Refund/Return Policy
Updated: June 7, 2025
Contact Information
To initiate a return, contact Customer Support at support @mymaterialwarehouse.com or call (800) 567-5358, Monday–Friday, 9 AM–5 PM EST.
Authorization and RGA Requirement
Customers must contact Material Warehouse before returning any item. All returns require a valid Return Goods Authorization (RGA) number, issued by Customer Support upon meeting the conditions outlined below. RGA numbers are typically issued within 24–48 hours of request.
Return Eligibility
We accept returns for exchange or refund within 30 calendar days of product delivery. To qualify:
- Contact Customer Support within 30 days of delivery.
- Ship the return to Material Warehouse no later than 45 days from the purchase date.
- Returns must include proof of purchase, such as an order number or receipt, to be eligible for a refund or exchange.
- Items must be in new, unaltered, and unused condition, defined as:
- No signs of wear, damage, or use.
- Clean (dirty products will not be accepted).
- Original packaging intact and in resalable condition.
- Refunds cover the purchase price of the item, minus the 25% restocking fee. Any original shipping costs are non-refundable.
Cancellation Policy
To cancel an order before it ships, contact Customer Support within 24 hours of purchase. Some items may ship out faster than 24 hours, so please contact us immediately if you need to cancel so that our support team can assist in halting an order. Cancellations after shipment are subject to the standard return policy.
Special Orders
Special orders, defined as custom products not listed on our website or orders with bulk pricing that differ from our website pricing, are ineligible for returns or refunds.
We strive to ensure your satisfaction with every order. If you encounter any issues such as non-delivery, defective products, or billing concerns, please get in touch with our customer support team at support@ mymaterialwarehouse.com or 800-567-5358 within 30 days of delivery to resolve the matter promptly. Initiating a chargeback with your bank or credit card issuer without first contacting us violates this policy. In such cases, we reserve the right, at our sole discretion, to:
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Decline to accept future orders from you.
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Refuse to sell products or provide services to you moving forward.
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Take appropriate steps to protect our business from fraudulent or abusive activity. Filing a false or unwarranted chargeback may be considered fraudulent behavior, and we reserve the right to pursue available legal remedies. We value your business and encourage you to reach out to our support team for a fair and speedy resolution.
Product-Specific Return Policies
Certain products may have unique return policies, which, if applicable, will be noted on the product description page and supersede this policy.
Non-Returnable Products
The following products cannot be returned:
- Rubber Mulch
- Rubber Molded Products (Pavers, Edging, Timbers, Siding)
- Fire Retardants, including all Flame Stop Products
- Slip-Resistant Vinyl Loop Matting (PEM)
- Used or Damaged Products (outside of product defect)
Damaged or Incorrectly Shipped Products
- Damaged Products: To be eligible for replacement, report damaged or incorrect shipments to Customer Support within 7 days of the day of delivery confirmation. We will replace products damaged in transit for orders shipped via Material Warehouse-arranged freight. If you arrange freight, you are responsible for transit damage.
- Incorrectly Shipped Products: We strive to ship the correct materials. Customers should inspect orders upon receipt. To be eligible for replacement, report incorrect shipments to Customer Support within 7 days of the day of delivery confirmation.
Restocking Fee
A 25% restocking fee applies to returns of non-damaged items. This fee covers handling, inspection, and repackaging costs. Customers must contact Customer Support to obtain an RGA number and the correct return shipping address. Returns sent without prior authorization or to an incorrect address may be ineligible for any refund.
Return Shipping
Customers are responsible for arranging and paying for return shipping. We strongly recommend obtaining a tracking number, as customers are liable for lost or damaged items during return shipping. No refunds will be issued for items damaged in transit back to the warehouse. Refunds are processed to the original payment method within approximately 7 business days after we receive and inspect the return. Processing times may be delayed due to unforeseen circumstances, such as natural disasters, system failures, or other events beyond our control.
Policy Change Disclaimer
Material Warehouse reserves the right to update this return policy at any time. The policy in effect at the time of purchase applies.