Installation instructions for 8' ft / 12' ft Pole:
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Custom size or customize size
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Return & Exchanges
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8' ft / 12' ft Pole Installation Guide
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Winch Hardware Installation Guide
Installation instructions / User Guide for Winch:
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Rectangle / Square Hardware Installation Guide
Installation instructions for Rectangle / Square Shade Sails:
Rectangle / Square Hardware Installation Guide.pdf [3.43 MB]
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Triangle Hardware Installation Guide
Installation instructions for Triangle Shade Sails:
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What is the lead time for custom size?
Usually it takes 2-3 business days to fabricate, then we ship from California, transit time is about 1-5 business days.
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Do you customize color?
Sorry, we cannot customize colors, you can only choose from the available colors.
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Do you make custom size?
Yes, we do make custom size, the links below will guide you to each product series, if you still can't find what you need, please contact us.
Standard Shade Sail: https://colourtreeusa.com/collections/standard-sun-shade-sail/products/custom-shade-sail
Super Ring Shade Sail; https://colourtreeusa.com/collections/super-ring-shade-sails/products/custom-super-ring-shade-sail
Waterproof Shade Sail: https://colourtreeusa.com/collections/waterproof-shade-sails/products/custom-waterproof-shade-sail
Fence Screen: https://colourtreeusa.com/collections/standard-privacy-fence-screen/products/custom-fence-screen
Fence Screen Plus: Sorry it is currently unavailable for customization.
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What size should I choose for the shade sail？
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My order never got to me, what do I do?
Oh no! Hopefully this doesn’t happen but if it does sometimes, although our shipping carriers work independently to deliver your package, we’ll figure this out together!
If it's been marked delivered and it's only been one day-sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for the next few hours!
If the tracking hasn’t been updated in an unusually long time or if it was never updated since it was made, chances are it was lost in transit. Please file a claim with the carrier. If there is no conclusion after one week, please let us know and we will look into replacing or crediting you for your order.
If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline.
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How do I track my order?
You can use this link to track your order: Track My Order.
When your order ships you will receive a separate email providing you with a tracking number to track your order. Sometimes this email gets sorted into spam or promotions folders so be sure to take a look in there if it feels like you have been waiting a little too long.
You can also log into your account and click on the order in question to see the status.
*Please note that sometimes the tracking can take a day or two to be updated by the carrier. If it looks like it's not moving, chances are it's on its way!
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Do you ship internationally?
We currently only ship to US, PR, Mexico and Canada.
Please be aware that different countries have unique customs rules and regulations. Unfortunately, if your package gets held at customs you will be responsible for communication and any additional costs required to release your item(s).
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How long will it take to receive my order?
We typically ship in 1-3 business days (Mon-Fri). You will get a notification email after your order is shipped, we ship with USPS and Fedex, and transit time is about 1-5 business days (Mon-Fri). Please know that we are doing the best we can to get orders out promptly.
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How much is the shipping?
We offer free shipping to all 48 US continental states, additional shipping will apply to shipping to Alaska, Hawaii, PR, and other US territories.
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Can I return a product purchased from Amazon or other websites?
Yes, but you will have to process the return on Amazon or other websites.
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Are the shade sails waterproof?
Only the waterproof shade sail series is waterproof, the standard and super ring series are not waterproof, they allow water to drip through.
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What is the return policy?
Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at colourtreeusa@gmail.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at colourtreeusa@gmail.com and send your item to: 515 Yorbita Rd, La Puente, CA 91744.
Shipping
To return your product, you should mail your product to: 515 Yorbita Rd, La Puente, CA 91744.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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How to return the products?
We want you to be thrilled with your purchase and come back for more. If you're unhappy for any reason, please contact us to initiate a return or exchange within 30 days of delivery.
3 ways to initiate a return or exchange:
Use the self-service link: https://colourtreeinc.returnscenter.com/
Email us: info@colourtreeusa.com
Give us a call: 626-500-8728
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Can I exchange an item?
If your item doesn't fit or you have ordered the wrong color or size, you will be able to exchange it within 30 days from the date of purchase.
To be eligible, items must be unworn, undamaged and unmarked, and in their original packaging.
Email us: info@colourtreeusa.com
Give us a call: 626-500-8728
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