Refund policy
Duct2Go Return, Refund & Cancellation Policy
Overview
At Duct2Go, every order is custom-fabricated to your exact specifications. Because of this, we do not accept returns or refunds for any reason other than shipping damage. All orders are subject to the cancellation schedule outlined below. Customers are strongly encouraged to review all order specifications carefully before submitting a purchase order.
No Returns or Refunds
Because all products are made to order, Duct2Go does not accept returns or issue refunds except in cases of verified shipping damage (see Exchanges for Damaged Items Only below). This policy applies to all custom-fabricated products regardless of order size or configuration.
Exchanges for Damaged Items Only
If your order arrives damaged, you have 10 days from the delivery or pickup date to notify us. After this 10-day window, we are unable to process any exchanges.
How to Report Damage
If you receive a damaged item, contact us immediately at Help@duct2go.com and include the following:
-
Your order number
-
A description of the damage
-
Clear photos showing the damage and packaging condition
Once verified, Duct2Go will replace the damaged item at no additional cost and ship it to you as quickly as possible.
Cancellation Schedule & Fees
Note: The exact fee within the 25–50% range will be determined based on the percentage of production completed at the time the cancellation request is received and approved.
How to Submit a Cancellation Request
All cancellation requests must be submitted in writing using one of the following methods:
-
Email: Help@duct2go.com
-
Customer Portal: www.duct2go.com
Each request must include:
-
Customer name and company (if applicable)
-
Order number
-
Date of original purchase
-
Reason for cancellation
Requests submitted verbally (by phone or in person) will not be accepted. Cancellation requests are acknowledged and processed within 2–3 business days of receipt.
Production Status Notifications
Customers receive the following automated notifications to help them stay informed:
-
Order Confirmation — Issued immediately upon purchase
-
Production Start Notice — Issued when manufacturing begins
-
Completion Notice — Issued when the order is ready for shipment or pickup
-
Shipment Confirmation — Issued when the order is dispatched
To qualify for the lowest applicable cancellation fee, requests must be received before the Production Start Notice is issued. It is the customer's responsibility to monitor order status and act promptly.
Refund Processing
Approved refunds, net of any applicable cancellation fees, will be:
-
Issued to the original payment method on file
-
Processed within 7–10 business days of written cancellation approval
-
Accompanied by a written confirmation specifying the amount refunded and any fees deducted
Refunds will not be issued for completed or shipped orders unless the cancellation is the direct result of a verified manufacturer error (see Manufacturer Error section below).
Specification Changes After Order Placement
Requests to modify order specifications — including but not limited to dimensions, materials, color, finish, quantity, or configuration — after order placement will be handled as follows:
-
Before production begins: Modifications may be accommodated at Duct2Go's discretion. Additional charges may apply.
-
After production begins: Specification changes will be treated as a new order. The original order remains subject to this cancellation policy, and a new order will be initiated for the revised specifications.
All modification requests must be submitted in writing to Help@duct2go.com.
Manufacturer Error
If Duct2Go produces an order that materially deviates from the confirmed specifications due to a manufacturer error, the customer is entitled to choose one of the following remedies at no additional charge:
-
Full refund of the original value, or
-
Complimentary remake of the order to the original confirmed specifications
Claims of manufacturer error must be submitted in writing within 5 business days of order receipt and must include photographic or documented evidence of the discrepancy.
Force Majeure
Duct2Go shall not be liable for delays or inability to fulfill orders resulting from circumstances beyond its reasonable control, including but not limited to natural disasters, supply chain disruptions, government actions, labor disputes, or other force majeure events. In such cases, cancellations will be evaluated on a case-by-case basis, and Duct2Go will work in good faith with the customer to find a fair resolution.
Return Address
In the event a return is required (e.g., for a verified damaged item exchange), items must be sent to:
Duct2Go – Returns
3385 N Nevada St
Chandler, AZ 85225
Customer Acknowledgment
By placing an order with Duct2Go, the customer confirms that they have read, understood, and agreed to this Return, Refund & Cancellation Policy in full. This policy forms part of the binding agreement between the customer and Duct2Go at the time of purchase.
Need Help?
For any questions regarding this policy, a cancellation request, or a damage claim, please reach out — we're happy to help.
Duct2Go Customer Service
📧 Help@duct2go.com
🌐 www.duct2go.com
📍 3385 N Nevada St, Chandler, AZ 85225
Duct2Go reserves the right to amend this policy at any time. Changes will be communicated to customers via email and posted on the company website. The policy in effect at the time of order placement will govern that order.
This document is provided for informational purposes. Consult a qualified legal professional to ensure compliance with applicable federal, state, and local consumer protection laws before publishing.