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Return and refund policy

30 Day Return Policy

Go Build ® understands the importance of choosing the right product for your project. If you are not completely satisfied with your store or online purchase, simply return the merchandise to us within 30 days of purchase with a valid sales receipt, and we will refund your purchase. We reserve the right to limit or deny returns or exchanges. Please also see below regarding original packaging required for return.

For returns after 30 days or without a receipt, we may provide a refund at our discretion and at the last lowest price for the item. A valid photo ID is required. Information from the ID will be recorded at the time of the return. Go Build uses a third-party refund verification system. All returns are subject to verification system approval.

If approved, for all approved returns:

  • All returned merchandise must be undamaged and in resalable condition.
  • Returns within 30 days of purchase will be processed by the same method of payment from your original purchase.
  • Returns over 30 days from purchase or without an original sales receipt will be processed to merchandise credit.
  • Returns over $500.00 where the original payment was cash or check will be processed as a mail refund check.
  • There is a 25% restocking fee.
  • Return shipping is an additional flat rate of $250. Returns brought back to our warehouse will not incur a shipping charge

ORIGINAL PACKAGING REQUIRED FOR RETURN

Returns must be unopened and in its original purchased packaging and quantity.

  • Individual pieces may be returned if purchased as a sample as indicated on the sales receipt,
  • Decorative mosaics may be returned by the piece if unopened and still in its original packaging (cardboard backing and plastic wrapped)

IMPORTANT - PLEASE READ CAREFULLY

Once a product has been installed, it cannot be returned. Go Build is not responsible for product defect or damage, property damage or lost labor costs due to faulty installation. Claims for damage or shortages must be made upon receipt of product. Thoroughly inspect all products before installation as use will constitute acceptance. Installed flooring is considered the property of the owner/installer and cannot be exchanged or returned for any reason.

Special Orders

Special orders cancelled prior to shipping can be cancelled without penalty and refunded in full, including the cost of shipping. The customer is solely responsible for all outgoing and return shipping costs once the order has shipped. Customers may cancel special orders in-store or by calling Customer Care. Special order product that is not custom made can be returned.

Custom Orders

Custom orders  are non-refundable once tendered. Damaged or defective product can be exchanged. Call Customer Care at 718-406-4455 for assistance.

Damaged Shipments

DO NOT REFUSE ANY SHIPMENT. If a shipment is refused, Go Build will charge all applicable shipping fees as part of the return. Call Customer Care at 718-406-4455 for assistance.

Lost in Transit

If a shipment is lost in transit, call Customer Care at 718-406-4455 for assistance.


Order Cancellation & Change Policy

At Core Insulation Supply, many of our products are large-format building materials that require immediate processing, supplier coordination, and payment processing once an order is placed. To keep pricing fair and operations efficient, the following cancellation policy applies.

1. Free Cancellation Window (24 Hours)

Customers may cancel their order within 24 hours of placing it for a full refund, provided the order has not yet been processed, allocated, or prepared for shipment.

No fees apply during this 24-hour cancellation window.

2. Cancellations After 24 Hours (Before Shipment)

If an order is canceled after 24 hours from the time it was placed and before the order has shipped, the following fees will apply:

  • 3.5% payment processing fee (non-refundable), plus
  • $50 handling and administrative fee

These fees cover non-recoverable payment processing costs and order handling.

Refunds will be issued after these fees are deducted.

3. Cancellations Due to Shipping Delays

If an order is delayed more than 5 business days beyond the normal or stated shipping timeframe, the customer may request a full cancellation and refund, provided the order has not yet shipped.

In such cases, no cancellation or handling fees will apply.

This does not apply to delays caused by events outside our control, including but not limited to carrier delays, weather conditions, supply chain disruptions, or force majeure events.

4. Orders That Have Already Shipped

Once an order has shipped or left the supplier’s facility, it cannot be canceled.

If the customer wishes to return the order after delivery, it will be treated as a return and subject to:

  • 25% restocking fee, and
  • All return shipping costs paid by the customer.

Returned items must be unused, undamaged, and approved before return shipment.

5. Special Orders & Non-Returnable Items

Certain items may be considered special-order, custom, or supplier-direct products. These items may not be eligible for cancellation or return once processing has begun.

Any non-returnable status will be communicated at checkout or confirmed by our team.

6. How to Request a Cancellation

All cancellation requests must be submitted by replying to the order confirmation email or by contacting our support team with the order number.

Cancellation requests are processed during business hours only.

7. Agreement to Policy

By placing an order on coreinsulationsupply.com, customers acknowledge and agree to this Cancellation Policy, along with our Shipping Policy, Refund Policy, and Terms of Service.

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