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Shipping & Returns

We ship all of our products free of charge anywhere within the USA's 48 contiguous states. 

How many days after I pay will my pergola ship?

  • Cedar and Vinyl pergolas:                    14-28 days
  • Cedar and Vinyl pavilions:                  21-28 days
  • Hampton Vinyl Pergolas:                        3-4 days
  • Fiberglass - Quick Ship models:             5 days
  • Fiberglass - other models:                    21 days
  • Lodges and Sonomas:                           3-4 days
  • California Redwood:                               **
  • Canopies:                                               10 days

Above times for some models may lengthen in the high season (May - August). Additional time may be needed for custom designs (creating drawings for you, reviewing drawings with your contractor, etc.).

Please allow 1-10 days transit time to your home.

** California Redwood structures (not Western Red Cedar) have a standard fabrication period of 8-10 weeks. Having said that, California Redwood structures are unique in that they may take up to 16 weeks to fabricate during the high season. Rush orders can be accommodated in 4-5 weeks for a fee of 20%.

Please do not make reservations with contractors or plan social events around your structure until it is delivered to your home.

Delivery times, whether published above or otherwise communicated to you, are estimates only. Although we strive to meet them, and do meet them for the vast majority of orders, we cannot guarantee them. Production delays or trucking delays are possible.  

Shop Drawings

A day or two after you order, you will receive from us a set of shop drawings. Please review them and provide feedback to us. We will revise them according to your wishes. We will not begin production until you notify us you are satisfied with them.  

How will my structure be delivered?

Your pergola will be delivered to you via one of our shop trucks or via independent motor freight carrier.

Shop truck delivery: Some of our structures can be delivered in a long crate that we gently lower off the back of a flat bed trailer. If you cannot arrange to have helpers unload your structure piece by piece from a motor freight trailer (as described below), this flatbed option may be better suited to you. However, this option is generally unavailable West of the Mississippi River.

Motor freight delivery: If your pergola is shipped to you via motor freight, once your pergola or pavilion leaves the shop a tracking number will be assigned. We will forward this number to you, and you will be able to see the estimated delivery date by entering your tracking number into the courier website.

For residential deliveries, the courier will call you to schedule a specific delivery time (e.g. 3-5pm on Monday, for example). But they have been known to show up unannounced on occasion, so please monitor the tracking number closely and call the courier to keep on top of it. If they arrive unannounced, and you are not prepared to receive delivery, decline the delivery, and have the courier redeliver at a time or day that is convenient to you.

Unloading your structure (if delivered via motor freight carrier)

If your structure is shipped to you via motor freight, you will be responsible for unpacking and unloading your pergola or pavilion piece by piece from the delivery truck at curbside. Please arrange to have 2 able bodied individuals present to unload pieces when the delivery truck arrives at your location. Have wire cutters available to cut wire straps. Have a claw hammer or crowbar available to open a crate. The truck driver may not have tools, and is not required to and may be prohibited from helping you.

Pergola and pavilion kits typically may weigh between 500 and 2,000 lbs. in aggregate. A 12x12 red cedar pergola weighs approximately 690 lbs. Individual pieces typically weigh between 0-75 lbs. Vinyl and fiberglass components are lighter than wood timbers.

Unloading may take you as little as 10 minutes to unload your structure from the truck, or as much as 45 minutes, depending on the number of people unloading, their fitness level, the size of the structure, the weight of the components, and how far you carry the components from the truck. Two people can unload a 10x12 red cedar pergola in 10 minutes.

To make unloading faster, we highly recommend you stack the components as nearest to curbside as possible. Once the truck has left, move them to your backyard. You will have to dissemble the crate and take it off the truck.

Atypical delivery locations

Please inform us of atypical delivery locations at time of purchase, and inform the freight company upon receipt of the tracking number, such as dirt roads, limited access, etc. so that we may confirm delivery capability and charges with the freight company. You agree to accept any additional freight costs if you request a re-routing of your delivery after merchandise has left our warehouse. All freight and delivery costs are pre-paid at the time of purchase. There should be no need to pay additional amounts to the freight company, unless you have re-routed your delivery after it has left our warehouse.

Damaged Products

Carefully inspect your merchandise as you unload it from the delivery truck. If there exists significant damage, please make a note of it by marking “damaged” on the bill of lading provided by the freight company before you sign it. Lack of signature will delay the possibility of collecting under a freight damage claim, should legitimate damage occur during shipping.

All our pergolas are inspected prior to shipment and leave our warehouse in new condition. In rare instances, damage occurs during transit. If this occurs with your pergola, we will work with you to supply you with replacement pieces so that your pergola can be assembled in new condition.

Returns

If we shipped you a product different than what you ordered, you may return the product at no cost or charge to you.

If your product arrives damaged in a state that cannot be repaired to new condition with new parts supplied by us free of charge, and your product is a standard model, you may return the product at no cost or charge to you.

Returns of standard models for other reasons are accepted subject to a 35% restocking fee, with purchasers to pay for return freight. Custom orders, due to the unique nature of the design, are not saleable and therefore are not-returnable.

Our pergolas are made from highly durable structural materials, designed to withstand years of exposure to the elements. Therefore we do not accept returns due to warping or bowing of materials over the course of time. Canopies are not returnable.

Thank you very much for considering us.

The Team at Pergola Kits USA

 


 


 
1-800-403-9259

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