Refund & Return Policy
Updated: June 19, 2026
Contact Information
To initiate a return or cancellation, please contact Customer Support at support@mymaterialwarehouse.com or call (800) 567-5358, Monday through Friday, 9 AM–5 PM EST.
Authorization and Return Authorization Number (RAN)
Customers must contact My Material Warehouse before returning any item. All returns require a valid Return Authorization Number (RAN), issued by Customer Support upon meeting the conditions outlined below. RANs are typically issued within 24–48 hours of request. Returns sent without a valid RAN, or sent to an incorrect address, may be ineligible for a refund.
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 My Material Warehouse no later than 45 days from the purchase date.
- Returns must include proof of purchase, such as an order number or receipt.
- 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. Original shipping costs are non-refundable.
Cancellation Policy
You may cancel any standard order at any time before it has been picked up by the carrier, with no questions asked. To request a cancellation, contact us at support@mymaterialwarehouse.com or (800) 567-5358 as soon as possible — some orders ship quickly, and prompt contact gives us the best chance to halt the shipment before it leaves the warehouse.
- After Shipment: Once an order has been picked up by the carrier, it can no longer be canceled. At that point, the order is subject to our standard Return Policy. You will be responsible for return shipping costs and any applicable restocking fees.
- Custom and Special-Order Items: Custom-made, special-order, or made-to-order items cannot be canceled once the order has been placed and confirmed, regardless of shipment status. See the Non-Returnable Products section below for a full list of ineligible items.
- Partial Order Cancellations: We generally allow partial order cancellations. However, if your original order qualified for tiered or volume-based pricing, canceling part of the order may result in the loss of that pricing tier. The remaining items will be repriced at the applicable rate for the reduced quantity.
Partial Returns
We generally accept partial returns on eligible orders. If your original order qualified for tiered or volume-based pricing, please be aware that returning a portion of the order may affect that pricing. The retained quantity will be recalculated at the applicable unit price for that quantity, and any difference may be reflected in the refund amount issued for the returned items. Contact Customer Support to discuss your specific situation before initiating a partial return.
Special Orders
Special orders — defined as custom products not listed on our website, or orders with bulk or negotiated pricing that differs from our standard website pricing — are ineligible for returns, exchanges, or refunds. These orders are placed specifically for you and cannot be restocked or resold.
Non-Returnable Products
The following products cannot be returned under any circumstances:
- Powered Van Ramps (MF1 and AF1 products)
- Rubber Mulch
- Rubber Molded Products (Pavers, Edging, Timbers, Eco-Flex Rubber Siding)
- Epoxy Coatings, including all Carboline, Amerlock, and Ceram-Kote products
- Fire Retardants, including all Flame Stop products
- Slip-Resistant Vinyl Loop Matting (PEM)
- Versetta Stone and Accessories
- Used or Damaged Products (outside of verified product defect)
Certain additional products may have unique return restrictions noted on their individual product pages. Product-specific policies supersede this general policy where applicable.
Damaged or Incorrectly Shipped Products
To be eligible for replacement or resolution, all damaged or incorrect shipments must be reported to Customer Support within 7 days of delivery confirmation. Please include your order number and photos of the issue when contacting us.
- Damaged Products: We will replace products confirmed to be damaged in transit on orders shipped via My Material Warehouse-arranged freight. If you arranged your own freight, you are responsible for any transit damage and must file a claim directly with your carrier.
- Incorrectly Shipped Products: We strive to ship the correct materials. Please inspect your order upon receipt. If you received the wrong items, contact Customer Support within 7 days of delivery confirmation, and we will arrange to send the correct products.
- Freight Inspection Requirement: For freight shipments, you must inspect all items for damage before signing the carrier's delivery receipt. If any damage is visible, note it clearly on the delivery receipt before signing. Signing the receipt without notation of damage may limit or void your ability to file a freight damage claim.
Restocking Fee
A 25% restocking fee applies to all returns of non-damaged items. This fee covers handling, inspection, and repackaging costs. The restocking fee is deducted from your refund. Shipping costs are non-refundable.
Return Shipping
Customers are responsible for arranging and paying for return shipping. We strongly recommend obtaining a tracking number and purchasing shipping insurance, as customers are liable for items lost or damaged during return transit. No refunds will be issued for items damaged on the way back to the warehouse.
Refunds are processed to the original payment method within 7–10 business days after we receive and inspect the returned items. Processing times may be extended due to unforeseen circumstances such as natural disasters, system failures, or other events beyond our control.
Refund Method: All approved refunds are issued exclusively to the original payment method used at the time of purchase. We are unable to issue refunds via check, cash, store credit, or to a payment method different from the one used for the original transaction.
Chargeback and Dispute Resolution Policy
We are committed to resolving any issue you experience with your order promptly and fairly. If you encounter a problem — including non-delivery, defective products, or billing concerns — please contact our Customer Support team at support@mymaterialwarehouse.com or (800) 567-5358 within 30 days of delivery. We will work quickly to make it right.
Initiating a chargeback with your bank or credit card issuer without first contacting Customer Support is a violation of this policy. If you do so, we reserve the right, at our sole discretion, to:
- Decline to accept future orders from you.
- Refuse to sell products or provide services to you going forward.
- Pursue all available civil legal remedies to recover losses incurred.
Filing a false, misleading, or unwarranted chargeback — including misrepresenting the nature of a transaction to your financial institution — may constitute fraudulent behavior and a violation of applicable law. We reserve the right to pursue all available legal remedies, including civil action, to recover any losses resulting from such conduct. We strongly encourage you to contact us before initiating any dispute with your bank.
Policy Change Disclaimer
My Material Warehouse reserves the right to update this Return Policy at any time. The policy in effect at the time of your purchase applies to that transaction.