Concerned about purchasing furniture before experiencing it? Samples of our plastic colors are available to help you decide! To receive samples you can also visit our Showroom in Moyock, NC.
General Returns
We want your outdoor space to feel perfect. If you’re not delighted with your Built to Last furniture purchase, simply contact us within 7 days of delivery and we will work to resolve the issue. You must contact us prior to returning the product. Any failure to notify Built-to-Last within this time period will not allow you to get a refund. The most expeditious way to process a refund is by emailing [email protected] with a picture of the item(s) to be returned and a reason why it is being returned, along with the order number.
We require that all returned products be in their original packaging and in resellable condition upon return. If the original packaging is no longer available, please contact us for assistance. You are responsible for the cost of shipping the item back to us. We recommend using a shipping method with tracking for any return. Please be sure to include the return form and your invoice receipt in the shipment and return to the address listed below.
Please also make sure each product is carefully packed and properly sealed as we are not responsible for packages that are lost or damaged in transit. If any product is not returned in resellable condition, an adjustment to your refund may be necessary. If this occurs, a Customer Service Team Member will reach out to notify you of any updates.
We will do our best to refund your credit card within 48 hours of receipt. After that, your bank may take between 2 and 10 business days to credit your card. If you are returning an item in exchange for another item, we will contact you with regards to difference in cost and shipping, then send the replacement item out as soon as we can upon receipt of the item you are returning.
Return of Damaged or Defective Items
In the unlikely event your Built to Last order arrives to you in less than perfect condition (damaged, incorrect, or otherwise defective by our fault or carrier error), please let us know. We will arrange replacement parts or, in necessary cases, a complete replacement while covering all outgoing and return shipping costs. You must contact us within 7 days of delivery to report a claim. Please note that abuses of the exchange policy, such as abnormal wear and tear, are subject to Built-to-Last’s discretion. Please review our warranty for more insight on what constitutes a valid use of the warranty.
The most expeditious way to process a replacement part or return is by emailing [email protected] a picture and a description of the problem, along with the order number.
If only a part of the product needs to be replaced, we will typically request that you recycle the damaged or defective piece. For full product replacements, we will issue a shipping carrier call tag to bring the merchandise back to our facility. Please be sure to include the return form and your invoice receipt. This helps us to identify the product when it’s returned to us so we can process your return quickly. Please make sure each product is carefully packed and properly sealed as we are not responsible for packages that are lost or damaged.
Combination Color orders or Custom Orders
Two-tone combination orders are custom made to your specific order and are non-refundable and non-exchangeable. Orders with specific modifications as requested by the buyer are non-refundable and non-exchangeable.
Delivery Fees:
Delivery fees are non-refundable and prior purchases are not eligible for price adjustments. Refused deliveries will be subject to a restocking fee of 15% of purchase price (min $75/max $200). Deliveries cancelled within 4 hours of scheduled delivery, attempted notat-home deliveries, and on-the-road cancellations are subject to a 15% restocking fee.
Questions?
Please refer to our Warranty for more information. You can also contact our Customer Service Team with any questions.
Return to:
Built to Last NC
c/o Return
417-H Caratoke Highway
Moyock, NC 27958
