We take great pride in the quality and craftsmanship of our products. Attention to design, materials, safety and construction are our priority. We carefully inspect your order prior to shipment; upon receipt, please inspect your purchase and notify us of any damage or defects (see Damaged and Defective Items).
If your items are new and unopened you may return them to us within 30 days of delivery for a full refund* - less the return shipping cost** and any non-refundable items. Items must be returned in the original packaging. If the reason for the return is a result of our error we will gladly pay for the return shipping. If the reason for the return is due to your dissatisfaction we will work with you to resolve the issue. We cannot accept returns on customized, personalized, final–sale or special-order items, or on items damaged through normal wear and tear. Please note that once an item has been shipped, White Glove Delivery Fees are Non-Refundable.
Once a product has been put together or installed, no refunds will be given if the product is in its intended condition. If the product is defective, we will gladly work with the manufacturer to promptly correct any issues. Product return shipping cost** will be borne by the customer if the customer ordered incorrectly.
We will issue a full refund for the product if was damaged, defective, or incorrect and the issue cannot be resolved with replacement parts or exchange.
For detailed procedures for returning items please contact Customer Service 5 days a week, Monday - Friday, at 888-602-7328, option #2, between 9:00am and 6:00pm (EST).
There will be no returns after 30 days of delivery – unless you notated Damage/Defects on the Delivery Receipt and BOL you sign upon delivery, and are working with us on a resolution. If we are working with you during the first 30 day period for a resolution due to damage/defect, you are not subject to the 30 day policy.
You are responsible to pay the return shipping cost** when you return an order for any of the following reasons:
- You refuse a delivery without inspection
- You miss a delivery appointment (or you can contact Customer Service to pay for redelivery to your home)
- You return a non-defective or undamaged product
Once the product is confirmed to be returning to us, we will issue a refund minus the return shipping cost and any non-refundable items.
* You can expect to receive your refund within 7-10 business days of the product being confirmed it has shipped back to our warehouse. In many cases you will receive a refund sooner, but we estimate 7-10 business days because of the time required for the product to be scanned in by the freight company upon pickup (up to 5 business days) and processing from your bank or credit card company (up to 5 business days). We will notify you via email with the details of your refund, and issue your refund in the form of payment used to make your purchase. (see Refund Policy)
** Return shipping costs generally range from $150 to $1000 or more (depending on size and weight – approx. $150 per 100 lbs.)