Shipping & Returns

GENERAL SHIPPING POLICY

• ALL in stock orders are processed immediately, and cannot be canceled or changed. Although orders are processed immediately, they ship within 3 to 5 business days.
• ALL orders placed on the weekends and/or holidays will not ship until the next available business day.
• ALL express shipping orders placed before 1:00PM Pacific Standard Time Monday through Friday will ship the same day, excludes weekends and/or holidays.
• UPS delivers Ground, 2 Day, and 3 Day orders Monday through Friday ONLY. UPS does not deliver on Saturdays, Sundays, or holidays.
• Express shipping does not include the day the order is shipped.
• Express shipping is not available for all item(s).
• Ground shipping for replacement canopies only is a flat rate of $9.99. Excludes Hawaii and Alaska.
• Ground shipping takes approximately one (1) to seven (7) business days for delivery.
• Shipping on all other item(s) will need to be calculated when a complete shipping address is entered upon completion of checkout process.
• It is the responsibility of the customer to verify the shipping address is correct prior to completing their order. Customer may incur additional charges to have the shipping address changed if it is incorrect. Garden Winds is not responsible for any charges due to customer error.

Garden Winds Canada Shipping is Quick and Easy!

The prices on our website are in USD and the shipping charges include:

• UPS shipping of your order
• Canadian Customs Clearance Fees
• Duties Provincial Tax and GST (Harmonized Tax where applicable)
• Payment to Canadian government of any other applicable fees related to delivery to your door

Because the shipment originates in the United States, the package needs to clear customs when entering Canada. Garden Winds predominantly uses UPS as its exclusive international carrier and customs broker. Garden Winds has partnered with UPS because of their expediency, proven reliability for on time delivery, efficiency in customs clearance and convenient tracking capabilities.

We have prepaid all duty and taxes for you, and generally the package is delivered to you without further contact from the carrier. Occasionally, you may receive a call from a UPS representative, confirming your consent to allow them to process custom brokerage services for your order. Garden Winds strongly recommends that you confirm the use of their brokerage services to clear customs for your package for the following reasons. First, we have prepaid the brokerage service for you. If you choose another brokerage service, you may incur additional expense for delivery of your package. Second, UPS has a proven track record for reliability and efficiency for customs clearance for packages entering Canada.

GENERAL RETURN POLICY

We accept returns within 30 days of receipt. No RMA (Return Merchandise Authorization) is needed. Please be advised that returns on some items may incur a restocking fee.

• Outbound and return shipping costs on returned merchandise are non refundable.
• If, within 14 days of receipt, you receive a damaged or defective item(s), please email us photos of the damage or defect to customerservice@gardenwinds.com. Please be sure to include your order number in the email. 
• All returned merchandise must be in new, unused and in resalable condition.
• Garden Winds offers a prepaid UPS return label on some of our item(s). If this prepaid option is available for your item(s), you will receive a prepaid return shipping label along with your order. Please note $12 will be deducted from your refund if the UPS return shipping label is used.

CANADA RETURNS:

Return the canopy or winter cover. IMPORTANT, PLEASE READ: Because this is an international shipment, initial and returning shipping costs on non-defective items are the responsibility of the customer. When shipping packages back to Garden Winds, we recommend using a carrier that allows you to pre-pay for customs brokerage services. We also recommend that you request a tracking number when you ship the item you are returning. This will enable you to verify that we have received it. Please note: Garden Winds is not responsible for any returned items lost or damaged in transit. Also, should any fees, duties, and taxes associated with the return shipment be paid by Garden Winds to complete the return delivery to our warehouse, such fees will be deducted from the refund.

WINTER COVER, REPLACEMENT CANOPY, and CUSHION RETURN POLICY

• If you simply do not want the winter cover, replacement canopy, and/or cushion you ordered, please follow the return instructions below.

• For returning the canopy, proceed to Replacement Canopy Return Instructions.

• For returning the winter cover/cushion, proceed to Replacement Winter Cover/Cushion Return Instructions.

• If you return the canopy, winter cover and/or cushion in good condition, we will refund you the product price less shipping charges. We only accept returns for canopies, winter covers, and cushions that are unused and are in good, resalable condition.

• If you believe that you purchased the wrong custom replacement canopy because your custom replacement canopy does not fit, return the canopy to us. We want to help you find the RIGHT replacement canopy for your gazebo. Please text 707.800.4992, email customerservice@gardenwinds.com or call us toll free 877.479.4637 if you need help finding the right canopy.

• If you purchased a custom replacement canopy and it does not fit, and you are confident that you bought the correct one, please:  Send a photo of your gazebo and a photo of where your model number is located (found on assembly instructions manual or tag on original canopy) via text 707.800.4992 or email customerservice@gardenwinds.com

REPLACEMENT CANOPY RETURN INSTRUCTIONS

• Use the original box the canopy arrived in, or any plain, unmarked cardboard box to ship your return.

• If the box has any existing shipping labels, stickers, or other materials on it from previous shipments, please remove them.

• Please make sure to include a copy of your pick list inside the box. If you do not have your pick list, please write your name and order number on a piece of paper and stick it inside the box with the folded up canopy.

• Tape and seal the box for shipment.

• Choose a return method:

           Option A: Use the enclosed UPS return shipping label – Available only for some items ($12 will be deducted from your refund)           

           Option B: Use a shipping carrier of your choice (UPS, FedEx, or United States Postal Service)

• If you are using the enclosed UPS Return Label (available only for some items):

          Attach the new return shipping label to the shipping box.

          Take the box to your nearest UPS location.

          $12 will be deducted from your refund for using the enclosed UPS return shipping label. 

• If you are shipping through a carrier of your choice:

           Return the item to:

          GARDEN WINDS
          Attn: Returns Department
          4950 East Second St
          Benicia, CA 94510

         We recommend requesting a tracking number for your return.

         Please note that you may pay more for return shipping costs when returning an item back to Garden Winds than the initial cost to ship the item out to you.

• Please allow five (5) to seven (7) business days for your return to reach our warehouse.

• Please allow three (3) to five (5) business days from the time we receive your return to issue the refund.

• Once the refund is issued, we will send an automatic confirmation by email. For customers that did not provide an email address, please call Garden Winds Customer Service at toll free  877.479.4637 within 7-10 business days of sending your return in order to request the status of your refund.

• Please note that Garden Winds is not responsible for any return items lost or damaged in transit.

• As long as Garden Winds receives your canopy in good, resalable condition, we will refund the FULL merchandise price of the item, PLUS all applicable sales tax, LESS all shipping charges. $12 will be deducted from your return if our enclosed UPS return shipping label is used.

• Please be advised that merchandise returned damaged, dirty or used may not receive a full merchandise refund.

• Please also be advised that shipments that are refused and are returned to our warehouse will be subject to a deduction of the cost of the freight amount.

REPLACEMENT WINTER COVER/CUSHION RETURN INSTRUCTIONS

• Use the original box the winter cover or cushion arrived in, or any plain, unmarked cardboard box to ship your return.

• If the box has any existing shipping labels, stickers, or other materials on it from previous shipments, please remove them.

• Please make sure to include a copy of your pick list inside the box. If you do not have your pick list, please write your name and order number on a piece of paper and stick it inside the box with the folded up canopy.

• Tape and seal the box for shipment.

• Return the winter cover or replacement cushion using a shipping carrier of your choice. We recommend you use UPS, FedEx or the United States Postal Service (USPS).

• Return the item to:

           GARDEN WINDS
           Attn: Returns Department
           4950 East Second St
           Benicia, CA 94510

          We recommend requesting a tracking number for your return.

          Please note that you may pay more for return shipping costs when returning an item back to Garden Winds than the initial cost to ship the item out to you.

• Please allow five (5) to seven (7) business days for your return to reach our warehouse.

• Please allow three (3) to five (5) business days from the time we receive your return to issue the refund.

• Once the refund is issued, we will send an automatic confirmation by email. For customers that did not provide an email address, please call Garden Winds Customer Service at toll free  877.479.4637 within 7-10 business days of sending your return in order to request the status of your return.

• Please note that Garden Winds is not responsible for any return items lost or damaged in transit.

• As long as Garden Winds receives your winter cover or cushion in good, resalable condition, we will refund the FULL merchandise price of the item, PLUS all applicable sales tax, LESS all shipping charges. Please be advised that merchandise returned damaged or used may not receive a full merchandise refund.

• Please also be advised that shipments that are refused and are returned to our warehouse will be subject to a deduction of the cost of the freight amount.

CANADA RETURN INSTRUCTIONS:

We accept returns within 30 days of receipt. NO RMA (RETURN MERCHANDISE AUTHORIZATION) IS REQUIRED! When returning your replacement canopy or winter cover, please follow these instructions to ensure prompt delivery and refund.

Please return the merchandise to:

GARDEN WINDS
Returns Department
4950 East Second St
Benicia, CA 94510

Upon receiving your return, we will inspect the replacement canopy or winter cover to verify that the product was returned in good condition. We will then proceed with processing a refund to the credit card account on file. As long as we receive the returned merchandise in good condition, we will issue a refund of the purchase price LESS the cost of all outbound and return shipping, duties, and customs brokerage. Please note all refunds on returned merchandise are subject to a $50.00 (USD) deduction per item to recover our cost of shipping, duties, and custom brokerage.  

Please be advised that returned merchandise received in poor or dirty condition will not be refunded.