Refund policy

90 DAY RETURN POLICY

We happily accept returns of UNUSED AND UNDAMAGED products that can be resold. You can return any product for any reason and get a refund only if it is received within 90 days of your purchase date. You will be refunded for the price of the product less a restocking fee (18%). We do not pay for any return shipping fees, nor do we refund the original shipping fees.

You can request a return by emailing us at info@decksgo.com or submitting through the Shop App. 

 Send your returned merchandise to our warehouse in Ogdensburg, NY.

Please note that your financial institution could take up to seven business days to reflect the refund transaction.


PROCEDURE

1. Email us at info@decksgo.com and obtain a Return Merchandise Authorization (RMA) number for your return.

2. Print the RMA label and attach it to the outside of your box.

3. In case of multi-carton shipments, they should be clearly marked "1 of 3", "2 of 3", and so on. Please also include a copy of the RMA label on each box. 
 
4. Send us a photo of your shipment showing the items inside (Disregard if still sealed). Shipping can cause all sorts of damage to boxes, including the goods inside. We want to know what condition the items were in before shipping.

5. After shipping with your courier of choice, please send your tracking number to us at info@decksgo.com for faster processing.

If these steps are not followed, you will be subject to a 25% restocking fee.

Please Note: We do not accept any products which were purchased at one of our dealer stores. You must return your goods back to the store you bought it from.


CALL OUR TOLL FREE NUMBER


LABEL THE PACKAGES


LABEL MULTIPLE SHIPMENTS



DAMAGED OR DEFECTIVE ITEMS

Contact us immediately if your order arrives damaged, or if an item does not meet your expectations. A photograph is required to prove your claim. We will, at our own expense, send out a replacement.


EXCHANGES

We will exchange goods which have not been used and are received by us within 90 days of the purchase date on the invoice.

The customer must obtain a Return Merchandise Authorization (RMA) number by calling (844) 833-3257 or by email and follow the return procedures. A shipping charge will be applied for delivering the replacement goods.

If you need to exchange items that qualified for free shipping on the initial order, please note you will be required to pay the flat rate shipping fee on the exchanged shipment. Please call our toll free number if you need clarification.


CANCELLATIONS

Contact us immediately if you want to cancel an order. Our office hours are Monday to Friday from 9:00 AM and 5:00 PM Eastern Time. Please have your DecksGo.com sales receipt number on hand when you call. This will speed up the cancellation process.

Although we will do our best to cancel your order at once, our ability to do so depends on when the order was placed and when you contact us to cancel it. We therefore cannot guarantee that we will be able to cancel your order before it ships.  If you request a cancellation AFTER you have received the FedEx tracking email and you refuse delivery when your order arrives it will be returned to us eventually by FedEx. We will still refund your purchase but not the original or return shipping fees under such circumstances.