Frequently Asked Questions

  1. How do I find my gazebo/swing/umbrella's model number?
  2. When will I be contacted for the survey for a canopy not on the website?

  1. How do I find my gazebo/swing/umbrella's model number?

    The manufacturer's name and model number are usually located on a tag on the original canopy or in the original assembly/instructions manual found inside the box the gazebo came in.

    [Back To Top]

  2. When will I be contacted for the survey for a canopy not on the website?
    Due to the large volume of surveys that Garden Winds receives, we are not able to respond to all inquiries. Our product development team reviews survey trends before determining to go forward with a particular design. Be sure to include accurate information in your survey request to enable us to contact you if we need to. 

    [Back To Top]

  1. What is the replacement canopy fabric made of?
  2. How do I properly care for my canopy?
  3. Are you the original manufacturer of my gazebo/swing/umbrella?
  4. Can I buy your products at a local store?
  5. Can you make a custom canopy for my gazebo/swing/umbrella?
  6. Can I get replacement parts for my gazebo/swing/umbrella?
  7. What is meant by the term "Denier"?
  8. If a canopy and mosquito netting set is ordered, do the hooks come with the mosquito netting set?
  9. I do not need the canopy. Can I purchase the mosquito netting only?
  10. Is the color of the replacement canopy the same as the original canopy that came with the gazebo?
  11. Is the Garden Winds replacement canopy machine washable?
  12. What is the California Proposition 65 cancer warning about?

  1. What is the replacement canopy fabric made of?

    Our canopies are made of a woven synthetic polyester fabric. Our regular grade is an industry leading 350 denier fabric. We exclusively offer RipLock canopies. Our RipLock canopy has triple thread gridlines sewn into the fabric that stops rips from spreading. We offer RipLock canopies in RipLock 350 and RipLock 500. All of our replacement canopies are treated to be water resistant and UV resistant. We expect our canopy to last anywhere on average from 2-3 years, in a good, moderate climate. Please keep in mind that the canopy acts as a roof for a structure. It is essentially a cloth roof. Through wind, rain and sun, the canopy will deteriorate over time.

     



    [Back To Top]

  2. How do I properly care for my canopy?

    Remove your canopy from the frame when expecting inclement weather (heavy rain, strong winds, snow, etc.) and store in a cool, dry place. Improve water drainage and prevent your canopy from sagging by adding extra grommet holes. If your canopy gets dirty, simply rinse it off with water and allow it to dry completely. You can also clean your canopy with mild soap and water and using a soft brush, clean the canopy. Please keep in mind that the canopy acts a roof for a structure and is essentially a cloth roof. Inclement weather conditions will cause the canopy to deteriorate over time. 

    *Helpful tip: Upon receiving your replacement canopy, spray with an outdoor fabric guard and/or protectant.



    [Back To Top]

  3. Are you the original manufacturer of my gazebo/swing/umbrella?
    We are not the original manufacturer of your gazebo. We are an independently owned online retailer that provides aftermarket replacement canopies for a wide variety of gazebos, swings and umbrellas. We are not affiliated with the original manufacturer or the retailer where the gazebo/swing/umbrella was purchased. "In general", our canopies are 20-30% more durable than the original that comes with the gazebos/swings/umbrellas.

    [Back To Top]

  4. Can I buy your products at a local store?
    Our replacement canopies and cushions are only available through our website. We do not resell our products through any chain outlet.


    [Back To Top]

  5. Can you make a custom canopy for my gazebo/swing/umbrella?
    We do not produce single custom canopies as it would not be cost-effective to our customers. Our replacement canopies are mass produced. 

    [Back To Top]

  6. Can I get replacement parts for my gazebo/swing/umbrella?
    Since we are not the original manufacturer of the gazebos/swings/umbrellas, we do not carry replacement hardware.

    [Back To Top]

  7. What is meant by the term "Denier"?

    Denier is a measurement that is used to identify the fiber thickness of individual threads in a fabric. It determines the weight and durability of that fabric.


    [Back To Top]

  8. If a canopy and mosquito netting set is ordered, do the hooks come with the mosquito netting set?

    The hooks are not included with the mosquito sets.


    [Back To Top]

  9. I do not need the canopy. Can I purchase the mosquito netting only?
    We do offer the netting only for purchase. Please make sure that you have the correct model number for your gazebo. The way in which the netting is assembled on a gazebo varies for each make and model. We can sell the netting separately. Since we are breaking up the canopy and netting set, the sale on the netting sold separately is FINAL and cannot be refunded, returned, or exchanged. In addition, the color of our fabric may not be an exact match to your canopy. Please give us a call at toll free 877.479.4637 for pricing for the mosquito netting only plus shipping, taxes, customs and duties. 

    [Back To Top]

  10. Is the color of the replacement canopy the same as the original canopy that came with the gazebo?
    Since Garden Winds is not the original manufacturer of your gazebo and canopy, we do not offer the replacement canopy in the original color or fabric. Most replacement canopy models are available in a neutral Beige color. Select models are available in designer colors-please see the product description for additional color choices.


    [Back To Top]

  11. Is the Garden Winds replacement canopy machine washable?
    As our replacement canopy is manufactured differently than a piece of clothing, it is not recommended that you wash the canopy in the washing machine as it will destroy the fabric. If you need to clean your canopy, we suggest that you take a soft brush and mild soap and water and clean the areas that are dirty. Then rinse off with water and allow to dry for at least 24 hours before attaching the canopy back onto the frame. We also offer an outdoor fabric cleaner such as 303 Fabric Cleaner Concentrate.

    [Back To Top]

  12. What is the California Proposition 65 cancer warning about?
    In 1986, California voters approved an initiative to address their growing concerns about toxic chemicals.  The initiative that passed became the Safe Drinking Water and Toxic Enforcement Act of 1986 (Proposition 65). Proposition 65 requires businesses to notify Californians if a product they sell contains a chemical that is on the State’s published list of chemicals known to cause cancer or birth defects or reproductive harm.  While this warning may raise concerns to non-Californians, it is quite ubiquitous and normal to people who live California.  These warnings appear everywhere in Californian’s daily lives.  From restaurants, hotels, consumer products to chemicals products, if a product or environment contains even a trace amount of a chemical, the warning requirement is triggered.  Many businesses display the warning even if the trace amounts are not enough to trigger the warning requirement.  It is not unusual to see these warning signs displayed at the entrance of a hotel, or by the salad dressing in a salad bar. 

     

    Our replacement canopies are treated with a flame retardant that meets CPAI-84 standards.  The flame retardant contains one or more of these listed chemicals. The industry standard for tents and outdoor canopies requires that all canopies self-extinguish should it be exposed to flame.  

    Most tents or canopies sold to the American public contain this chemical.  In fact, it is very likely that your original canopy contained this chemical in order to comply with CPAI-84.

    In order to ensure the safety of our customers, and our compliance with CPAI-84 standards, the flame retardant must be used.  In the event of a fire near a gazebo or swing, our canopy product will not ignite or burn.  If ignited, the canopy will self-extinguish. 

    While we at Garden Winds care about the environment, we must also observe and comply with state of the art industry standards for safety and flame retardance.  We apologize for any inconvenience.



    [Back To Top]

  1. How do I check the status of my order?
  2. Is your website secure?
  3. Is the website available to view on my smart phone or tablet?
  4. I can't find or remember my password. How do I reset my password?

  1. How do I check the status of my order?

    You can check the status of your order by clicking on the "Order Status" at the top of the screen or by logging in to "My Account". If you are unable to locate your order number, you can call toll free 877.479.4637 and a customer service representative will be happy to provide you with information about your order. 

    Orders are processed the same day or next business day after we receive the order. Orders placed by 1:00 PM Pacific Standard Time will ship the same day if the merchandise is in stock. Shipment is made by FedEx International or common carrier. Transit times vary by location. Orders should be delivered within two (2) to seven (7) business days from the date of shipment.

    Please note that if your order contains multiple items and one of those items is on backorder, the entire order will not ship until all items within the order are in back in stock.



    [Back To Top]

  2. Is your website secure?
    We use industry-wide accepted technology that encrypts the personal information you provide to process your order. Beginning with the initial checkout page, a small "lock" icon appears on the bottom right of your browser. This icon signifies that the 128-bit (High) Secure Socket Layer (SSL Technology) has been activated to encrypt and protect your information during transfer to our servers. Our servers are protected by firewalls to prevent unauthorized access of customer information. Furthermore, the security of our site is verified daily by GeoTrust. This can be checked by simply clicking on the "Secured by GeoTrust"" icon on the bottom right hand corner of our website.

    [Back To Top]

  3. Is the website available to view on my smart phone or tablet?
    Our website is designed to be mobile friendly with ease for navigation on any smart phone or tablet device.

    [Back To Top]

  4. I can't find or remember my password. How do I reset my password?
    To retrieve your password, select "My Account" on the top of the page and click on "Password forgotten?" Enter the e-mail address on record for your account and a temporary password will be sent to you. We advise that you change your password immediately upon logging in. You may also change your password by calling us toll free at 877.479.4637 and a customer service representative will be happy to assist you.

    [Back To Top]

  1. What are my payment options?
  2. When will my credit card be charged?

  3. Do you charge sales tax?

  1. What are my payment options?

    We accept payment via Visa, MasterCard, Discover, American Express, money order and/or personal check. Our website accepts payment via credit card only. For payment using alternative methods, please call us at toll free 877.479.4637. Unfortunately, we do not accept PayPal at this time.

    [Back To Top]

  2. When will my credit card be charged?


    Your credit card will be charged once your order is ready to be shipped.


    [Back To Top]

  3. Do you charge sales tax?
    Tax is already included in the stated product price.


    [Back To Top]

  1. How are orders shipped?
  2. What is the cost of shipping?
  3. How do I check the status of my order?
  4. How long will it take to get my order?
  5. When will my backorder ship?
  6. What is your Christmas holiday shipping schedule?

  1. How are orders shipped?

    All orders are shipped via UPS. Expedited shipping is not available. Once the orders have been processed and shipped, they are expected to arrive to your front door within two (2) to seven (7) business days.

    [Back To Top]

  2. What is the cost of shipping?

    All prices listed are in USD and include the cost international shipping fees, Canadian customs clearance brokerage fees, duties and provincial tax and GST (harmonized tax, where applicable).



    [Back To Top]

  3. How do I check the status of my order?

    You can determine the status of your shipment by clicking on "Order Status" on the top of the website. Enter the order number and the delivery zip code and the status of your order will be provided for you. If you are unable to locate your order number, you may also call a customer service representative at toll free 877.479-4637 Monday - Friday, 6:00AM - 5:00PM Pacific Standard Time and Saturday 6:00AM to 2:30PM Pacific Standard Time.

    [Back To Top]

  4. How long will it take to get my order?

    Our products ship from multiple warehouses throughout the country. Please allow up to seven (7) business days from receipt of order to receive your entire order. If, after seven (7) business days, you have not yet received your entire order, please call us at (877) 479-4637. 

    [Back To Top]

  5. When will my backorder ship?

    Our website is updated regularly to reflect real time information regarding inventory. If you place an order for a backordered item, you will receive an e-mail notification. Your card will not be charged until the product is ready for shipment. You will also receive an e-mail notification if there is a change in the arrival date. If you purchased multiple items and one of those items is on backorder, then the entire order will not ship until ALL items within the order are in back in stock.

    [Back To Top]

  6. What is your Christmas holiday shipping schedule?

    To guarantee delivery by Christmas Day, orders must be placed no later than December 11th, 1:00PM Pacific Standard Time. Express shipping option is currently not available for orders shipping to Canada. For help to make sure that your gift arrives on time, please contact a customer service representative at 877.479-4637 Monday - Friday, 6:00AM - 5:00PM Pacific Standard Time and Saturday 6:00AM - 2:30PM Pacific Standard Time.

    [Back To Top]

  1. Do you offer a warranty?
  2. What is your return policy?
  3. I received my order and some of the product(s) is/are damaged. What should I do?
  4. Do you charge a restocking fee on returns?
  5. When will I get my refund for a returned item?
  6. How do I cancel my order?

  1. Do you offer a warranty?

    If, within 12 months of your purchase, you experience damage to your replacement canopy such as damage upon arrival or manufacturer's defects including stitching coming undone, Velcro straps tearing away from canopy fabric, grommet rings coming off, ripped netting, etc., we will send you a ONE TIME replacement. Just send us a photo of your gazebo and damage to your canopy, including model number.

    Damage to the replacement canopy DOES NOT cover damage caused by persons or animals and natural occurrences or weather conditions such as: blizzards, hurricanes, snowstorms, heavy winds, heavy rains, falling tree limbs, etc.

    Because the canopy is made from an outdoor fabric, it will experience deterioration if not cared for properly. Also, varying regions experience different climate conditions that may contribute to a shorter lifespan of the replacement canopy.

    If you will be experiencing inclement weather (i.e. strong winds, snow, rain, etc.), we recommend that you remove the canopy from the frame of the gazebo and store in a cool, dry place until you are ready to enjoy it again. This will prevent the canopy from rips and tears as well as sagging due to rain and snow. Leaving the canopy on the gazebo during rain or snow may compromise the metal frame.

    *Please Note: Custom canopies are guaranteed to fit provided your original model number from your gazebo matches what is listed on our website. We do not guarantee our universal canopies to be an exact fit to your gazebo.



    [Back To Top]

  2. What is your return policy?

    We only accept returns for canopies that are unused and are in good, resalable condition up to 30 days from date of receipt of the merchandise. Initial and returning shipping costs on non-defective items are the responsibility of the customer.

    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. 

    Upon receiving your return, we will inspect the replacement canopy 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 $45.00 (USD) deduction to recover our cost of shipping, duties, and customer brokerage.  

    Please be advised that returned merchandise received in poor or dirty condition will not be refunded and/or may be subject to a $10 damage fee.

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

    If you have additional questions regarding your return and/or refund, please do not hesitate to contact us at toll free 877.479.4637 or email us at customerservice@gardenwindscanada.com

    [Back To Top]

  3. I received my order and some of the product(s) is/are damaged. What should I do?
    Please call us within five (5) business days of receipt regarding any damage to your order. Please inspect the product carefully once delivered and note or document the damage. At our discretion, we may require a digital photo to be emailed to confirm the damaged product. If possible, please email the photos to customerservice@gardenwindscanada.com prior to calling.

    [Back To Top]

  4. Do you charge a restocking fee on returns?
    There is no restocking fee on items returned within six (6) months of purchase. We will not accept returns on canopies after six (6) months of date of receipt.

    [Back To Top]

  5. When will I get my refund for a returned item?

    We process returns daily, but it does take about three (3) business days after we have received the return to process the refund. The merchandise goes through a standard inspection before we can issue a refund. Once it has been confirmed that the return has been received in good/favorable condition, we will issue the refund. We refund the merchandise amount (and tax, if applicable) to the original form of payment.

    Orders placed with a credit card will receive a credit to the credit card used with the original purchase. Refunds cannot be returned to any other credit card. Customers that paid by check will receive a refund check in the mail.



    [Back To Top]

  6. How do I cancel my order?

    As we strive to process and ship orders quickly, there is a limited time frame in which you may cancel your order.

    You may cancel an order as long as your order has not been processed. To cancel an order, log on to My Account, go to Order History. If the "Cancel Order" button is visible, you may still cancel your order by clicking on the button. If the "Cancel Order" button is no longer visible, your shipment has been processed and shipped, and are unable to cancel it. 



    [Back To Top]

  1. How can I contact you?

  1. How can I contact you?

    You can contact us by phone, email or text:

    Call Center Hours: Monday-Friday: 6:00am to 5:00pm Pacific Standard Time and Saturday: 6:00am to 2:30pm Pacific Standard Time

    Phone (Toll Free): 877.479.4637

    Email: customerservice@gardenwindscanada.com

    Text: 707.800.4992

    Mailing Address: 4950 East 2nd St   Benicia, CA 94510



    [Back To Top]

Canopy Experts      Send Us A Photo

Avoid the hassle of ordering the wrong canopy! Send a picture of your entire frame and let us help!

Why send us a photo