Breeze Support (Pair)

Order Confirmation

It is never been more convenient to place order on Diver To Shade. When you place the order via our website or representative, you will receive a confirmation text or email. .

Shipping and Delivery

All items over 150 lbs will be delivered by fright carrier, others will be shipped by parcel shipping (UPS/FedEx Ground). Due to the size and weight of items, it might take some times for you to receive a tracking number after you place an order.

Our team is working hard to process your order in the mean time before tracking number be generated. It is possible that your item will deliver to door without tracking information.

You can use our tracking system to locate your item once the tracking number is available. Please know that if you do not receive tracking number after 7 days of confirming your order, feel free to contact us.

There is possible to receive separate tracking numbers for one order if you purchase items with different brands.

•LTL Standard Shipping (Motor Freight)

We ship heavy item to residential and commercial address. Please provide guideline for business address such as business hours, and where to put your item. According to our experience, the commercial address can be delivered with better condition than residential because of larger and safety unload space. The Liftgate service is available for residential address, the driver will help customer unload the freight from truck and put on the driveway or empty place, check below for charge detail for different brands.

Please inform that if you keep the option of "Standard LTL Shipping" or "Appointment Standard Shipping" for residential address, the driver may drop the freight at your driveway or Curbside (urban area) , and open space in the front of your house/gate (Rural Area) only due to a truck simply cannot drive farther than the curbside due to low hanging trees, narrow driveways or any property damage. The driver also has no responsibility to help you unload the freight.

Please aware that our shipping partner will notify you the delivery. It is your responsibility to provide us correct and working contact phone number and ensure

•Someone Must Be Present: You or someone else authorized must be present to unload the shipment if deliver to door. Exact delivery date will be arranged via phone by freight company.

•Please note that before signing Proof Of Delivery you would have to make sure that the order was delivered without any damage and all products were delivered to you. In case if there is damage or some items are missing from the pallet you would have to document it on the proof of delivery before signing it in order to file a claim for the replacement parts and not being charged extra for the shipping.

•ALL damages or missed items have to report to us within 5 days after delivery and 3 days after date of pickup from terminal.

•Once delivery time scheduled with the carrier, any change that trigger the redelivery and the second appointment fee will 100% bill to the customer.

•Shipping Policy by Brand

Riverstone Industries (MONT): Free UPS Ground Shipping to U.S. continental only including greenhouses and accessories.

Canopia: Free Standard Fedex Ground & LTL Shipping (Residential Delivery and Appointment Included) to U.S. continental states only.

Exaco (Bali & Rondo): Free curbside delivery to U.S. States for all greenhouse (Include Lift-Gate and Appointment Delivery) . $400 to $700 Charged for Inside or Garage Delivery or White Glove Delivery depends on area and carrier.

•Parcel Shipping (UPS & FedEx Ground)

•Please aware that UPS/FedEx will not contact your for scheduling before delivery, please track the package on our tracking page for expect deliver time.

•Contact us if you do not see you package with "Delivered" status on carrier's page.

•Refusal

•Please do not refuse LTL shipment if you notice any issues. Instead, write down everything to POD and let us know as soon as possible so we can process any claim needed.

•If you see any issues on the ground parcel shipping, do not refuse it, take the picture and send back to us as evidence, we will work with brands to take care of it.

•Please aware 15% of restocking fee plus shipping charge back to warehouse due to refusal will bill to customer from Dive To Garden.

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In line with our commitment to customer satisfaction, we will replace or exchange any damaged item.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, please contact us first to create a RMA. Our experts will provide shipping address and other informations. There are certain situations where only partial refunds are granted: (if applicable) * Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Palram & Poly-Tex: Poly-Tex.inc will accept returns up to 30 days after purchase. Contact us or Poly-tex customer service for return. A photo is required before issuing an RMA so we can verify

1. Small Parcel: The product is in its original packaging.

2. LTL shipment: The product is in its original packaging and strapped to a pallet.

Poly-Tex is not responsible for the return freight and 20% restocking fee will apply. Product must be un-used and in the original box. Free part exchange due to shipping damage or manufacturer defect.

Riverstone: Returns or cancellations must have the prior approval and must be for justifiable reasons. Please contact us first. A 30% restocking fee will be applied for orders canceled within 15 days after order and return. All Products MUST BE returned with everything it came with, including original boxes, packing materials, manuals, blank warranty cards, and other accessories. Riverstone Industries Corporation reserves the right to refuse the return of incomplete Products. The customer is responsible for the cost of shipping returned items back. Free part exchange due to shipping damage or manufacturer defect.

Exaco (Juwel, Aeroplus,Thermo, Janssens, Haklartherm): 20% restocking charge. Must in original package with good condition. and get approve from us prior return to warehouse. Buyer has responsibility for return shipping cost. Free part exchange due to shipping damage or manufacturer defect. .

Always receive the delivery first and contact us with any questions. Customer has full responsibility for the potential result of this situation include but not limited to pick up the package in person from nearest location, the shipping cost, processing fee, and restocking fee will be deducted if customer request refund. DO NOT REFUSE ANY DELIVERY.

Order Cancellation

You can change and cancel your order after placing until we process it. Once we processing your order, 3% of non-refundable processing fee will apply if you request cancel the order.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

•Credit/Debit Card ( including Apply Pay,Google Pay and PayPal)

If you are approved, then your refund will be processed, and credits after deduction of restocking fee and 3% of non-refundable processing fee will automatically be applied to your card within a certain amount of days. (up to 10 business days).

•PayPal Credit/Balance

If you are approved and refund processed, the credits after deduction of restocking fee and 3% of non-refundable processing fee will show to your PayPal account within 5-7 business days.

Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@divetoshade.com. Exchanges (if applicable)

If you need to exchange it for a new item, send us an email at info@divetoshade.com and request the shipping label. You have a responsibility to pay the shipping costs if the exchange is not caused by our fault. If you need to exchange the damaged item, follow the rule above to get a shipping label, we will cover the cost.

Defective or Missing Parts

Contact us for further assistance within 5 days of delivery and 2 days after pickup from terminal if appilicable.

Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. Return Shipping You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Replacement Request Approval for Missing/Undelivered Small Parcel Cases

Policy Overview:Replacement requests for cases reporting non-receipt or loss of small parcels will be subject to approval based on the conclusive results of the carrier's final investigation.

This policy underscores our dedication to fair and thorough assessments, ensuring that the resolution aligns with our commitment to customer satisfaction.

Decision Criteria:The approval or denial of replacement requests will be based solely on the final and conclusive results of the carrier's investigation. This approach ensures objectivity and fairness in our resolution process.

DisclaimerDivetoshade.com is not liable for consequential or other damages including but not limited to personal injury, damage, loss, or any other expense directly or indirectly arising from the use of, or inability to use, the products we offer either separately or in combination with other products. We assume no responsibility for failure due to improper installation. All other warranties expressed or implied, whether oral or written, including but not limited to warranties for fitness or merchantability for a particular purpose are expressly excluded

Updated: 07/07/2024

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