Shipping & Return Policy

 Please call us toll free at 1-866-578-6569 or email customerservice@sunjoyonline.com to inquire about returning your merchandise within 30 days of the original purchase date. Please note that some returns may incur a 15% restocking fee. Shipping and handling for returned items is non-refundable. 

 All returned items must be undamaged, unused and in good condition. If the canopy has signs of use the return will not be accepted. If your replacement canopy/netting is defective or was damaged upon arrival, please refer to our Warranty page.  

 When returning your product:

 Please remove all existing shipping labels from the box and make sure to include the item list that was included with your purchase. If you do not have the item list, please write your name and order number on a piece of paper and put it inside the box along with your canopy and/or netting. 

 Please send all returns to:

Return and Refund 

27040 San Bernerdino Ave

Redlands, CA 92374

 

Policy Related Questions

1. When an order is pending approval, why does the customer have to send pictures and a receipt for warranty items? 

Answer: We are sorry that this issue was overlooked by our staff at the time your order was placed.  We are doing everything we can to rectify the issue, but our company policy requires that we have a proof of purchase to verify warranty.

2. What if I have misplaced or lost my receipt?

 Answer:  If you purchased our product at Sam's, BJ's, or Costco they can look up your order based on your membership number and print you a copy of the original receipt.  If you used a credit card or debit card to purchase from any other store and have the approximate date of the purchase they should be able to provide you with a receipt.  Any online order placed should send you a confirmation e-mail or that stores online customer services should be able to provide you with a copy.

3. How long do you carry replacement parts for your products? 

Answer: We carry our replacements for a minimum of 5 years; however, it does vary depending upon the product and its popularity. 

4. How long are your warranties? 

Answer: Warranties vary among products, but generally for a brand-new product the warranty is one year from purchase date.  If it is a replacement part it is 6 months from purchase of the replacement. 

5. Where can I find the warranty? 

Answer:  Warranty can be easily located in the instructional manual that is packaged with each product.  You may also find general warranty information on our website. 

6. What information is needed for a warranty issue? 

Answer: In a warranty case pictures and the receipt showing the date of purchase must be provided to Sunnest Services.  

7.  How do I send warranty information (receipts and photos)? 

Answer:  Receipts and photos can be sent by e-mail, fax, or regular USPS mail. 

9. How long does a shipment usually take for a replacement part? 

Answer:  While we strive to get things to our customers as quickly and efficiently as possible shipping can approximately take up to 3 weeks. 

10. Do replacement parts and canopies carry a warranty? 

Answer:  Yes, our replacement parts and canopies have  6-month manufacture warranty.

11. Do you carry sales on the replacement parts? 

Answer:  Unfortunately, no. Our replacement parts do come come at a discounted price. 

12. How long will it take a technician to get back to me? 

Answer:  A tech person should return your call or e-mail within the next 24-48 hours. 

13. What is the return policy for your replacement products? 

Answer:  Items can be returned within their warranty time frame; however, a 15% restocking fee will be charged for each return.  

14.  Does your company cover the cost for me to ship back a return? 

Answer:  The company will issue a call tag for FedEx to pick up any fabric return (Canopies, netting, curtains); however, at this time it is the customers responsibility to cover the cost of returning metal parts. 

15.  Why has my ordered been billed before the product was shipped to me? 

Answer:  At this time when you order online the payment is automatically deducted from your credit card, but please rest assured that your order is in the system and your product with be shipped to you. The issue with the credit card being charged before the shipment is sent when you place an order with our customer service center was due to a system change over and has been corrected.  We apologize for any inconvenience this may have caused, and any future order placed with a customer service representative will be billed after shipment has taken place.

16. Why does your product's warranties not cover weather damage? 

Answer:  We are sorry you are dissatisfied with the terms of our warranty; however, the company at this time does not offer a warranty for weather damage, but only for manufactures defect; however, we would be glad to place an order for you, so that you may enjoy your gazebo. It is suggested, if possible, that you contact your homeowners insurance to see if the product is covered.