FAQ

Our standard shelters with no arm extensions at the top corners are measured by the footprint of the unit, footpad to footpad. If you have a Straight leg unit, the measurement will be the same at the top of the shelter and the bottom of the shelter. If you have an Angled leg or Slant leg unit your top measurement will be smaller than your footprint. For Example: 10’ Horizon is an Angle legged frame, it has a footprint of 10’ x 10’ and a top measurement of 8’ x 8’.

Our shelters with arm extensions are measured by the shaded area, which is the end of the extension arm to extension arm.  For Example:  13’ Gazebo, this is a straight leg unit with extension arms, it has a footprint of 10’ x 10’, but the extension arms provide additional shaded area and measure 13’ x 13’.

Z-SHADE SHELTER: (1)A sticker located in upper area of one of the legs of the frame, (2) The Z-Shade Logo Patch on your top, (3) The roll away or carry bag for your frame and lastly (4) The purchase receipt or User Manual may have a SKU, UPC or description that can be used to determine the product you have.

THE SHADE UMBRELLAS:

Cantilever Umbrella: (1) Sticker located on the opposite side of the crank on the Main Arm.  (2) On a sewn in label that is located on the underside of the fabric top (2) The User Manual for your product and lastly (3) The purchase receipt or may have a SKU, UPC or description that can be used to determine the product you have.

Patio Style Umbrella: (1) Sticker located on the upper part of the pole, near the canopy. (2) On a sewn in label that is located on the underside of the fabric top (2) The User Manual for your product and lastly (3) The purchase receipt or may have a SKU, UPC or description that can be used to determine the product you have.

THE SHADE BACKYARD GAZEBOS: There are currently only 2 Backyard Gazebo units.  Please visit the link below to determine which item you have.

https://zshadeusa.com/en-gb/catalog/Products/backyard-gazebos

After the initial set up, it only takes seconds to set up your shelter or take it down.

Please know, for all our parts, while similar in construction, have enough differences that they are NOT interchangeable. If you cannot find your frames diagram for part identification, please contact us at info@zshadeusa.com Monday-Friday 8:00am – 4:30pm Pacific Standard Time for further assistance.

Z-Shade Shelter parts are NOT compatible with any other instant shelter manufacturer on the market.

Our Z-Shade shelters and accessories along with The Shade Gazebo/Umbrellas are NOT waterproof, they are water resistant.

Waterproof means water will not come through. Water resistant means that water will eventually leak through- especially at the seams. It will keep out some water, but it is not guaranteed.

There is nothing that can make our shelters waterproof. Any changes or alterations to your shelter will void our warranty.

Our shelters are NOT fireproof, they are fire retardant, meeting CPAI-84 certifications.

We recommend using warm soapy water or a mild detergent such as Simple Green along with a wet cloth to clean out any dirt off the canopy top. Please be sure the top is completely dry before putting it away. We also recommend wiping sliding marks on the aluminum poles with a damp cloth.

You can wipe down your frame with a damp cloth.

If the trusses are hard to pull in/out, first check the tightness of the bolts/nuts. Sometimes if the bolt is tightened too much, it will not let the truss open/close how it should. If trusses and/or canopy legs are getting stuck due to dirt/debris, we recommend you use silicone spray.

Our bolted frames connect the trusses with nuts and bolts at each corner of the leg.  Our boltless frames connect the trusses at the leg with a barrel; each leg has a black case with an end cap and each truss is connected to that case with a plastic barrel.

The bolted parts are not compatible with the boltless frames or vice versa.  The holes drilled on the trusses are different sizes, making the nut/bolt and barrels not interchangeable. 

Please visit our contact us area on our site (link below).  Here you can request an order or warranty claim update, as well as request a return call to speak to someone directly.  You are also able to request any other additional help information you may need.

https://zshadeusa.com/en-gb/contact-us?route=extension/mazaengine/maza/page

Please visit our contact us area on our site (link below).  Here you can request an order or warranty claim update, as well as request a return call to speak to someone directly.  You are also able to request any other additional help information you may need.

https://zshadeusa.com/en-gb/contact-us?route=extension/mazaengine/maza/page

Shelter: Our shelters come with a limited warranty of 1-2 years (from the date of purchase) depending on the model.

Accessories: Z-Shade Co., Ltd. warrants all accessories to be free from defects in materials and/or workmanship for a period of ninety (90) days.

Replacement Parts: Z-Shade warrants that on the date of original purchase and/or warranty replacement and for the immediate following 6-month period, this product will be free from defects in material or workmanship. 

Please see our warranty information by clicking on the link below:

https://zshadeusa.com/en-gb/information/z-shade-shelter-warranty

There are several situations where we can courtesy a warranty claim, please fill out the claim form and note that you received this shelter as a gift, or that you lost your receipt. A customer service representative will contact you and confirm if more information is needed, and if your claim will be processed.

Our Backyard Gazebos come with a 1-year limited warranty from the date of purchase.

Please see our warranty information by clicking on the link below:

https://zshadeusa.com/en-gb/information/the-shade-gazebo-warranty

Limited Warranty (Frames and Accessories): Our Umbrellas come with a 1-year limited warranty from the date of purchase.

Fabric Limited Warranty: The polyester fabric has a limited warranty against fading for: 3 months – Polyester. 

 Please see our warranty information by clicking on the link below:

https://zshadeusa.com/en-gb/information/the-shade-umbrella-warranty

We can only deliver to physical (non-PO box) United States addresses.

Shipments to Hawaii and Alaska must ship via air, either UPS Next Day Air or 2^ND Day Air.

Unfortunately, we do not ship to Puerto Rico at this time.  

We are not set up for customer pick-ups, all orders must be placed online and shipped via shipping carrier.

Z-Shade Co. LTD cannot be held responsible for meeting a specific delivery date. Once orders are received, they ship within 2-5 business days plus transit time. Any concerns about meeting a specific delivery date, customers should select an express delivery option such as Next Day Air, 2^nd Day Air or 3day Select, or contact us at info@zshadeusa.com Monday-Friday 8:00am – 4:30pm Pacific Standard Time.

RETURN, REFUND AND EXCHANGE POLICY: You may return or exchange any item purchased on www.zshadeusa.com within 30 days of delivery date. Please note that there is a restocking fee of 10%.

Requests after 30 days of merchandise receipt, or consumer error when ordering online will not be honored. Customers are required to pay all shipping costs for returns and exchanges. Refunds will only be granted for merchandise that is unused, unopened and in original packaging. 

 RETURN, REFUND AND EXCHANGE PROCESS: To qualify for a return or exchange, merchandise must be new and in its original condition, including packaging, accessories, manuals, etc., You must first contact our customer service department by email info@zshadeusa.com to request a Returned Merchandise Authorization (RMA), be sure to include your Order ID.  If approved, you will receive an RMA number along with detailed instructions on how to return your merchandise. Z-Shade Co. Ltd. will not honor returns without an RMA number. 

Returned or exchanged merchandise must be received by Z-Shade Co. Ltd within 15 days of RMA issue date. We suggest that you return the merchandise using a courier with tracking capabilities, such as UPS or FedEx. The customer is responsible for all charges related to return shipments. 

Please allow 5-10 business days to process returns and exchanges upon receipt. All returns and exchanges must be inspected by our quality control division before a refund can be issued. If the merchandise does not pass inspection, the merchandise will be shipped back to the customer without issuance of credit, and the customer will incur all shipping costs. If merchandise does pass inspection, we will reimburse the credit card used to make the original purchase for the following:  Original purchase price of the item(s), less the original shipping cost, and less a 10% restocking fee.

Orders placed Monday through Friday will ship within 2- 5 business days. Please account for UPS/USPS shipping time from Southern California, along with our order processing time when choosing your orders shipping method.

If all the documentation is accurate and complete, the claim is processed in 1-2 days.  Once the claim is approved the warranty will then ship. (You will receive an email update.)  Please note that the transit times once your claim has been shipped are 3-7 business days depending on the destination.

Please send us an email at info@zshadeusa.com.  We can let you know the estimated date we expect to receive and put you on a notification list so when the parts arrive you are notified.

Please send us an email at info@zshadeusa.com and include your order number and let us know if you want to cancel or what you would like to change. You will receive an email back with additional information and confirmation of the request.

Please contact us at info@zshadeusa.com, provide your order number and details of your order.  We will investigate the issue and contact you with a resolution or advise how to proceed.

Yes, please send an e-mail to info@zshadeusa.com and provide us with the following information: Your name, e-mail address, and phone number. We will reset your password and send out an e-mail confirmation with your new password.

Our website is user friendly but if you are having any issues placing an order or creating an account, please email us a screenshot of the issue or provide a brief description of the issue at info@zshadeusa.com.  We will review and respond with a resolution.

If you need assistance repairing or replacing any part of your frame, example, a truss or leg, please contact us at info@zshadeusa.com and we will send you instructions on how to repair or replace your part or set up a call for additional help.