Shipping policy

DECKO USA Shipping Policy

At DECKO, we strive to provide our customers with a fast, reliable, and transparent shipping experience. To support this, we operate two US fulfillment warehouses located in Vista, California and Jersey City, New Jersey.

We partner with trusted national carriers including UPS, FedEx, and USPS to deliver orders as efficiently as possible. 

Shipping Cost Adjustments & Freight Re-Quotes

While our checkout system provides accurate estimates in the majority of cases, certain orders may require manual freight tendering due to factors such as oversized dimensions, high total weight, multiple cartons, limited carrier coverage, or delivery to remote or non-standard locations.

If, after tendering your shipment with the carrier, the actual shipping cost exceeds the amount paid at checkout, we reserve the right to request an additional shipping charge before dispatch. In such cases:

• We will contact you promptly with the revised shipping cost and supporting details

• You may approve the additional charge so the order can proceed, or

• You may decline the adjustment, in which case the order will be cancelled and fully refunded

No additional shipping charges will be processed without your approval.

Delivery Timeframes

Our standard domestic delivery time is typically 2–5 business days once dispatched. Delivery times may vary depending on carrier capacity, destination, weather conditions, or peak shipping periods.

Orders are generally shipped from the warehouse closest to your delivery address to ensure the fastest possible transit. However, some items may ship from a different location or in multiple packages, which may arrive separately.

Address Accuracy & Delivery Instructions

Please ensure your shipping address is complete and accurate at checkout. DECKO is not responsible for orders delivered to incorrect or outdated addresses provided by the customer.

If you need to update your shipping details or add delivery instructions, please contact us as soon as possible after placing your order. Address changes may not be possible once an order has been dispatched.

Damaged or Missing Items Policy

To ensure a smooth resolution process and allow us to lodge claims with our freight partners, please carefully follow the steps below:

1. Inspection on Delivery
All orders must be inspected immediately upon delivery.

2. Reporting Timeframe (Strict)
Any damaged or missing items must be reported within 24 hours of delivery by contacting our Customer Service team at:
📧 [your email here]

Your report must include:

• Clear photos of the damaged item(s)
• Photos of the packaging (including outer carton and labels)
• Description of the issue
• Order number

3. Retention of Goods & Packaging
Do not discard the damaged product or its packaging.
These may be required for inspection or return as part of the claims process.

4. Failure to Report in Time
If damage or missing items are not reported within 24 hours, we may not be able to lodge a claim with the carrier, and therefore cannot accept liability for the loss or damage.

5. Assessment & Resolution
Once reported, we will assess the claim with freighters and determine the appropriate solution, which may include:

• Replacement of the affected item(s)
• Partial refund if items can be used for project
• Return request (in certain cases)

For minor damage that does not affect functionality or installation, we may offer a partial resolution rather than replacement.

6. Returns for Damaged Goods
In some cases, we may require the damaged product to be returned before issuing a replacement or refund.

Our Commitment

We are committed to providing exceptional shipping service and clear communication at every stage of your order. If you have any questions regarding shipping, freight charges, or delivery options, our team is always happy to assist.

Shipping Policy - Order Cancellation and Refunds (USA)

In accordance with applicable consumer protection laws in the United States, we reserve the right to cancel and refund any orders in the event that shipping to a specified location is deemed unrealistic due to excessive shipping costs, accidental pricing issues, unauthorized discounts, or other unforeseen circumstances, including but not limited to natural disasters, even if the website has automatically generated a shipping cost and the customer has completed payment.

In such cases, we will notify you promptly and issue a full refund for your purchase, including any shipping fees paid. Our commitment is to provide exceptional service and products to our customers, and we will always strive to find the most efficient and cost-effective shipping solutions. However, if we determine that fulfilling an order is not feasible or practical, we will exercise our right to cancel and refund the order in compliance with the applicable consumer protection laws.

If your order included free delivery and you want to return, the original delivery cost paid by us will be deducted from your refund. Return shipping and integrity of shipment is the customer’s cost and responsibility.

By placing an order on our website, you acknowledge and agree to this policy. If you have any questions or concerns about our Shipping Policy or any specific order, please contact our customer support team, and we will be happy to assist you.