Shell 10 x 12 ft Modern Aluminum Louvered Pergola with Roof Outdoor Patio

Thank you for choosing PalmaYard for your outdoor living needs! Below is everything you need to know about how we ship, deliver, and track your orders.

1. Order Processing Time & Cut-off

• Order Processing Time: All orders for in-stock items are processed within 2 business days.

• Daily Order Cut-off Time: 12:00 PM (noon) GMT-8 / Pacific Standard Time. Orders placed after 12:00 PM PST will begin processing on the following business day.

• Exclusions: Weekends and recognized U.S. federal holidays are excluded from our standard processing and shipping timelines.

• Delays or Cancellations: If unforeseen delays or cancellations occur, we will notify you promptly via email.

2. Shipping Locations & Exclusions

We ship exclusively to physical residential and commercial addresses within the contiguous United States (lower 48 states). We currently DO NOT ship to:

• Alaska and Hawaii

• P.O. Boxes, APO/FPO/DPO military addresses

• U.S. Territories and Protectorates (including Puerto Rico, Guam, U.S. Virgin Islands, etc.)

3. Shipping Rates & Delivery Estimates

To maintain full transparency, our shipping fees are calculated automatically at checkout based on your order value:

Please note: Delivery windows are estimates provided by our carriers and are not strictly guaranteed. For orders containing multiple items or oversized products (such as pergolas and sofa sets), your shipment may arrive in separate packages on different days depending on the carrier's logistics.

4. Customs, Duties, and Taxes

PalmaYard operates as a fully domestic transparent store for U.S. customers. All listed prices on our store include standard domestic logistics clearing. You will not be charged any additional customs duties, import tariffs, or hidden fees upon delivery. Applicable state sales tax will be calculated and itemized clearly at checkout based on your shipping address.

5. Delivery Methods & Overweight/Oversized Shipments

The delivery method depends entirely on the size and weight of the items ordered:

• Parcel Shipments (Smaller Items): Delivered via standard couriers (e.g., FedEx, UPS, USPS) and may be left at your doorstep or mailbox at the courier’s sole discretion.

• LTL Freight Shipments (Oversized Items like Pergolas/Gazebos): Shipped via heavy freight carriers and include Free Curbside Delivery.

  • Required Phone Number: A valid, working phone number is mandatory at checkout for all freight shipments.

  • Delivery Scheduling: The freight carrier will contact you via phone or text to schedule a specific delivery appointment window.

  • Missed Appointments & Storage Fees: If the carrier cannot reach you after multiple attempts, or if you miss your scheduled delivery appointment, you will be held fully responsible for any return shipping fees, carrier redelivery fees, or daily warehouse storage charges incurred.

6. Assembly & Conditional White-Glove Installation Service

Our standard Free Shipping covers curbside delivery only, where the freight carrier unloads the palletized shipment at your driveway or curb. The standard carrier will not unpack the items or bring them into your backyard. However, PalmaYard is proud to offer an optional White-Glove Delivery & Professional Assembly Service subject to specific eligibility conditions:

• Regional Availability: White-glove assembly is only available in designated metropolitan areas and specific zip codes. Please check our Assembly Eligibility Page or input your shipping address at checkout to verify local availability.

• Order Eligibility: This service may be complementary during special promotional windows or on specific high-end pergola kits that meet the minimum qualifying thresholds outlined on our assembly details page. For non-qualifying orders, white-glove installation can be added as an optional premium service at checkout for an additional localized service fee.

• Customer Site Requirements: If your order qualifies for and you select our White-Glove service:

  1. The installation area must be cleared of all debris, old furniture, and obstructions prior to the crew's arrival.

  2. The surface (e.g., concrete pad, wooden deck) must be level and structurally sound to anchor heavy pergolas or gazebos.

  3. An adult (18+) authorized to sign off on the final installation must be present during the entire scheduled service window.

  4. In the event of severe weather (high winds, heavy rain), PalmaYard reserves the right to reschedule the installation for safety reasons.

7. Changing Shipping Address & Order Cancellations

• Address Changes: If you notice an error in your shipping address, please email us immediately at support@palmayard.com. We will make every effort to update it, but address modifications cannot be guaranteed once an order has left our warehouse.

• Order Cancellations: If you need to cancel an order, you must email us within 24 hours of placing it. Once an order has been dispatched or a tracking number has been generated, it can no longer be canceled. At that point, it must be received and handled as a standard return subject to our Return Policy, and the customer will be responsible for return freight costs.

8. Order Tracking

Once your order has been dispatched from our warehouse, you will automatically receive a shipping confirmation email containing your tracking number(s) and a link to the carrier's tracking portal. Please allow 24–48 hours for the carrier's system to update the initial tracking scans.

9. Delivery Inspection & Shipping Damage Claims

We take immense pride in our packaging, but big components can occasionally experience friction during transit. Please inspect your freight shipment thoroughly upon delivery. If you notice any visible damage to the outer packaging, please note it on the driver's Delivery Receipt before signing.

If any product arrives damaged or defective, you must contact us at support@palmayard.com within 3 days of delivery with:

1. Your Order Number.

2. Clear photos or videos of the damaged or defective product.

3. Clear photos of the outer packaging (especially areas showing carrier scuffs or tears).

We will immediately arrange for complimentary replacement parts, a full replacement unit, or a full refund at no cost to you. (Defects reported after this 3-day inspection window will be handled under our standard Warranty Policy).

10. Customer Support Contact

• Email: support@palmayard.com

• Phone: +1 310 686 2477

• Support Hours: 10:00 AM to 8:00 PM (GMT-8 / Pacific Time)

• Physical Showroom (California): 3751 S Dogwood Rd, El Centro, CA 92243, USA

• Registered Corporate Office (Nevada): 732 S 6th ST, STE N, Las Vegas, NV 89101, USA