Shipping and Returns
ShadePro proudly stands behind the products that we sell, and through our Shipping and Returns Policy, we guarantee the items you order to be free from defects through the manufacturer. If at any time within your warranty you have problems with the operation of your item, please give us a call at 800-328-5100 or email us and we’ll be more than happy to send replacement parts or replace the defective item based on the situation.
All non-freight orders placed through www.shadepro.net will include Free Shipping on any order of $99.00 or more within the continental United States.
Products shipping by freight truck, LTL, are $199 when applicable. This applies to any item over 8′ that cannot ship via UPS or USPS. Upcharges may occur depending on the ship-to address.
For our customers in Alaska, Hawaii, and Puerto Rico, we will also ship to you, but additional shipping charges will apply. Please call our customer service department toll-free at 800-328-5100 for assistance. If you place an order over the weekend (outside of our customer service hours), someone from our customer service department will contact you on the next business day with your shipping options.
Shipping: We do not ship to P.O. Boxes or AP or FPO addresses. All online orders must include a street address to which the order can be delivered. Any returned shipment sent to an undeliverable address will incur a 20% restocking fee.
Truck Freight: Typically, for residential deliveries, the freight company will call you to coordinate a convenient date and schedule a time for delivery. Truck shipments will be delivered curbside and will require you to remove the item(s) from the truck.
Processing: All online orders are processed within 48-72 hours. You will receive an email once your order has been processed in our system. Orders may be shipped in multiple or partial shipments from ShadePro or directly from a particular manufacturer. Our system will automatically update your account any time your order status changes, and you will be emailed this information.
You may also call us to get the current status of your order. We will provide tracking information for all shipments within 24-48 hours of shipment. You can reach customer support at 800-328-5100.
Damaged Merchandise: It is the customer’s responsibility to inspect the shipment and shipping containers for damage on all merchandise received and note damage on the delivery receipt as noted below:
If the freight appears reparable or the package is damaged, please sign:
“_________________ Damage Accepted – Claim Pending” (# of pieces)
Driver’s initials: _________
If the freight is damaged beyond repair, please sign:
“_________________ Damage Refused – Claim Pending” (# of pieces)
Driver’s initials: _________
Call ShadePro customer service to notify us of any damages. Upon receiving a copy of the delivery receipt, we will send a new product or the replacement part needed.
Compliance with these procedures ensures that we can successfully submit a claim.
Claims of damage must be submitted within 5 days. If the damaged merchandise requires a full replacement and cannot be repaired with replacement parts, we will arrange for our shipping company to pick up the damaged item and will send you a new one as soon as possible.
Please note that we either need to charge you for the replacement (which you’ll be refunded for once we receive your return) or have the damaged goods in hand before we can ship out any replacements. We apologize in advance for any inconvenience this may cause.
Any damaged merchandise must be returned to ShadePro unless instructed otherwise and NOT back to the respective manufacturer. We cannot follow returns made to other locations, and no credit will be issued in those situations.
Return Policy:
If you are not completely satisfied with your purchase, we will gladly accept the UNUSED return within 10 days of the item being delivered. All freight charges for the return (if applicable) and a 20% restocking fee will apply.
Custom items and installed products are non-returnable. Each “custom item” is uniquely made to your specifications, and we cannot resell or reuse it once it has been produced. As a result, we are unable to accept returns or offer refunds for any reason. If you have any concerns or issues with a custom product, please reach out to our customer service team. We are dedicated to working with you to resolve the issue and provide a satisfactory solution.
Please be sure to measure the product when received to ensure it is the correct size prior to installation.
Please contact our customer service department for a Return Goods Authorization via our contact form or by calling 800-328-5100.
Products should be returned to:
ShadePro Inc.
2505 Folex Way
Spring Valley, CA 91978