Return Policy

Returns and Warranties

Return Policy
If you are not satisfied with a product, contact us within 30 days of receipt. A refund may be arranged excluding freight charges upon inspection. Returned merchandise must be shipped in original packaging, freight prepaid, unused, and in resalable condition, and is subject to a 15-25% restocking fee (depends upon manufacturer). Dock Ladders Depot inspects all returns and reserves the right to refuse credits on damaged, misused or non-resalable items. Your only obligation is the freight charge and stocking fee where applicable, provided your return is complete with original packaging, all documentation, warranty cards, cables etc. Dock Ladders Depot reserves the right to authorize product returns after 30 days have passed from the invoice date. If the product is accepted after this period, it is subject to a 15% restocking fee and credit will be issued toward future purchases only.

If you receive an item that has been damaged in shipping or has a manufacturing defect.  Please let us know immediately by email (within 30 days).  If you can take pictures that will help us in shipping damage claims.  For product defects we will reship a new product at our expense and typically call tag the damaged product back for inspection.  For items damaged in shipping we will ship a new product at our expense and call tag the damaged item for inspection (or the shipping carrier will come get it - as it will be part of our damage claim with the carrier).  With shipping damage please notate this damage with the driver and then take pictures.  We must have visual evidence of this damage in order to make a damage claim with the carrier.  If damage is readily visible and evident upon delivery either notate it in writing (on the shipping slip) with the driver or refuse the delivery outright.

Shipping and Handling
Shipping and handling charges are non-refundable for all returns. The customer may also be responsible for return shipping charges, insurance and shipment tracking for returned merchandise. For certain returns, UPS Shipping Labels are provided. Please note that while shipping labels may be issued for your convenience, return shipping charges may be incurred depending on the reason(s) for return. If you require an estimate of these return shipping costs, please call Customer Service at (800) 497-5912.

Excluded Products
Please note that some products, such as the following, are non-returnable: Custom-cut, custom built or special items such as some rolling warehouse ladders, mezzanine ladders and more. Leased and hazardous items are also not returnable. Contact Customer Service for a complete list of excluded items.

How to Return
Use our RMA Request tool available under the Account Tools any time, day or night, to request a Return Merchandise Authorization number, which is required for all returns. Please fill out the information requested and we will process the RMA and provide further details.

Please have the following information on hand when calling or using our RMA Request for inside your account area:

Customer name
Invoice number
Serial number (if applicable)
Reason for return

Please call Customer Service at (800) 497-5912 should you have any questions.

Limitations of Liability
In no event shall Dock Ladders Depot or any of its subsidiaries or affiliates be liable for indirect, special, incidental or consequential damages including but not limited to loss of use, loss of data, loss of business or profits. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.

Warranty Limitations
Except as specifically set forth herein Dock Ladders Depot makes no warranties, expressed or implied, and disclaims all other warranties, including without limitation implied warranties of merchantability, fitness for a particular purpose, and conformity to models or samples. Some states do not allow limitations on implied warranties so these limitations may not apply to you. The warranties set forth herein give you specific legal rights and you may have other rights that vary from state to state.

Prices and quotes are subject to change without notice. Dock Ladders Depot is not responsible for typographical errors.