Shade Sails Direct – Shipping And Returns
Deliveries in the US are FREE and are handled by FedEx. Deliveries are normally made within 5 business days from when the order is placed for our shade sails of standard sizes (excluding weekends). Any orders placed during the day are processed the next morning and FedEx collect the order from our Midwest distribution center on the same day. The order will then be delivered within 2-4 days after collection.
Canadian orders ship via US Postal with a delivery charge of $50, and are normally delivered with 10 business days.
Custom shade sails are dispatched directly from the factory via DHL and are normally delivered within 7-10 days.
Damages And Exchanges
Your satisfaction is our top priority. We sell only the finest quality products, so we rarely have problems. But if your item is damaged or defective in some way, we’ll make sure you’re taken care of. All of our products are backed by the manufacturer’s warranty – 10 years for shade sails. If your item has a defect, please contact us immediately. 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 circumstance:
1. You decided to cancel your order
If the order hasn’t been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below.
2. 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 contact us immediately to discuss return and/or replacement of the item. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)
3. 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 often 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 waves 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.
4. You’ve received the product but you’ve decided you want to return it for a refund or exchange
If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
- The item must be unused, in perfect re-sellable condition and still in the original packaging. If you have opened the packaging in order to inspect the item, do not reseal the packaging with tape.
- You must contact us to notify us that you’d like to return the item within 15 days of receiving the item.
- You must contact us to get return instructions prior to returning the item.
If you return an item without all three of the above requirements being met, no refund or exchange will be offered. If all three of the above requirements are met, you may return the item at your cost to the address provided in the return instructions (item 3 above). Your return must reach its destination within 15 days from the date the return was initiated. We will ship late items back to you without issuing a credit.
Once we have inspected the returned item and confirmed that it is in an unused, re-sellable condition, we will process your refund (less a 20% restocking fee) or dispatch your replacement product (restocking fee waived). The refund amount will be a maximum of the amount you originally paid less our actual cost for shipping and handling and the 20% restocking fee. You are responsible for return shipping charges to return the product to us. We encourage you to insure your shipment so that in the event of loss or damage, you will be covered.
5. 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 20% 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.