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 full refund only if it is received within 90 Days of your purchase date. You will be refunded for the price of the product only. We do not pay for any return shipping fees, nor do we refund the original shipping fees.

Send your returned merchandise to our warehouse in our Ottawa, Ontario office. We do not accept any returns from UPS or FedEx unless it is prepaid by you. 

The products must be received within ninety days of the PURCHASE date. We do not accept product return requests after ninety days. We will issue your refund 7-10 business days once we receive the product back.

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


PROCEDURE


1. You MUST call our toll-free number (844) 833-3257 and obtain a Return Merchandise Authorization (RMA) number for your return.

2. You MUST include a copy of the original invoice with the quantity of returned items placed inside the box.

3. You MUST write your RMA number on the original invoice included with the package. This should also be on the outside of the box.

4. All return shipments MUST BE consigned as follows: 

DecksGo
5390 Canotek Rd. Unit 14
Ottawa, ON K1J 1H8
Telephone: (613) 224-5252

5. In case of multi-carton shipments, they should be clearly marked "1 of 3", "2 of 3", and so on.

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

Please include a copy of your invoice with the item being returned and mark “Returned Goods” in a prominent location on the package. 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 that 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.