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. 
• Expedited Shipping: All expedited shipping orders (overnight-2-day) must be placed before 10:00 am Eastern standard time, otherwise it will ship the next business day.
• 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.

Expedited Shipping Notice

Need your order fast? Expedited orders must be placed before 10:00 AM Eastern Time for overnight or 2-day shipping consideration. Please note that overnight shipments are NOT guaranteed, even with expedited shipping, due to current carrier volatility, product availability, and circumstances beyond our control.
We appreciate your understanding and will always make every effort to get your order shipped as quickly as possible.

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 dropped off curbside only. The driver will not deliver items into your driveway due to liability issues.
• Storage Fees are implemented when the customer does not answer the trucking companies calls to arrange delivery. 
• 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.

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.

RDI-Barrette-Old Castle Freight Delivery Policy:

Delivery Locations and Access:
Consignee/consumers in remote or rural areas should be aware that a carrier may have difficulty accessing properties with narrow, restricted, or otherwise limited road access.

If a direct delivery is not possible to the address provided, the consignee may be required to make alternative arrangements at their expense, such as:
· Renting a truck or trailer
· Coordinating unloading assistance
· Picking up materials from an alternate accessible location
Oldcastle will attempt to make every reasonable effort to have the materials delivered directly to the original requested location. However, delivery limitations may exist in certain areas.
Please note Oldcastle is not responsible for incurring any additional costs associated with equipment rentals, labor, transportation, or similar expenses. If an order cannot be received or retrieved, the consignee/end user will be responsible for any applicable return carrier freight charges, restocking fees, and storage fees resulting from delayed deliveries.

Reporting Damages or Shortages
All shipping damage or shortages must be reported to Oldcastle within 48 hours of delivery.
Customers are expected to inspect their shipment within a 48-hour timeframe and notify Oldcastle immediately of any issues via email apg-frd-declaims@oldcastle.com.

With most deliveries requiring a scheduled delivery appointment in advance, please ensure that someone 18 or older is available to receive and inspect the freight upon arrival. If the consignee is unable to be present, it is their responsibility to designate a representative to inspect and accept the shipment on their behalf and to report the damage/shortage within the 48-hour window. You can still submit the case for us to review, especially if there are extenuating circumstances, and we will review on a case-by-case basis. Otherwise, unless the POD is signed for as damaged/missing, it will be up to Deck Expressions or the customer to submit a new paid order for replacement.

Reconsignment and or Storage Fees
Oldcastle will not be responsible nor incur any reconsignment or storage fees on behalf of the consignee or end user. If a delivery is delayed due to change of address or scheduling conflicts in a manner that results in storage charges, all fees will be passed through accordingly.

Carrier issues and Signing the POD for Damages/Missing Product
If at any point the carrier refuses to wait for inspection, gives instruction on how to receive the order, or gives information on what happened to the order in transit, then the customer should write that on the POD.
When signing for damage the customer should be as specific as possible listing SKU#’s and quantities if they can. If so, much of the order is damaged that this would be a nuisance, then they should refuse the order in its entirety.

Dock Pick Ups
If a customer desires to pickup their shipment from the carrier’s dock, please note that they should fully inspect it before signing off accepting it. If they sign accepting the order, they are accepting that order in whatever condition it is in, and any damage or missing items from that point on are their responsibility to fix or replace. Concealed damage reported within the 48-hour time frame will be taken on a case-by-case basis.

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 to your account.

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.

6. NOTE: There is a 30 day return policy.

If you did not 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.
• Route fees are NON Refundadble
• 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!

ROUTE PACKAGE PROTECTION

What is Route Package Protection?
Route's Package Protection is a package protection solution that provides additional coverage on your Deck Expressions order in the event that your order gets lost, stolen, or damaged while in transit. We know how frustrating it is to have something happen to your order, so we’ve partnered with Route to offer added assurance that you’re supported, no matter what.  This additional Package Protection can be added during checkout.

How Does Route Work?
If your Route-protected Deck Expressions order ends up lost, damaged, or stolen, Route’s expert support team helps ensure that your order quickly gets replaced or refunded as preferred at zero cost to you. 

Need to file a claim? File here

What if My Order Never Arrives or is Stolen?
To protect your order against loss or theft, add Route Package Protection at checkout.

If your order has not arrived, please file a claim with Route here.

What if My Order Arrives Damaged?
To protect your order against damage that occurred during shipping, add Route Protect at checkout.

If your order has arrived to you damaged, please take photos of the item and the packaging it arrived in to include in your claim when filing.

You can file a claim with Route here.

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us and we will be happy to work with you to remedy the situation.

How Do I File a Claim for my Lost, Damaged, or Stolen Order?
If you insured your order with Route at checkout, you will receive a confirmation email from Route with a link to file a shipping issue.

You can also file a shipping issue here. To file a claim, you will need your store order number OR Route ID number and the email address that was attached to the order.

RESTOCKING FEES

Deckorators	Items must be returned within 30 days of sale	15% restocking fee
Screeneze/MetroScreen	Items must be returned within 30 days of sale	25% 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	NON-Refundable
RDI/Freestyle/Old Castle	Items must be returned within 30 days of sale	25% restocking fee
Durables/Fortify	items must be returned within 30 days of sale	10% restocking fee
Classy Caps	items must be returned within 30 days of sale	20% restocking fee
Timbertech/Azek/Camo	items must be returned within 30 days of sale	20% restocking fee
Aurora/High Point	items must be returned within 30 days of sale	25% restocking fee
Dupont/Tyvek	items must be returned within 30 days of sale	20% 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/Dekpro	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.