Palram - Canopia | Balance Greenhouse

We work very hard to ensure that we offer the absolute best prices online.  If you find another online store that offers a lower price than us, you may contact us to request a price match prior to your purchase.

Our 100% Price Guarantee has some limitations:

• Price Match Guarantee must be requested before you purchase the item from our website..
• Promotions such as rebates and buy one get one free offer are not eligible.
• The item must be in stock on the competitor's website.
• The competitor must be an online store. They may not have a retail location.
• The website cannot be a discounter or auction website (i.e. eBay, overstock, etc..)
• The competitor must be an Authorized Retailer of the product in question.
• The Price Match Guarantee includes the item price and shipping charges. It excludes sales tax.

We reserve our right to make price adjustment at any time on our products. We can cancel orders and refund customers' money because of pricing errors (or for any reason).

Free Shipping:

Free shipping does not apply to orders to Hawaii and Alaska, outside the contiguous 48 states.

Order Confirmation:

As soon as you place your order, you will receive an order confirmation email.  This means that we have received your order in our system and pre-authorized your credit card for the purchase.  At that point, we automatically reach out to our suppliers to confirm that the product is in stock and available for immediate shipment.  If your item is on back order or unavailable, we will void the pre-authorization and reach out to you via email. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Order Shipment:

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@mygreenhousestore.com.

Curbside (or Tailgate) Service:

Please note the prepaid LTL shipments are shipped curbside which means the semi-truck will pull up to the curb at the residence. The semi-truck driver is not required to remove the product from the truck. You will have to be home for delivery and in most cases will need 1-2 people to take the product off the semi-truck. There are usually 2-3 boxes per pallet.  Once the pallet bands are cut, it will be easier to unload each box. The truck driver will call you to schedule delivery.

Lift Gate Service: 

With lift gate, the semi-truck driver will assist in removing the product from the truck. The driver will unload the shipment to the residence curbside. You will need to be home for delivery.  Since most of our delivery is to residential area, lift gate is automatically added.  If you don't need lift age service, please make a note in the order.

Lift gate is not available on select items including the Palram 13’ Feria Patio Covers and the Palram San Remo Sun Rooms.

Delivery:

The freight company will make a delivery appointment before attempting to deliver the shipment. If the driver attempts to make a delivery on the agreed upon appointment window and you are not there to accept delivery, you will be subject to re-delivery charges for every attempted delivery thereafter.  If for whatever reason you cannot be reached, storage charges will incur and you will be responsible for the storage charges.

Damages

We only have a 48 hour window to report a claim, please inspect the packaging of your item(s) immediately when they arrive. If you notice any damage, you should take pictures of the damage and make note of it when signing for delivery.  If your item(s) do arrive damaged, please send photos to returns@MyGreenhouseStore.com and we will process an insurance claim on your behalf.

If the damage is excessive, you should refuse the shipment. When you sign for the delivery without noting damages, it means you accept the item as is.

Replacement Parts

To ensure your assembly is a smooth and productive process, please inventory and examine your kit immediately after receiving. Take notes and pictures of any missing, defective or damaged parts. Report the information to us and we will provide you the replacement parts at no cost.  We will not accept full returns on any products due to missing, defective or damaged parts.

Cancellations & Refunds

All orders canceled after 48 hours are subject to a $25 administration fee, whether or not your order has shipped.  If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

If you are not home for delivery or refuses shipment for whatever reason, you will need to pay a 25% restocking fee and any added freight charges associated with the returned shipment. Credit will not be given until the product is received at our warehouse.

30-Day Return

If you decide to return the product due to buyer’s remorse, you can initiate a Return Request within 30 days of the order days.  No return is accepted after that window.  Returns must be in original packaging and new condition with all hardware, instructions, warranties, registration information and packaging material. Please email us at returns@MyGreenhouseStore.com to request a Return Authorization number.

Upon Return Authorization approval, MyGreenhouseStore.com will provide the customer with the appropriate shipping instructions and return address. Returns will not be accepted without a Return Authorization number. Refunds will be re-applied to original Credit Card and will equal the purchase price minus shipping and handling costs to the original delivery location and 25% restocking fee.

Return shipments must be paid by customer and shipped to our designated warehouse with adequate shipping insurance. Please select a reliable Freight carrier that will provide a tracking number, shipping insurance and proper packaging as MyGreenhouseStore.com is not responsible for lost or damaged returns.

All returns will be inspected by our warehouse staff to determine if the return meets our stated criteria. Refunds will not be issued if there are missing parts, packaging or product is not in resalable condition. Unauthorized returns or returns without prior approval will be returned to customer freight collect.

***** The product MUST be in original packaging & never built. Once received back, return will be inspected & if found to have been built or damaged in any way, the credit amount may be reduced possibly to zero if not resalable. *****