A full refund can be issued if the order has not been fulfilled, i.e. your item has not shipped. In all other cases, a restocking fee of 20% applies.
You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). Otherwise, a 20% restocking fee applies. You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund faster. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). If you need to return an item, email us at firstname.lastname@example.org, and include your order number, first and last name, and shipping address. Or simply reply to your order confirmation or shipping information email. We'll notify you via e-mail of your refund once we've received and processed the returned item.
Shipping Damage Policy
At the time of delivery, the carrier will provide you with a Bill of Lading (BOL) and/or Delivery Receipt for you to sign. Please take a few moments to visually inspect both the inside and outside of the pallet, and make all notations on the paperwork. Each carrier uses their own standard forms, so ensure to fill out the proper spaces provided, or write in the margins if no such space is defined.
If you see obvious damage to your shed’s packaging, please take photos and contact us immediately at (800) 590-2508, ext. 2. If you find damage write, "Damaged on Delivery" on the BOL and/or Delivery Receipt.
If you find damage during the inspection at the time of delivery, all damage and defects MUST be noted on all copies of the BOL and Delivery Receipt. If the driver rushes you, you must write "subject to inspection" next to your signature on the Delivery Receipt and BOL. This is necessary for us to file a claim with the carrier and to assist you with a return, replacement, or repair.
Keep damage photos and a copy of the BOL and Delivery Receipt with your notes regarding the damage and contact our Customer Care Team immediately at (800) 590-2508, ext. 2.
You must notify us within 1 business day of the delivery and provide photos of the damaged shed package, and a copy of your signed BOL with listed damage in order to process a claim.
WE HIGHLY RECOMMEND YOU ACCEPT DELIVERY even if the packaging shows damage. We will issue a full refund for the product if it was damaged, defective, or incorrect and we determine that the issue cannot be resolved with replacement parts or repair.
Any superficial damage* to the packaging or shed parts is NOT CONSIDERED a reasonable basis for refusing a shipment.
*What is considered superficial damage:
Broken straps on the pallet;
Parts shifted off the pallet;
Less than 10 wall boards clearly damaged;
Less than 20 roof and/or floorboards clearly damaged;
If you wish to refuse the delivery displaying only superficial damage, you will be LIABLE FOR SHIPPING COSTS both ways.
If you refuse the delivery with reasonable damage, we will issue a full refund within 5 business days after receiving and inspecting the damaged shed at our facility.