Shipping Policy

Effective Date: January 2, 2026

1. Introduction

At Pergola Oasis (“we,” “us,” or “our”), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, https://pergolaoasis.com (“Website”).

2. Shipping Destinations

Countries/Regions We Ship To:

• United States

• [Add any additional countries/regions here]

We are continually working to expand our shipping destinations. Please check back regularly for updates.

3. Shipping Costs

Domestic Shipping (United States):

• Standard Shipping: Free shipping on all orders over $500]

• Flat Rate Shipping: Free flat rate for orders under $500]

Customs and Duties (International Orders):

International orders may be subject to customs fees, import duties, taxes, or other charges imposed by your local government. These charges are the customer’s responsibility.

No Hidden Fees:

All shipping costs are calculated and displayed at checkout. There are no hidden shipping fees.

4. Order Processing Time

• Processing Time: Orders are processed within 1–2 business days (Monday to Friday, excluding holidays).

• Order Cut-Off Time: Orders placed before 5:00 PM EST will begin processing the same business day.

• Weekend and Holiday Orders: Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Time

Domestic (United States):

• Standard Shipping: 3–7 business days

• Expedited Shipping (if offered): 1–3 business days

International (if offered):

• Standard International Shipping: 7–14 business days

Delivery times are estimates and may vary due to factors beyond our control, such as carrier delays, weather conditions, or customs processing.

6. Shipping Methods and Carriers

We partner with reputable carriers to help ensure your order arrives safely and on time.

• Domestic Carriers: [e.g., UPS, FedEx, USPS, freight partners for oversized items]

• International Carriers (if applicable): [e.g., DHL, FedEx International, freight partners]

All orders include tracking information, which will be provided via email once your order has shipped.

Insurance:

Shipments may be insured against loss or damage with our carriers. If you encounter any issues, please contact us promptly so we can assist.

7. Order Tracking

After your order has been shipped, you will receive an email containing:

• Tracking number

• Carrier name

• Link to track your package

You can track your order by visiting the carrier’s website or the tracking link provided.

If you have questions or need assistance with tracking, please contact us at:

• Email: [email protected]

• Phone: 470-770-6733

8. Delivery Issues

8.1 Delayed or Lost Packages

If your package is delayed beyond the estimated delivery time, please contact us at [email protected] or 470-770-6733 so we can review the status with the carrier.

If tracking shows your package as “delivered” but you have not received it:

1. Verify the shipping address on your order confirmation.

2. Check with household members, neighbors, or building management.

3. Contact us for further assistance and we will help investigate with the carrier.

8.2 Damaged Packages

If your package arrives damaged:

1. Take clear photos of the damaged packaging and items.

2. Contact us within 7 days of delivery at [email protected].

We will work with you to arrange a replacement, repair, or refund as appropriate based on the situation and product type.

9. Missing Items

If any items appear to be missing from your order:

1. Contact us within 7 days of receiving your package.

2. Provide your order number and details of the missing item(s).

We will investigate and, if confirmed, either send the missing item(s) or issue a refund as appropriate.

10. Return and Refund Policy

Returns:

Returns are accepted within 30 days of receiving your order, subject to our Return and Refund Policy.

Conditions for Returns:

• Items must be unused, undamaged, and in their original packaging.

• Certain items (for example, custom, special-order, or final-sale products) may not be eligible for return.

Return Shipping Costs:

• If the return is due to customer preference (e.g., change of mind, wrong size ordered), the customer is responsible for return shipping costs.

• If the return is due to our error or a defective product, Pergola Oasis will cover reasonable return shipping costs as outlined in our Return and Refund Policy.

Refunds:

Refunds are typically processed within 14 days after we receive and inspect the returned item. Refunds will be issued to the original payment method whenever possible.

For full details, please refer to our Return and Refund Policy on the Website.

11. Incorrect Address

Please ensure that your shipping information is accurate and complete at checkout.

• Pergola Oasis is not responsible for orders shipped to incorrectly provided addresses.

• If a package is returned to us due to an incorrect or undeliverable address, we will contact you to arrange reshipment. Additional shipping charges may apply.

12. International Customs and Duties (If Applicable)

For orders shipped outside the United States:

• Customs clearance may be required, which can cause delays beyond our original delivery estimates.

• Import duties, taxes, and charges are not included in the item price or shipping cost unless explicitly stated. These charges are the buyer’s responsibility.

• Customs policies vary widely by country; please contact your local customs office for more information.

13. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

• Customer Service Email: [email protected]

• Customer Service Phone: 470-770-6733

Company Address:
Pergola Oasis
19889 Lonestar Ln

Riverside, ca 92508
United States

Our customer service team is available Monday–Friday, 9:00 AM–5:00 PM PST.

14. Changes to This Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the Website. We encourage you to review this policy periodically.