Frequently Asked Questions

You can contact us by phone, e-mail, or text:

Call Center Hours: Monday-Friday 6:00am to 5:00pm PST

Phone: Toll free (877) 479-4637

Text: (707) 800-4992

Email: customerservice@gardenwinds.com

Address: 4950 E. 2nd St   Benicia, CA 94510

Our office is closed to the public. There will be no in-person pick-ups or returns accepted. Please contact us by phone or by email. Our email is customerservice@gardenwinds.com or you may call us at 707-800-4992. We have carefully considered this policy, and believe that it serves the best interest of our customers and employees. We apologize for any inconvenience and truly hope that you understand.

Our canopies are made of a woven synthetic polyester fabric. Our regular grade is an industry leading 350 denier fabric. We exclusively offer RipLock canopies. Our RipLock canopy has triple thread gridlines sewn into the fabric that stops rips from spreading. We offer RipLock canopies in RipLock 350 and RipLock 500. All of our replacement canopies are treated to be water resistant and UV resistant. We expect our canopy to last anywhere on average from one (1) to three (3) seasons, in a good, moderate climate. Please keep in mind that the canopy acts as a roof for a structure. It is essentially a cloth roof. Through wind, rain and sun, the canopy will deteriorate over time.

Remove your canopy from the frame when expecting inclement weather (heavy rain, strong winds, snow, etc.) and store in a cool, dry place. 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. You can also clean your canopy with mild soap and water and using a soft brush, clean the canopy. Please keep in mind that the canopy acts a roof for a structure and is essentially a cloth roof. Inclement weather conditions will cause the canopy to deteriorate over time. 

*Helpful tip: Upon receiving your replacement canopy, spray with an outdoor fabric guard or protectant.

On select models we typically offer three different grades of fabric for which you will notice three different prices. A REGULAR 350 grade canopy, a RIPLOCK 350 canopy and a RIPLOCK 500 Canopy.

The regular 350 canopy is typically comparable or better than what came with your frame and considered to be our standard grade fabric.  The standard 350 canopy is made from a 350 denier weight fabric and DOES NOT include our RipLock Technology.

The RipLock 350 canopy is what we would consider our “middle grade” canopy. This canopy is made of a 350 denier weight fabric and includes our industry leading RipLock Technology.

The RipLock 500 canopy is to be considered our “ultra-grade canopy” and our strongest canopy yet. This canopy is made of a 500 denier weight fabric and includes our industry leading RipLock technology. It is also 50% heavier than our RipLock 350 canopy making it the most durable of all the fabrics we offer.  

In addition to the different types of fabric, you may see an option for canopy with netting. That option will read “..Replacement Canopy and Net”.

Our replacement canopies are treated with a flame retardant that meets CPAI-84 standards.  The flame retardant contains one or more of these listed chemicals. The industry standard for tents and outdoor canopies requires that all canopies self-extinguish should it be exposed to flame.  

Most tents or canopies sold to the American public contain this chemical.  In fact, it is very likely that your original canopy contained this chemical in order to comply with CPAI-84.

In order to ensure the safety of our customers, and our compliance with CPAI-84 standards, the flame retardant must be used.  In the event of a fire near a gazebo or swing, our canopy product will not ignite or burn.  If ignited, the canopy will self-extinguish. 

While we at Garden Winds care about the environment, we must also observe and comply with state of the art industry standards for safety and flame retardance.  We apologize for any inconvenience.

To find the model number for an item on our website, simply look under the product title,  it is shown below the price in the "Add to Cart" button. Our model number with start with an "LCM".

If the order was placed online, you can check order status by clicking on "Order Status" at the top of the webpage or by logging in to "My Account". If you are unable to locate your order number, you can call (877) 479-4637 and a customer service representative will be happy to provide you with your order information. 

ALL orders that are in stock are processed immediately and ship within 3 to 5 business days after the order is received. ALL express shipping orders placed before 1:00PM Pacific Standard Time will ship the same day. Ground shipments are made by UPS or common carrier. Transit times vary by location. Orders with ground shipping may be delivered within one (1) to seven (7) business days from the date of shipment.

Please note that if your order contains multiple items and one of those items is on backorder, the entire order will not ship until all items within the order are in back in stock.

Our office is closed to the public. There will be no in-person pick-ups or returns accepted. Please contact us by phone or by email. Our email is customerservice@gardenwinds.com or you may call us at 707-800-4992. We have carefully considered this policy, and believe that it serves the best interest of our customers and employees. We apologize for any inconvenience and truly hope that you understand.

We offer UPS 2Day and 3Day Express. All orders placed AFTER 1:00 PM pacific standard time, regardless of shipping method, will be processed the next business day. ALL orders placed on the weekend and/or holidays will not ship until the next available business day. UPS delivers 2Day and 3Day Express orders Monday to Friday only. UPS will not deliver on Saturdays, Sundays, or holidays. 

If the order was placed online, you can check order status by clicking on "Order Status" at the top of the webpage or by logging in to "My Account". If you are unable to locate your order number, you can call (877) 479-4637 and a customer service representative will be happy to provide you with your order information. 

ALL orders that are in stock are processed immediately and ship within 3 to 5 business days after the order is received. ALL express shipping orders placed before 1:00pm Pacific Standard Time will ship the same day. Ground shipments are made by UPS or common carrier. Transit times vary by location. Orders with ground shipping may be delivered within one (1) to seven (7) business days from the date of shipment.

Please note that if your order contains multiple items and one of those items is on backorder, the entire order will not ship until all items within the order are in back in stock.

Garden Winds One Year Limited Performance Warranty

If, within 6 months of purchase, you experience damage to the canopy* due to a manufacturer defect**, we will send you a ONE-TIME replacement. If you experience damage within 6 to 12 months, a 50% credit will be applied toward the purchase of a NEW canopy (must be the same model). Just send a photo of the damaged canopy along with a full frame photo of your structure. It’s that Easy!

Please Note: Acceptance of the one-time replacement canopy or discounted canopy completes your warranty. The one-time replacement canopy or discounted canopy will not come with a warranty.

*Your canopy is guaranteed to fit provided your original model number from your gazebo matches what is listed on our website. Our universal canopies are not guaranteed to be an exact fit to your gazebo.

** Manufacturer's defects include, but are not limited to:

• Stitching coming undone
• Elastic coming undone
• Missing canopy hooks
• Velcro straps tearing away from canopy fabric
• Grommet rings popping off or are bent
• Ripped netting, etc.
• Damage upon receipt

The Garden Winds Limited One Year Performance Warranty DOES NOT cover:

• Natural occurrences or weather conditions, such as:
• Blizzards
• Hurricanes
• Snowstorms
• Tornadoes
• Hailstorms
• Heavy winds
• Heavy rains
• Falling tree branches or limbs
• Damage caused by persons or animals.
• Modifications to the fabric itself, i.e. addition of grommet holes or Velcro straps, sewing on decorations, silk screening, etc.
• Universal Replacement Canopies

Because the canopy is made from an outdoor fabric, it will experience deterioration if not cared for properly. Also, varying regions experience different climate conditions that may contribute to a shorter lifespan of the replacement canopy.

We process returns daily, but can take about three (3) to five (5) business days after we have received the return to process the refund. The merchandise goes through a standard inspection before we can issue a refund. Once it has been confirmed that the return has been received in good/favorable condition, we will issue the refund. We refund the merchandise amount (and tax, if applicable) to the original form of payment LESS all shipping charges. If the item(s) is returned damaged or used, we may only issue a partial refund.

Orders placed with a credit card will receive a credit to the credit card used with the original purchase. Refunds cannot be returned to any other credit card. Customers that paid by check or money order will receive a refund check in the mail.

As we strive to process and ship orders quickly, there is a limited time frame in which you may cancel your order.

You may cancel an order as long as your order has not been processed. To cancel an order, log on to My Account, go to Order History. If the "Cancel Order" button is visible, you may still cancel your order by clicking on the button. If the "Cancel Order" button is no longer visible, your shipment has been processed and shipped, and are unable to cancel it. 

If an item you have purchased is reduced in price within five (5) calendar days of your order date, we will happily offer a one-time price adjustment. We will refund the price difference to your original form of payment. To receive a price adjustment, please email us at customerservice@gardenwinds.com or call us at 877-479-4637 within the 5 calendar day window. The price adjustment does not apply to orders where the BOGO deal has been applied.

Garden Winds Sunbrella Replacement Canopy 5 Year Limited Performance Warranty

Our Sunbrella canopies are designed to provide you many years of enjoyment of your gazebo. We offer a Five Year Limited Performance Warranty on our Garden Winds Sunbrella canopy* that covers color fading and ripping of fabric from normal use and exposure conditions, including: sunlight, mildew, and atmospheric chemicals. Garden Winds reserves the right to inspect the fabric if a warranty claim is submitted.

To file a warranty claim, please email us photos of the Sunbrella canopy damage and/or defect to customerservice@gardenwinds.com and reference your order number.

The Garden Winds Sunbrella Replacement Canopy Limited Warranty DOES NOT cover:

1. Damage due to natural occurrences or extreme weather conditions such as:

• Blizzards
• Tornadoes
• Hurricanes
• Hailstorms
• Snowstorms
• Thunderstorms
• Heavy Winds
• Falling tree limbs

2. Damage from misuse or abuse; improper installation.

3. Damage caused by persons or animals.

4. Modifications to the fabric itself, i.e. addition of grommet holes or Velcro straps, sewing on decorations, silk screening, etc.

*Please note: Custom replacement canopies are guaranteed to fit provided the original manufacturer model number from your gazebo matches the information listed on our website. We do not guarantee our universal canopies to be an exact fit to your gazebo.