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Frequently asked questions
Shipping Information
All orders are subject to 2-8 weeks for delivery based on availability and customization requirements. Please be advised that shipping time may change without notice due to product supply and demand.
When will my order arrive?
If you’ve placed a standard order, you can expect to receive it in 2 weeks. Custom orders take up to 8 weeks for delivery. Please be advised that shipping time may change without notice due to product supply and demand.
To see the status of your order, log into your account, and click “view orders.” You may also contact us anytime for a status update. Reach us by phone (1-717-673-5028) or email ([email protected]).
Do I need to be there to receive my order?
Yes, we advise that you can receive your curbside delivery. This ensures that you’ll be able to inspect your package for damage while the driver is still there. Damage inspection must occur at the time of the delivery, and you must take photos of any damage. Otherwise, returns will be voided.
How can I make sure there are no delivery problems or extra fees?
Please include any special delivery instructions if needed. We have the right to charge access fees if there are problems accessing your site. Deliveries may be made difficult due to size of driveway, low bridges, or weight-limit bridges, in which case special delivery instructions must be noted.
Returns & Cancellations
Can I cancel my order?
Cancellations are accepted up to 5 days after the order is placed. You will receive a full-price refund unless your order is in the processing stage.
Order Tracking
How can I track my order?
You can see the status of your order at any time. Simply log into your account, and click “view orders.” You can also contact us by using our contact form, calling us at 1-717-673-5028, or emailing us at [email protected].
Payment Methods
What payment methods do you accept?
We accept Visa, Mastercard, American Express, and Discover.
Website Usage
How do I log in to my account?
Log into your account by visiting the “My Account” page or by clicking “Sign in” on the top right corner of our website, next to the cart icon. Simply type in your username/email address and password. If you lost your password, you can reset it by inserting your username or email address on the “lost password” page. You will receive a link to create a new password via email.
How do I create an account?
To create an account, visit the “My Account” page. You may also click Sign in/Register at the top right corner of our website and click “Create an Account.” From there, type in your email address, and you’ll get an email to confirm and create a password.
Additional Questions
My package arrived damaged. What should I do?
In case of damage from shipping, please take photos and contact us. Inspection for damage must occur at the time of the delivery, or your return/exchange will be voided.
Will Atlantic Outdoors install my order?
Installations are not provided for our DIY kits. Instructions are included for our easy-to-install kits. If you have any questions about installing your gazebo, pergola, or pavilion, you may contact us at any time. Give us a call at 1-717-673-5028 or reach us by email at [email protected].
Do I need to pay for shipping of my order replacement if my previous item was damaged during delivery?
No, you do not need to pay for shipping of your order replacement.
Can I return my order?
The only case in which we accept returns is if you have proof of shipping damage while our driver was at your site.
How do I prep the area for placement?
Before your order arrives, we recommend preparing the area for placement so that you can start to install your gazebo, pergola, or pavilion.
You will need footings that are level, square, and that allow for water drainage.
Gazebo foundations can be constructed of 4 inches or more of a concrete pad or ¾ Clean Stone. Pavilion and pergola footings can be made of Sonotubes. Ensure that your Sonotube footings are a minimum of 12 inches wide and extend below your local frost depth.
See your local codes for information regarding the frost depth of your area.
How will I know when my order is going to be delivered?
Depending on the driver used to transport your order, you will either be able to track your order or you will receive calls with updates and ETAs.
What shipping methods do you use?
We use truck freight shipping directly from the manufacturer.
How much does shipping cost?
Shipping cost is an additional 20% on each kit order.
Do you offer discounts?
We occasionally offer discounts. Sign up for our mailing list to be notified of special offers.