Frequently Asked Questions

  1. How can I contact you?

  1. How can I contact you?

    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

    In light of the current COVID-19 (coronavirus) epidemic, we will not be able to offer in-person service to customers. There will be no in-person pick-ups or returns accepted. Please contact us by phone or by email. 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.

     



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  1. What is the replacement canopy fabric made of?
  2. How do I properly care for my canopy?
  3. Do you offer material samples or color swatches?
  4. Are you the original manufacturer of my gazebo/swing/umbrella?
  5. Can I buy your products at a local store?
  6. Can you make a custom canopy for my gazebo/swing/umbrella?
  7. Can I get replacement parts for my gazebo/swing/umbrella?
  8. Can I purchase the fabric only for my patio set?
  9. What is meant by the term "Denier"?
  10. If a canopy and mosquito netting set is ordered, do the hooks come with the mosquito netting set?
  11. I do not need the canopy. Can I purchase the mosquito netting only?
  12. Is the color of the replacement canopy the same as the original canopy that came with the gazebo?
  13. Is the Garden Winds replacement canopy machine washable?
  14. There are different prices and options for the same gazebo replacement canopy that I'd like to order. What are the differences between them?
  15. What is the California Proposition 65 cancer warning about?
  16. What is Sunbrella fabric?
  17. What is the difference between Sunbrella canopies and RipLock canopies you offer on your website?
  18. I no longer have the plastic caps to attach to the ends of the roof poles of my gazebo to protect it from poking through the canopy fabric. Are there any suggestions as to how to prevent these ends from ripping through the pockets of my replacement canopy?

  1. What is the replacement canopy fabric made of?

    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.

     



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  2. How do I properly care for my canopy?

    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.



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  3. Do you offer material samples or color swatches?

    Upon request, we can mail material samples of our regular grade, RipLock 350 and RipLock 500 canopies. We can also send color swatches as well. In addition, we can also mail out the color swatches of the material that the patio cushions are made of.

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  4. Are you the original manufacturer of my gazebo/swing/umbrella?
    We are not the original manufacturer of your gazebo. We are an independently owned online retailer that provides aftermarket replacement canopies for a wide variety of gazebos, swings and umbrellas. We are not affiliated with the original manufacturer or the retailer where the gazebo/swing/umbrella was purchased. "In general", our canopies are 20-30% more durable than the original that comes with the gazebos/swings/umbrellas.

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  5. Can I buy your products at a local store?
    Our replacement canopies and cushions are only available through our website. We do not resell our products through any chain outlet.


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  6. Can you make a custom canopy for my gazebo/swing/umbrella?
    We do not produce single custom canopies as it would not be cost-effective to our customers. Our replacement canopies are mass produced. 

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  7. Can I get replacement parts for my gazebo/swing/umbrella?
    Since we are not the original manufacturer of the gazebos/swings/umbrellas, we do not carry replacement hardware.

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  8. Can I purchase the fabric only for my patio set?

    Our swing and patio cushions include the fabric and cushion and cannot be sold separately. Shipping rates vary for the cushions, depending on the shipping zip code and the cushions' dimensional and physical weight. Estimated shipping rates can be calculated before checkout.


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  9. What is meant by the term "Denier"?

    Denier is a measurement that is used to identify the fiber thickness of individual threads in a fabric. It determines the weight and durability of that fabric.


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  10. If a canopy and mosquito netting set is ordered, do the hooks come with the mosquito netting set?

    The hooks are not included with the mosquito sets.


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  11. I do not need the canopy. Can I purchase the mosquito netting only?
    We do offer the netting only for purchase. Please make sure that you have the correct model number for your gazebo. The way in which the netting is assembled on a gazebo varies for each make and model. We can sell the netting separately, but since we are breaking up the canopy and netting set, the sale on the netting sold separately is FINAL and cannot be refunded, returned, or exchanged. In addition, the color of our fabric may not be an exact match to your canopy. For pricing and shipping information, or to place an order, please call us at toll free 877.479.4637 Monday through Friday 6:00am to 5:00pm Pacific Standard Time.

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  12. Is the color of the replacement canopy the same as the original canopy that came with the gazebo?
    Since Garden Winds is not the original manufacturer of your gazebo and canopy, we do not offer the replacement canopy in the original color or fabric. Most replacement canopy models are available in a neutral Beige color. Select models are available in designer colors-please see the product description for additional color choices.


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  13. Is the Garden Winds replacement canopy machine washable?
    As our replacement canopy is manufactured differently than a piece of clothing, it is not recommended that you wash the canopy in the washing machine as it will destroy the fabric. If you need to clean your canopy, we suggest that you take a soft brush and mild soap and water and clean the areas that are dirty. Or you can purchase an outdoor fabric cleaner such as 303 Fabric Cleaner Concentrate.

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  14. There are different prices and options for the same gazebo replacement canopy that I'd like to order. What are the differences between them?

    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”.



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  15. What is the California Proposition 65 cancer warning about?
    In 1986, California voters approved an initiative to address their growing concerns about toxic chemicals.  The initiative that passed became the Safe Drinking Water and Toxic Enforcement Act of 1986 (Proposition 65). Proposition 65 requires businesses to notify Californians if a product they sell contains a chemical that is on the State’s published list of chemicals known to cause cancer or birth defects or reproductive harm.  While this warning may raise concerns to non-Californians, it is quite ubiquitous and normal to people who live California.  These warnings appear everywhere in Californian’s daily lives.  From restaurants, hotels, consumer products to chemicals products, if a product or environment contains even a trace amount of a chemical, the warning requirement is triggered.  Many businesses display the warning even if the trace amounts are not enough to trigger the warning requirement.  It is not unusual to see these warning signs displayed at the entrance of a hotel, or by the salad dressing in a salad bar. 

     

    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.



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  16. What is Sunbrella fabric?

    Sunbrella fabric is used for all types of shade structures, commercial awnings and boats and is designed to have a long lifespan. Sunbrella is made out of 100% solution- dyed acrylic fiber. Acrylic fiber will maintain its strength when exposed to ultraviolet (UV) rays over a long period of time. Sunbrella canopies are fade and rip resistant, and easy to clean. Sunbrella is treated with a fluorocarbon finish for water repellency, making the canopies water resistant. Sunbrella canopies are also mold and mildew resistant, as well as stain resistant.

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  17. What is the difference between Sunbrella canopies and RipLock canopies you offer on your website?

    Sunbrella canopies are made out of acrylic fiber. RipLock canopies are made out of polyester fiber.

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  18. I no longer have the plastic caps to attach to the ends of the roof poles of my gazebo to protect it from poking through the canopy fabric. Are there any suggestions as to how to prevent these ends from ripping through the pockets of my replacement canopy?
    We suggest that you take heavy duty masking or duct tape and wrap it around the edges of the roof pole before installing the canopy. This should help it from causing any wear and tear on the replacement canopy. 

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  1. How do I locate the model number of the Garden Winds replacement canopy?
  2. How do I find my gazebo/swing/umbrella's model number?
  3. When will I be contacted for the survey for a canopy not on the website?
  4. How do I determine which umbrella replacement canopy will fit my frame?

  1. How do I locate the model number of the Garden Winds replacement canopy?

    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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  2. How do I find my gazebo/swing/umbrella's model number?

    The manufacturer's name and model number are usually located on a tag on the original canopy or in the original assembly/instructions manual found inside the box the gazebo came in.

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  3. When will I be contacted for the survey for a canopy not on the website?
    Due to the large volume of surveys that Garden Winds receives, we are not able to respond to all inquiries. Our product development team reviews survey trends before determining to go forward with a particular design. Be sure to include accurate information in your survey request to enable us to contact you if we need to. 

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  4. How do I determine which umbrella replacement canopy will fit my frame?
    We recommend you use the model number of your umbrella to find the correct replacement canopy. The model number can be found in your original instructions manual. 

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  1. How do I check the status of my order?
  2. Can I pick up my order?
  3. Is your website secure?
  4. What browser requirements are there to view your website?
  5. Is the website available on my smart phone or tablet?

  1. How do I check the status of my order?

    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.

     



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  2. Can I pick up my order?

    In light of the current COVID-19 (coronavirus) epidemic, we will not be able to offer in-person service to customers. There will be no in-person pick-ups or returns accepted. Please contact us by phone or by email. 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.



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  3. Is your website secure?
    We use industry-wide accepted technology that encrypts the personal information you provide to process your order. Beginning with the initial checkout page, a small "lock" icon appears on the bottom right of your browser. This icon signifies that the 256-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. Furthermore, the security of our site is verified daily by GeoTrust. This can be checked by simply clicking on the "Secured by GeoTrust"" icon on the bottom right hand corner of our website.

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  4. 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 Navigator4.5 or later, Microsoft Internet Explorer 5.0 or greater, Mozilla Firefox, AOL 4.0 or later, AOL 5.0 for Macintosh, or Google Chrome.


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  5. Is the website available on my smart phone or tablet?
    Our website is also designed to be mobile friendly with ease for navigation on smart phones and tablets

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  1. What are my payment options?
  2. When will my credit card be charged?
  3. Do you charge sales tax?
  4. What is your Security Policy?

  1. What are my payment options?
    We accept payment via VISA, MasterCard, Discover, American Express, money order and personal check. Our website accepts payment via credit card only. For payment using alternative methods, please call us at (877) 479-4637. Unfortunately, we do not accept PayPal at this time.

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  2. When will my credit card be charged?
    Your credit card will be charged once your order is ready to be shipped.


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  3. Do you charge sales tax?
    If applicable, we charge sales tax based on your state's tax rate. Note that this does not apply to all 50 states.


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  4. What is your Security Policy?
    We are committed to ensuring that your information is secure. In order to prevent unauthorized access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure any information we might collect online.

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  1. What does ground shipping entail?
  2. Do you offer expedited shipping?
  3. Why are shipping charges so high for some items?
  4. How do I check the status of my order?
  5. How long will it take to get my order?
  6. When will my backorder ship?
  7. What is your Christmas holiday shipping schedule?

  1. What does ground shipping entail?
    We offer ground shipping for canopies at a special rate of $9.95 for deliveries to the contiguous U.S. Exclusions may apply to Hawaii and Alaska "Ship to" addresses. Please see calculated shipping charges during checkout. Shipping rates of all other products will be calculated during checkout and vary depending on the item and shipping address. Orders shipped via Ground are delivered within one (1) to seven (7) business days from the date of shipment depending on the location we are shipping to.

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  2. Do you offer expedited shipping?

    We offer expedited shipping via UPS on a number of items. We offer Overnight, 2 Day, and 3 Day.

    All Overnight, 2 Day, and 3 Day orders will be processed the same day if placed before 1:00pm Pacific Standard Time. If the expedited order is placed after 1:00pm Pacific Standard Time, the order will be processed the following business day. Due to UPS limitations: Overnight, 2 Day, and 3 Day orders placed on Saturdays, Sundays, or holidays cannot be shipped from our distribution center until the next business day. UPS will only deliver Overnight, 2 Day, and 3 Day orders Monday through Friday. UPS does not deliver Overnight, 2 Day, and 3 Day orders on Saturdays, Sundays, or holidays.



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  3. Why are shipping charges so high for some items?

    UPS calculates their ground and express shipping rates on dimensional weight and physical weight, whichever is greater. For example, a box of bulky items that physically weighs 10 pounds may have a dimensional weight of 70 pounds. Therefore, a lightweight item that occupies a lot of space may have a higher shipping charge.

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  4. How do I check the status of my order?

    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.



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  5. How long will it take to get my order?

    Our products ship from multiple warehouses throughout the country. Please allow up to seven (7) business days from receipt of order to receive your entire order. If, after seven (7) business days, you have not yet received your entire order, please call us at (877) 479-4637. 

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  6. When will my backorder ship?

    Our website is updated regularly to reflect real time information regarding inventory. If you place an order for a backordered item, you will receive an e-mail notification. Your card will not be charged until the product is ready for shipment. You will also receive an e-mail notification if there is a change in the arrival date. 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 back in stock.

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  7. What is your Christmas holiday shipping schedule?

    To guarantee delivery by Christmas Day, orders must be placed no later than December 11th, 1:00PM PST. Express shipping options may not be available for all items because our orders ship from various distribution points across the U.S. For help with making sure that your gift arrives on time, please contact a customer service representative at (877) 479-4637 Monday - Friday 6:00AM - 5:000PM Pacific Standard Time to help you with expedited shipping quotes.

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  1. Do you offer a warranty?
  2. What is your return policy?
  3. I received my order and some of the product(s) is/are damaged and/or defective. What should I do?
  4. Do you charge a restocking fee on returns?
  5. When will I get my refund for an item I returned?
  6. How do I cancel my order?
  7. I refused my package upon delivery. Will I be issued a full refund?
  8. Am I able to receive a price adjustment?
  9. What is the warranty for Garden Winds Sunbrella Replacement Canopy?

  1. Do you offer a warranty?

    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 75% 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!

     

    Time from Date of Purchase

    Warranty Offer

    Within 6 months

    One-time replacement canopy

    Within 6 to 12 months

    75% credit towards purchase of new canopy (same model)

     

    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.

    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.

    If you will experience severe weather, we strongly suggest that you remove the canopy from the frame and store in a cool, dry place until you are ready to enjoy it again. This will help avoid rips and tears, as well as sagging of the canopy due to rain and snow. Leaving the canopy on the frame during heavy rain or snow may cause the gazebo frame to collapse.

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  2. What is your return policy?

    We only accept returns for canopies and cushions, and outdoor living items that are unused and are in good, resalable condition up to 30 days from date of receipt of the merchandise. Outbound and return shipping costs on non-defective items are the responsibility of the customer. When shipping your order back to Garden Winds using a carrier such as FedEx, UPS or the United States Postal Service, we recommend that you request a tracking number to enable you to verify that we have received your return. Please note that Garden Winds is not responsible for any returned items lost or damaged in transit. Upon receiving the return, we will inspect the replacement canopy to verify that the product was returned unused and in good condition. We will then proceed with processing a refund to the credit card on file for the merchandise amount. Returned items that are found to be damaged or used may not receive a full merchandise refund.

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  3. I received my order and some of the product(s) is/are damaged and/or defective. What should I do?
    Upon receipt of item, please inspect the product carefully and note or document any damage or defects. Please email us a photo of the damaged or defective item(s) us within 14 business days of receipt. Email photos, along with your order number to customerservice@gardenwinds.com, and we will address your issue within 24 to 48 hours of receipt of email.

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  4. Do you charge a restocking fee on returns?
    There is no restocking fee on returns.

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  5. When will I get my refund for an item I returned?

    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.



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  6. How do I cancel my order?

    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. 



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  7. I refused my package upon delivery. Will I be issued a full refund?
    If an item that is scheduled to be delivered is refused, the carrier will send the item back to our warehouse in Benicia, CA. If a package is refused, the cost of the return shipping will be deducted from the merchandise amount.

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  8. Am I able to receive a price adjustment?

    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.



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  9. What is the warranty for Garden Winds Sunbrella Replacement Canopy?

    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.

     Time from Date of Purchase
     Warranty Offer
     Within 1 - 3 years  One-time-replacement canopy
     Within 4 - 5 years  50% credit towards the purchase of a new canopy 

     

    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.

     



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