Replacements & Returns
Your complete satisfaction is our goal, and while we fully expect that you will be thrilled with your purchase, we’re here to help if that isn’t the case!
Damaged, Defective or Incorrect Product Returns
If your order arrives damaged, incorrect, or otherwise defective by our fault, Poly-Wood, Inc. (owner of IvyTerraceStore.com) will provide needed parts or replace the full products when necessary, covering all outgoing and return shipping costs.
In the case of damaged or defective product, the quickest and easiest way to process the return or replacement parts is by emailing a picture to customer service with a brief description of the problem and your order number.
If only a part of the product needs replaced, we will usually request that you recycle the damaged or defective piece. For full product replacements we will issue a UPS call tag to bring the merchandise back to our facility. Whenever we issue a call tag, we will first provide you with a Return Merchandise Authorization (RMA) number to write on the outside of the box. This helps us to identify the product when it’s returned to us and process your return quickly. Make sure the package is carefully packed and the package sealed as we are not responsible for packages that are lost or damaged.
Other returns are approved in most scenarios but must be initiated within 60 days of product receipt. Because all of our products are built to order, non-defective returns are subject to a 25% restocking fee, as well as return shipping charges. All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Unfortunately, we cannot accept returns of products that have been used or modified.
If you decide to make a return, once the product is packaged and ready to go, contact our customer service representatives for an RMA number. This number should be written on the box to help us identify the product when it’s returned to us and process your return more quickly. At this point you have the option of shipping the product back yourself or requesting a UPS call tag be issued. If we issue a call tag, the call tag fee ($7.50) and return shipping charges will be deducted from the refund amount.