|
 |
 |
|
 |
|
| Frequently Asked Questions |
 |
- How can I contact you?
- I can't find or remember my password. How do I reset my password?
- Can I buy your product at Lowes, Home Depot, or other stores?
- Can I pick up my order?
- Do you charge sales tax?
- Do you offer a warranty on your canopies?
- Do you offer expedited shipping?
- What are my payment options?
- How does free shipping work?
- Why are shipping charges so high for some items?
- Do you offer expedited shipping?
- How do I check the status of my order?
- When will I receive my order?
- When will my credit card be charged?
- When will my back order ship?
- When will you charge my credit card for shipment of items on back order?
- I did not receive everything I ordered.
- I received my order and some of the product(s) is/are damaged. What should I do?
- What is your return policy?
- Do you charge a restocking fee on returns?
- When will I get my refund for a returned item?
- How do I find the model number of your items?
- What is the measurement of the canopy that I'm looking at?
- Do you offer material samples or color swatches?
- Can you make a custom canopy for my gazebo?
- How do I properly care for my canopy?
- I submitted a survey for a canopy not on the website. When will I be contacted?
- Has the thatch been treated or is it fire retardant?
- How do I maintain my thatch?
- Can I cut my thatch?
- What do I do if my thatch is dried out?
- I want to purchase a large volume of products. Do you offer discounts?
- Is your website secure?
- What browser requirements are there to view your website?
- What is your Christmas holiday shipping schedule?
- Do you offer gift certificates?
- Does Garden Winds make donations?
- How can I contact you?
You can contact us by phone, fax, email, live chat, or in person.
• Toll free phone - (877) 479-4637;
• Fax number - (707) 746-0869.
• Email address - customerservice@gardenwinds.com.
• Address - 4950 East Second Street, Benicia, CA 94510.
• Live Chat - Simply click on the Live Chat logo on the left side of our web page.
[Back To Top]
- I can't find or remember my password. How do I reset my password?
First, you should click on the "Forgot Password" link on the login page. If you have forgotten your password, simply enter the e-mail address on record for your account and we will send you a new temporary password. We advise that you change your password immediately upon logging in again. You can also change your password by calling us toll free (877) 479-4637.
[Back To Top]
- Can I buy your product at Lowes, Home Depot, or other stores?
No. Our replacement canopies are only available on our web site. We are not affiliated with any other store. To ensure that you are buying the best replacement canopy, you should purchase directly from our website.
[Back To Top]
- Can I pick up my order?
We do offer will call service. Please call us to set up a will call appointment at (707) 746-5708. To ensure faster service, we can prepare your order over the phone. Our address is 4950 East Second Street, Benicia, CA 94510. The storefront is Home Focus. Will call hours are Monday - Friday, 9:00 - 4:30pm.
[Back To Top]
- Do you charge sales tax?
The California Franchise Tax Board requires that we charge sales tax for all orders with a billing address in California.
[Back To Top]
- Do you offer a warranty on your canopies?
YES. Please CLICK HERE for details.
[Back To Top]
- Do you offer expedited shipping?
Yes, we offer expedited shipping on a limited number of items. You can place your order online or call us by 1:00pm PST for expedited shipping. Expedited shipping is Next Day, Second Day, or Three Day. We do not offer expedited shipping for orders shipped via regular Ground service. If you order on Friday and request next day shipping before 1:00pm PST, you will receive your order on the following Monday. If you order on Sat., Sun., or Monday prior to 1:00pm PST, you will receive your order on Tuesday with next day air service. We do not process orders on Saturday and Sunday.
[Back To Top]
- What are my payment options?
We accept payment via Visa, MasterCard, Discover, American Express, Money Order, Bank Draft, Wire Transfer, and personal check. Our website accepts payment via credit card only. For payment using alternative methods, please call us toll free (877) 479-4637.
[Back To Top]
- How does free shipping work?
We offer free shipping for some items, such as seasonal clearance items and replacement canopies. For a multiple item order, where there is a combination of free shipping items and non-free shipping items, you will be charged shipping for the non-free shipping items.
[Back To Top]
- Why are shipping charges so high for some items?
UPS and FedEx base their ground and express rates on dimensional weight or physical weight, whichever is greater. Some items tend to be bulky, especially, trellises and fences. It is possible for a box of bulky items that physically weighs 10 pounds to have a dimensional weight of 70 pounds. Therefore, a lightweight item that occupies a lot of space may have a high shipping charge.
[Back To Top]
- Do you offer expedited shipping?
Yes, we do offer expedited shipping on a limited number of items. You can place your order online or call us by 2:00pm PST for expedited shipping. Expedited shipping is Next Day, Second Day, or Three Day. We do not offer expedited shipping for orders shipped via regular Ground service. If you order on Friday and request next day shipping before 2:00pm PST, you will receive your order on the following Monday. If you order on Sat., Sun., or Monday prior to 2:00pm PST, you will receive your order on Tuesday with next day air service. We do not process orders on Saturday and Sunday.
[Back To Top]
- How do I check the status of my order?
You can now check the status of your order online. Click the Check Order Status link on the navigation bar on the left side of the website. You can also log into your account to check order status.
[Back To Top]
- When will I receive my order?
We will begin processing your order the same day or next business day after we receive the order. Most orders are shipped within two business days after receipt. Ground shipments are made by UPS, FedEx, or common carrier. Transit times vary by location. Your order should deliver to you within seven business days from the date of shipment. Please Note: If you purchased multiple items, and one of those items is on backorder, then the entire order will not ship until all items within the order are in stock.
[Back To Top]
- When will my credit card be charged?
Your credit card is not charged until your order is ready to be shipped (normally minutes before it leaves our warehouse).
[Back To Top]
- When will my back order ship?
Our website is updated regularly to reflect the most up to date information regarding when a product will ship from our warehouse. If you place an order for a backordered item, you will receive an email notifying you of the backordered item. Your card will not be charged until the product ships. If there is a change in the arrival date, you will also receive an email notification of the changes. If you purchased multiple items, and one of those items is on backorder, then the entire order will not ship until all items within the order are in stock, except in the case of special orders that require a pre-paid deposit.
[Back To Top]
- When will you charge my credit card for shipment of items on back order?
Your credit card is not charged until your order is ready to be shipped (normally minutes before it leaves our warehouse).
[Back To Top]
- I did not receive everything I ordered.
Our products ship from multiple warehouses throughout the country. Allow up to seven calendar days to receive your entire order. If you have not received your entire order within seven calendar days, please call us toll free (877) 479-4637 to track your order.
[Back To Top]
- I received my order and some of the product(s) is/are damaged. What should I do?
Please call us within five business days of receipt regarding any damage to your order. For orders shipped via common carrier, please inspect the product during delivery and note or document the damage on the driver’s copy of the bill of lading. At our discretion, we may require a digital photo to be emailed to confirm the damage product. If possible, please email the pictures to customerservice@gardenwinds.com prior to calling.
[Back To Top]
- What is your return policy?
CANOPY RETURN POLICY: Please CLICK HERE for details. CUSHION RETURN POLICY: We gladly accept returns for cushions in good, sellable condition up to 6 months from receipt of the merchandise. We do not cover the return shipping cost of the product (due to its bulk and size). Your account will be credited for the product (and tax if applicable), less original shipping charge. In addition, a damage fee may be charged if the merchandise is returned in a damaged condition. ALL OTHER ITEMS RETURN POLICY: Please call us toll free 877.479.4637 or e-mail customerservice@gardenwinds.com to inquire about returning your item(s) within 10 days of receipt. Please be advised that some items may incur a restocking fee.
[Back To Top]
- Do you charge a restocking fee on returns?
Returned product must be received in good condition. The customer is responsible for the return freight, and insurance against damage in transit during the return. There is no restocking charge for canopies returned within 6 months of purchase. As long as we receive the returned merchandise in good condition we will issue a FULL refund of the purchase price of the item PLUS all applicable sales tax, LESS shipping charges. For customers who paid by check, you will receive a refund check by mail. Please be advised that returned merchandise received in damaged, poor or dirty condition will not be refunded or may be subjected to a $10 damage fee. WE DO NOT ACCEPT RETURNS AFTER 6 MONTHS OF RECEIPT OF THE MERCHANDISE. Please see “What is your return policy?” regarding item returns.
[Back To Top]
- When will I get my refund for a returned item?
We process returns within five days of receipt. We refund the merchandise cost plus any applicable sales tax. The refund is made by the same method as the original payment. If the order was paid with a credit card, then a credit will be applied to the credit card used to make the original purchase. Most banks take 3 business days after the credit is processed to post the credit to your account.
[Back To Top]
- How do I find the model number of your items?
To find the model number for an item on our website, click the "More Info" link located immediately below the picture of that item. The model number is shown below the price in the “add to cart” window.
[Back To Top]
- What is the measurement of the canopy that I'm looking at?
We encourage customers to match the model number from their original gazebo with the model numbers we have listed on our website to ensure an exact fit. If you do not have your model number, you are welcome to e-mail us a photo of your gazebo, along with detailed information about your gazebo (where you purchased it, gazebo dimensions, etc.) so that we can provide you with the best solution possible. Please send your e-mail to customerservice@gardenwinds.com.
[Back To Top]
- Do you offer material samples or color swatches?
We do not offer material samples or color swatches.
[Back To Top]
- Can you make a custom canopy for my gazebo?
We do not produce single custom canopies as it would not be cost-effective for our customers. Our replacement canopies are massed produced.
[Back To Top]
- How do I properly care for my canopy?
Prevent your gazebo canopy from premature wear! Remove your canopy from its frame when expecting harsh weather (heavy rain, strong winds, snow) and store in a cool, dry space. Improve water drainage and prevent your canopy from sagging by adding extra grommet holes. If your canopy gets dirty, simply rinse it off with water and allow it to dry completely. *Helpful Tip: Upon receiving your replacement canopy, spray with 303 High Tech Fabric Guard for extra protection. For your convenience, we do offer this product under our Gazebo Accessories section.
[Back To Top]
- I submitted a survey for a canopy not on the website. When will I be contacted?
Due to the large volume of surveys Garden Winds receives, we are not able to respond to all inquiries. Our designers review survey trends before determining to go forward with a particular design. Be sure to include accurate contact information in your survey request to enable us to contact you if we need to.
[Back To Top]
- Has the thatch been treated or is it fire retardant?
No. Our thatch has not been treated and is not fire retardant. However, it is fumigated before it enters the country. For commercial customers, please check with your local and state fire regulations for fire retardant specifications. Customers can purchase fire retardant from a local vendor to treat thatch. If the thatch materials are to be used in a commercial setting (i.e. restaurant, bar, etc.), then it is required by code. If the thatch materials are for residential use, then the thatch is not legally required to be treated with fire retardant. All residential customers have the option of choosing which they prefer.
[Back To Top]
- How do I maintain my thatch?
Taking your thatch down during bad weather if possible, will help. Remember, thatch is a natural material and should last for several seasons in moderate climate.
[Back To Top]
- Can I cut my thatch?
Yes. You will want to use a sharp, precision tool and to prevent damage to the structure, make the least amount of cuts as possible. Also, try to avoid cutting the seams of the weave.
[Back To Top]
- What do I do if my thatch is dried out?
Thatch is made from palm leaves. Palm leaves contain natural palm oils. Over time, the palm oils will dry out of the thatch. We recommend that once your thatch has dried out, you discard the thatch. Dried thatch is highly flammable.
[Back To Top]
- I want to purchase a large volume of products. Do you offer discounts?
We do offer discounts for volume purchases of some items where the order total is over $1,000.00. If your order total is over $1,000.00, please call us to inquire regarding discounts.
[Back To Top]
- Is your website secure?
We use industry-wide accepted encryption technology to collect your personal information to process your order. You will notice that beginning with the initial check out page, a small "lock" icon appears on the bottom right of your browser. This signifies that the 128-bit (High) Secure Socket Layer ("SSL" technology) has been activated to encrypt and protect your information during transfer to our servers. Our servers are protected by firewalls to prevent unauthorized access of customer information. On a daily basis, our site is verified secured by MacAfee "Hacker Safe." You can verify by simply clicking on the "Hacker Safe" icon on the left hand side of your screen.
[Back To Top]
- What browser requirements are there to view your website?
To take full advantage of our website, we suggest that you use a SSL compliant browser such as Netscape Navigator 4.5 or later, Microsoft Internet Explorer 5.0 or greater, or Mozilla Firefox, or AOL 4.0 or later, or AOL 5.0 for Macintosh.
[Back To Top]
- What is your Christmas holiday shipping schedule?
For Guaranteed Delivery by Christmas Day, your order must be placed no later than December 11th, 12:00pm Pacific Time. Because our orders ship from various distribution points across the United States, express shipping options are not available for all items. For help with making sure your gift arrives on time, our customer service representatives are available to help you with expedited shipping quotes. Please call Toll Free (877) 479-4637, 8:30am-5:00pm Pacific Time, Monday-Friday.
[Back To Top]
- Do you offer gift certificates?
No, we do not offer gift certificates at this time.
[Back To Top]
- Does Garden Winds make donations?
Garden Winds does not currently accept solicitations for donations.
[Back To Top]
|
|
|
|
 |
|
 |
|
