DADOANDDOWEL

Returns, Exchanges & Refunds

This policy explains how returns, exchanges, refunds, and delivery-related issues are handled for orders delivered within the United States.

Quick summary

• Eligible, non-customized items may be submitted for return within 14 calendar days of delivery.
• Customers are responsible for return shipping when returning an item because they changed their mind or no longer want it.
• If an item arrives damaged, defective, incomplete, incorrect, or not as described, contact us so we can review the issue and arrange an appropriate solution.
• Approved refunds are generally processed within 3–5 business days after the returned item is received and inspected. Your bank or payment provider may need an additional 5–10 business days to post the funds.

1. Return Window

You may request a return for an eligible, non-customized item within 14 calendar days after delivery. To begin, email customercare01@dadoanddowel.com before the return window ends and include your order details and the item you would like to return.

After receiving return instructions from our customer care team, please send the item back within 14 calendar days. Do not ship a return before contacting us, especially if the item is large, heavy, fragile, or requires special handling.

2. Condition of Returned Items

You may inspect an item as reasonably necessary to understand its nature, features, and normal operation. If an item has been used or handled beyond what is reasonably necessary for inspection, its diminished value may be taken into account where permitted by applicable law.

Please return the item with its parts, accessories, instructions, and packaging when reasonably possible. Original packaging is recommended for furniture when it is available and suitable for safe transport. Not having the original packaging does not, by itself, automatically make an otherwise eligible return ineligible.

3. Custom and Personalized Furniture

Items made to your specifications or clearly personalized may not be eligible for return simply because you changed your mind or no longer want the item. This restriction does not remove any rights or remedies that may apply if a custom or personalized item arrives damaged, is defective, is incorrect, or does not match the agreed specifications.

4. Damaged, Defective, Incomplete, or Incorrect Items

Please inspect your furniture as soon as reasonably possible after delivery. If an item arrives damaged, scratched, defective, incomplete, incorrect, or materially different from its description, email customercare01@dadoanddowel.com and include your order number, a brief description of the issue, and clear photos where possible.

Helpful photos may include the full item, the affected area, the packaging, and the shipping label. After reviewing the information, we will work with you on an appropriate resolution based on the circumstances and applicable law. Depending on the issue, this may include replacement parts, a replacement item, a price adjustment, or a refund.

If the issue is attributable to an incorrect item, defect, damage, or other failure on our part, we will arrange or cover reasonable return shipping as appropriate. Reporting an issue to the carrier does not replace your right to contact us directly.

5. Return Shipping and Large Furniture

For a return requested because of a change of mind or personal preference, the customer is responsible for the direct cost of return shipping. Return shipping costs for furniture can vary depending on the item's size, weight, packaging, and handling requirements.

For damaged, defective, incorrect, or nonconforming items that qualify for a remedy, you will not be required to pay return costs that we are responsible for under applicable law.

Large, heavy, bulky, or fragile furniture must not be sent back without prior instructions from our customer care team. Contact us before arranging a carrier so we can provide suitable return instructions. Please package the item carefully to reduce the risk of damage in transit.

6. Exchanges and Replacements

If you would prefer a different item, contact us before sending anything back and tell us which item you would like instead. Exchanges and replacement shipments are subject to review, product availability, and the circumstances of the request. For an item that is damaged, defective, incorrect, or incomplete, we will review the issue and explain the available options.

7. Refunds and Processing Times

Once an eligible returned item has been received and inspected, approved refunds are generally processed within 3–5 business days. We may wait to issue a refund until the returned item has arrived or you have provided proof that it has been shipped, as permitted by applicable law.

For an eligible return, the refund includes the item's purchase price and the original standard shipping charge, up to the least expensive standard delivery option offered. Any additional amount paid for expedited or premium shipping is not refundable.

Refunds are issued to the original payment method unless another method is agreed to where permitted by law. After we issue a refund, it may take an additional 5–10 business days for the funds to appear, depending on your bank, card issuer, or payment provider. This additional posting time is controlled by the financial institution or payment provider.

8. Shipping Information

• Order processing: 1–3 days.
• Estimated delivery: 5–15 days.
• Carriers: DHL Express, UPS, and FedEx. The carrier used may vary by order and logistics requirements.
• Free shipping: Orders of $499.99 or more.
• Shipping charge: $6.99 for orders below $499.99.

Delivery times are estimates and may vary due to carrier operations, holidays, weather, or other circumstances outside our reasonable control. Any applicable sales tax and shipping charges will be displayed at checkout before you complete your order. Tracking information will be provided when available for the shipping service used.

9. Assembly, Installation, and Review of Requests

If a concern appears to involve assembly or installation that was not performed in accordance with the instructions provided, we will review the circumstances and the available information. Damage caused by misuse, improper handling, unauthorized modification, or incorrect assembly may not qualify for a no-cost remedy where applicable law permits.

To help prevent fraud and process requests fairly, we may ask for information reasonably necessary to identify the order and assess the reported issue. Any review will be proportionate and will not remove or restrict rights that cannot legally be waived.

10. Contact Us

For return, exchange, refund, or delivery-related questions, please contact our customer care team:

DADOANDDOWEL
6303 LAKE RD W APT 15
ASHTABULA, OH 44004
United States
Email: customercare01@dadoanddowel.com

Customer care hours
Monday–Friday: 9:00 AM–6:00 PM
Saturday–Sunday: Closed