Warranty, Return Policy & Product information/Guarantee

Are you thinking about returning a replacement umbrella canopy? Our most commonly returned items are replacement canopies for patio/market umbrellas. In most cases, we can offer a money-saving alternative to your return. For example, we can offer a frame that would work perfectly with your canopy at a discount from the list price of that frame. Why not drop us an email before initiating a return or give us a call at 480-600-1049? You can return most unused products within 90 days for a refund on PURCHASE PRICE (shipping costs are not refundable). Items stated as non-refundable or special orders cannot be returned or refunded. Shade USA does not pay for the cost of returning items. Products returned must be unused and in resale condition and are subject to the following conditions and restrictions:
  • Products that may be defective or damaged in shipping will be replaced or refunded at the discretion of Shade USA. Damages/manufacturing defects/missing items must be reported to Shade USA within 14 days of receipt of goods. Original packaging cartons and materials must be retained for inspection purposes by the carrier in order for the damage claim to be valid. Products that are determined to have defective part(s) will be replaced in whole or just the part(s), at Shade USA’s discretion.
  • Returns deemed eligible for a refund will be refunded an amount that is subject to a 10% restocking fee to cover the cost of inspecting and repackaging the item(s). Any credit amount will be less the charged shipping costs or the actual shipping costs for the returned item(s), whichever is greater. For example, we subsidize your original shipping costs for any carton over 48″ long by paying UPS’s additional handling charge, which can run as high as $18. That amount and the original shipping costs will be deducted from your credit-back amount.
  • Products listed as Free Shipping or Shipping Included do have a shipping charge built in. That shipping charge will be deducted from the credit amount. These products, when returned, will be subjected to a 30% restocking fee.
  • Our refund policy does not cover products damaged due to neglect, improper usage or application, wind damage, or other acts of nature, such as fading (unless otherwise stated on the product page), sun rot, or mildew. It also does not cover products that are special ordered, denoted as custom made (such as Sunbrella products), or imprinted on the customer’s behalf.
  • Our warranty does not cover discrepancies relating to the colors of products. We do our best to accurately represent the color of any item. However, these are outdoor products whose colors are dramatically altered by the condition of the sun on any given day. Additionally, every digital device will display colors differently. If you have questions about a color or a specific color/hue in mind, please reach out to us before placing your order.
  • Our warranty does not cover broken ropes/cords, tilt mechanisms, or broken canopy ribs.
  • Our warranty does not cover broken ropes/cords on frames that were purchased to match up with canopies we did not manufacture.
  • Our refund/warranty policy only covers products intended for private use and does not cover products intended for commercial, public, 3rd party, or rental usage. Shade USA reserves the right to make a selection on the customer’s behalf to expedite the shipping process if a particular color or design of a product has not been included in the customer’s order.
  • Returned packages are subject to a 10% restocking fee. UPS now charges shippers for packages returned as refused or otherwise undeliverable. Orders returned as such will be credited less the return shipping fees and the aforementioned stocking fee.
  • UPS does not guarantee their expedited services on oversized packages, which account for most of our umbrellas. For example, you may order a 9′ patio umbrella with UPS’ Second Day Air service. Your package is not guaranteed to arrive in the following two days, in which case we cannot issue a refund of the shipping charges, nor do we cover the cost of a return.
  • We rely on our customers to provide us with all customer information required to ship your order in a timely manner. UPS charges Shade USA$15 for each address correction. Shade USA reserves the right to assess these charges to the customer’s account when the customer has failed to provide an full and accurate shipping address.
  • UPS makes three delivery attempts, after which the shipment will be returned. UPS charges for the return. Shade USA reserves the right to assess all return shipping fees (not to exceed the original shipping charges) to the customer’s account.
  • To schedule a pick up from United Parcel Service: 1-800-PICK-UPS
Please be sure to use our convenient Return Form prior to returning items. No credit will be given without this form included. Returned items must be shipped to: Shade USA returns 6730 S. 161st Place Gilbert, AZ 85298. Exception: Items designated as drop- shipped must be returned back to the return address on the original shipping label. Important: if you have any questions about the address needed for your return, please call/text: 480-600-1049