We want to give you the best experience possible when you are choosing materials for your project. It’s common to choose items for a project and change your selection – or finish a project and have unused and leftover material, so we’ve created a process and some guidelines that will help you return what you don’t need.

If you have unused material or supplies that you’d like to send back and want to know if they can be returned, send a message to returns@thedecksupply.com and our team will walk you through the process. Please include a reference to your order number found on your original receipt.

Our team will respond quickly to your request with a confirmation, and any other information you’ll need to return your item(s).

Here are some guidelines that will clarify what is returnable, and how you can receive the maximum credit on your returned material:

• Returns must be initiated within 90 calendar days of their delivery
• Products must be returned in the quality of condition in which they were delivered. If items were delivered in less than ‘new’ condition, make a record and contact us within 3 business days of delivery so we can verify that these were unsatisfactory and issue any replacements if necessary.
• Any boxed or packaged items must be returned in original packaging, in perfect resellable condition to qualify for a refund.
• Shipping charges cannot be refunded – and any costs incurred with shipping your return will be deducted from your credit upon inspection and approval. Once the return is approved, a return label (or labels) will be sent to the email address attached to the order.
• Refunds will be issued in the form of payment used for the original purchase.

Once our team receives your return, it will be inspected and checked against any previous orders, and entered into our system. A refund using the original purchase method will be issued, and may take 5-10 business days to show on any statements from your bank or on your account.

*Returned DekPro items are subject to a 15% re-stock fee, and refunds will be issued for an amount less return shipping costs, in the form of original payment.

**Returned Simpson-Strong Tie items are subject to a 25% re-stock fee, and refunds will be issued for an amount less return shipping costs, in the form of the original payment.

If any return product is damaged in any way, or the return is initiated after 90 calendar days after the delivery date, the return is not eligible for a refund. If you would like some additional clarification or have any questions, please contact our team.

March 1, 2023

For our Valued Customers,

We’re always working to give you the best experience possible when you are choosing decking materials for your project. It’s common to finish a project and have unused and leftover material, so we’ve updated our material return process which allows for better communication and faster service.

When a return is requested please send an email or text the request to returns@kcdecksupply.com. Most mobile service carriers allow a text message to be sent to an email address.

Please include the following information in that message:

• Name from Original Order and Order # if available
• Address where material is to be picked up
• Photo of material where it lays for retrieval
• Any special instructions or comments

Our team will respond quickly to your request with confirmation of receipt and estimated time of retrieval for your records.

Here are some guidelines that will clarify what is returnable, and how you can receive the maximum credit on your returned material:

• Returns must be initiated within 30 calendar days of their delivery
• All orders qualify for one material return request. Any additional retrievals will result in a deduction of credit in the amount of a delivery fee.
• Products must be returned in the quality of condition in which they were delivered. If items were delivered in less than ‘new’ condition, make a record and contact us at the time of delivery so we can verify that these were unsatisfactory, and determine if items qualify for a credit.
• Any boxed or packaged items must be returned in original packaging, in perfect resellable condition to receive credit

Special Order Items

• Railing – Non-stock items, or material that is ordered specifically for your project is non-refundable – unless otherwise expressly communicated by our team in writing.
• Decking – Some special order and non-stock items can be returned for partial credit – a 25% restocking fee is our standard rate when approved.
• Lumber – Special order lumber, non-standard lengths/widths, and non-stock items are subject to our standard 25% restocking fee if approved for a return, and are in re-sellable condition.
• Hardware / Miscellaneous – Our team will evaluate if items are vendor returnable, and will communicate with you about any restock fees and freight charges that may apply.

Once our team receives your return, it will be inspected and checked against any previous orders, and entered into our system. At this time, a salesperson will hold this record and issue a refund using the original purchase method – check, credit card, or credit to a charge account. This may take 5-10 business days to show on any statements from your bank or on your account.

If any return product is damaged in any way, or the return is initiated after 30 calendar days after the delivery date, the return is not eligible for a refund. If you would like some additional clarification or have any questions, please contact your sales representative.