At Deck&Co, we’re committed to keeping you informed every step of the way. Please read this guide to understand the ordering and shipping process, so you know exactly what to expect.

Order Confirmation

  • Once you place your order, you’ll immediately receive an order confirmation email. This means your payment has been authorized and we’re preparing your order for shipment.
  • We will promptly check with our warehouse to confirm that your item is in stock and ready to ship.
  • If your item is out of stock or on backorder, we’ll notify you by email right away.
  • If your item is available for immediate shipment, we’ll capture the payment and forward your order for fulfillment.

Shipping & Delivery

  • In-stock items typically ship within 1–2 business days, provided your payment clears our fraud protection system.
  • You’ll receive tracking details via email within 24 hours of shipment.
  • We ship via UPS Ground, FedEx Ground, and Freight to the lower 48 states.
  • Delivery usually takes 3–10 business days depending on your location and product availability.
  • Orders placed near our 1 PM EST cut-off may ship the following business day.
  • Shipping is free for ground deliveries within the contiguous U.S. (AK & HI ship via air at an extra cost).
  • Please note: We do not accept Cash on Delivery (COD).
  • For freight deliveries, a valid phone number is required to schedule an appointment. Failing to provide this at checkout may delay delivery and could result in additional storage fees.

Damages & Claims

  • Upon delivery, carefully inspect the packaging of your item(s).
  • If you notice any damage, please take photos and email them to [email protected] so we can file an insurance claim and assist with replacement parts.
  • If the carton is significantly damaged (torn, crushed, open), refuse the delivery and note the reason on the carrier’s paperwork.
  • If inspection isn’t possible at the time of delivery, please write: “Carton damage, subject to inspection” on the carrier’s paperwork. You must inspect the contents within 48 hours and report any damages promptly.

Cancellations & Refunds

  • All cancellations are subject to a 15% administrative fee, whether the order has shipped. This covers processing and personnel costs.
  • If your item is on backorder, and you agree to wait, we’ll hold your payment. You may cancel before it ships with no penalty.
  • If your order has already shipped, the buyer is responsible for return shipping costs. Refunds are issued to the original payment method only.

Backorders

  • Occasionally, items may be unavailable even though they appear in stock on our website. If this happens, we’ll email you with:
    • Estimated restock date
    • Available alternatives (if you’d like to switch)
    • The option to cancel at no charge
  • Please note that backorder arrival times can shift due to unexpected delays such as port congestion or manufacturing holdups. We’ll keep you updated if timelines change.

Once your backordered item arrives:

  • We’ll notify you with an estimated shipping date
  • You’ll receive tracking info within 1–3 business days

Important Info About Freight (LTL) Deliveries

If your order ships via LTL freight, here’s what to expect:

  • When the shipment reaches your city, the freight dispatcher will call you to schedule a delivery date and time.
  • Delivery appointments are scheduled Monday through Friday, within the windows of 8 AM – 12 PM or 12 PM – 4 PM. Specific times (e.g., 9 AM) cannot be guaranteed.
  • You must be available during your scheduled delivery window to sign for the item.
  • Items will be delivered using a lift-gate truck, placed at your door or as close as possible to it. Due to size and weight, the item may not be delivered inside your home.
  • Do not discard the original packaging, including the pallet. These materials are required if you choose to return the item.

Handling Damage at Delivery

If the packaging shows visible damage (rips, holes, dents, or open cartons):

  1. Inspect the contents immediately, ideally with the driver present.
  2. If damaged, note the issue on the carrier’s paperwork and notify us at [email protected].
  3. If you cannot inspect the item on the spot, write “Carton damage, subject to inspection” and describe the damage.
  4. For extensive or exposed damage, refuse the delivery and sign: “Carton damaged and refused.”
  5. Notify us immediately so we can assist.

If you have any other questions, don’t hesitate to reach out to our team at [email protected] — we’re here to help!