The FAQ, or Frequently Asked Questions, is a place to find answers to the most commonly asked questions about our products. More specific and detailed information may be found by accessing the links at the bottom of our website Home Page.
2.Is there a charge for shipping?
No. There is FREE STANDARD SHIPPING of our products to any state in the continental USA. This includes Privacy Shades, Additional Fabric Panels, and Indoor-Outdoor Designer Cushions. The only shipping fees are for replacement parts. See 12. Below.
3.Why is a 50% deposit taken when I order my product?
Our products, including Privacy Shades and Designer Pillows are custom, made-to-order and built to your specifications. That is why a 50% credit card deposit is taken when an order is placed. The remaining 50% of an order amount due will be charged when the product is shipped.
4. What is the order cancellation policy?
We allow 72 hours after an order is placed, for an order to be cancelled. The non-refundable, credit card charged 50% deposit, for orders cancelled within this timeframe, is fully refundable. Order cancellations must be submitted via phone no later than 72 hours after the order has been placed.
5. What is the return policy?
Please unpack and assemble your product immediately upon receipt. Our products are custom, made-to-order, and built to your specifications. Any damaged, defective, or wrongly shipped itemwill be replaced if returned within 15 days from the date of receiving the order. Please call Customer Care before returning.
Replacements will only be issued under the following conditions:
The Privacy Shade ordered, including Frame, Snap-on bars, Fabric Panels, and Bases must be in their original cartons, including all packaging materials.
Pillows and Additional Fabric Panels ordered, must be in their original cartons, including all packaging materials.
The customer is responsible for shipping and providing UPS return tracking information.
Claims after 15 days of delivery receipt are not eligible for return or replacement.
6. Will you match this price?
Our Privacy Shade is a luxury furniture item that is original, patented, and is produced by small manufacturers to Shade Havens specifications. The Privacy Shade is available only through us and therefore not available for price matching.
7. Do you ship outside of the continental USA?
Yes. However, a shipping cost will be applied to those orders. Please contact us directly by telephone for placing orders to be shipped outside of the continental USA.
8. When will my product ship?
As our products are custom made, they usually ship within 3 to 5 weeks, or sooner based on our current production load and the product options you’ve selected.
9. Can I get an exact shipping date?
No. Because our products are custom and made-to-order, there are a number of factors that go into the manufacturing process and could delay shipping. Even weather could also delay shipping.
10. Will I be notified of my order shipping?
Yes. We usually receive tracking information the day after an order ship and pass that information to you as soon as we can.
11. How will my product ship?
Your Privacy Shade will be shipped via UPS. We ship via UPS to any state in the continental USA. You will be able to track your delivery using standard UPS tracking numbers using UPS.com Privacy Shades are shipped in 3 separate cartons as follows:
Carton 1. Shades, Support Bars, and Horizontal Frame Parts
Carton 2. Vertical Frame Parts
Carton 3. Bases
Designer Pillows are shipped in their own separate cartons.
12. Do you sell replacement parts?
Yes. Should a Privacy Shade replacement part, including frame pieces, connectors, support bars, or bases grip knobs be needed, simply contact us by telephone for the necessary part to be shipped to you. Additional Fabric Panels are also available for ordering.
13. What is the product warranty policy?
SHADE HAVENS® products are manufactured to give many years of satisfaction and wear. The Privacy Shade Frame, including Snap-on Bars and Bases, are warranted against defects in materials and workmanship for 1 Year.
The Privacy Shade Fabric Panels are warranted against defects in workmanship for 1 Year.
VINYL Phifertex® Privacy Shade panel fabrics are warranted against fading and loss of dimensional stability for 3 Years. However, in testing Phifertex®as used in our Privacy Shades, the fabric has shown to have exceptional longevity, durability, and resistance to wear in the out-of-doors.
ACRYLIC Privacy Shade panel fabrics including Sunbrella® Shade, are warranted against fading for 10 years.
ACRYLIC Designer Pillow fabrics are warranted for 5 Years.
14. How is the Privacy Shade assembled?
To save our customers the considerable cost of shipping, the Privacy Shade was developed with assembly ease in mind. The frame is put together using a rubber mallet for the first step, and a screwdriver for the second step. The bases are slid onto the frame and grip-knob tightened. Four Fabric Panels slide onto support bars, and these bars are snapped to the frame. Detailed information may be found at our website Home Page under ASSEMBLY.
15. How much does a Privacy Shade weigh?
The Indoor-Only Privacy Shade, including bases, weighs about 35lb. The Indoor-Outdoor Privacy Shade, including bases weighs about 46 lb.
16. Can a Privacy Shade be moved?
Yes. Lift to Move. Both Indoor-Only and Indoor-Outdoor Privacy Shades can be moved by lifting the sides of the frame. Avoid dragging the Privacy Shade as this will cause undue product wear. If the Indoor-Outdoor Privacy Shade is to remain in one place, you may wish to order our deck-mounted bases.
17. Are there precautions to take when using the Privacy Shade?
Yes. The Privacy Shade includes a caution label affixed to the frame. For example, the Privacy Shade isn’t a safety barrier and children shouldn’t play with the frame; and, Indoor-Outdoor Privacy Shade fabric panels should be removed when breeze threaten to rock or lift the bases. Although the Indoor-Outdoor Privacy Shade has been wind tested for up to 13mph, no manufacturer of outdoor furnishings, including umbrellas, warrants against wind damage.
18.How Can Privacy Shades Be Used?
Residentially, the Indoor-Only Privacy Shade may be used for a variety of purposes such as creating studio apartments sleeping alcoves; dividing single bedrooms into 2; and, shading out the window light. The Indoor-Outdoor Privacy Shade is perfect for creating sheltered spaces in the yard, garden, and on the deck. Commercially, both the Indoor-Only and the Indoor-Outdoor Privacy Shade may be used, as well, for a variety of space-dividing and screening functions.
Detailed information may be found at our website Home Page under DESIGN IDEAS.
19. Can the INDOOR-OUTDOOR Privacy Shade Be Left Out-Of-Doors Year Around?
Yes. Both the silver gray and black aluminum frame are anodized to withstand the outdoor elements. The Indoor-Outdoor Privacy Shade steel bases are powder coated and sealed for out-of-door use. However, over time when aluminum or steel is exposed to salt air or sea spay, corrosion is a normal occurrence and is not covered by this warranty. The INDOOR USE ONLY Privacy Shade should not be used out-of-doors.
20. Are the fabrics different in person from what is shown on the screen?
Online images are for illustrative purposes only, and are limited in representing colors, patterns, and compositions. Our lighting and cameras, your monitor settings and the angle you are viewing the monitor from all influence how fabrics look on the website. We try to provide online samples that are representative of the fabrics. However, we encourage you to please SEND FOR A FABRIC SAMPLE prior to placing your order.
21. What is the difference between the different types of fabrics?
Fabric forPrivacy Shade Fabric Panels, as well as for our Designer Pillows, is of very high quality and manufactured by internationally recognized textile companies.
Phifertex® VINYL, Made in the USA, is an intricately woven, high-end, rugged fabric,with a 3-year warranty that will provide years of wear in the out-of-doors. As a result of extensive testing, we’ve chosen this 100% vinyl coated polyester for use on our “Indoor-Outdoor” Privacy Shade.
ACRYLIC Privacy Shade Fabric Panels are of high-end, substantially weighted, indoor-outdoor fabrics that carry 10-year warranties. We’ve chosenthese beautiful ACRYLIC fabrics such as Sunbrella® Shade, and Dickson®, among others for use on our Indoor” Privacy Shade.
For our Designer Pillows we’ve chosen ACRYLIC fabrics such as Sunbrella®Elements. These fabrics are also high-end, for indoor-outdoor use, and carry 5-year warranties. All of our fabrics are offered in beautiful colors and patterns.
22. Why Do My Privacy Shade Fabrics appear to have “waviness” when viewed in certain lights?
Privacy Shade Fabric Panels, both VINYL and ACRYLIC will naturally “drape” as they are suspended from their support bars. Waviness or draping of fabric may be more or less visible depending upon the type and pattern of fabric. This effect does not require a change of fabric.
Also, veining or small white traces may appear on ACRYLIC fabrics. Veining may be particularly visible on light-colored canvases inspected against the light. These small irregularities do not require a change of fabric.
On the other hand, if you notice a problem concerning your VINYL Fabric Panels, or the major qualities of your ACRYLIC Fabric Panels, we invite you to let us know.
23. How do I care for my Privacy Shade?
The frame and bases are cleaned with mild soap and water. VINYL fabric panels are sponged using a formula of mild detergent and bleach. ACRYLIC fabrics are cleaned with mild soap and water. All Privacy Shade parts and fabrics should be rinsed with water following cleaning. Detailed information may be found at our website Home Page under PRODUCT CARE.
Care should be taken to STORE FABRIC PANELS FLAT. Never fold, roll, or crease your fabric panelsas doing so will leave grooved lines on the fabric.
24. Is a Privacy Shade recyclable?
Yes. SHADE HAVENS® is committed to preserving the environment. Recyclable parts include: aluminum frame tubing, steel screw studs, aluminum support bars, steel snap fasteners, rigid nylon connectors that are made of a #7 plastic material, steel bases, and grip knob steel screws.
25.Why are we displaying the Proposition 65 Warning?
A Proposition 65 Warning is necessary due to a California law known as the "California Safe Drinking Water and Toxic Enforcement Act of 1986," or "Proposition 65." This law requires that a warning be given when a product contains certain chemicals designated by the State of California, even if only in extremely low, trace amounts, and even if they do not make the product unsafe. The list of chemicals designated by the State of California has grown to include over 900 chemicals, and includes naturally occurring items like wood dust. Proposition 65 warnings appear in California on products ranging from potato chips and balsamic vinegar to luggage.
The California government has stated: "The fact a product bears a Proposition 65 warning does not mean by itself that the product is unsafe. You could think of Proposition 65 more as a 'right to know' law than a pure product safety law." April 2012, CA Office of Environmental Health Hazard Assessment.
26. Where are Shade Havens products made?
SHADE HAVENS® is committed to producing its products in the United States and purchasing components in the USA whenever possible. Privacy Shades are assembled by small American manufacturers. Fabric Panels are sewn, and Bases are fabricated, in Michigan. Phifertex® and Sunbrella® fabrics; and, Privacy Shade components including frame connectors, marine snap fasteners, and grip knobs are made in the USA.
