged.

Inspect Before Accepting Delivery

  • Exterior Damage: Check cartons and pallets for dents, tears, holes, or crushed corners.
  • Concealed Damage: If the driver allows, open packaging to inspect the actual product.
  • Order Accuracy: Confirm models/quantities match your order and that all components are present.

Document the delivery by taking clear photos of all sides of the boxes and products.

Delivery Scenarios & Actions

  • Boxes in Good Shape, No Visible Damage:
    Action: Accept delivery.
    Note: Write “Possible concealed damage, pending inspection” next to your signature on the Bill of Lading and take photos.
  • Boxes with Minor/Surface Damage:
    Action: Accept delivery.
    Note: Write “Damage – pending inspection” with brief notes on the Bill of Lading and photograph packaging/product.
  • Severe Damage or Crushed Boxes:
    Action: Refuse delivery.
    Note: Take photos and write “Refused due to damage” on the Bill of Lading.

If the driver does not allow inspection, note “Driver did not allow inspection prior to signing” on the Bill of Lading.

Hidden or Concealed Damage

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

Please unpack and inspect all items immediately upon receipt. Claims made after 48 hours may be denied by the carrier/insurer because shipping insurance claim windows are limited.

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

  1. Mark the Paperwork: Write “Damage” or “Possible concealed damage” on the Bill of Lading before signing.
  2. Confirm Order Accuracy: Verify the number of boxes/items matches the Bill of Lading.
  3. Take Photos: Capture packaging, product, and any visible issues before signing or refusing delivery.
  4. Do Not Assemble or Install: Postpone installation or use until we resolve the issue.
  5. Keep All Packaging: Do not discard boxes, pallets, or crates; claims require original packaging.
  6. Contact Us Promptly: Email info@deckandden.com within 48 hours with photo documentation so we can initiate a resolution.

Please allow us to coordinate directly with carriers and manufacturers. Arranging your own shipping or repairs can void warranties and claim rights.

Damages and Defective Items

Deck and Den covers costs associated with defective, damaged, or incorrect items and will provide prompt replacement or reshipment. Items damaged after use are subject to the manufacturer’s warranty terms.

Freight Appointments & Accessorials

Missed delivery appointments, re-delivery, storage, limited-access, liftgate limitations, or reconsignment fees assessed by the carrier may be billed if caused by circumstances at the delivery address.

Questions? We’re here to help. Contact us at info@deckandden.com. For our returns and cancellation terms, please see our Returns & Cancellations policy.