Before making a purchase, we encourage you to read through the following policies and procedures:
If you still have any questions, concerns or problems, please feel free to contact us for additional information.
We compare our prices to our competitors’ prices on a regular basis to make sure we’re giving you the best price available online. But just in case we’ve overlooked something, here’s our promise to you: If you find the same product available for a better price on another web site, we’ll beat their price by $10.
To receive a price match, please use the live chat icon in the lower-right corner of any page on our website, or use the contact us form to send us the following details:
- Your full name
- Your e-mail address
- Your phone number
- Name of the product you purchased or would like to purchase
- Competitor’s price (including shipping, processing, taxes, and all other fees)
- Web site address (URL) of the competitor’s product offering
Competitor’s product must be the identical model from an authorized U.S. dealer. Specifically, the product must have the same U.S. manufacturer’s warranty, model number, contain the same components, must be brand new (not refurbished), must follow manufacturer’s dealer MAP pricing, and must match our shipping method. Competitor’s product must be in stock. We reserve the right to verify another online company’s product availability and price before issuing a price match or refund. Only one price can be matched per order. We do not price-match on products listed on auction websites or member-only websites (such as sites that require a periodic membership fee). The Lowest Price Guarantee does not apply to obvious pricing errors or clearance or close-out items (since they are one-of-a-kind and priced according to their condition). The Lowest Price Guarantee applies to the total cost to purchase and deliver the item, including shipping, processing, handling, taxes, and other applicable fees. The Lowest Price Guarantee applies to products offered online via e-commerce websites. It does not apply to private party sales or products sold at “brick-and-mortar” stores. We reserve the right to refuse an order or refund request on which we would incur a loss. Furthermore, refunds are limited to the amount of gross profit we recognized on the sale (purchase price less our cost for the product).
We’re on a mission to make you happy, and we won’t rest until we’ve succeeded. We will do everything we can to make your shopping experience with us easy and enjoyable. How are we going to do this, you ask? Read on…
Before the Sale
We do our best to make sure our prices are always the lowest online. In fact, we know our prices are the best online because we sell all of our products at the published M.A.P. (Minimum Advertised Price) price set by the manufacturers. If you have any questions about this, please feel free to contact us.
At the Sale
We sell only the finest quality products from reputable manufacturers who generally back their products with warranties. We sell only new products – no refurbs, no open-box items, no used items – everything is BRAND NEW. The personal information and credit card information you provide us with is safe and secure, and we promise to protect your privacy. . An email will be sent out to you to confirm your order and make sure everything is correct and if any changes need to be made they can be made at that time. This form needs to be signed and emailed back to [email protected]. Please know that once the Order Acknowledgment form has been signed NO changes or updates can be made to your order.
After the Sale
You can contact us during regular business hours with any questions you have. Our Returns & Exchanges Policy (above) provides assurance that we’ll take care of you in the off chance that you have any problems with your purchase.
All shipments within the contiguous USA are free. Our kits are customer built to order. They generally take between 7-10 business days to complete and ship. Tracking numbers will be sent to you via email as soon as that information becomes available to us. All kits are contracted to ship with curb-side freight delivery only, additional delivery services are not available at this time. We advise having 2-4 people to assist in unloading your kit from the delivery vehicle at the delivery appointment. Because of the size of these kits, lift-gate delivery is unavailable in most cases. For any additional delivery services please discuss with with the freight carrier who contacts you for your delivery appointment. Any additional services arranged for delivery that incur a fee will be the customer’s responsibility to pay to the freight line at the time of delivery.
Shipments to Alaska, Hawaii, Canada, and US Territories
We are happy to ship to one of these areas, but unfortunately additional shipping fees must be collected. To see what shipping will cost to your location, please contact us with your full shipping address and a list of the item(s) you would like to purchase. We will get back to you with a shipping quote within one business day.
Unfortunately, we do not offer international shipping at this time.
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we’ll make sure you’re taken care of. Most of our products are backed by a manufacturer’s warranty. If your item has a defect, please contact the manufacturer as instructed in the paperwork that came with the product. If you need help contacting the manufacturer, feel free to contact us. If your product was damaged during shipping, contact us and we’ll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
- You decided to cancel your order: If you cancel within two days of placing your order you will receive a full refund. If you wish to cancel past two days your situation will be handled according to situation 5 below.
- You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed: If the item isn’t working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)
- You received an item that appears to have been damaged during shipping: If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you’ve determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waives your right to get your product replaced or repaired. Before contacting us, please test the item’s functionality. If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
- You’ve received the product but you’ve decided you want to return it: Our pergola kits are custom made to order and we cannot accept returns. We recommend a detailed assessment of your site, climate, and installation needs before your make your purchase.
- You refuse the delivery of your order, and it comes back to us: If you refuse an item and it comes back to us, you will be issued a refund LESS a 30% restocking fee and our actual cost for shipping and handling. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.
We offer financing through PayPal Credit, and for a limited time PayPal Credit is offering 6 months no interest & no payments.
Follow these simple steps to use PayPal Credit for your purchase:
- Add the item to your shopping cart.
- Proceed through the checkout steps & select PayPal as your payment method.
- Once signed into PayPal click the ‘Apply Now’ link next to the financing option
- Follow the steps to apply and complete payment.
That’s all there is to it! Approval is generally immediate and you can use PayPal Credit to place your order with us. You then have 6 months to pay your financed to avoid interest or penalties.
Rest assured that your personal and credit card information is safe with us. We utilize a firewall and also protect all transactions using Secure Sockets Layer (or SSL, sometimes referred to as a secure certificate), which is an encryption technology that works with Netscape, Microsoft Internet Explorer, and AOL browsers. This ensures that only we can view your personal information.
You know how a lot of people are scared of flying, even though it’s statistically safer than driving? The same paradox exists for online credit card use versus traditional credit card use. Online purchases are statistically safer than using your credit card at a restaurant or department store. Technical experts state that online purchases are far safer than traditional credit card transactions because the information is immediately encrypted into a scrambled message that can only be decrypted by an authorized computer.
Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, we will cover the liability for you up to $50.00. We will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at our site while using the secure server. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting guidelines and procedures.
In an effort to create a better user experience for visitors to this site, we may collect the following information:
- Contact information (including email address)
- Mailing address (for shipping)
- General demographic information (such as postcode)
- What pages of our site you visit & how long you stay on them
This information is never stored or shared with anyone else. If you place an order with us, we use information provided (such as name, address, phone number, email address, and credit card information) to process and ship your order, and may contact you regarding your order. If you sign up for our newsletter, we may use your email address to keep you up to date on sales and promotions we have coming up. You can opt out of these updates at any time. We use an SSL encryption (secure certificate) on our site to keep your personal information protected.
What are Cookies?
Cookies are tools that the internet uses to track what sites you’ve visited, and make future recommendations to you based on your interests and preferences. They are designed to create a more customized experience for web users. Our site uses the Google Analytics cookie to collect information, provide a more customized experience for visitors, and help us improve our site for future visitors. To opt out of Google Analytics, click here. If you would like to opt out of all cookies used by websites, you can learn how to do so here. Be aware, however, that many website features need cookies to operate. As such, opting out of cookies may make some site features, such as shopping carts, inaccessible to you. By disabling cookies on your web browser, you will be unable to complete a purchase on our site online. If you do not have cookies enabled, but would still like to make a purchase, you can do so by calling our customer service line at (866) 819-6251, and we will be happy to assist you with your transaction.
How Collected Information is Used
Any information collected is used to create a more enhanced and customized user experience for you. Third party vendors (such as Google) use information to show you ads on other sites you visit throughout the Internet, based on your preferences, interests, demographic information, and browsing history. For instance, by visiting our site, you may see an ad for our site on another site you visit in the future. This is in an effort to make better recommendations to web users. No personal information is stored or shared. We may use the following Google AdWords features for a more enhanced customer experience:
- Affinity audiences
- Custom affinity audiences
- In-market audiences
- Similar audiences
- Demographic and location targeting
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You shall be solely responsible and liable for any and all damages resulting from any infringement of copyrights, proprietary rights, or any other harm resulting from any uploading, posting, or submission of your content on the Site. All rights not expressly granted herein are reserved.
Product Descriptions and Prices – We attempt to describe products featured on this site as accurately as possible. However, we do not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free. In the event a product is listed at an incorrect price or with incorrect information due to a typographical error or an error in pricing or product information received from our suppliers, we shall have the right to refuse or cancel any orders placed for products listed at the incorrect price. We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, we shall immediately issue a credit to your credit card account in the amount of the charge. We apologize for any inconvenience this may cause you. (If you are not completely satisfied with your purchase, you may return it as described in our Return Policy)
Copyright Infringement Claims – If you believe that any material or content posted on this site constitutes copyright infringement, please contact us and we will make all efforts to remedy the situation as quickly as possible. (This notice is issued pursuant to the Online Copyright Infringement Liability Limitation Act.)
Protecting Children – We are careful to protect the safety and privacy of children. Our web sites are general audience sites. Children under the age of 13 should always ask their parents or guardians for permission before providing any personal information to anyone online. We urge parents and guardians to participate in their children’s online activities and use parental control or other web filtering technology to supervise children’s access to the Internet.
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Our failure to exercise or enforce any right or provision of the Terms & Conditions shall not constitute a waiver of such right or provision. If any provision of the Terms & Conditions is found by a court of competent jurisdiction to be invalid, the parties nevertheless agree that the court should endeavor to give effect to the parties’ intentions as reflected in the provision, and the other provisions of the Terms & Conditions remain in full force and effect. You agree that regardless of any statute or law to the contrary, any claim or cause of action arising out of or related to use of this site or the Terms & Conditions must be filed within one (1) year after such claim or cause of action arose or be forever barred.