Shipping & Delivery
We keep shipping simple and honest. No hidden fees, no bait-and-switch upgrades forced on you at checkout. Here's exactly how it works.
Where We Ship
We ship within the 48 contiguous United States only, directly from U.S. warehouses. We don't ship internationally, and we currently can't offer standard rates to Alaska, Hawaii, U.S. territories, or very remote rural addresses.
If you're in AK, HI, or a remote area, reach out before you order and we'll see what we can do — info@deckandden.com or 1-833-283-2233. We'd rather figure it out with you upfront than have to cancel an order after the fact.
Free Shipping
Every order of $100 or more ships free to the 48 contiguous states. Free shipping means curbside delivery — the driver brings it to your driveway or curb, and you take it from there.
If you need the item brought inside, up a flight of stairs, or fully installed, we offer White Glove delivery on select products for an additional fee. Just contact us before placing your order and we'll get that arranged.
How Long Does Shipping Take?
Most in-stock items leave the warehouse within 1–3 business days. Once your order ships, you'll get a tracking email automatically.
Made-to-order or backordered items will have an estimated lead time shown right on the product page. Lead times can vary — if you're working with a deadline (a birthday, a party, a renovation), shoot us a message before ordering and we'll give you an honest timeline.
If we ever can't ship within the timeframe we've stated, we'll reach out to you promptly with the updated timeline and give you the option to approve the delay or cancel your order for a full refund. We're not responsible for delays caused by freight carriers, weather, port backlogs, or other circumstances outside our control, but we'll always keep you informed.
Delivery Day — What to Expect
Most of our products ship via freight (LTL), not UPS or FedEx. That means a freight carrier will call or email you to schedule a delivery appointment. Please make sure the contact info you entered at checkout is accurate and that someone is available to receive the shipment.
If the carrier can't reach you after reasonable attempts, they may deliver without a signature in accordance with carrier policy — and at that point, the delivery is considered complete. Your ability to claim damage or missing items becomes significantly harder without someone present to inspect, so please do your best to be available or designate someone who is.
An adult (18+) needs to be present to receive and inspect the shipment. That's not just a formality — inspection at delivery is genuinely important for these products. More on that below.
Missed appointments, re-delivery fees, storage charges, limited-access location surcharges, or other carrier fees caused by circumstances on your end will be your responsibility. We'll always give you a heads-up if something like that comes up before billing anything.
Inspect Everything Before You Sign — This Is Important
We know it feels awkward to make the driver wait while you look things over, but please do it anyway. Once you sign that Bill of Lading, the carrier's liability for damage largely ends. Here's how to handle it:
If the boxes look fine:
Go ahead and accept the delivery, but write "Possible concealed damage — pending inspection" next to your signature on the Bill of Lading. Take photos of all sides of the boxes before you open them. It takes two minutes and it protects you if something's wrong inside.
If there's some visible damage to the packaging:
Still accept it, but make sure to note the damage on the Bill of Lading — something like "Box damaged — pending inspection." Take photos of the packaging and the product before signing.
If the damage is severe — crushed, soaked, clearly destroyed:
Refuse delivery. Write "Refused due to damage" on the Bill of Lading, take photos, and contact us immediately at info@deckandden.com. We'll get a replacement sorted as quickly as possible.
If the driver won't let you inspect before signing:
Note "Driver did not allow inspection prior to signing" on the paperwork, take photos of everything, and contact us within 48 hours.
Found Damage After the Driver Left?
It happens. Sometimes damage is tucked deep inside the packaging and you only find it once everything's unpacked. Here's what to do:
- Contact us within 48 hours of delivery — email info@deckandden.com with your order number and clear photos or video of the issue.
- Don't throw away the packaging. Boxes, pallets, crating — hold onto all of it until we've resolved the claim. Carriers require original packaging to process freight damage claims.
- Don't install or assemble the item until we've assessed the damage. Installing a damaged product can affect your ability to claim a replacement.
We cover all costs for items that arrived defective, damaged, or incorrect — replacement, reshipment, the works. What we ask in return is that you let us coordinate the resolution directly with the carrier and manufacturer. If you arrange your own repairs or shipping without going through us first, it can void the carrier claim and the manufacturer warranty. We've seen it happen and it's a mess for everyone.
What We Cover, What We Don't
We cover: Items that arrive damaged, defective, or that aren't what you ordered. We'll handle it at no cost to you.
We don't cover: Damage that happens after delivery and use. That falls under the manufacturer's warranty — and we're happy to help you work through that process too.
Questions before or after delivery? We're here. Call us at 1-833-283-2233 or email info@deckandden.com. We're available daily from 9 AM to 9 PM Mountain Time. For return and cancellation details, see our Returns & Cancellations Policy.