Shipping & Returns
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 8am – 3:30pm MST
(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.
You can return any FULL PRICED item/s within 30 days of the purchase date. ALL SALES ARE FINAL FOR CANADA at this time.
If you live in Hawaii or Alaska, you will need a freight forwarding service. We can deliver to your freight forwarder in the continental US only. We cannot accept any returns from Hawaii or Alaska.
You can ship the item/s for return back to us:The Room Outdoors
581 S 1500 W
Lehi, UT 84043
Make sure you include a copy of your order confirmation email along with information on the reason for your return and how we can help you.
– Do you need an exchange? Was it damaged? etc.
All goods must arrive in their original, unused, unworn and resalable condition including tags, stickers, boxes, casing etc. In the case that your items are returned without the original packaging, we will not be able to process your return.
Please keep a copy of your receipt of proof of shipment for any returns back to The Room Outdoors. We recommend using a tracked delivery method to ensure your item arrives safe and sound.
All SALE items are final and cannot be returned, exchanged or refunded. Bundles purchased are considered as sale items.
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 or refund. 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.
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.
Only FULL PRICED items can be exchanged.
If you are wishing to exchange your item for another, please print out your order confirmation and next to the item write the new size, color, style or product you would like in exchange. Item must be of same value or less.
In the event that the requested item is not available, our Customer Service team will have the amount of the item refunded back to your account.
Please ensure all items are packaged securely and will arrive back to us in their original condition.
The customer will be required to pay any postage costs back to us, however, we will ship back your exchanged item free of charge.