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| Frequently Asked Questions |
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- Can I buy your product at Lowes, Home Depot, or other stores?
- Can I pick up my order?
- Do you charge a restocking fee on returns?
- Do you charge sales tax?
- Do you offer a warranty on your products?
- Do you offer expedited shipping?
- Do you offer gift certificates?
- Do you offer material samples or color swatches?
- Does Garden Winds make donations?
- Has the thatch been treated with fire retardant?
- How can I contact you?
- How can I maintain my canopy top?
- How do I check the status of my order?
- How do I find the model number?
- How do I return a canopy top?
- How does free shipping work?
- I can't find or remember my password, How do I reset my password?
- I did not receive everything I ordered?
- I received my order and some of the product is damaged. What should I do?
- I submitted a survey for a canopy not on the website. When will I be contacted?
- I want to purchase a large volume of products. Do you offer discounts?
- Is your website secure?
- The item I ordered is on backorder. When will it ship?
- What are my payment options?
- What browser requirements are there to view your website?
- What is your holiday shipping schedule?
- When will I get my refund for a returned item?
- When will I receive my order?
- When will my credit card be charged?
- When will you charge my credit card for shipment of items on back order?
- Why are shipping charges so high for some items?
- Can I buy your product at Lowes, Home Depot, or other stores?
No, our canopy tops are only available from our web site. We are not affiliated with any other store. To insure that you are buying the best replacement canopy, you should purchase directly from our website.
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- 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. Our will call address is 4950 East Second Street, Benicia, CA 94510. The storefront is Home Focus. Will call hours are Monday - Friday, 9:00 - 4:30pm.
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- Do you charge a restocking fee on returns?
We accept product returns within 14 days of receipt. Returned product must be received in saleable 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 30 days of purchase. All returns of non canopy items are subject to a 15% restocking fee. Please call us for a return authorization at (877) 479-4637, Monday - Friday, 9:00am to 5:00pm.
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- 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.
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- Do you offer a warranty on your products?
We warrant our product against manufactures defects for a period of 60 days from the date of order receipt. If the product is found to be defective, we will replace it, provide a substitution of equal or greater value, or provide replacement parts at our discretion. We do not offer a guarantee of fit for universal canopies, or direct fit canopies where proof of the gazebo model number is not available.
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- 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.
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- Do you offer gift certificates?
No, we do not offer gift certificates at this time.
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- Do you offer material samples or color swatches?
We do not offer material samples or color swatches.
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- Does Garden Winds make donations?
Garden Winds does not currently accept solicitations for donations.
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- Has the thatch been treated with fire retardant?
No. Our thatch products have not been treated with fire retardant. For commercial customers, please check with your local 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.
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- How can I contact you?
You can reach us by phone, fax, email, live chat, or in person. Our toll free phone number is (800) 338-5825, our fax number is (707) 746-0869. Our email address is customerservice@gardenwinds.com. Our physical address is 4950 East Second Street, Benicia, CA 94510. To contact us by Live Chat, simply click on the Live Chat logo on the left side of our web page.
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- How can I maintain my canopy top?
One of the best ways to keep our fabrics looking good and to delay the need for deep or vigorous cleanings is to hose fabrics off on a monthly basis with clear water. This practice will help prevent dirt from becoming deeply embedded in the fabric and eliminate the need for more frequent vigorous cleanings. In most environments, a thorough cleaning will be needed every two to three years.
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- 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 our home page. You can also log into your account to check order status.
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- How do I find the model number?
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.
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- How do I return a canopy top?
Return instructions are included with each canopy shipment. To return a canopy, repack it in a suitable box, write your order number on the outside of the box. Put a copy of your packing list or another piece of paper with your name, address, phone number along with your order number and item model number if you know it. Ship the canopy to the address it came from (our contact address) via UPS or FedEx. Save the tracking number and confirm delivery to our warehouse. If you have not received a refund for a return within five business days of delivery to our warehouse and you provide us with proof of delivery of the returned canopy, we will issue the refund within ten business days of proof of delivery.
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- How does free shipping work?
We offer free shipping for some items, such as seasonal clearance items. 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.
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- 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 password. For security reasons we must reset your password and we can only e-mail passwords to the address specified in your profile. If this option does not work, please call us to have your password reset.
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- 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 to track your order.
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- I received my order and some of the product is 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 notate 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.
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- I submitted a survey for a canopy not on the website. When will I be contacted?
We do not respond to all survey inquiries. Our designers review multiple surveys 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.
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- 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.
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- 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.
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- The item I ordered is on backorder. When will it ship?
Ship dates for back ordered items shown on the website are estimates only and usually represent best case situations. Please check our website near to the estimated ship date for updates.
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- 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 at (707)746-5885.
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- 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. AOL 4.0 or later, or AOL 5.0 for Macintosh.
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- What is your holiday shipping schedule?
For Guaranteed Delivery by Christmas Day, your order must be placed by 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 standing by to help you with expedited shipping quotes. Please call Toll Free (877) 479-4637, 8:30am-5:00pm Pacific Time, Monday-Friday.
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- 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.
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- 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.
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- 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), except in case of special orders that require a pre-paid deposit.
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- 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)
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- 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. Understanding this, we offer a variety of baskets that nest, trays, and folding handle baskets.
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