You can find each item's Return Policy under the "Add To Cart" button by scrolling down the page to "Returns" and under each item description in your Shopping Cart. Items that are not designated as Custom or Special Order may be returned as long as you complete an Online Return Authorization.
Items that may be returned must be returned complete, uninstalled, unopened and in their original packaging.
Let us know about any shipping damage within 48 hours. We'll get a replacement item sent at no charge to you and you don't have to pay to send the damaged item back to us. You can tell us about a Shipping Problem by clicking the "Problem Report" button on your My Account Home Screen. If you're returning an item that wasn't damaged because you decided you no long want it, then you must pay the return shipping.
Domestic carriers have recently implemented a surcharge on items eight feet or larger. You may find the cost to send your eight foot (or larger) item back to us is greater than the value of your return credit. Order samples, or call us for a free consultation before ordering large items. Pre-paid return shipping labels are not provided unless the reason for your return is an error on our part. And, in that case, the label is sent along with your replacement item.
If you're concerned about return shipping cost, order two four foot poles, a center bracket and joiner screw instead of an eight foot pole. Order two six foot poles, a center bracket and joiner screw instead of a twelve foot pole, etc. And, order spliced rods instead of full length rods.
Many times, we can cut-down an in-stock pole or item to help you avoid large shipping surcharges. But, doing so makes the item non-returnable. Cutting an item down to save you shipping fees is considered a custom cut.
Follow the Return Authorization procedure for the items that you don't want. Then, place a new order for the items you want instead. We offer many different brands that ship directly from their respective manufacturer - plus, we ship from multiple warehouses, this makes it impossible for us to accommodate like-kind, one-step exchanges.
Our return system is automated and available to you 24 hours a day from your "My Account Home Screen". The easy to use system will ensure that your return is properly noted in our system so you'll receive the proper return credit. Since our Return Authorization system it completely automated, we ask that you complete the process online, we can't complete a Return Authorization over the phone.
In many cases, items that can be returned don't always ship back to the location they came from. That's why we ask that you use our online Return Authorization system to request a return. That way, you'll know the correct location to send the item to. If you send an item back to us without a Return Authorization, we won't be able to issue you a credit.
Please don't refuse delivery of an item unless it has been damaged in transit. If you refuse delivery of a non-damaged item, we won't be able to issue you a credit. Please complete the Return Authorization instead if you decide you no longer want the item.
Unfortunately, sometimes damage in transit does occur. We need to know about problems with your order within 48 hours so we can work with the shipping company to get your replacement sent to you quickly. So, open and inspect your order the day it arrives. Even if you're not ready to use it, you need to inspect your order to make sure it's undamaged and correct. Return Authorizations can be requested for 20 days from you ship date; we won't be able to make exceptions for vacations, holidays, installer scheduling or any other situation that prevented you from opening and inspecting your order when it arrived.
If you received a discount or promotional or reduced shipping fee that required a minimum purchase and the value of your return causes your order total to drop below the required minimum, we'll deduct the difference from your return credit. You can still return non-custom and non-special-order items that had discounts or were on sale. Return credit for orders with discounts or on sale items will be issued in the form of in-store credit. Closeout or Discontinued items are non-returnable.
Refunds or Credits are usually issued within four weeks; but, most of time, you'll receive your Refund or Credit sooner. However, it can take up to four weeks when you take into account the time for return transit, return product inspection at our warehouse (up to 7 business days) plus bank processing (up to 7 business days). We will deduct the original and return shipping charges from your Refund or Credit if you received free or reduced outgoing shipping, and/or if we provide you a return label. Refunds for orders with discounts or on sale items will be issued in the form of in-store credit.
You do not need to create a Return Request for damaged or defective items, and we'll include a pre-paid return shipping label with your replacement items. Customers are responsible for return shipping for all returns other than damaged or defective product. Under some circumstances, we may provide a return shipping label at your request. The cost of the return label and pick-up fee will be deducted from your return credit.
Refunds can only be applied to the same credit card (same name, same card number) used to complete your original purchase for up to ninety days. If you no longer have access to the credit card used to complete your original purchase, or, if more than ninety days have elapsed since your original purchase - your refund will be issued in the form of in-store credit.
Custom or Special Order items are made just for you after you place your order. You can't return or exchange a Custom or Special Order item. If you refuse delivery of a Custom or Special Order item - or if you automatically return a Custom or Special Order item without authorization, we won't be able to issue a credit and we absolutely can not make exceptions for Custom or Special Order items.
You're guaranteed to get the exact item you ordered, finished correctly and in perfect condition. But, you won't be able to return it if you decide you just don't want it anymore. If you experience damage during shipping, or if your custom made product is incorrect or defective: When you place your order, you must agree that your sole remedy is the replacement of the defective item by our fabricators. No cash refunds will be given for custom or special order products.