Common FAQ's about our Pergolas

Here is a list of commonly asked Questions and that we get asked about our Pergolas, and an answer to each of them.If you have any Questions that you do not see listed please contact us at info@pergoladepot.com, or call us at 877-563-0002.

1. What is the difference between a Pressure Treated Pine and Rough Sawn Cedar Pergola?
   • Western Red Cedar is a beautiful light amber color. It has a wonderfully appealing fragrance that adds another dimension to its qualities. Western Red Cedar is also highly resistant to decay, which makes in great for outdoor use. It is lightweight with close, even grain. It is easily worked and can be finished smooth with little effort. Western Red Cedar takes paints and stains very well. Western Red Cedar is used in situations where exposure to the elements is continually severe.
   • Pressure Treated Pine is also very insect and rot repellant, and able to withstand severe elements, but has chemicals added to give it those properties. Pressure treated pine comes with a green appearance. As it dries it will turn to a golden brown, then gray if it is not water sealed or stained.
   
   
2. Will the pergola need to be stained or water sealed?
• The lumber does not need to be stained or water sealed, but as with any lumber it will weather to a gray color if not stained or sealed. To keep the lumber looking it's best we recommend sealing it once the first year, then every 2nd year thereafter. You can purchase a stain and water seal combination from any hardware store that goes on in one application and saves tons of time.


3. Can I stain and water seal the lumber before I install the pergola?
• If you order a Cedar Pergola you can stain the lumber before installation because the lumber is kiln dried. If you order a pressure treated pine pergola you will have to wait about a month to two months after it is installed in order for the lumber to be dry enough to absorb the stain or sealant. It is not recommended to leave the pine pergola parts out on the ground to allow the drying time as this will cause parts to twist and bow. 


4. How long will it take to receive my pergola once I place the order?
• We will have the pergola shipped within ten business days. Then it could take up to 7 business days in transit depending on what part of the country you're in. So all together you’re looking at about 2-1/2- 3 weeks. Custom sizes follow the same guideline. On some occasions during the peak season (Spring-Summer) custom orders could possibly take 12-15 business days to ship, but every effort is made to keep it under 10 business days. 


5. How are your pergolas measured?
• All of our standard size units are measured from outside tip to outside tip. There is always a 1'6" overhang past the post on all sides.


6. What if I don't see a size that will fit my situation?
• We offer custom sizes on all models of pergolas. Just fill out our custom quote request form and someone from our sales department will be in contact with you. Every effort is made to have a quote ready for you within 24 hours.


7. What if I need a pergola that is different from all of the designs you currently offer?
• If you have a drawing or an idea of what you would like, let us know and we would be happy to work with you to see if it can be made into kit form and give you a quote on it.


8.  How does the pergola kit come to my house?
• We custom build a pallet that goes under each kit, stack the pergola pieces on the pallet, then strap the pieces down and build crating around the outside to protect the lumber. The kit will come on the back of a semi truck and will need to be hand unloaded piece by piece. The driver is not required to help unload it, but most will anyway. The whole process takes about 10-15 minutes. Just make sure there is a healthy individual present to unload the lumber.


9. I've ordered my pergola, what happens now?
• You will receive an order confirmation showing the date that your order will ship.
•  Your order will then go to our shop where your pergola will be manufactured.
•  Upon shipment of your order you will receive a shipping confirmation with a link to the shipping company's website and a pro number to use while tracking your shipment. We will also attach the packing list for the shipment, a picture of the crate before getting loaded onto the truck, and the installation instructions.
• The shipping company will then call you (usually once the freight has reached the destination terminal) to set up a delivery appointment. Again, the kit will need to be hand unloaded piece by piece.


10. What do I need to have when the delivery driver shows up at my house?
• You will need a tool to cut the strapping from the crate (scissors or knife) and possibly a screw gun with a Phillips bit to uncrate the lumber. Every kit is crated a little differently due to the different sizes of pergola kits available. Not all crates will need to have screws removed but those that do will usually have 4-6 screws to take out in order to remove the pergola pieces from the crate.


11. Do you offer returns or refunds?
• We do not offer refunds or returns. All of our pergolas are cut to order with options specific to each customer, therefore no returns or refunds are accepted. All sales are final.


12. What happens if there is damage to my kit during shipping?
• 99% of our kits make it to their destination with no damage, but in the rare instance that there is damage, here's what to do:
• If when the driver shows up and you can plainly see that the crate has sustained damage or the lumber is no longer crated, it is best to refuse the shipment. This way the freight will be redirected back to our warehouse where we can then pull the crate apart and inspect each piece. We can then replace the parts that were damaged, rebuild the crate and resend the shipment. We work with the shipping companies on the claim process and you will not have to do anything.Important Note: This is not to be used for returning your order in cases of buyer’s remorse, or for any other reason. All sales are final. If we receive a shipment back with damage your order will take priority in our production schedule and your kit will be reshipped ASAP.
• If you cannot visually see that the crate has been damaged, and upon removing the pieces from the crate you find damage, you must make a note on the driver's delivery paper work. Take pictures of the damageand email them to support@pergoladepot.com. If this is not done we will have no grounds to make a claim against the shipping company and replacement parts will not be sent. Please hold on to the damaged pieces as the shipping company may need to send an inspector out to see the damage. Once we are through with the claim process on our side we will let you know. You will then be able to discard the damaged parts.