Frequently Asked Questions
Ordering & Shipping
Q: Do you offer free shipping?
A: Yes, we provide free ground shipping within the contiguous United States on all orders. For expedited shipping options, please contact our team at sales@shopsunpeak.com for details.
Q: How long will it take to receive my order?
A: Orders are processed within 0-2 business days and shipped from the warehouse closest to you. Standard shipping typically takes 3-6 business days, depending on your location. We’ll send a tracking link as soon as your order ships so you can follow its journey.
Q: Can I change or cancel my order after it’s been placed?
A: If you need to make changes or cancel your order, please contact us within 2 hours of placing it. Once your order is processed, changes or cancellations may not be possible, but you may be eligible for a return under our Return Policy.
Returns & Refunds
Q: What is your return policy?
A: We accept returns on eligible items within 30 days of delivery, provided they are in their original, unused condition. Certain items, including clearance, limited edition, and holiday products, are not eligible for return. For more information, please refer to our Returns & Refunds Policy or contact us at sales@shopsunpeak.com.
Q: Who pays for return shipping?
A: If the return is due to a product quality issue or a defect, we’ll cover the return shipping costs. For other returns (such as a change of mind), the customer is responsible for return shipping costs. We also offer a prepaid return label for your convenience, with the shipping cost deducted from your refund.
Q: When will I receive my refund?
A: Refunds are processed within 3 business days after we receive and inspect the returned item. Depending on your bank, it may take an additional 3-5 business days for the funds to appear in your account.
Q: What if my item arrives damaged?
A: If your item arrives damaged, please contact us within 48 hours of delivery and provide photos of the damage. In some cases, we may offer a partial refund if you choose to keep the item. This is handled on a case-by-case basis, and photographic evidence will be required.
Product Information
Q: Are the covers on your sofas and bean bags removable and washable?
A: Yes! Many of our interior sofas and bean bags feature removable, machine-washable covers, making it easy to keep them looking fresh and clean.
Q: What materials are used in your outdoor furniture?
A: Our outdoor furniture is crafted with durable, water-repellent olefin fabric and filled with high-density foam for lasting comfort. The materials are specifically chosen to withstand various weather conditions, adding both style and durability to your outdoor spaces.
Q: Do your fire pits include a cover or wind guard?
A: Yes, many of our fire pits come with a rain cover, and select models also include a tempered glass wind guard. These features help protect your fire pit and enhance its functionality.
Payment & Security
Q: What payment methods do you accept?
A: We accept major credit cards (VISA, Mastercard, American Express, Discover), as well as PayPal for a secure and convenient checkout experience. Your payment information is handled by secure third-party processors and is never stored on our servers.
Q: Is my payment information secure?
A: Absolutely. We use SSL encryption to protect all transactions on our website, and we work exclusively with payment processors who adhere to strict security standards. Your privacy and security are our top priorities.
Warranty & Product Care
Q: Do your products come with a warranty?
A: Yes, we offer a one-year warranty on all items to ensure quality and durability. If you experience any issues, please contact us at sales@shopsunpeak.com so we can assist you.
Q: How should I care for my outdoor furniture and fire pit?
A: For best results, we recommend covering outdoor furniture and fire pits when not in use, especially in extreme weather. Our furniture features water-repellent fabric, but covering it will extend its lifespan and keep it looking new. Follow the care instructions provided with each product for specific maintenance tips.
Troubleshooting
Q: My fire pit is producing soot; what should I do?
A: Soot on a fire pit can be caused by a few factors, including blockages in the burner, wind disturbance, or propane impurities. We recommend checking that the burner area is clear and ensuring the fire pit is used in a stable environment. For further assistance, please reach out to our support team at sales@shopsunpeak.com.
Q: I received the wrong color item. What are my options?
A: If your item arrived in the wrong color, please let us know, and we’ll work with you to resolve the issue.
Q: Can I get support for product assembly?
A: Yes! Most of our products come with assembly instructions, and we’re happy to provide phone support if you have any questions. Please contact us at sales@shopsunpeak.com for further assistance.