Returns, Company Policies and Procedures
Galvanized steel products are heavy and shipping costs are extremely high. With that being said, you may return an unused item for a refund within 30 days of delivery. Ship it back to us, using a carrier that will provide tracking. As soon as we receive the item, you will be refunded the full purchase price less a 25% re-stock charge. Use the contact form to request a return authorization number before sending back your item. Items should be returned in their original packaging. Outside the box, write your return authorization number. Refusals on shipments and undeliverable address returns are handled under this same policy. We do not allow for returns on special orders. Special orders are for items not part of our website offering or are identified as such. An order in the amount of $400 or more is considered a special order.
Defective Items/Mistakes – If your item is defective (defects in manufacturing and/or workmanship), please contact us within 30 days from the date of shipment arrival. If unused, we will send out a replacement to you. Please note: bent panel corners/edges do not constitute damaged or defective goods. Panel corners/edges can bend in ground shipping but do not constitute cosmetic damage as they fit inside steel brackets and are not visible from an exterior view (so also with bottom edges that rest inward on the ground and scratches on the inside of panels that will soon be covered in soil). For an additional charge, we can ship your order in wood crates via motor freight delivery, simply contact us for the details. There is not a uniformity of appearance guarantee with our powder coated components. Each individual component could have a different chalking effect after UV exposure. If uniformity of appearance is not to your satisfaction, remove chalk by washing the surface with an dish soap. If some chalk remains after first washing, then wash again for complete removal; scrubbing with a brush may be necessary. Rinse well with clear water. Allow to dry thoroughly. If after washing, appearance is still not to your satisfaction, powder coat polish and overpainting are options. Carefully inspect all panels and pieces before installation. Exchanges on defective/damaged parts can only occur before an installation, not after.
Fulfillment mistakes that we make, resulting in the shipment of an incorrect product or a discrepancy on what was actually shipped, will also be accepted for order change within 30 days from the date of shipment arrival. After 30 days, we lose our ability to audit shipments for errors and therefore are not able to correct any order discrepancy. We will issue you a call-tag (a return shipping label) and a return authorization number. Then, we will send out a replacement to you as soon as we receive the item back. Contact us for a return authorization number before sending back your item. Please inspect your shipment carefully upon arrival. Orders must be installed in the model(s) format purchased for a call-tag to be issued. The original boxes & packaging must be available for our investigation of fulfillment mistakes. Without these, and necessary customer submitted photos, we are not able to proceed with an investigation and a remedy is not available. It is the customer's responsibility to make sure the shipping address submitted is correct.
At this time, we do not offer product exchanges. If you require a signature with delivery for your order, please contact us so that we can make that notation on your order. If that notation is not made, the standard UPS Ground delivery confirmation will be used as proof of shipment delivery.