Shipping & Returns

SHIPPING POLICY

FREE SHIPPING

• Most orders over $99 qualify for free shipping within the contiguous United States.
• Exclusions may apply based on size of item. Larger sized items may increase the cost of shipping. 
• For shipping to Alaska or Hawaii, please call for a quote.
• Standard shipping option *with eligible products* is free. 
• When checking out with Amazon, orders under $99.99 will be charged the $15 minimum shipping fee.
• Special order items over $99.99 will have a shipping charge.

FREIGHT SHIPPING

Freight shipping is the shipping option when items are too big or too heavy to transport via a normal (USPS, UPS, Fedex) postal carrier vehicle. We reserve the right to choose which freight carrier delivers your shipment.

Important things to note about freight shipping–

• You must be physically present to accept a freight delivery.
• The freight carrier will contact you directly to schedule a delivery window.
• The freight trucking company will provide a delivery window that can be up to 8hrs.
• Freight shipments are often dropped off at your curb. The driver is not expected to deliver items to your front door, garage, etc. 
• We can assist in coordinating a Lift gate Service at an extra charge. Let us know at the time of the order to coordinate arrangements. Otherwise, it is your responsibility to coordinate assistance.
• Signature is required upon delivery.

DECKING ORDERS

• All decking arrives on a straight truck that must be off loaded by hand.

WHEN YOUR ORDER ARRIVES

1. Count the number of items and make sure this matches the delivery receipt before signing for the delivery.

2. Inspect every item in the shipment for damage before signing for the delivery. Remove wrapping, boxes and fillers to ensure no damage.

3. Mark your delivery receipt correctly:

1. “Clear” = correct # of items + no damage

2. “Missing” = missing items

3. “Damaged” = damaged goods

4. “Wrap broken” = boxes or shrink wrap are damaged

MISSING ITEMS

• Missing items must be reported to us within 10 business days of receiving your order by email–contact@deckexpressions.com. We reserve the right to reject any claim for missing items if the claim is not reported within the 10 business day period.
• Please note you must mark the delivery receipt "missing" and notify the truck driver (freight delivery driver) of the missing items before signing the receipt.
• Please allow 3-4 business days for the carrier to locate missing items.  

DAMAGED ITEMS

• Damaged items must be reported to us within 10 business days of receiving your order by email. Please send your Customer P.O. #, a detailed description and pictures of the damaged items to contact@deckexpressions.com.
• Please accept delivery of the damaged items. We will work to quickly get replacements for you.
• If you have signed your delivery receipt but discover damage to your item(s) after 10 days, please contact the freight carrier to create a claim for damages.
• If your damaged items were left at the delivery address without you present to sign for them, please send your Customer P.O. #, a detailed description and pictures of the damaged items to contact@deckexpressions.com.

REPORT OF MISSING OR DAMAGED ITEMS TIMEFRAMES

1. 10 business days for concealed damage or missing items = damage or missing items discovered after delivery. 

2. 48 hours for non-concealed damage or missing items = damage or missing items visible upon delivery.

LEAD TIMES

• Orders received Monday-Friday before 1pm EST are processed the same day, contingent they are in stock. Orders received on Saturdays or Sundays are processed the next Monday. 
• In-stock orders typically ship within 1-2 business days after processing.  Backordered products might require additional business days before shipping. 
• For expedited shipping, carriers do not ship on weekends.

SHIPPING TRANSIT TIMES

• Shipping transit times do not account for the 1-2 business day lead time to process your order.  Shipping transit times are not guaranteed - they are estimated to the best of our ability based on our experience.  The amount of time it takes for your product to deliver can vary based on your delivery address, your availability to receive the shipment, and carrier network congestion.
• Many of our products ship via motor freight with a 10 business day lead time.
• Please note that we partner with third party freight carriers to make deliveries.  While we hold our partners to a high standard, some delays in shipping are out of our control.
• Any change in shipping delivery address received more than 24 hours after the original order has been placed could be subject to a shipping reconsignment fee. Please be sure to consider this when providing your delivery address upon order.

CANCELING AN EXISTING ORDER

• We understand that plans change and you may need to cancel your order. Please email us your order number and cancellation request at orders@deckexpressions.com to begin your cancellation process. 
• Once a shipping label has been created, orders cannot be canceled. In such instances, please follow return instructions.

RETURN POLICY

If you set up an account at checkout–

1. Log in, then click this icon

2. Click ‘Orders’ to view a list of all your completed orders.

3. Find the order that you wish to return, then click ‘Return Item(s)’ next to ‘View Order Details’.

4. Fill out the requested items on the return request.

5. Click Submit Return Request.

If you did nor set up an account at checkout–

1. Send an email with your order number and return request to returns@deckexpressions.com. 

2. Please be clear what item(s) you are looking to return.

3. A follow-up email with return instructions will be sent back to you.

• Original packaging is not required for your return.
• All orders placed with credit card or Paypal will be credited back to the customer’s account.
• Paypal transaction fees will not be refunded on any refunds.
• We do not refund shipping charges on returns or cover any return shipping costs; unless the return was the result of our error–incorrect or defective item, etc.

NOTE: Customer is responsible for return freight costs!

RESTOCKING FEES

Deckorators	Items must be returned within 30 days of sale	15% restocking fee
Tuff Block	Items must be returned within 30 days of sale	20% restocking fee
Nantucket	Items must be returned within 30 days of sale Custom post-caps and skirts are nonrefundable	25% restocking fee
Nortek	Copper post-caps are nonrefundable
RDI	Items must be returned within 30 days of sale	25% restocking fee
Fortress	items must be returned within 30 days of sale	25% restocking fee
Classy Caps	items must be returned within 30 days of sale	20% restocking fee
Timbertech	items must be returned within 30 days of sale	20% restocking fee
Aurora	items must be returned within 30 days of sale	25% restocking fee
Dekpro	items must be returned within 30 days of sale	25% restocking fee
Dryflekt	items must be returned within 30 days of sale	20% restocking fee
Genstone	items must be returned within 30 days of sale	25% restocking fee
Dekor	items must be returned within 30 days of sale	15% restocking fee
RailFX	items must be returned within 30 days of sale	25% restocking fee
HidFast	items must be returned within 30 days of sale	20% restocking fee
NextStone	Items must be returned within 30 days of sale Items must be in full box quantity Items must be in resale condition Starter strips, grout and paint kits are nonrefundable	25% restocking fee
Bison	Items must be returned in original packaging Items must be in new condition Items must be in resale condition Special order wood tiles, cubes, decking, custom products and aluminum cubes are non-refundable Pedestals, accessories, wood tiles, 2cm pavers and paver trays must be authorized by Bison within 90 days of original invoice date + received within 30 days from the return authorization date Items must be returned freight prepaid by the sender	25% restocking fee

 

For more information on your return please contact us at returns@deckexpressions.com.