Items with Free Shipping
Returns on items that included ‘Free Shipping’ will be credited for the item ONLY minus the original shipping charges we incurred to ship the item(s) out to you and restocking fees will still apply. ‘Free Shipping’ will no longer apply once the item is returned. You will be responsible for the return shipping charges, as well as the shipping charges to send your replacement item.
Damage in Shipping
Please check your order immediately upon receipt and notify us if the item has been damaged. Please report the damage within 48 hours to our Customer Service Department during normal customer service hours. We will need photos of the damaged item, as well as photos of the box in which the damaged item was shipped. Please email us images no larger than 300k each. Photographs, sized 4” x 6”, can also be mailed to our corporate offices if you are unable to email them. We must have the images in order to notify the shipping company and file the necessary damage claims. After claim is presented to the shipping company, we will arrange to have damaged items and their packaging inspected, returned and replaced. All returns and refunds are subject to final approval from Designer Custom Source's Customer Service Department.
IMPORTANT: Please keep original shipping containers and packaging in which your item was received, as they are needed for inspection.
Incorrect Shipping Information
Please verify shipping address(es) before placing your order(s). If incorrect shipping information is submitted, you will be responsible for any fees associated with redirecting your deliveries and/or lost merchandise.
Custom Cushion Shipping
Please be advised that your cushion will be folded for shipment if:
- Cushion thickness is less than 4” and the length exceeds 106”
- Cushion thickness is less than 4” and if the length added to the girth [2 x (L + W)] exceeds 129”
Custom Umbrella Shipping
Our products ship via FedEx or UPS (depending on your zip code). Once shipped, you will receive a tracking number via the email address you provide. Ground shipments usually arrive within 2-5 business days. A rush charge of 30% applies to expedited orders requiring faster delivery. A freight quote will be determined based on quantity. The freight quote, if provided, is intended solely as an estimate of freight cost. However, as we do not control freight rates and charges from our chosen carriers, freight costs will be charged to you as incurred, regardless of quote provided.
Product Return Policy
Custom Orders & Closeout Item Returns
Custom orders, special orders, fabric-by-the-yard orders, and closeout orders cannot be returned and cannot be canceled once placed. These are orders by which the customer chooses the color design, frame, custom cut fabric, logo/personalized products, etc. Any problems or concerns with custom-made products must be reported within 15 business days of receipt. Our workmanship is guaranteed within 6 months of receipt of your custom-made product. Designer Custom Source will make a fair attempt to offer alternatives that address your concern. Items marked Closeout are not returnable — they are first quality but are no longer manufactured or stocked at Designer Custom Source. Closeout and sale items are not returnable or exchangeable.
Stocked Item Returns
If you are unsatisfied with your purchase, our Customer Service Department will assist you within 3 business days providing the proper return approval and shipping instructions. Designer Custom Source charges a 25% restocking fee on all non-defective returns for refund. Products being returned for a refund must be received by Designer Custom Source prior to 30 days from the original invoice date. Returns received after the 30-day return period will no longer be eligible for refund. To avoid restocking fees, you can opt to send back your original purchase and exchange for equal or higher value exchange.
Restocking fees are charged to handle our administration fees of the return which include but are not limited to the following:
- The Return Authorization
- Manual Inventory Update in our System
- Receiving of the Return, and
- Restocking in Our Warehouse.
Customers are responsible for returning the item in the original shipping containers and in saleable condition. Credit will be given for the price of the item only. Credit is not issued for shipping charges. Designer Custom Source will not refund to Customer the original shipping charges. If the return item was a part of the Free Shipping and Handling promotion, the eligible refund amount will be the purchase price minus our shipping cost. Claims will not be made on items improperly or insecurely packaged. Credit will be issued when we receive the returned item in good condition at the factory.
Designer Custom Source offers a 1-year basic warranty on our umbrella products to the original purchaser from the date of purchase against defects in material and workmanship. During this period, Designer Custom Source will repair or replace, at our discretion, the defective component.
This warranty does not apply to items improperly installed, handled, abused, or damaged by user error, nor to any unit which has been repaired or altered by unauthorized repair companies. Designer Custom Source also does not cover product failure caused by unreasonable use and/or care, or acts of nature (i.e. wind/storm damage). Under no circumstances will the buyer be entitled to consequential or incidental damages. This limited 1-year basic warranty gives you specific legal rights; you may have other rights which vary from state to state where you live. Batteries and plastic housings are not covered by warranty.
International orders shipped via a freight forwarder to points outside the continental United States are non-returnable.
In order to process your warranty claim, please follow these procedures so that we may expedite our service to you:
- Notify Designer Custom Source of the concern with your product(s).
- A Designer Custom Source employee will assist you with processing your claim.
- If the concern is covered under warranty, Designer Custom Source will direct you to either return the product or part to our corporate headquarters in Montgomery, Alabama.
- The return will not be accepted without a Return Authorization Number that a Designer Custom Source customer service representative will provide to you.
- You will be provided an address to which you can return your order. An entire replacement, replacement part, or repaired product will be sent to you after the return is verified by a Designer Custom Source customer service representative.
- If a problem occurs after the warranty period, you may request a repair or replacement quote after inspection of the damage. Freight charges both ways will be your responsibility.
If an order is refused, shipping charges are non-refundable and all restocking fees will still apply. If a customer refuses a package, they will be charged for any costs we incur in having the packages returned to us. If a customer refuses a personalized, non-refundable item, they cannot receive any credits by simply refusing the delivery, and they will be charged an additional charge for any return fees we incur after the package is refused. The refused package shall remain in the possession of Designer Custom Source until such time as the customer remits payment for us to send the item(s) again. If payment is not received within 30 days of the first failed delivery, then the item is forfeited.
For questions or concerns, please contact our Customer Service Department.