Refunds & Returns

Last updated July 18, 2026

Most of what we sell is engineered to order for one specific building, which is why this policy distinguishes between work we have not started yet, work already delivered, and physical goods. If something is wrong with our work, the time limits below do not apply — see Problems with our work.

Free plans

Nothing is charged for free plans, so there is nothing to refund. If a free plan is wrong for your building, contact us and we will help you find the right one.

Before we start work

If you have paid but no engineer has begun preparing your plans and nothing has been delivered, you can cancel for a full refund. Contact us as soon as you can — engineered plans often enter the queue the same day.

Digital plans already delivered

A digital plan is delivered the moment the download becomes available on your order, and it cannot be returned in any meaningful sense. Once delivered, digital plans are generally not refundable, with the exceptions below.

We will still refund a delivered digital plan if it was our mistake — for example, we sent plans for the wrong building, the wrong size, or the wrong state, or the file is unusable.

Wet-stamped and custom plans

Wet-stamped and custom plans are prepared and sealed by a licensed engineer for your building specifically, and cannot be resold or reused.

• Before the engineer has begun — full refund.
• After work has begun but before mailing — partial refund, reduced by the engineering work already performed.
• After the sealed plans have been mailed — generally not refundable, except where the plans are defective or do not match your order.

Hardware

Unused hardware in its original condition can be returned within 30 days of delivery for a refund of the purchase price. Return shipping is your responsibility unless the item arrived damaged, defective, or was not what you ordered — in which case we cover it. Contact us before shipping anything back so we can tell you where to send it.

Problems with our work

If the plans are defective, do not match the building on your order, or contain an error attributable to us, tell us regardless of how much time has passed. We will correct the drawings, re-issue them, or refund them. This is separate from the time limits above and is not affected by them.

A permitting authority declining a set of plans is not by itself a defect — local codes and amendments vary, and confirming local requirements is the customer’s responsibility under our Terms of Service. Even so, contact us: if the issue is something in our documents, we will fix it.

How to request a refund

Requests should be made within 30 days of your order date, except for problems with our work as described above. Use our contact form and include your order number and what went wrong. You can find your order number in your order portal or on your receipt.

How refunds are processed

Approved refunds go back to the original payment method. Any sales tax charged is reversed with the refund. Once we issue it, the funds typically appear within 5–10 business days, depending on your bank or card issuer. We will email you when the refund has been issued, and it will show on your order.

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