Custom-Designed Pergola

Shipments to the Contiguous USA

All shipments within the contiguous USA ship for a flat fee of $499 (although we sometimes run sales that make shipping FREE).

In rare instances where freight shipping costs are abnormally high (primarily due to supply-vs-demand issues) and we would lose money fulfilling your order, we may need to contact you about the abnormally high shipping costs. If that occurs, you will have the choice whether to pay an additional amount to cover excess shipping charges OR cancel the order for a full refund.

Shipping times can vary based on location. We try to ship out all orders within 3 weeks of ordering but, because all of our pergola kits are custom made to order, it can sometimes take a week or so longer. We will stay in close contact with you to make sure you are aware of when your pergola kit should arrive. We will email you a receipt when you place your order & will email you again if there are any shipping delays. Further emails will come when your pergola kit has shipped & tracking information is available.

IMPORTANT INFORMATION:

You will be contacted by the contracted Freight Line to schedule your delivery. Because of the value of the pergola, you are required to be present to receive the shipment.

Residential customers : You will need to open the package and unload everything (including the beams, rafters, and posts) by hand. Accessories, caps and fasteners are included in separate boxes. You should verify each component against your packing list and note any missing or damaged items on your packing slip before signing.

Commercial customers : If you have a forklift, we encourage you to use it to unload items from the truck. If not, you can follow the same procedure as residential customers.While a single person that can lift up to 80 pounds could unload the truck on their own, we recommend having a helper. Please note that the driver of the truck is not required to help (although sometimes they will).

Unfortunately, we are not able to offer White Glove Delivery services at this time.

If condition and quantity of your freight is acceptable, the driver will ask you to sign the delivery receipt. The driver will give you a copy, and take the original signed copy as proof of delivery. A signed delivery receipt without exceptions noted on the delivery receipt is called a clear delivery. Clear delivery means that there were no shortages and no visible damage at the time of delivery and the transaction is complete. Singing the delivery receipt without noting any damages waives your right to any replacements or refunds due to shipping damage.

Shipments to all other areas

Unfortunately, we do not offer shipments to Alaska, Hawaii or any international locations at this time.

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Your satisfaction is our top priority. Our pergolas are made with the finest quality materials so we rarely have any problems. But if your item is damaged or defective in some way, we are more than happy to assist you. Because our pergola kits are custom made to order, we do not accept returns . We recommend doing a detailed assessment of your site, climate, and installation needs before you make your purchase from us.

I want to cancel my order: If you decide you want to cancel your order and we haven't begun the process of building your pergola kit yet, we can cancel your order with no penalty and issue you a full refund. Typically, the process of building your pergola kit begins within 24 hours of ordering.

An item appears to have been damaged during shipping: If anything in your shipment appears to have been damaged during shipping, we are more than happy to assist you. Please take a picture of the damaged pieces and be sure to keep all packaging materials in case a shipping claim needs to be filed. Discarding shipping materials or box contents waives your right to get your product replaced. If your product is damaged, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out a replacement product at no cost to you.

I want to return my pergola kit: As stated above, because our pergola kits are made to order, we do not accept returns . We recommend doing a detailed assessment of your site, climate, and installation needs before you make your purchase from us.

Contact - Sunset Pergola Kits - Checkout