Refund and Returns Policy

Upon Receipt of Your Product

Please inspect your product thoroughly when you receive your product for any defects or damage before you sign for your shipment. When you sign, you are stating that you have inspected the item and it is in good condition[VA1] .

Refund/Exchange Process

Vertical Supply Company strives to ensure our customers are satisfied with their purchase. If you need assistance with a purchase or have any issues and would like to request a return please follow the guidelines below:

  1. Contact Us Within 15 Days of Receipt: Reach out to our customer service team at info@verticalsupplyco.com no later than 15 days after receiving your order. Please provide your order number and clear photos of the defect or issue. After 15 days, your product is not eligible for a refund or replacement.

    The following items are eligible for return only for the reasons below:
    1. Stock Packaging. Stock packaging products that are unopened may be returned within 15 days of receipt for a restocking fee. Return shipping costs must be paid by you. Stock packaging that has been opened or used is not eligible for a refund unless the product is defective.
    2. Custom Packaging: All custom orders are final sale and non-refundable after you have approved proofs or samples, regardless of whether the final product meets expectations or you changed your mind. Custom packaging is only eligible for return if there is a manufacturing defect or Vertical Supply error. A refund or replacement will not be offered if the product conforms with the approved proof, even if the proof you approved contains an error.
    3. Hardware Sales. Hardware sales are final. A refund is only permitted if a significant number (approximately 10%) of the hardware are defective. Before a return is authorized, we require you to demonstrate that the hardware has been used according to the instructions provided. Any failure due to improper installation or usage will not be covered under this policy. If we determine a significant number of hardware is defective due to manufacturing issues and not user error, a return or replacement will be offered.
  2. Review: We will review the issue and determine if there is a manufacturing defect or Vertical Supply error, such as incorrect printing, wrong quantities, or faulty construction. If we determine that the defect or error was caused by us or our manufacturing process, we will either offer a replacement or refund, at our discretion.
  3. Return of Goods: If necessary, you may be asked to return the defective or incorrect items. Return shipping costs will be covered by Vertical Supply Company in cases of defect or error. The customer is responsible for shipping costs for returning stock products that are not damaged or defective.
  4. Restocking Fee. A restocking fee of $75 will be charged for return of any stock products not caused by defect or Vertical Supply error.
  5. Shipping Fees. Shipping fees are non-refundable for any stock, custom or hardware sales unless the issue with the order was caused by an error or defect in manufacturing.

Contact Us
If you have any questions or concerns regarding your order, please reach out to our customer support team at info@verticalsupplyco.com We are here to assist you with the return or exchange process.

Thank you for choosing Vertical Supply Company. We appreciate your business!