Please let us know all your questions. We are always seeking to provide the best possible service to you.
At any point you can contact us with order questions. We are available 7am-4pm Monday to Saturday New York EST, GMT-5 via chat, phone and email via support@palatialgarden.com
We currently ship to all USA. Free shipping applies to all products for 48 contiguous United States. If you live in Alaska, Hawaii or other non-contiguous state – please write to us about your desired products and we will send you a shipping price estimate.
Shipping is free on all orders if you live in 48 contiguous states (paid shipping to non-contiguous states). Also there are no additional taxes like state tax.
Product handling time is 1-3 business days depending on manufacturer or distributor. You can find more info next to each product or please read Shipping Policy
We will always ship your order out in 1-3 business days.
Please look at Shipping and Handling tab in every Products description to know more precise different products Shipping and Handling times. Or read Shipping Policy
Yes. An adult is required to be present at the time of delivery to sign for the order. Your order will be delivered either curbside or to your doorstep. You will be contacted before the delivery to confirm your availability.
While our quality assurance team guarantees that your furniture leaves our warehouse flawless, errors can happen after the package is transferred to the shipping company.
We want you to be completely satisfied with your order, so we encourage you to refuse delivery if you notice something has arrived damaged. After refusing delivery, please contact us support@palatialgarden.com immediately and we will send a replacement or refund your order. More info can be found at: Returns Policy
Many pieces do come fully assembled, but some pieces do require assembly. The time to assemble the product depends on the product itself, please look at each Product Description and its Documents tab for Instructions and Manuals. Also Instructions and Manuals are included in each and every product package.
If something is missing please contact us at support@palatialgarden.com
They are 8 mm wide.
Yes, but we recommend a maximum weight of 25 lbs.
Our products should be installed on a concrete or wood floor. Please make sure the floor is leveled.
The type of anchors varies depending on the type of surface it is put on. I recommend you reach out to your local hardware store to obtain he proper type of anchoring system.
We do not recommend using a stove inside your gazebo/solarium. You could use a heater but it should not be placed near the windows.
We take great care to ensure that you receive all the necessary parts listed in the instruction manual. Even if you don’t plan to install your unit right away, please take the inventory of all parts when you receive your order.
If you think something is missing, Gazebo Penguin will be happy to supply the part free of charge within 30 days of purchase. (After 30 days, the customer will be responsible for the cost of any missing parts and shipping charges).
Please have the following information ready when requesting parts:
To make a claim request please CONTACT US by email or chat
Yes, we have replacement parts in stock. CONTACT US with your model or part number. We will be happy to provide you with a quote.
Unfortunately, we do not customize our products, it would void the warranty.
Unfortunately, we cannot guarantee that our parts would be compatible with other companies’ products.
Please refer to your manual for your warranty information. Do you have additional questions about the warranty on your shelter or solarium? CONTACT US
Damage occurring in transit, accident, tampering, modification, vandalism, negligence, misuse, abrasive contact, faulty installation, lack of care or if affixed to an attachment not supplied with the shelter. Improper installation according to the instructions provided.
Wear of fabric due to acts of nature, i.e. hurricane, tornado, wind, flood, snow, wind-blown debris, etc.
Labor and installation costs. The client is responsible for all zoning and permits if required.
Please refer to your manual for your warranty information. Do you have additional questions about the warranty on your shelter or solarium? CONTACT US
You can remove accumulated snow or ice from the roof structure using a broom, mop or soft-edged instrument. Use caution when removing snow from the cover. Always remove it from outside the structure. DO NOT use tools or hard-edged instruments, such as rakes or shovels, as this may cause holes in the cover.
Clean with mild soap and water. Do not use bleach or abrasive products.
Unfortunately, it is not possible to return our product without it’s original packaging.
The product can be returned 30 days after receipt. However, the product must be in resalable condition and in the original boxes. Return costs must be paid by the customer. To obtain return authorization CONTACT US
By CONTACTING US within 24 hours of ordering.
We ship orders within 24-72 business hours. Please allow 2-9 business days for delivery by UPS or FedEx to your curbside. Orders sent via Freight Carrier (LTL) average 6-15 business days, depending on location, once leaving the warehouse.
Small items will be delivered to your address without an appointment. On the other hand, when it comes to a shelter, gazebo or solarium, an appointment will be necessary. The delivery company will contact you to make an appointment.
Despite all the precautions taken by our teams, damage may occur. We ask you to take pictures of the boxes, indicate it on the delivery note and CONTACT US .We will look at the options with you.
We offer free shipping for ALL ITEMS. When confirming your order, Free Shipping will be indicated to you.
