FAQ
Can I place my order over the phone?
If you are having difficulty placing your order online or simply have a few questions before you proceed, we can help you complete your order over the phone. Just call 888-647-4233 (toll free) - our sales reps are ready to help!
I am having difficulty placing an order?
If you experience any difficulty placing your order, we can help you complete your order over the phone. Just call 888-647-4233 (toll free) - our sales reps are here to help!
What payment methods are accepted on your website?
We accept Visa, MasterCard, American Express, Discover, and PayPal.
Can I change my order once placed?
If you feel you placed an order in error, call our sales department at 888-647-4233. All of our awnings are custom made per customer. If production has not yet begun on your order, there may still be time to cancel. If production has begun, it is too late to cancel your order and you will be responsible for a 30% restocking fee. Please see our return policy here.
How do I know if my order was successful?
You will receive an order confirmation followed by a shipping confirmation, sent to your email address. If you placed an order but did not receive a confirmation email, please call our sales department at 888-647-4233.
Can I return my order?
Your awning has been specifically crafted and custom built for your unique needs which render it unsellable to another customer. If an awning needs to be returned, we can typically salvage the components, if received undamaged.
A 30% restocking fee (on the original sale) will be charged.
If you are returning a non-defective product, you must pay return shipping fees.In order to return your product, you must contact us to get a valid return authorization within 15 calendar days from the date of delivery.
You must also get your product to a shipper, and have it delivered to us within 30 calendar days from the date you received it.All returns must be complete. If your return is not complete and undamaged, it will be rejected and returned to you.
What if my item is damaged or faulty?
If you notice any damage to the box which you think might result in damage to the product, please note these concerns on the paperwork from the driver before signing for it. This will better help protect you from a possible freight damage claim once you open the box.
What is the fabric made of?
100% solution dyed acrylic fabric – USA sourced. Top quality fabrics from world leaders such as Sunbrella.
What is the hardware made of?
18-8 stainless steel, that will not corrode. The optional hood is made of powder coated reinforced aluminum to match the framework. The hood will not sag, bend, rattle or blow off.
How much arm tension is there?
Up to 300+ lbs per arm. The fabric is tighter, and the unit will withstand stronger wind loads.
Where can you install it?
On a wall, underside of an eve/overhang, or on a roof. You can mount this product on virtually any home.
Is the warranty prorated?
We provide only full-term warranties. Other companies offer prorated warranties that are virtually worthless after only a few years.
Where does my order come from?
Everything ships from our manufacturing facility in Middletown, NY.
How much is shipping and how long will it take?
Shipping depends on the size and weight of the parts. Your completed product ships common carrier out of our New York production facility and can take between 2 to 6 working days (Monday to Friday) for transportation.
Can I track my order?
You can check the status of your order any time by calling our sales department at 888-647-4233. Once shipped, you will be provided with the tracking number for your order.