Satisfaction Guarantee & No Hassle Returns

Shipping & Delivery

Satisfaction Guarantee & No Hassle Returns

We Stand Behind What we Sell

If you are not 100% satisfied with your DecksDirect.com purchase, you can return it for a replacement or refund. We make returns and exchanges easy and are happy to help you choose the right product. Please read our Return information below for full details.

Inventory & Lead Times

Satisfaction Guarantee

Whether you ordered too much or you are not happy with your purchase, you can return all non-special order and non-sale items that are in resellable condition for a full refund with No Restocking Fees. See Terms of Return below for full details.

We want you to be satisfied and will work hard to ensure that you are. If you experience any issue with our products, customer service, shipping, or even if you just plain don't like what you bought, please let us know by calling 1-888-824-5315 or emailing us at support@decksdirect.com.

No Hassle Returns

We understand if your new purchase doesn't work out the way you imagined, so we've made the return process easy. We offer the following options for product returns:

  • Within 90 days of purchase – return the product for a complete refund or equal exchange.
    Note: Refunds for PayPal transactions will be processed through PayPal up to 60 days after purchase; a check will be issued thereafter (within 90 days).

  • More than 90 days after purchase – return the product (within a year of purchase) for store credit.

  • One year after purchase – we’re sorry, we can’t accept returns or issue credit at this point.

In a hurry? You can expedite an exchange by placing and paying for a new order, then return unwanted items for credit. 

Returning Your Items

Please read the instructions below before shipping your return. You must first either submit a return request form, email Support@DecksDirect.com or call 1-888-824-5316 with your order number to request a Return Material Authorization for the items you would like to return. If your items are eligible for return, you will then receive your RMA email with your RMA#. Please follow the instructions below and read through the information on the RMA email:

How to Return

1. Read our full Terms of Return to determine if your product is returnable

Please note, we do not accept returns of:

  • Any product(s) ordered more than one year ago.

  • Any product(s) not in original/resellable condition (if product is damaged, used, or missing parts).

  • Any product(s) sold as part of a kit or package deal, unless the complete kit is returned.

  • Any product(s) sold on Sale or as a Special Order.

2. Request RMA (Return Material Authorization) Number

You can request a RMA number by either submitting a return request form, emailing Support@DecksDirect.com or calling 1-888-824-5316.

3. Ship your items to us

Please carefully read and follow packing/shipping instructions:

  • To protect the item(s) during shipping, place the product in its original packaging then in an additional outer shipping box. Please add sufficient padding to fragile items as needed. If damage is incurred during shipping due to improper packaging, a full refund will not be issued.

  • Return all parts, pieces, printed materials, and accessories.

  • Do not write on or alter the original packaging in any way.

  • Include a copy of your return merchandise authorization (RMA) with your shipment, and send to:

   DecksDirect.com
   RMA #_ _ _ _
   3900 50th Ave. N. #100
   Minneapolis, MN 55429

4. Receive confirmation your return has processed

For the first 90 days after your purchase you may return undamaged merchandise for a full refund, excluding any shipping charges. Decks Direct does not charge a re-stocking fee for returns. Once your return is received and inspected, your refund will be processed and a credit will be applied to the credit card used at the time of purchase. Please note that depending on your credit card company, it may take an additional 2-5 business days after your credit is applied for it to be posted to your account. Decks Direct will send you an email confirmation when the refund is authorized. For orders returned more than 90 days after purchase, a gift card for store credit will be issued. Note: Refunds for PayPal transactions will be processed through PayPal up to 60 days after purchase; a check will be issued thereafter (within 90 days).

Inventory & Lead Times

Terms of Return

There are a few key points to note before returning your items to us. If you are unsure if your items can be returned, please let us know by calling 1-888-824-5315 or emailing us at support@decksdirect.com.

Items Must Be

  • Resellable condition – All returns are manually inspected, and the items must be in resellable condition. All returns must be in full, unopened packages. (For example: we will not accept nine balusters from a ten-baluster package.)

Return Exceptions

  • Special order items –  Special order items cannot be returned. In the event of a defective special order item, a replacement will be sent once the defective product is returned to Decks Direct.
  • Sale items –  All sale items are non-returnable.
  • Stain Products – Staining products such as Penofin and IPE Oil are only returnable within 30 days of the original purchase and must be in full, unopened containers.

Refunds

  • Refund amounts – Any refund or credit for exchange will be based on the value of the merchandise at the time of purchase. Shipping fees are not eligible for refund unless the merchandise is defective or a shipping error occurred. Restocking fees may be deducted from the refund amount if items are returned in damaged condition or without all of the original accessories.
  • Shipping costs – Shipping costs are the customer’s responsibility unless merchandise is being returned due to defect or an error on Decks Direct's part.
  • Credit Cards – Once your return is received and inspected, your refund will be processed and a credit will be applied to the credit card used at the time of purchase.
  • PayPal – Refunds for PayPal transactions will be processed through PayPal up to 60 days after purchase; a check will be issued thereafter (within 90 days).

Defective Product or Shipping Error

Inspect your shipment thoroughly upon delivery and report any damage or errors within 5 days of receipt of package.

For defective products, a return shipping label will be provided at no charge within the first 90 days of purchase. Prior to a return label being submitted, DecksDirect.com must have a customer’s credit card on file. If the fixture is determined to be defective, a replacement will be shipped via Standard Ground service at no charge. If expedited shipping is requested, expedited shipping fees will be charged. If the returned fixture is found to be in working condition or the problem is found to be from defective batteries, all shipping charges will be charged to the credit card on file.

3900 50th Ave N #100 Minneapolis, MN 55429
1-888-824-5316 sales@DecksDirect.com
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