Shipping

Standard sheet orders — including our 4′×10′, 4′×8′, and 2′×8′ embossed diamond plate sheets — ship rolled in heavy-duty corrugated cardboard boxes. Most orders ship within 2–3 business days of receipt via UPS or FedEx Ground.

Free Shipping

We offer free ground shipping on qualifying orders to the 48 contiguous United States. Alaska, Hawaii, and Canada are excluded. Free shipping applies only to online orders placed at www.onlinediamondplate.com and is not available on Wholesale Orders.

The following products are eligible for free shipping:

• Embossed aluminum diamond plate sheets (.025" thick)
• Aluminum trims up to 6 feet long
• Corner guard products up to 6 feet long
  

The following products are not eligible for free shipping regardless of order value:

• .045″, .063" and .125″ thick aluminum diamond plate sheets
• All custom cuts and custom fabricated products
• Molding lengths over 6′
• All Wholesale orders

Wholesale Freight Shipping

Wholesale orders ship separately from standard orders and are subject to freight shipping charges. Wholesale orders typically ship within 1–2 weeks, but may take up to 4 weeks depending on inventory and production schedule at the time of order. We will contact you after your order is placed to coordinate freight and delivery details.

Before You Order

We strongly recommend requesting a free sample before placing a full sheet order. It is the single best way to confirm the product meets your needs and avoid a return entirely. Returns of large sheet products are costly and stressful for everyone — the free sample exists precisely to prevent this.

Return Eligibility

Item Type	Returnable?
Undamaged standard items in resalable condition, returned within 30 days of delivery	Yes
Custom-cut or custom-fabricated items	No — Final Sale
Wholesale orders	No — Final Sale
Items damaged by customer mishandling, cutting, installation, or post-delivery use	No
Items returned more than 30 days after delivery	No

Standard Returns (Unwanted Items)

If you need to return an undamaged, unwanted item within 30 days of delivery, contact us first at returns@onlinediamondplate.com or call 303-500-7209 with your order number and reason for return. We will confirm eligibility and provide return instructions before you ship anything back.

Packaging Your Return

Because our products are large and heavy, original shipping packaging is often not suitable for return shipment — it may have been compressed, softened, or otherwise weakened during transit. Do not assume the original box is adequate for a return. To protect your refund:

• Use new or structurally sound corrugated cardboard boxes of equivalent or greater strength to the original packaging.
• Roll sheets tightly and protect all edges — edge damage during return transit is the most common cause of return refund denial.
• If you are unsure how to pack the item safely, contact us and we will advise you before you ship.
• We strongly recommend shipping with FedEx Ground or UPS Ground with declared value insurance equal to your purchase price.

Return Shipping Costs

Customers are responsible for all return shipping costs on standard (unwanted) returns. Use a trackable, insured shipping method. We are not liable for returns lost or damaged in transit.

Return address:
Online Diamond Plate
13200 W. 43rd Dr., Unit 104
Golden, CO 80403

Restocking Fee

A 20% restocking fee applies to all standard returns. This fee covers outbound shipping, handling, and processing costs and is non-negotiable for items returned because they are no longer wanted. The restocking fee is waived only for items confirmed damaged or defective due to our error, subject to inspection.

Refunds

After we receive and inspect your return, eligible refunds are issued to the original payment method within 10 business days. The refund amount will reflect the purchase price less the 20% restocking fee.

Damaged or Defective Items

When Your Order Arrives — What To Do

1. Inspect the exterior of the box immediately before the driver leaves. If the box is visibly crushed, punctured, or damaged, note it on the carrier's delivery receipt before signing. This notation is critical to any carrier claim and substantially strengthens your position.
2. Open and inspect the contents the same day. Do not set the order aside for later.
3. Retain all packaging — box, interior wrap, end caps, and any other packing materials — until your claim is fully resolved. Do not discard anything.

How to File a Damage Claim

Email returns@onlinediamondplate.com within 72 hours of delivery with all of the following:

1. Your order number
2. Photos of all six sides of the exterior box, showing any dents, punctures, crushing, or carrier handling damage
3. Photos of the interior packaging as it appeared when you opened the box — taken before removing any product
4. Clear, well-lit photos of every damaged item, showing the full surface and all damaged edges of each sheet being claimed. Each item must be photographed individually. Blurry, partial, or insufficient photos will not be accepted.
5. A written description of the damage to each item

If we request additional documentation after receiving your claim, you must provide it within 5 business days. Claims without complete documentation within this window may be denied.

How Damage Claims Are Resolved

• Reship / Replacement: For valid shipping damage, we typically reship replacement items immediately upon receipt of complete photo documentation — without waiting for the return of damaged goods.
• Return of Damaged Items After Reship: If we reship a replacement, damaged items must be returned within 14 days of your receipt of the replacement, or a charge for the replacement will be applied.
• Partial Refund: For minor damage (e.g., small edge dents that do not affect functional use), we may offer a partial refund of up to 50% of the affected item's purchase price at our sole discretion, without requiring a return.
• Restocking Fee Waiver: The 20% restocking fee is waived for items confirmed damaged due to our error or carrier mishandling, subject to inspection.

Items returned in a damaged condition due to improper repackaging, customer mishandling, cutting, installation, or post-delivery use are not eligible for any refund.

"Item Not Received" Claims

By completing your purchase, you acknowledge and agree to the following:

• Delivery is confirmed by the official tracking record of UPS or FedEx, including GPS delivery scan, delivery photograph (where captured by the carrier), and carrier timestamp.
• A carrier-confirmed delivery scan to your verified shipping address constitutes delivery for all purposes under this policy. Online Diamond Plate is not responsible for packages the carrier has confirmed as delivered.
• If your tracking status shows "Delivered" but you believe you did not receive the package, you must immediately: (a) check with neighbors, building management, and all household members; (b) file a missing package claim directly with UPS or FedEx using your tracking number; and (c) notify us at support@onlinediamondplate.com within 72 hours of the delivery scan so we can assist with the carrier claim process.
• Non-delivery claims submitted more than 72 hours after the carrier delivery scan are not eligible for replacement or refund from Online Diamond Plate.
• We are not responsible for packages delivered to an address entered incorrectly at checkout by the customer.

Payment Disputes & Chargebacks

By placing an order with Online Diamond Plate, you agree to contact us directly at 303-500-7209 or support@onlinediamondplate.com to resolve any order issue before initiating a chargeback or payment dispute with your bank or credit card company.

We maintain complete documentation of all orders, fulfillment records, carrier tracking, and customer communications and will submit this evidence to your financial institution in the event of any dispute. Initiating a chargeback without first contacting us forfeits any goodwill resolution we would otherwise extend.

Key Deadlines at a Glance

Action Required	Deadline
Report damaged, defective, or missing items	Within 72 hours of delivery
Report non-delivery (carrier shows "Delivered")	Within 72 hours of delivery scan
Submit required claim photos after our request	Within 5 business days of our request
Initiate a standard return (unwanted items)	Within 30 days of delivery
Return damaged items after a replacement is reshipped	Within 14 days of receiving replacement

This policy applies to all orders placed at www.onlinediamondplate.com. Online Diamond Plate reserves the right to update this policy at any time. The policy in effect at the time of your order applies to that order.