Shipping, Returns & Refunds
FREE SHIPPING! Everyday to the USA, excluding Hawaii & Alaska.
Now offering shipping to Canada. We take care of customs, you enjoy your new structure! Shipping quotes are required for every Canada order while we work on shipping integrations.
Orders are processed: Monday – Friday from 9am – 3:30pm EST
(Public Holidays Excluded)
Order By Shipping Dates
Christmas: December 14
July 4th: June 20th
*Christmas and Summer are peak shipping seasons. Please allow extra time for your order to process and ship.
Order Confirmation: After placing an order, you will receive an order confirmation by e-mail. This means we’ve received your order in our system and have pre-authorized your credit card for the purchase. If your item is back-ordered or otherwise unavailable, we will void the pre-authorization charge and contact you to inform you by e-mail. If your item(s) are available for immediate shipment (within 7 business days unless noted longer on the product page), we will process the charges and submit the order for shipment.
Pergolas and gazebos average between 12 and 14 days shipping time from date of order. It is common for shipping to take anywhere from 2 to 3 weeks during the holidays and peak season. There are times when shipping can take longer than expected. We try to communicate any delays as soon as we are aware of them.
Tracking Numbers will be sent to your email once your order has shipped.
In some cases, we may need to contact you before your order can be shipped. To ensure there is no delay, please respond to any email/phone call from our Customer Service team.
We proudly use the following Shipping Methods and will choose the best available in terms of price and delivery times at the time of shipment.
Due to the large size of the items that we ship, and the excessive cost of processing returns, including shipping & handling, all sales are considered final and cannot be returned, exchanged or refunded.
This allows us to offer more competitive pricing for our customers, and avoid having to charge extra costs to cover the costs of shipping items back to our warehouses for the majority of customers who would not want to return their purchased products.
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it on the delivery manifest when signing for delivery. This is your best proof that there was damage caused by delivery and can ensure your best chance at a quick replacement. It greatly helps us in filing a claim with the Shipment company to get your money back.
In the case of faulty or incorrect items are received, please contact our Customer Service team via firstname.lastname@example.org Please include your order number, and any photos, relevant information regarding the issue so that we can fix this as soon as possible.
Once investigated, we will be able to provide you with information on how to return the item and/or receive the replacement parts.
FREIGHT FORWARDED ORDERS
If your shipment arrived damaged, please contact your freight forwarder first. If you need a replacement part, please include pictures of damages, item numbers, box numbers and your labels.
At this time we are unfortunately unable to provide exchanges on purchased items.