Pergola Cave ships every Sunkisser motorized louvered pergola via insured LTL (less-than-truckload) freight throughout the continental United States — at no charge to you. Because pergolas are large, heavy structures, freight shipping requires a few extra steps on both sides. This policy explains exactly how we ship, what you can expect, and what to do if anything goes wrong.

1. Free Freight Shipping to the Continental U.S.

All standard pergola orders ship free to any address in the 48 contiguous states. "Free shipping" means we cover the full freight cost from our warehouse to the curbside at your delivery address. No hidden surcharges, fuel fees, or residential delivery fees are added at checkout.

Transit times are estimates from the date of shipment, not the date of order. Business days exclude weekends and federal holidays.

2. Shipping Exclusions

Free freight shipping applies to orders within the 48 contiguous states only. The following locations are not currently served by our standard free shipping program:

• Alaska and Hawaii
• U.S. Territories (Puerto Rico, Guam, U.S. Virgin Islands, etc.)
• Canada and international destinations
• APO/FPO military addresses

If you are located outside the continental U.S. and wish to order, please contact us directly at (818) 213-2111 to discuss options and obtain a freight quote.

3. How We Ship — LTL Freight

Pergolas are large, heavy structures that cannot be shipped via standard parcel carriers (UPS, FedEx, USPS). All pergola orders ship as palletized LTL (less-than-truckload) freight using national freight carriers. Here is what that means for you:

• Palletized & Strapped: Your pergola is carefully palletized, shrink-wrapped, and corner-protected at our facility before it leaves. This minimizes transit damage.
• Curbside Delivery: The freight carrier will deliver your order to the curb at your address. The driver is not required to carry items inside, up stairs, or through gates. Please ensure a clear path from the street to where you plan to store the product.
• Liftgate Service: If your delivery address does not have a loading dock or forklift, the freight carrier will use a liftgate to lower the pallet to ground level. Liftgate service is included — there is no extra charge.
• Scheduled Delivery Window: The carrier will contact you by phone prior to delivery to schedule a delivery appointment window (typically a 4-hour window). Please ensure a valid phone number is on file with your order.
• Signature May Be Required: Many freight carriers require an adult signature upon delivery. Please be available during your scheduled delivery window.

4. Order Processing & Lead Times

Standard in-stock pergola orders are processed within 1–3 business days of receiving cleared payment. You will receive a shipment confirmation email with a tracking number once your order has been picked up by the freight carrier.

Standard In-Stock Orders

Most standard Sunkisser pergola configurations are in stock and ready to ship from our Southern California warehouse within 1–3 business days of order placement.

Custom & Made-to-Order

Custom-sized or specially configured pergolas are built to order. Lead times for custom products are typically 4–8 weeks from order confirmation, depending on configuration and current production capacity. We will communicate an estimated ship date at the time of order. These lead times are estimates only and may be affected by material availability or manufacturing schedules beyond our control.

Accessory Orders

Accessories (drop blinds, LED kits, infrared heaters, privacy screens, etc.) ship separately from your pergola and may arrive before or after the main structure. Processing time is 1–2 business days. Small accessories may ship via ground parcel (UPS/FedEx) rather than LTL freight.

5. Tracking Your Order

Once your order ships, you will receive an email containing:

• The freight carrier's name and contact number
• Your PRO number (freight tracking number)
• A link to the carrier's tracking portal (where available)
• Our customer service contact information

LTL freight tracking updates are less frequent than parcel tracking and may not update in real time. If you have not received tracking information within 5 business days of your order, or if tracking appears stalled, contact us at support@pergolacave.com or (818) 213-2111.

6. Delivery Inspection — What to Do Before Signing

When your delivery arrives, follow these steps before signing the delivery receipt:

1. Inspect the exterior packaging. Look for visible damage to the pallet, shrink wrap, corner protectors, or boxes — tears, punctures, crush marks, and wet spots can indicate internal damage.
2. Photograph everything. Take photos of the pallet and all packaging before unwrapping, even if it looks intact. These photos are essential for any damage claims.
3. Note damage on the delivery receipt. If you see any damage, write a specific description on the driver's delivery receipt before signing (e.g., "pallet corner crushed — possible box damage"). Do not simply write "subject to inspection."
4. Refuse only if severely damaged. If packaging damage is so severe that you suspect the product is completely destroyed, you may refuse the delivery. Refusing delivery for minor external damage may delay your replacement and is generally not recommended. Contact us first if you are unsure.
5. Report to us within 7 days. Contact us within 7 calendar days of delivery to report any transit damage, even if you initially accepted the delivery. See Section 8 for our damage claim process.

7. Missed or Failed Deliveries

LTL freight carriers typically attempt delivery once during the scheduled appointment window. If delivery fails because:

• No one was available: The carrier may charge a redelivery fee. Pergola Cave will cover one (1) redelivery attempt at no cost. Subsequent failed deliveries due to Customer unavailability may result in redelivery charges billed to the Customer.
• Incorrect address was provided: If the order cannot be delivered due to an incorrect address provided at checkout, any address correction, redelivery, or return-freight costs are the Customer's responsibility.
• Access restrictions: Gated communities, construction sites, or other access-restricted locations must be disclosed at the time of order. If the carrier cannot access the delivery location and the situation was not disclosed, additional freight costs may apply.
• Storage fees: If a shipment is held at a freight terminal for more than 2 business days because delivery could not be completed, storage fees charged by the carrier will be passed on to the Customer.

To reschedule a missed delivery, contact the freight carrier directly using the contact information in your shipment confirmation email, or call us at (818) 213-2111 and we will assist.

8. Damaged in Transit

Despite our protective packaging, freight damage occasionally occurs. If your pergola or any component arrives damaged:

1. Document everything. Photograph all damaged packaging, the pallet, and any damaged components before moving or unpacking further.
2. Contact us within 7 days of delivery. Email support@pergolacave.com with your order number, photos, and a written description of the damage. We must receive your report within 7 calendar days of delivery to process a damage claim.
3. Do not discard damaged packaging. Keep all packaging materials until we confirm the claim is resolved. The carrier or our insurance provider may request to inspect the packaging.
4. Resolution. Pergola Cave will, at our discretion: (a) ship replacement parts or panels at no cost; (b) arrange a full product replacement; or (c) issue a full refund including original shipping if replacement is not feasible. We will not ask you to file a claim directly with the freight carrier — we handle that on your behalf.

Damage claims reported more than 7 days after delivery may be denied by the freight carrier's insurance, limiting our ability to provide a remedy at no cost.

9. Risk of Loss & Title Transfer

Title to and risk of loss for products purchased from Pergola Cave transfer to the Customer upon delivery of the product to the freight carrier at our facility. This means the product is legally yours once it leaves our warehouse, even if it has not yet arrived at your address. We carry freight insurance on all shipments; if damage occurs in transit, we will work with the carrier and insurer on your behalf to make you whole (see Section 8).

10. Unboxing & Assembly Upon Delivery

After taking delivery, we recommend the following steps before beginning assembly:

• Unbox all components and lay them out according to the packing list included in the shipment.
• Check each component against the packing list. Report any missing parts within 7 days of delivery.
• Inspect all parts for surface damage (scratches, dents, coating chips) before installation. Surface damage that is not reported before installation may not be covered under warranty or the return policy.
• Store all packaging materials until you have verified the complete order is present and undamaged.

Assembly instructions are included in the shipment. Digital copies are available by contacting our support team.

11. Shipping Address Changes

Address changes must be requested before the order has been picked up by the freight carrier. To request an address change, contact us immediately at support@pergolacave.com or (818) 213-2111.

Once the shipment has been picked up, address changes are subject to address-correction fees charged by the freight carrier. These fees will be passed on to the Customer. Redirecting an in-transit LTL shipment is not always possible and may require the shipment to be returned to our facility before reshipping, which can add 1–2 weeks to delivery time.

12. Pre-Orders & Backorders

Occasionally, certain pergola sizes or configurations may be temporarily out of stock. If your order includes a backordered item:

• We will notify you by email within 1 business day of placing your order, including an estimated restock date.
• Your payment is not charged until the item ships, if your payment method supports pre-authorization holds.
• You may cancel a backordered item at any time before it ships with no cancellation fee.
• Pergola Cave does not guarantee backorder dates and will communicate delays promptly.

13. Shipping During Promotions & Peak Seasons

During peak seasons (spring and summer) or promotional sale periods, processing times and carrier transit times may be longer than usual due to high order volume and freight network capacity. Pergola Cave will communicate extended lead times on the website and via order confirmation email when applicable. Free shipping terms still apply during all promotional periods unless explicitly stated otherwise in the promotion's terms.

14. Contact Us

If you have any questions about your shipment, need to report damage, or want to check on your order status, our team is available to help:

Final Provisions: Pergola Cave reserves the right to modify this Shipping Policy at any time. Changes will be posted to pergolacave.com and will apply to orders placed after the effective date of the revised policy. This policy is governed by the laws of the State of California. For any disputes not covered by this policy, applicable California state law will govern.