Refund policy

Return and Refund Policy

Thank you for shopping with us. Please read this Return and Refund Policy carefully before placing your order.

1) Local Pickup and Local Delivery (Most Large Materials)

Many of our building materials are sold for local pickup by appointment or local delivery (Washington State only). Due to the nature of these products (length, handling, staging, and job-specific suitability), all sales are final on these items unless the item is defective or we made an error.

No returns or refunds for pickup or delivery orders
For local pickup and local delivery orders, we do not offer refunds, cancellations, returns, or exchanges once the order is staged, released, or dispatched. Please verify product specifications (size, color, quantity, profile, compatibility, and job requirements) before purchase.

Exceptions (our error or defective product)
If we delivered or released the wrong item, or the item is defective or damaged due to our handling/transport, contact us promptly so we can correct the issue. At our option, we will replace the item, repair/resolve the issue, or issue an appropriate refund.

2) Delivery Fees and Service Charges

Delivery service fees are separate service charges and are governed by our Delivery Policy: https://valleyoutdoorsupply.com/pages/delivery-policy.

  • Cancel before dispatch: delivery fee is refundable.
  • After dispatch: delivery fee is non-refundable.
  • Onsite delays: waiting time due to unloading not being ready may be billed at $100 per hour (prorated in 15-minute increments).

3) Shipped Items (Small, Shippable Products Only)

For small, shippable items (such as fasteners and accessories) that are shipped via parcel carrier, we offer a 30-day return window. To be eligible for a return:

  • The return request must be made within 30 days from the delivery date.
  • The item must be in its original condition and packaging, unused, and undamaged.
  • Proof of purchase is required (order number, receipt, etc.).

Customer responsibility for return shipping
Customers are responsible for all return shipping costs unless the return is due to our error or a confirmed defect. We recommend using a trackable shipping service and purchasing shipping insurance for higher-value items.

Once we receive and inspect the returned item, approved refunds will be issued to the original payment method. Please allow up to 7 business days for processing after inspection.

4) Local Pickup Reminders

  • Pickup is by appointment only at our Lake Stevens location.
  • Customers are responsible for bringing a suitable vehicle and securing their own load.
  • If you are unable to pick up within the agreed timeframe, contact us in advance. Storage, handling, restocking, or re-staging fees may apply (if applicable).

5) Local Delivery Reminders

  • Local delivery is available for Washington State addresses only (select orders, quoted and scheduled in advance).
  • Delivery is curbside or driveway drop-off only. Customer is solely responsible for unloading (we do not unload materials).
  • Please verify your delivery address and ensure safe access and unloading readiness at the scheduled delivery time.

Thank you for your understanding, and we appreciate your business.