Shipping & Returns

Standard Shipping

Most standard orders ship within 1-3 business days. Please note, some items may require a longer ship-out and/or delivery timeframe.
Our standard shipping method is ground shipping. We will ship your order via any of the major mail carriers, including UPS, FedEx, and the United States Postal Service. At this time we are unable to provide the option to choose your carrier of choice.

 

Return Policy

If something doesn’t work out, you can send most items back within 30 days of delivery.
  • Start the return process within 30 days of receiving your item.
  • Product must be in new or unused condition, with all original product inserts and accessories.
  • Shipping costs will be the responsibility of the customer in cases of buyer’s remorse (item didn’t fit, didn’t like the color/quality, changed your mind, ordered by mistake, bought it somewhere else, etc.), or you refuse a delivery without inspection, or you miss a delivery appointment.
  • We will refund the full cost of the merchandise and shipping charges if the return is a result of our error or defective product.
  • Ship the product as soon as possible so it arrives at our facility within 45 days of receipt of the item.
  • We inspect all returned items and will refund you based on the condition of the item. We award a partial refund for opened or used products. The amount of the partial refund depends on the condition of the item as determined in our sole discretion. Additionally, we reserve the right to deduct the return shipping fee, which generally ranges from $100 to $695 or more (depending on size and weight), if the item is not in its original condition upon arrival back at our warehouse.

For delivery services that do not require a signature, please inspect the item right away for any damages. If damage is found, please contact Dowell within 24 hours of delivery.

 

What Do I Do If My Order Is Damaged Or Defective?

If the return is a result of damage or defect, we will refund the full cost of the merchandise and shipping charges.

In the event that any of these occur, all details of the damage or defect need to be clearly noted on all copies of the BOL and Delivery Receipt upon your inspection during your delivery in order for us to assist you with a return or replacement. In addition, we must be notified within 24 hours.
DO NOT SIGN the Bill of Lading until you have inspected the item. Also, please do NOT wait to inspect the item (e.g. you are storing your furniture or you are waiting on completion of a home improvement project).
By signing for your delivery without noting the problem with your shipment on the delivery paperwork, you affirm your item was delivered to you with no damage or defect.

 

Delivery Services Requiring a Signature

All damage and defects must be noted on all copies of the delivery receipt and/or a Bill of Lading and reported to Dowell within 24 hours.
If the item is severely damaged, note the Bill of Lading as Refused Due to Damage.
Please make sure you thoroughly inspect your item while the carrier is still at your home. Any damages/defects MUST BE NOTED upon signing for the delivery.

 

Damage or Defects Found after Delivery and Inspection

If your shipment looks fine at delivery, but you notice damage or a defect after the carrier leaves, immediately contact Dowell to report the situation.
Make note of the following details:
  • Package condition
  • How it was received (left at front door, signed for)
  • Description of the damage
Please do the following:
  • Take several pictures showing the affected area(s).
  • DO NOT discard any of the shipping box or packing materials.
  • DO NOT discard the product itself because it may be necessary for the carrier to inspect the item and report on the damage.
  • DO NOT ship the item back to Dowell without first being instructed to do so. Failure to comply may result in denial of a damaged item claim per the shipping carrier’s claims guidelines.
  • Dowell will contact the carrier to have the item picked up. The carrier will call you to make an appointment for the pickup, usually within 24 to 48 business hours.
* Due to the circumstances surrounding COVID-19, all returns of oversized items will be available using the outside home pick up option. There is no option for in-home pick up at this time.

 

Defective Product and Returns Due to Our Error

If there are mistakes with your order, or products arrive defective/damaged at the time of receipt, we’ll make it right by:

  • Sending you replacement parts or accessoriesp>
  • SendingReplacing the product or issuing a refund
And we’ll also cover the cost of any return shipping If the product is not defective, return shipping fees will apply and/or a partial refund may be issued

 

Products Returned After 30 days

You may still start a return after 30 days, but you may get a partial refund depending on the following:

  • Condition of the merchandise
  • Cost of the original and/or return shipping charges deduction from your refund al and/or return shipping charges deduction from your refund
  • If we send you a replacement item, we need to receive the original item at our warehouse within 30 days of you starting the return process. Otherwise, we will charge you full price for the replacement.