ORDERS
Can I change my address?
Yes, you may change your mailing address if your order hasn’t been shipped—please contact us as soon as possible if you require an address change. Unfortunately, we’re unable to make changes to your address once your order has shipped out.
Can I cancel my order?
Yes, you may request an order cancellation if your order hasn’t shipped—please contact us as soon as possible if you need to cancel an order. We are unable to cancel or recall orders that have been marked shipped. Please note that we are also unable to cancel or make changes to custom orders that have begun production.
Can I pick up my order?
Yes, we allow order pick-ups—please email us or let us know that you’d prefer to pick up your items in your order details. We’ll contact you as soon as your order is ready for pick-up.
Where are you located and how do I schedule a pick-up?
Our office is located at 241 S 3rd Ave Ste 1 in La Puente, CA—20 minutes east of downtown Los Angeles and near the 60/605 interchange. Please contact us soon after placing your order or let us know that you’ll be picking up in your order details during checkout. We’ll be sure to contact you once your order is ready for pick-up.
What are your business hours?
We’re open Monday to Friday from 9am to 5pm PST. Our offices are closed during the weekends and on national holidays.
PAYMENTS
What type of payments do you accept?
We accept all major credit cards, including Visa, Mastercard, Discover and American Express. We also accept payments from Paypal, Paypal Express, Apple Pay and Shopify Pay.
How secure is my personal and credit card information?
Your information is always safe with us—we never store credit card numbers or other sensitive information. We only save contact information (such as emails and phone numbers) and shipping addresses, for the purpose of processing and shipping your orders. Our website is also fully protected with SSL, which verifies and ensures that our site remains secure.
Why was my credit card declined?
Our system automatically declines a credit card charge if the CVV is incorrect, or if the billing address does not match the one on file for your card.
Why was my order canceled without notice?
We may cancel your order without notice if our fraud analysis system shows that your information is “High Risk.”
CUSTOM ORDERS
How can I place a custom order or receive a quote?
You can message us about a custom order through our contact page. To place a custom order, please include the following information: 1) item type 2) color 3) size dimensions.
How long does a custom order take to complete?
Custom orders may take an additional 1-2 days to make and ship, since they’re cut and sewn by hand. We will not be able to cancel or make changes to your order once we’ve begun making it.
PRODUCT INFORMATION
What’s the difference between a privacy screen and privacy panel?
Our privacy screens are sewn lengthwise, and are mainly for use on patios, decks and balconies on apartment and condominium structures. Our privacy panels are usually square-shaped, and used mainly as window covers and awnings for patios, pergolas and gazebos. Many of our products are multifunction, however, and sizing can often be customized to your specifications.
Which color provides the most visibility blockage?
Beige generally provides the most visibility blockage. Please note that visibility may fluctuate according to lighting conditions and the time of day.
What are hemmed sides and what do they do?
We create hemmed sides on our products by folding the edges down 1 inch before sewing to create two sturdy layers. Grommets are only added after the product has been hemmed, to ensure extra durability.
How far apart are grommets spaced? Why do they not line up?
Depending on the product, grommet spacing can vary between 1 foot to 2 feet, or 20 to 24 inches apart. Only custom orders with specially-requested grommets will have grommets that line up. If you’d like your grommets spaced in a particular way, please contact us to place a custom order.
Why is my waterproof sun shade sail pooling water or dripping down the middle?
Waterproof sun shade sails must be installed on a 30-45 degree angle with sufficient tension to create a 99% waterproof surface. When installed correctly, water will not pool and should run off instead.
PRODUCT SIZING
Privacy Screens & Panels
Our privacy screens and panels are designed to fit inside the frame of your fence or railing. For instance, a 6’ fence will require a 5’10” screen. Most of our screens and shade fabrics are 1-2 inches shorter than listed—this is an industry standard and applies to most shade panels, fabric rolls, and patio and fence. If you’d like an exact measurements or have additional questions about our screens, please feel free to contact us.
Sun Shade Sails
Our sun shade sails come with curved sides, typically up to 6 inches per side when measuring from the middle (depending on sail size). They’re designed this way so the fabric has enough tension when hung by the corners—without these curves, the middle section of the sail will sag. All shade sails are constructed with curves, and will not look like true triangles or squares.
All sun shade sails are measured from their stainless steel rings. A 10’ x 10’ sail, for instance, will measure 10 feet from corner to corner, but measures around 9’ x 9’ at the center of the sail.
Custom-Size Sails
Custom-size sun sails are cut and sewn by hand in our warehouse, and may have deviations up to 6 inches when finished. This is rarely noticeable when the sail is installed. If you’re unsure of the measurements you’ll need, please contact us directly for assistance.