Returns, Exchanges, & Cancellations

Bridge BUILT stands behind the quality, craftsmanship, and durability of the equipment we build. This policy outlines how we handle returns, exchanges, order cancellations, custom orders, and defective items.

Lead Times & Built-to-Order Products

Bridge BUILT equipment is not mass produced. Many of our products are BUILT to order, which allows us to offer high-quality equipment, custom options, and the level of detail our customers expect.

Because of this, most standard items have a lead time of up to 40 business days unless otherwise stated on the product page. Custom equipment, custom colors, custom laser-cutting, and other made-to-order options may require additional time.

Lead times begin once an order is placed and payment has been received. These timelines are estimates and may vary depending on order volume, material availability, production scheduling, powder coating, freight availability, and other factors outside of our direct control.

We do our best to keep every order moving as quickly as possible while maintaining the quality and craftsmanship Bridge BUILT is known for.

Returns & Exchanges

Bridge BUILT accepts returns or exchanges of unused equipment in new condition within 30 days of delivery.

To be eligible for a return or exchange:

• Items must be unused and in new condition.
• Items must include the original packaging.
• Items that are used, damaged, installed, modified, or missing original packaging may be denied a refund or exchange.
• Return or exchange requests must be submitted within 30 days of delivery.

The customer is responsible for all return shipping costs on any return or exchange unless the item received was defective or incorrect due to an error by Bridge BUILT.

Any shipping charges incurred from the original online purchase will not be refunded as part of your return or exchange.

A restocking fee of up to 20% may be deducted from your refund.

Order Cancellations Before Shipment

Because many Bridge BUILT products are built to order, orders may enter the production process before they are shipped.

Orders may be cancelled before production begins, subject to any non-refundable payment processing fees.

Once an order has entered production, cancellation requests may be denied or may be subject to a cancellation/restocking fee of up to 20%. Production may include, but is not limited to, ordering materials, cutting, bending, machining, welding, powder coating, assembly, packaging, or preparing the order for shipment.

Custom equipment, custom-designed pieces, custom laser-cut items, and custom color orders are final once production has begun and are not eligible for cancellation, return, or refund.

Submitting a cancellation request does not guarantee cancellation. Bridge BUILT will review the status of the order and confirm whether the order is eligible to be cancelled.

Please allow 5–10 business days for approved cancellations to be processed.

Custom Orders, Custom Colors & Made-to-Order Equipment

All custom equipment sales are final once production has begun.

This includes, but is not limited to:

• Custom-designed equipment
• Custom laser-cut items
• Custom colors
• Modified standard products
• Special-order items
• One-off or made-to-order pieces

Because custom orders are built specifically for the customer, they are not eligible for cancellation, return, exchange, or refund once production has started.

Final Sale Items

The following sales are final and are not eligible for return, exchange, cancellation, or refund unless the item received is defective or incorrect due to an error by Bridge BUILT:

• “Under The Bridge” items
• Closeout items
• Promotional or discounted items
• Gift cards
• International orders
• Custom equipment, custom colors, and custom-made items once production has begun

Defective or Incorrect Items

If the item you received is defective or incorrect due to an error by Bridge BUILT, we will make it right.

Depending on the situation, Bridge BUILT may repair the item, replace the item, send replacement components, or provide another appropriate solution at no additional expense to the customer.

Defective or incorrect item claims must be submitted as soon as possible after delivery and should include photos, order information, and a description of the issue.

For more information, please see our full warranty policy.

Refund Processing

Approved refunds will be processed back to the original payment method whenever possible.

Please allow 5–10 business days for approved returns or cancellations to be processed. Additional processing time may be required by your bank, credit card company, or payment provider.

Original shipping charges, return shipping charges, and non-refundable payment processing fees may not be refunded.

How to Start a Return, Exchange, or Cancellation Request

To initiate a return, exchange, or cancellation request, please contact Bridge BUILT with your order number, contact information, and a brief description of your request.

Submitting a request does not guarantee approval. Bridge BUILT will review the order status, item condition, production status, and applicable policy terms before confirming whether the request is eligible.

Click here to initiate the return or exchange process.