Customer Service
Return & Refund Policy
Every shipment is double-verified and photographed before it leaves our warehouse. If something arrives damaged or you need to return an eligible item, here is exactly how it works — including timelines, restocking fees, and who pays return shipping.
Effective May 12, 2026 · Applies to orders shipped to the United States.
Quality Control
Double-verified before it ships
Most issues are caught before your shipment leaves the warehouse — but the moment something does slip through, you have a clear, documented path forward.
Complete imaging system
Every shipment is photographed in our warehouse before leaving — giving us documentation if a freight claim is needed.
Double verification
Every order is verified twice for accuracy and condition before it is staged for pickup by the carrier.
Live human support
Our customer service team responds within one business day to RMA requests, damage claims, and order questions.
Damaged or defective items
If something arrives damaged
Freight claims are won or lost at the point of delivery. Follow these steps and we'll replace or refund damaged items at no cost to you.
Delivery receipt requirements
Critical
You must write the word “DAMAGED” on the proof of delivery for any visible damage.
Do not
- Sign “Subject to Inspection”
- Write specific piece counts or prices on the POD
- Use any language other than “DAMAGED”
Carriers will deny freight claims when the POD uses ambiguous language. We can only file claims that are documented correctly at the point of delivery.
Damage claim timelines
- 3
Concealed damage
Must be reported within 3 calendar days of delivery.
- 5
All damage claims
Must be filed within 5 calendar days of delivery.
Before installation
All damage claims must be filed prior to installation of the product.
Inspection guidelines
What to look for at delivery
Walk the freight before you sign. Take photos before anything is removed from the skid. These checklists cover what carriers and our claims team look for.
Box inspection — check for:
- Punctures or holes
- Scrapes or scratches
- Dents or crushing
- Signs anything was stacked on top
- Damage to strapping
- Water damage or moisture
- Torn or missing labels
Photograph every damaged box before removing it from the skid.
Pallet inspection — should NOT be:
- Splintered or broken boards
- Missing boards or supports
- Warped or bent decking
- Water damage or wet decking
- Unstable or wobbly stacking
- Missing corner blocks
After opening, photograph any concealed damage immediately for the claim.
What can be returned
Eligible & non-returnable items
Eligible for return
Standard, in-stock items are returnable within 30 days of delivery when all of the following are true:
- Return authorization (RMA) obtained within 30 days of delivery
- Item is in new, unused, resalable condition
- Original packaging, manuals, and accessories included
- Restocking fee deducted from refund
Not eligible for return
The following items are manufactured to your order or otherwise cannot be resold:
- Custom orders or made-to-order items
- Doors, panels, and pilasters
- Hardware that comes standard with partitions
- Items damaged after delivery or during installation
- Items missing original packaging or documentation
How it works
How to start a return
Three steps. We'll confirm eligibility and walk you through the rest.
- 1
Contact our team
Email info@thepartitionpros.com or call (646) 453-4564 within 30 days of delivery to request a Return Merchandise Authorization (RMA).
- 2
Receive your RMA + return address
We confirm eligibility, the applicable restocking fee, and provide the return shipping address. Items returned without an RMA cannot be processed.
- 3
Ship and receive your refund
Pack the item securely in its original packaging and ship to the address we provide. Refunds issue to the original payment method within 5–10 business days of receipt and inspection.
Refunds
How refunds work
Once we receive your return and confirm condition, your refund processes to the original payment method.
- Refund method
- Original payment method
- Processing time
- 5–10 business days after we receive the return
- Outbound shipping
- Non-refundable (except damaged/defective)
- Return shipping
- Paid by customer for non-damage returns
- Restocking fee
- Up to 25% of item price
- Damaged or defective
- Full refund or replacement at no cost
Important
Signing without noting damage waives the claim
When you sign the proof of delivery without writing “DAMAGED,” you are verifying the shipment arrived in good condition — and no freight claim can be filed afterward. If you see any damage, document it on the POD first and call us before the driver leaves.
Get in touch
Questions about a return?
Our customer service team will walk you through eligibility, restocking fees, and freight claims. Reach us during normal business hours.
This policy was last updated May 12, 2026. We may update it from time to time; the most current version is always posted on this page.