Frequently Asked Questions
SHIPPING
We ship to any state in the US as well as Canada. We have a flat rate shipping fee and ship many of our lines with no duty and brokerage fees. We ship via FedEx/UPS ground service. If you need a product more quickly, please contact our customer service team to discuss expedited shipping options (expedited shipping is not always possible).
We offer free shipping on many brands. For all other lines, for orders under $49 we have a flat rate of $15 when shipping within the US and Canada. Orders shipped to Hawaii and Alaska incur a fee of $50 on any order. The $50 fee is in addition to the $15 flat rate for orders under $49. For orders shipping to Canada, the customer is responsible for all duty, brokerage and taxes unless the manufacturing line is located in CANADA like FIM
At the time the order is placed, an email with order confirmation is sent, which includes the approximate lead time for the order. Please be aware, shipping dates are only estimated and can change based on product availability. Once the order is accepted by the manufacturer, we will send you an updated approximated ship date if it’s different from the original date that was communicated during order confirmation. After you receive the updated ship date, you will have 24 hours to make changes/cancellations to your order via Contact Us link or phone call. If the order is not canceled, we will proceed with the production of the order. All orders in production are subject to restocking fee.
We do not offer expedited shipping as an option on our website. Orders are shipped FedEx, UPS, or Freight ground. If you need something more quickly, please contact our sales team prior to ordering to discuss expedited shipping options and prices. Please note that expedited shipping is not always possible and cannot be guaranteed.
At this time, we are only shipping within the US and Southern Canada. We do not ship internationally.
We are only able to ship UPS or FedEx. We cannot ship USPS at this time.
We cannot ship to PO Boxes at this time. A physical street address is required for shipping. We cannot be responsible for delays in shipping due to invalid delivery address entries.
If you receive a damaged product, you will have the option to refuse delivery and document specific damages to the product on the delivery receipt. Notify us via phone or Contact Us with the details of the damage so that we can return or exchange your merchandise. If the damage is not discovered immediately at the time of the delivery, we allow 10 business days after delivery for customers to send us a claim with supporting documentation and photos. This window might be extended with custom items. We’ll review and approve the claim within 10 business days. If the claim is approved, we’ll send you free replacement parts for the damaged goods at no additional cost to you.
Do not refuse delivery for products that are not damaged. If at the time of delivery product itself appears to be significantly damaged the order may be refused. Customers are responsible for all costs driven by a refused delivery for product not damaged.
At this time, we do not require a signature for delivery. If you would like your order to be shipped with a signature required, please call us to place your order. Orders are not shipped with Signature Service unless requested or UPS/FedEx requires it for your area.
CANCELLATIONS AND RETURNS
Cancellations can only be requested via phone or email only prior to shipping. We make cancellation requests on a best efforts basis with the manufacturers. If you wish to cancel your order, please contact us as quickly as possible so that we may attempt to stop your order.
If you order contains customized parts, restocking fees may apply.
A refund will only be processed once your cancellation request is confirmed as cancelled by the manufacturer. If the order is too late to cancel, a refund cannot be issued. If you don’t want the product, a return can be requested through our normal return policy. We can then issue a refund once the return is received back per our return policy (to view our return policy).
We average 24 hours to process credits on cancelled orders. We will notify you via email when credit has been issued.
No cancellations on custom/made to order Items.
Heaters – Infratech controls are custom and cannot be cancelled once the order is placed.
Any powder coated unit is made to order and cannot be cancelled. Call to confirm.
Umbrellas –
Canopy only items cannot be cancelled
Custom shade sails are non-returnable
Umbrella / awning parts cannot be cancelled once an order is processed
FIM Umbrella’s are non-returnable, non-cancellable once an order is processed
All purchased, and credits for products on this site are shown and charged in U.S dollars. However refunds will be credited in CANADIAN dollars. Your bank will make all necessary conversions based on the exchange rate at the time of the transaction. We are not responsible for any additional charges or timing differences that your bank may charge you for the transactions, refunds or credits. If you have any questions about your exchange rate or credit card fees please contact your credit card company or bank for more details. Customer is responsible for all return shipping fees.
An RGA (Returned Goods Authorization) number is simply a way for us to track return transactions. When you request a return, we will process your request and issue an RGA number with your return instructions. This information will be sent to you by email. No returns will be accepted without an RGA number.
We require an RGA# on ALL returns. The RGA # helps identify a package once it is returned. If you return a product without an RGA#, we cannot issue a credit as we will not be able to identify it to a specific order or request.
We recommend never to refuse a shipment tha is not damaged. If something is returned to the warehouse that is not expected, it may not be allocated properly or tied back to your order.
If you refused your shipment, it can take 2-4 weeks to receive credit, if the warehouse finds the item, and it’s not damaged. If the item is not located or it’s received damaged, credit will be denied. A restocking fee of 25% may apply to any refused shipment.
Commercial/Contractor/Large Job orders over $3,500 will be subject to a 50% restocking fee if returned for any reason other than manufacturing defect. We recommend ordering a sample product prior to placing your main order if you are unfamiliar with the product or need client/customer approval. We reserve the right to change or modify this clause on a case by case basis.
UMBRELLAS
The Valance boasts a skirted trim, while the Market model showcases a sleek, double-folded, and stitched edge, omitting the skirt.
If you order contains customized parts, restocking fees may apply.
The choice of umbrella size is influenced by various factors. Consider your space requirements, budget, and available area before making a decision. Opting for an overly large umbrella can be overwhelming and disrupt the outdoor arrangement’s balance. A general guideline is to have the umbrella extend 2 feet beyond each side of your dining table. For instance, if you have a 4-foot round table, you would typically need an 8-foot diameter umbrella.
Typically, umbrellas come with four main types of bases:
- Ground Insert Base
- Deck Mount Plate
- Freestanding Offset Base
- Wheeled Freestanding Offset Base
However, it’s important to note that each manufacturer may offer their own unique range of base options. To explore the available choices, please check the ‘Bases’ section for more details.
The umbrella primarily features Sunbrella fabric, a widely recognized brand known for its upholstery-grade quality.
The wind resistance varies for each manufacturer, umbrella, or awning model. For specific wind resistance details, please refer to the product description provided for each model.
The fabric used is Sunbrella fabric, primarily designed for sun protection but capable of withstanding mild drizzling for approximately an hour. If you desire added protection, we can apply a water-resistant treatment or utilize Marine-grade fabric.
We have a wide selection of umbrellas and awnings suitable for commercial application Please click HERE
The frame of a commercial umbrella or awning is more robust than that of a residential one, making it sturdier overall. However, you do have the option to choose a commercial-grade umbrella or awning for your residence, giving you the advantage of both durability and quality.
If your chosen color isn’t listed as a stock option for the umbrella you’ve selected, you have the option to supply us with either the color code or a fabric sample, and we’ll ensure a perfect match. Please note that customization fees may apply in such cases.
Maintenance is minimal. Regularly applying silicone spray to the drive belt should suffice. Additionally, depending on the severity of winter, covering or storing the panels off-season is recommended. It’s essential never to leave the canopy unattended when it’s open, following this basic procedure.
