Refund and Return Policy
Deck & Rail Supply - Refund and return policy
Thank you for shopping with Deck & Rail Supply. If you are not entirely satisfied with your purchase, we are here to help. Please review our guidelines below regarding cancellations, returns, refunds, and exchanges.
1. Product Classifications & Return Eligibility
To help you understand our fulfillment and return processes, our products are classified into two categories:
Stocking Items: These are standard products regularly carried within our inventory network. While they are available, they may occasionally require a transfer between facilities and usually ship within 2 to 6 business days. Returns on standard stocking items are accepted within 30 days from the date of delivery of the last item in the order.
Special Order Items: These are custom-procured or specially ordered items that are not kept in our regular inventory. Because they are ordered on demand, they typically require a 4 to 6 week lead time to ship (though they may occasionally arrive faster). Special Order items are strictly not eligible for return or exchange.
Item Condition: To qualify for a credit on eligible Stocking Items, products must be unused, unaltered, and in the exact same condition that you received them. Items must be in their original, unopened packaging or boxes.
Return Shipping Window: Once a return is confirmed and authorized by our team, the items must be shipped back to us within 30 days of that confirmation.
2. Order Cancellation Policy
If you need to cancel an order before it ships, the following strict timelines apply based on the product type:
Stocking Items: Orders for stocking items may be canceled within 24 hours of purchase, or until the item has been fulfilled/processed for shipment, whichever comes first. Once an order has been fulfilled, it cannot be canceled and must be handled as a standard return.
Special Order Items: Due to the immediate procurement and manufacturing processes involved, Special Order items may only be canceled within 1 hour of placing the order. After 1 hour, the order is finalized with the manufacturer and cannot be canceled, changed, or refunded.
3. Fees, Deductions, and Return Costs
Shipping heavy building materials is costly. To sustain our competitive pricing, the following financial terms apply to returned or eligible canceled orders:
Restocking Fees: A 20% restocking fee may apply to returned items to cover handling, inspection, and warehouse reprocessing.
Return Shipping: The customer is responsible for providing and paying for all return shipping. If you request a prepaid return shipping label from Deck & Rail Supply, the exact cost of that label will be deducted from your final credit.
Transaction Fees: Refunds for returned or eligible canceled orders are subject to a deduction of the non-refundable payment processing and transaction fees incurred during the original sale.
Free Shipping Deductions: If your original order qualified for "Free Shipping," our original outbound shipping costs will be deducted from your total return credit, in addition to any return shipping fees.
4. Partial Refunds & Rejections
We reserve the right to issue a partial refund, or deny a refund entirely, in the following circumstances:
Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
Standard stocking items returned after the 30-day delivery window, or shipped more than 30 days after a return confirmation was issued.
Note: Please do not send your purchase back to the manufacturer. All returns must be processed through Deck & Rail Supply.
5. How to Initiate a Return
Return shipping labels can be generated directly through your online user account. Alternatively, you can contact our staff to have a return label created and sent to the email address on file (the cost of which will be deducted from your refund as stated in Section 3).
All physical returns must be shipped to our main facility:
Deck & Rail Supply 785 East Warren Street
Gardner, KS 66030
6. Refund Processing Time
Once your return is received and inspected by our warehouse team, we will send you an email notifying you that we have received your item and whether your refund has been approved or rejected.
If approved, your refund (minus applicable fees and shipping deductions) will be processed and automatically applied to your credit card or original method of payment within 5 to 10 business days.
7. Late or Missing Refunds
If you haven’t received your approved refund after 10 business days:
First, check your bank account or credit card statement again.
Contact your credit card company or bank. There is often an internal processing time on their end before a refund is officially posted to your account.
If you have completed these steps and still have not received your refund, please contact us at sales@deckandrailsupply.com.
8. Sale Items
Items purchased on sale may or may not be eligible for return depending on the specific promotion. Sale items that are also marked as "Special Order" are strictly non-returnable.
9. Exchanges
We only replace or exchange items if they arrive defective or damaged. If you need to exchange an item for the exact same product due to damage, please email us at sales@deckandrailsupply.com or call us at 913-884-3335 to coordinate a replacement.