Return and Refund Policy

RETURN & REFUND POLICY

Last updated: September 25, 2026

Overview
This Return & Refund Policy applies to all purchases made at thedensupplyco.com, operated by Den Commerce Group LLC DBA The Den Supply Co. We want you to be satisfied with your purchase. If something isn't right, we're here to help.

Return Window
You may request a return within 30 days of the delivery date.

Return Eligibility
To be eligible for a return, items must be:

  • Unused, unassembled, and uninstalled
  • In original condition, with all parts, hardware, accessories, and documentation included
  • In the original packaging, or equivalent protective packaging suitable for freight transit

Non-Returnable Items
The following cannot be returned unless they arrive defective, damaged, or incorrect:

  • Custom, personalized, or made-to-order items (for example, custom felt colors, finishes, or engraving)
  • Pool tables, poker tables, or golf simulator enclosures that have been assembled, installed, or set up
  • Cigar humidors that have been seasoned or used

How to Start a Return

  1. Email support@thedensupplyco.com with your order number, the item(s) you want to return, and the reason.
  2. Our team will review your request. If it's approved, we'll send you return instructions and the return address.
  3. Please do not send items back without an approved return authorization. We may not accept or refund returns sent without authorization or sent to an address other than the one we provide.

Defective, Damaged, or Incorrect Items
If your item arrives defective, damaged, or incorrect:

  • Report it within 7 days of delivery. Include your order number and clear photos of the item, the damage, and the packaging.
  • For freight deliveries, note visible damage on the delivery receipt or bill of lading before signing whenever possible.
  • Once your claim is approved, we'll offer a replacement or a full refund.
  • If a return is required, we'll email you a prepaid return label to download and print. For freight items, we'll arrange the return pickup at no cost to you.
  • No restocking fee applies to defective, damaged, or incorrect items.

Non-Defective Returns (Change of Mind)
For eligible returns that are not defective, damaged, or incorrect:

  • You are responsible for return shipping costs. Return freight for large items can be significant, so we recommend contacting us first for guidance.
  • A 25% restocking fee will be deducted from your refund.
  • Shipping charges paid at checkout are non-refundable.
  • We recommend a trackable shipping method. We are not responsible for returns lost or damaged in transit back to us.

Refunds
After we receive and inspect your return, we'll email you to confirm approval or rejection. Approved refunds are processed within 7 business days to your original payment method. Your bank or card issuer may need additional time to post the refund to your account.

Order Cancellations
You may cancel your order for a full refund at any time before it ships. Please contact us as soon as possible. Once an order has shipped, it cannot be canceled and will be handled as a return under this policy.

Exchanges
We don't process direct exchanges. To exchange an item, return the original under this policy and place a new order.

Contact Us
Den Commerce Group LLC DBA The Den Supply Co
883 S Paradise Dr, Gilbert, AZ 85233, United States
Email: support@thedensupplyco.com
Phone: 702-816-1259