Shipping & Returns

Shipping

Where We Ship

We ship to any address in the United States of America (US 48). We do not ship internationally.

Carriers

Standard shipments are fulfilled via UPS. For larger or heavier orders, we use LTL (Less Than Truckload) freight carriers including XPO, R+L Carriers, and other major LTL providers. The appropriate carrier is selected based on the size, weight, and destination of your order.

Shipping Rates

Shipping fees are calculated at checkout based on the dimensional size and weight of your order. Please note that many of the products we sell are rated primarily by dimensional size rather than weight alone. The size and weight of any item can be found on its product detail page.

Free Shipping Promotion

Free shipping applies to all small package orders over $100 shipped via UPS. This promotion does not apply to LTL freight shipments. Promotions are subject to change at any time without notice.

Delivery Estimates

Estimated delivery dates are provided at checkout based on item availability and your selected shipping method. These are estimates only. We are not liable for delays caused by carriers, weather, or circumstances beyond our control. If your order experiences an unexpected delay, please contact us and we will assist you.

Estimated Transit Times

All orders require 1-5 business days to process and fulfill before shipping. Transit times below are estimates in business days once your order has shipped. Actual delivery times may vary based on carrier availability, weather conditions, and item stock status.

Zone Distance from Our Facility States Estimated Transit
Zone 1 - Local / Regional 0-500 miles Illinois, Indiana, Iowa, Kansas, Kentucky, Michigan, Minnesota, Missouri, Nebraska, Ohio, Tennessee, West Virginia, Wisconsin 1-5 business days
Zone 2 - Mid-Distance 501-1,500 miles Alabama, Arkansas, Colorado, Connecticut, Delaware, District of Columbia, Florida, Georgia, Louisiana, Maine, Maryland, Massachusetts, Mississippi, Montana, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Texas, Vermont, Virginia, Wyoming 3-9 business days
Zone 3 - Long-Haul / National 1,501+ miles Arizona, California, Idaho, Nevada, Oregon, Utah, Washington 5-14 business days

Shipping zones are determined by the distance from our facilities in Plainfield and Spring Grove, Illinois to your delivery address.

Large & Oversized Items - LTL Freight Shipping

Deck projects often involve large, heavy materials that require special handling. When an order is too large or heavy for standard UPS shipment, we ship it via LTL (Less Than Truckload) freight on a semi truck for curbside delivery. LTL shipments can take up to 2 weeks to arrive at your nearest freight terminal. Please read the information below carefully so you know what to expect.

How LTL Delivery Works - Step by Step

Step 1 - Order Packed & Shipped:
Our team carefully packs your order onto a pallet for safe shipment. Once your order leaves our facility, you will receive an email notification with tracking details so you can follow its progress.

Step 2 - Schedule Your Delivery:
The freight carrier will contact you directly to arrange a convenient delivery time. A homeowner or authorized adult must be present at the delivery location to receive and unload the shipment. Please ensure someone is available at the scheduled time.

Step 3 - Inspect & Unload Your Order:
When the delivery truck arrives, you will have a 30-minute window to inspect and manually unload your items. Freight carriers deliver to the curb or the first accessible point on your property. Unloading and debris removal are the homeowner's responsibility. Please inspect every item carefully during this time.

Step 4 - Sign for Your Order:
Once you have unloaded and inspected all items, sign the delivery receipt. Important: Do not refuse the shipment, even if there is visible damage or an error. Note any damage or discrepancies directly on the delivery receipt before signing, then contact us. Refusing a shipment does not speed up resolution and may complicate the claims process.

If Your Order Arrives Damaged or Incomplete

If anything arrives damaged or missing, take the following steps immediately:

  • Do not refuse the shipment - accept it and note all damage on the delivery receipt
  • Take clear photos of the packaging and the damaged or missing items
  • Contact us at (815) 439-3325 as soon as possible with your order number and photos
  • File a damage claim directly with the freight carrier - carriers typically have a short window (often 3 business days) to file claims, so act quickly

We are not responsible for damage that occurs during transit by third-party carriers, but we will assist you with documentation and guidance throughout the claims process. If the error was ours, accept the shipment, contact us, and we will make it right.

Important Notes for LTL Deliveries

  • Freight carriers deliver to the curb or first accessible point on your property only
  • Unloading assistance and debris removal are the homeowner's responsibility
  • Delivery must be accepted with a signature, even if there is damage
  • Return shipping for LTL orders is the customer's responsibility unless the error was ours
  • Someone must be present at the time of delivery - missed deliveries may result in redelivery fees charged by the carrier

Local Delivery

We offer local delivery within our designated service area from our Plainfield and Spring Grove locations. Local deliveries are made using our own vehicles and staff. All loads are inspected before leaving our facility. Upon delivery, items are inspected again and delivery is completed upon your review and signature. By signing, you acknowledge that your order was received in good condition.

Important: Any damage on local deliveries must be raised at the time of delivery before signing. We cannot process damage claims for local deliveries after the delivery has been signed off.

Damage in Transit (Third-Party Carriers)

We take reasonable care in packaging all orders for shipment. However, once an order leaves our facility and is in the possession of a third-party carrier (UPS, XPO, R+L, or any other LTL carrier), we are not responsible for damage that occurs during transit.

If your order arrives damaged:

  • Document the damage with photos immediately upon receipt
  • Note the damage on the carrier's delivery receipt before signing
  • Contact the carrier directly to file a damage claim
  • Contact us as well - we will assist with documentation where possible

We cannot guarantee the outcome of carrier claims but will do our best to support you through the process.

Returns & Refunds

Returns Due to Our Error

If you received an incorrect item as a result of our error, you may return it within 30 days of delivery for a full refund. We will cover all return shipping costs. Items must be unopened and in their original condition.

To initiate a return, contact us with your order number and details about the item you would like to return. We will respond promptly with return instructions.

Refunds are typically processed within two weeks of us receiving your return. This includes transit time back to us, our processing time, and your bank's processing time. In many cases refunds are issued sooner.

Returns Due to Customer Error

If you ordered the wrong item or wish to return a product for any reason other than our error, you may request a return within 30 days of delivery, subject to the following conditions:

  • Items must be unopened and in original, undamaged packaging
  • Return shipping costs are the responsibility of the customer
  • A 25% restocking fee will be deducted from your refund
  • Special order items are non-refundable under any circumstances

To initiate a return, contact us with your order number. Returns sent without prior authorization will not be accepted.

Non-Returnable Items

  • Special order items - any item ordered specifically for you that is not standard stock
  • Items that have been opened, installed, cut, or altered in any way
  • Items returned after 30 days of delivery

Order Cancellations

  • Standard orders not yet shipped: Full refund, no restocking fee
  • Special orders not yet placed with the supplier: Full refund, no restocking fee - contact us immediately as special orders are placed promptly
  • Special orders already placed with the supplier: May not be cancellable and are non-refundable once ordered
  • Orders already shipped: Cannot be cancelled - please refer to the returns process above

If an item becomes unavailable after your order is placed, or if the lead time extends beyond what was originally communicated and your order has not yet shipped, you are entitled to a full refund with no restocking fee.

Shipping Fees & Refunds

Original shipping fees are generally non-refundable. Once an order has left our facility, shipping fees will not be refunded regardless of the reason for return. If a return is due to our error and the order has not yet shipped, any shipping fees paid will be refunded in full.

Contact Us

Have a question about your order, shipment, or a return? We're here to help.

Plainfield Location:
23838 W Industrial Dr N, Suite 1, Plainfield, IL 60585
Phone: (815) 439-3325

Spring Grove Location:
2221 Pierce Dr, Spring Grove, IL 60081
Phone: (815) 479-3325