FAQ is meant as a convenient place to find the answers to our most common
specific and detailed with additional information.
you sell replacement parts?
speaking we do not sell replacement parts. The major exceptions to this are
don't you sell replacement parts, and where can I find them?
largest reason we do not sell replacement parts is that there are many similar
looking sets from various manufacturers and the likelihood of ordering the
wrong part, or the right part for the wrong piece is extremely high over the
phone or online. We recommend either the dealer you purchased the items from,
or a local dealer for replacement parts. Most manufacturers have dealer
locators on their websites. Simply search by your zip code or area. Many local
dealers offer repair services as well.
will my furniture ship?
depends on the size and weight of the product. Smaller items ship UPS or Fed Ex
and larger items and sets will ship with a freight carrier of our choice, most
likely in a tractor trailer. When shipping options such as whiteglove service
or overnight shipping are available, we will have those options open to you.
will my furniture arrive?
page for a given item we have a general figure for when an order will ship. As
the majority of our items are made to order, an exact shipping date cannot be
determined until the order ships. Once the order is placed we will receive an
estimated shipping date from the manufacturer based on their current production
load and the options specific to your order.
is the product warranty/guarantee policy?
warranty information will vary based on the specific manufacturer and item,
please refer to each specific product info page and click on the “Product
much is the shipping cost in continental United States?
shipping is FREE to contiguous states within the Unites States on orders of
$500 dollars or more.
much is the shipping cost outside of continental United States?
will be a shipping cost for all orders shipping outside of contiguous United
States. On the checkout page you will be able to see the shipping cost before
placing your order.
will my product be delivered?
offer the following freight delivery methods:
UPS/FedEx – This method applies to items with size and/or weight small enough
to be handled by these carriers. You will be able to track your delivery using
standard UPS/FedEx tracking numbers using www.UPS.com or www.FedEx.com
Freight Delivery - Freight delivery is made for items with size and/or weight
too large for small package carriers such as UPS or FedEx. Deliveries will be
made during normal business hours and the delivery agent will contact you in
advance to schedule a convenient time of delivery. There are two freight services
that we offer:
Curb Side Delivery – This is our standard shipping method of delivery for items
with size and/or weight too large for small package carriers such as UPS or
FedEx. The delivery agent will contact you in advance to schedule a delivery
time that works for you. The items will be dropped off on the driveway of the
house and it will be your responsibility to move the items into your desired
White Glove Delivery – This is a premium service of delivery that includes
special handling and placement, and is not available for all items. At a
minimum white glove delivery includes bringing the order to the threshold, or
the first dry location (such as a garage).
if my shipment is damaged or I have a warranty issue?
extremely rare case of your shipment arriving damaged, please document the
damages incurred and contact us immediately to resolve the situation. If the
carton is severely damaged, you have the option to refuse delivery. Your
satisfaction is very important to us and we will do everything possible to
resolve these types of situations. If the damage is not discovered immediately
at the time of the delivery, we allow 15 days after the delivery for customers
to find the damage and send us a claim with supporting documentation and
photos. Review and approval can take up to 10 days for the claim. Depending on
the type of damage or flaw in the order replacement parts may be sent, or a new
piece sent. Warranty claims will follow the same procedure, but the length of time
allowed for warranty claims will of course reflect the warranty period for the
can I view order status?
can view your order status by logging in to your account and clicking on order
is the cancellation policy?
cancellations must be submitted via phone no later than 24 hours after order
placement. After this point restocking fees can apply to the order.
is my fabric/ finish different in person than what I saw on the screen?
are many factors that go into how a fabric or finish will look on your screen.
The lighting conditions when the picture was taken, the quality of camera and
lens used to take the picture. Your personal monitor settings, and even the
angle you are viewing the monitor from can all influence how the fabric and
finish look on the site. While we do try to provide online samples that are
representative of the fabrics and finishes, it is always best to request a
is the difference between the different fabric grades?
fabric grades are primarily a price difference on most items when comparing
fabrics by the same manufacturer. Some fabrics are simply more labor and
material intensive to produce than others. There are some exceptions and these
are usually reflected in the fade warranty on a particular brand of fabric.
will I be notified of my order shipping?
usually receive tracking information for an order the day after it has shipped,
and pass that information to you as quickly as we can.
did the shipping date change?
the dates we give are estimates. The first date you receive will be the general
estimate based on our experience with the specific item or manufacturer. Once
your order enters production we will receive an updated estimate from the
manufacturer based on their current production times for the specific items.
You may receive an update if there are any unforeseen production delays as well.
When the item ships you will also receive tracking information as well. We
usually receive tracking information the next business day after an order
leaves the manufacturers dock.
can't I get an exact shipping date instead of an estimate?
vast majority of our products are made to order. Because of this there are any
number of factors which might result in a shipping delay. From mechanical
breakdowns in the production line, to human error, even to weather temporarily
preventing production or shipping.
you check on the stock a particular manufacturer has for an item?
of course ask about stock for a particular item with a particular manufacturer.
However the availability of a particular item may change in between the time we
inquire and the time the order is placed. The term “in stock” is also a bit of
a misnomer for the majority of the items that we sell. It generally refers to
the availability of the component pieces of an item rather than the finished
is the return policy?
We will accept returns of new, unused items within 30 days of the delivery for a refund. If there was an error on our part, we will pay the return shipping costs, otherwise we will charge the shipping and handling costs both ways. For custom products 15% restocking fee will apply. Custom products are defined by options at the item detail page, such as finish and fabric. Please visit Contact Us or call us to initiate the return process,
are the dimensions on the replacement cushions?
replacement cushions we sell are made by the original manufacturer specifically
for the collection in question. Because of the number of similar collections
which might have the same overall dimensions, but different shapes we choose
not to have the dimensions on hand even when they are available. If you know
you have pieces from the [collection] by [manufacturer], you can order the
cushions for that collection knowing they will fit. There are a couple
exceptions this in the universal cushions available from some manufacturers.
Those dimensions are listed.
are the items I received slightly different in dimension than what is listed?
dimensions we use are provided to us by the individual manufacturers. Every
manufacturer has a different tolerance for dimension variations. Certain
materials are also more prone to changing dimensions with a change in
temperature as well. If the variance is under 1” this is likely the reason.
furniture/cushion has a number on it, will that help you identify it?
stamped or tagged on a piece usually has little to no meaning outside of the
factory. It's usually a way for manufacturers to determine which production
line an item came off of etc. Although some manufacturers will also incorporate
the item number as a serial number, most do not. For identifying a piece,
pictures are usually best. As product numbers can change and sometimes even be
re-used over time.
if I want a fabric that isn't listed?
manufacturer is different, but most will allow substitutions of current
Sunbrella fabrics. However these substitutions will generally be at a grade or
two higher than the fabric would be listed as if it were a standard fabric for
that manufacturer. If in doubt, ask.
can't I find the finish/ fabric that I have on my current furniture/ umbrella?
and fabrics are continuously being updated and discontinued for various
reasons. Most manufacturers try not to do this in the middle of the product
year, however this sometimes does occur. Because of these changes sometimes it
is necessary to re-select a fabric or finish once an order has been placed.
When this occurs we will notify you as soon as we learn of the issue so that
you can reselect a fabric.
you match this price?
other online retailers we can normally match any advertised price. However
there are some rare occasions where we are not able to do so without breaking
our contracts with a particular manufacturer.
do I clean this item?
soap and water with a soft bristled brush will take care of most issues. If
there is mold/ mildew present 1 cup of bleach in 1 gallon of warm water
followed by gentle soap and water. Most fabrics are machine washable,
but should not be placed in a dryer. The cushion material itself should not be
placed in the washer or dryer. These are general guidelines and checking with a
particular manufacturer is always recommended.
is the weight rating for this item?
the chairs that we sell are tested to at least 250 pounds. This does not
indicate that all furniture will break at 251 pounds. It is simply where most
manufacturers stop their safety testing.
is the BTU output of a firepit?
will vary by the firepit and what settings you use (when applicable). But
generally speaking: 4,000-17,000 BTU's.
is the difference in Umbrella Fabrics? Which are more wind resistant?
the umbrella fabrics, the grades are price points when looking at the same
manufacturer and do not reflect quality. When looking at different brands the price
does indicate quality to an extent. We tend to recommend the Sunbrella
fabrics as they are the most resistant to fading, However all of the fabrics
are synthetic fabrics designed for outdoor use. Although they are water
resistant, they are not waterproof as they are designed for providing shade
rather than rain protection. A light drizzle will likely roll off whereas you
would want to take the umbrella down during large storms as even the smaller
umbrellas have a lot of surface area for the wind to catch. Although
double venting and fiberglass ribs to help to protect the umbrellas against
wind damage, once the wind gets to 30-40 MPH it can cause damage. Though most
are tested to between 40 and 50 MPH we like to be pessimistic as no
manufacturers' warranty covers wind damage.
do you have for real wicker furniture?
exterior use woven grasses, bamboo, and other natural materials have a
relatively short “lifespan”. For exterior use almost all wickers are either synthetic
or reconstituted natural materials with very heavy resin coatings. Which on a
practical level makes them almost indistinguishable from a synthetic material.