Shipping Policy

At Shade Sail Structure, we understand that receiving your custom shade structure is a significant event that requires careful coordination. This policy outlines our shipping procedures and requirements to ensure a smooth delivery experience for our valued customers.

Service Coverage

We currently provide shipping services to all locations within the continental United States. Our shipping partner’s freight services allows us to maintain high standards of reliability and professionalism in delivering our premium shade structures. Each delivery is handled with the utmost care, recognizing that these architectural elements represent a significant investment in your property.

Processing and Manufacturing

When you place an order with us, we begin a carefully orchestrated process to ensure your shade structure meets our exacting standards. Standard processing time is 2-3 weeks for in-stock materials. During this period, we send automated email updates at three key stages: order confirmation, manufacturing start, and shipping preparation. Additional updates are provided via phone for any delays or special circumstances. Our team ensures you’re always aware of the status of your order.

Delivery Coordination

Due to the size and specialized nature of our shade structures, we’ve implemented a comprehensive delivery coordination system. Upon shipment, our shipping provider will contact your designated delivery contact to schedule a convenient delivery appointment. Delivery appointments must be scheduled within 5 business days of initial contact. Missed appointments incur a $50 re-delivery fee.

Insurance and Damage Protection

All shipments include insurance coverage of 100% of the cost of the product. Damage claims must be filed within 48 hours of delivery and require detailed photographs and the original packaging. Our claims department processes most cases within 5-7 business days.

Delivery Requirements

To facilitate a successful delivery, we require detailed information during the checkout process. This includes:

A primary contact person for delivery coordination who will be responsible for:

• Accepting the delivery at the scheduled time
• Providing accurate contact information (phone and email)
• Being available for communication regarding delivery scheduling
• Inspecting the delivery upon arrival

Additionally, we require specific site information to ensure proper delivery:

• Detailed delivery location access information
• Any special handling requirements
• Notification of any delivery restrictions or challenges
• Specific placement instructions if applicable

Delivery Location and Equipment Requirements

All deliveries must be made to a business address with proper equipment to handle the crate. The delivery location must have the capability to safely lift the shade sail crate from the delivery truck. Once the shade sail crate is delivered and lifted off the truck, and the delivery has been confirmed to be in good condition (damage-free), the responsibility for the product transfers to the recipient. At this point, the customer, installation company, and/or landscape company assumes sole responsibility for any equipment damage, personal injury, or other incidents that may occur during further handling, storage, or installation of the product.

Tracking and Communication

Once your order ships, you’ll receive comprehensive tracking information. Our system provides regular updates throughout the shipping process, allowing you to monitor your delivery’s progress. Our shipping partner will maintain communication regarding specific delivery timing and any necessary schedule adjustments.