How do I return an item?
We want you to be able to buy with confidence, so we accept returns for any reason according to this policy.
Step 1: Please include your customer name, order number, or a copy of your sales receipt with your return shipment. We need to know how to look up your original order and properly process the return. Receiving a box of parts without knowing which order it comes from is not acceptable.
Step 2: Return products to the address they were shipped from. Make sure you get a tracking number for your return shipment. We are not responsible for return shipments lost by the carrier. Some products on this website are "drop shipped" and must be returned to the manufacturer directly. Return the shipment to where it came from. But most of the products are shipped by us and may be returned to us at
1444 Phoenixville Pike
West Chester, PA 19380
Note: Search engines like Google and Bing may not reflect our current address above. We are not responsible for packages sent to an incorrect location. Please use the above address for all shipments and correspondence.
Please note that some orders are partially fulfilled by us and partially by the manufacturers directly.
Step 3: Refunds are contingent upon inspection of item(s) once we receive it. Once received, we will process the return for refund, credit, or exchange.
Step 4: Your refund will appear on your card statement in about 2-3 days. If store credit, it will become available immediately after we inspect the product.
Exchange: If your product is defective or damaged, please contact us right away and we'll arrange an exchange. The exact mechanics of the exchange may depend on what you ordered and what is wrong with it, so please contact us and we'll try to make it as painless as possible.
Return for Refund: Returns for refund must be received within 21 days of our shipping date. This means that if you place an order on day 1, we ship on day 2, you receive by day 9 (probably sooner), then you have 7 days to open the box and review product, you send it back on day 16, and we must receive it by day 23. After 21 days, no refunds are given for any reason. Please contact us prior to sending any items back to confirm if you are eligible for either a refund or store credit. We will then issue you a return merchandise authorization (RMA) number to send your items to us. Items returned to us without an RMA number will not be accepted. ***Some items may have less than a 21 day return policy. If so, those items will have a special note on their product pages or will be listed below. If items are sent back and do not qualify for a return or exchange, we will notify you and you will be responsible for any and all costs associated with shipping the items back to you. Items that are left unclaimed for more than 30 days are assumed to be abandonded and become the property of Tree House Supplies, Inc.
Monkey Hardware Return Policy:
Return for Credit: If you accidentally ordered the wrong parts, want something different from our store instead, or have missed the 21 day refund cutoff date, then we may, at our sole discretion, issue store credit for your return. However, after 3 months from your order date, no refunds or store credit will be issued for any reason. Please contact us prior to sending any items back to confirm if you are eligible for either a refund or store credit. We will then issue you a return merchandise authorization (RMA) number to send your items to us. Items returned to us without an RMA number will not be accepted. Customer is responsible for all return shipping costs.
Restocking Fees / Shipping Costs
You may not get a full refund if we are not at fault. We may withhold shipping costs and/or apply a restocking fee.
We hold shipping costs because we ship most items for free. When accepting returns where we are not at fault, we will withhold actual shipping costs that we paid to ship your order to you originally.
Restocking Fees are withheld from your return/credit when we are not at fault. The standard fee is 15%. Some products such as zip line parts / kits and windows are 25% due to the sensitive nature of these products. If a powder coated item is returned and it is scratched or chipped, there will be a $15.00 charge per item to re-powder coat it. This will be deducted from your refund.
As an example, if you pay $100 for product and it ships free, then you return it, we will withhold shipping costs, say $17, plus the restocking fee. So approximately $68 would be returned to your credit card. This is what it takes for us to break even on a returned transaction.
Contact us immediately if you have questions about returning your items.
If you want to request an exception to this policy, please contact us and we will consider each case separately. Whether or not we make an exception, and the terms of any such exception, will be at our sole discretion. But if you get stuck with something you don't want, it doesn't hurt to ask and we may be able to do something for you. We are real people, not robots or a big corporation.