Shipping & Returns
Shipping Information
Evergola pergolas are large-format, freight-shipped products that require specialized handling and transportation. Due to their size and weight, all pergolas are shipped via commercial freight carriers.
Once an order is placed, it is processed and prepared for shipment. Estimated delivery timelines may vary based on location, carrier scheduling, and external factors beyond our control.
Customers are responsible for ensuring:
- Accurate delivery details at checkout
- Adequate access for freight delivery
- Availability to receive and inspect the shipment
Delivery Inspection Requirement
All shipments must be inspected immediately upon delivery.
Before signing the delivery receipt, please:
- Inspect the outer packaging for visible damage
- Note any damage or irregularities on the carrier’s delivery receipt
Failure to note visible damage at the time of delivery may limit our ability to file a freight claim on your behalf.
If damage is observed:
- Take clear photos of the packaging and product
- Contact Evergola within 48 hours of delivery
Returns & Cancellations
Non-Returnable Items
Due to the custom freight nature, size, and transportation costs associated with pergolas, all pergola sales are final once delivered.
Returns, exchanges, or refunds are not accepted after delivery, including but not limited to:
- Change of mind
- Incorrect measurements or site conditions
- Ordering errors
- Aesthetic preferences
This policy is strictly enforced because return freight costs are prohibitively high and logistically impractical.
Order Cancellations (Before Shipment)
Orders may only be cancelled before shipment confirmation.
Once an order has shipped, it can no longer be cancelled, modified, or refunded.
Defects, Damage & Order Issues
Evergola stands behind the quality of its products.
If your pergola arrives with:
- Manufacturing defects
- Missing components
- Shipping damage
- Incorrect items
We will work with you to resolve the issue promptly.
Resolutions may include:
- Replacement of defective or damaged components
- Shipment of missing parts
- Corrected parts for order discrepancies
Claims must be submitted within 7 days of delivery and include clear photographs and a written description of the issue.
At our discretion, replacement parts will be shipped at no additional cost. Refunds are not provided once the product has been delivered.
Limitation of Liability
Evergola is not responsible for:
- Installation errors
- Improper handling after delivery
- Delays caused by freight carriers
- Site access limitations
Customers are responsible for ensuring product suitability before purchase.
Acceptance of Policy
By placing an order on Evergola.ca, you acknowledge that you have read, understood, and agreed to this Shipping & Returns Policy.
