Shipping and Production Timelines

Please contact us with any inquiries, shipping times, production times, and special orders; we are here to help.

Shipping Time Frames

Orders sent via UPS or FedEx Ground average 4 - 7 business days once they leave the factory.
Orders sent via Freight Carrier (LTL) average 6-15 business days, depending on location, once leaving the factory.
*Please remember that these time frames are AFTER the product leaves the factory. Production Time is not included in this. Contact us for estimated production and shipping times for your order.
The Garden Gates does not guarantee the delivery of any item to reach its destination for any holiday or special event. To inquire about delivery within a specific time frame, call to speak to a representative. TheGardenGates.com team will do their best to deliver your order within the requested time frame, but we cannot guarantee this. TheGardenGates.com is not responsible for a delay in delivery due to the holiday closure of any shipping company, weather delays, natural disasters, or any unforeseen problems noted by our shipping carriers.
**Production Time Frames**
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The production timeframe for all cast stone pieces by **Campania International is 5-7 business days.** In the spring and summer seasons, the production lead times can take longer due to the influx of orders. This is from when the order is placed until it is prepared to ship, excluding holidays and weekends. After submitting payment, you have 24 hours to notify The Garden Gates if any changes need to be made to your order. Should the production time frame need to be extended for quality control measures or to ensure the safe travel of the order, you will be notified by email. Each piece is handmade in the USA and shipped directly from the manufacturer.
**You have 24 hours from when the order was placed to cancel a custom order and have the amount refunded to your credit card. After 24 hours, all customized orders are non-refundable.**
  • Custom address signs and mailboxes are final sale. The lead time on these pieces is 2 to 4 weeks, depending on the product. These pieces are handmade in the USA and shipped directly from the manufacturer.
  • Good Directions Cupolas take at least 10-14 business days to prepare for shipment. Please consult with one of our technicians on the proper size for your structure to ensure the correct piece is selected. These pieces are handmade in the USA and shipped directly from the manufacturer.
  • Simply Shade items that require a custom or upgraded fabric and frame (replacement canopy) are a final sale. The lead time for production takes 4-6 weeks.
  • Breezesta items are a final sale. The lead time for production takes two weeks for standard items, subject to change based on market flow. Special-ordered colors and fabrics may take longer.
For all orders, we can provide you with an updated lead time. During certain times of the year, the production times can be much shorter or longer. The time frames given are just an estimate.
**Reconsigning a shipment:**
**Orders that have shipped (while the order is still in transit) and the delivery address that needs to be changed may be subject to a restocking or re-consignment fee. The customer is responsible for all such shipping fees.**
Shipping Fees if Applicable:
When receiving freight items such as furniture and outdoor decor, please inspect all packages carefully for any damage that may have occurred in transit.
**Claims against damaged items must be made within two business days. After two business days, claims will not be accepted and cannot be returned.**
For specific product policies, please see our vendor warranties. The Garden Gates does everything it can to guarantee speedy and safe delivery of your products and special orders. We try our best to ensure that everything is processed and on its way within 7-15 business days; however, circumstances out of our control may affect this. Some brands require a 6-8 week production time until products ship. We welcome inquiries into delivery estimations and provide our customers with tracking information.
  • If the customer refuses a shipment, the customer will be charged for shipping and freight charges, including those incurred to ship the item to the customer and the return shipping or freight.
  • If a shipment is delayed and incurs storage fees, the customer will be responsible for payment of those fees.
The manufacturer determines fees such as restocking or re-consignment as part of their policies. The value is based on a percentage of the order or a set price, depending on their policy. If this issue arises, we will get this quote for you as part of the shipping resolution process. All quotes for these fees will be provided via email.
**Shipping via LTL or Freight Truck**
Many heavier items, such as those made with cast stone or oversized items like furniture, will ship with an LTL (less than truckload) Freight truck. This process is simple. However, there are a few points to know when receiving your order.
  • Please inform us of any particular circumstances when you place your order. Additional services requested during delivery will result in further delays when receiving your item.
  • The free shipping option is for all of the products. For our oversized items, this service stops at your CURBSIDE.
If there is a delay when receiving your delivery and storage fees are charged, the amount of any fees and shipping will be the consumer's responsibility. If you do not communicate with the freight company or The Garden Gates, your order will be surrendered to the manufacturer, and a replacement or refund will not be applicable. If an appointment would still like to be made after your order is surrendered, the customer is responsible for all shipping costs.
**Please communicate with us regarding any special needs for your delivery when the order is placed to avoid this circumstance.**
  • The delivery company will contact you to set up an appointment using the information provided on the order.
  • Please be sure your phone number and email address are correct.
  • Failing to provide the proper contact information can delay delivery and possibly storage fees.
At the time of delivery, please inspect your order:
  • Please note on the BOL (delivery ticket) PENDING INTERNAL INSPECTION. Please report any defects in the packing and take pictures.
  • If your item is damaged in shipping, this information is vital in quickly processing and resolving your claim.

**Shipping Claims**
**Claims against damaged items must be made within two business days. After two business days, claims will not be accepted and cannot be returned.** **We will ask for pictures to be emailed to start the claim. We cannot submit any claim without photos of the damaged item and the shipping materials.**
For all standard ground shipping with UPS and FedEx, please submit images and details of the damage. Once the claim has been submitted, please email all the details to claims@thegardengates.com.
Claims for all heavy items delivered by an LTL Carrier must start immediately. We are at the mercy of your images and delivery details; the more information we have, the faster we can resolve your claim. Please get in touch with us first and follow the instructions, as these carriers can have different policies for their resolution process. **claims@thegardengates.com**
**Damaged Items**
When you receive your order, inspect the outer package for any damages as soon as it arrives. If there are any damages upon opening your shipment, please take notes and pictures so that you can provide us with all pertinent details within 48 hours. When applicable, please note this with the delivery driver as well.
  • Email the picture(s) that best represents the damage to your product and provide any helpful information in the description section.
  • If the outside of the package was noticeably damaged, did you tell the delivery person when it arrived?
  • Does the damage look related to shipping, or does it appear product-related?
  • Does the entire item need to be replaced or just a part?
  • Please let us know any details that will help us to serve you best.
  • Send all pertinent information to claims@thegardengates.com
Once your report has been submitted, a customer service representative will begin processing your damage report and will contact you with further details.
**The Garden Gates reserves the right to repair or replace damaged items at its sole discretion. Determination of what warrants a repair or a replacement is on a case-by-case basis. The Garden Gates' trained staff has the knowledge to decide how a damaged product will be repaired based on the extent of damage, item availability, and so forth. The Garden Gates can request pictures of the item, packaging, and other relevant images. Failure to provide adequate images or timely notification of damage may void any repair or replacement measures.**
**Shipping Rates**
Most items ship at no additional cost and are noted as "Free Shipping" on each product. If an item does have shipping charges, The Garden Gates will automatically calculate your shipping costs at the time of checkout in the shopping cart process once an item is placed into your cart with the appropriate delivery method chosen and your zip code entered. Shipping and handling charges are item charges based on the item's weight, the box's size, and the delivery destination. Some of our items require additional charges to ensure they arrive safe and sound at your home.
**Tracking Your Order**

Tracking information will be emailed to you once your order has shipped. Please note that it could take up to 24 hours from when your order leaves the warehouse to when the information is available on the carrier's website.
You can find tracking information in your account. We will also email you the tracking. Please feel free to call, email, or chat with us for an update! **888-715-8885 9 am-5 pm Central Time or email any time at info@thegardengates.com**
**Shipping Backorders**
**Backorders after 24 hours of the placement of the order.** It is rare, but in some cases, there is a delay in producing one of the items. This is due to material availability, labor force, and supply chain issues. All of which are out of our control. We strive to keep items in our collections with the shortest possible lead time. However, we are not perfect. We can and will keep you updated along this process via email. We know that communicating with you is vital, and all news of your order status will be at your fingertips. 
Due to the methods and techniques of our items, we can not cancel your order due to a delay in the production process. We work with skilled artists and artisans who have accounted for your item in their production process. 
You can always contact us: We are available from 9 a.m. to 5 p.m. Monday to Friday Central Standard Time via chat and phone at 888-715-8885. Order email 24/7 via info@thegardengates.com
Before placing an order for a custom-made piece, feel free to reach out, and we can confirm the production timeline and do our best to avoid any possible delays.
  • Occasionally, some items are unavailable, and we must backorder them from other various warehouses across the country or source them directly from the manufacturers.
  • Sometimes, an IN-STOCK item may be OUT OF STOCK (selling out before we've had a chance to update the website)
The Garden Gates does its best to ship out products promptly, but we reserve the right to backorder or cancel orders anytime for any reason.
The Garden Gates will not be responsible for customer losses due to the scheduling of electricians, contractors, or other professional installations.
**You accept these terms without limitation or qualification by accessing or using any part of the site. If you do not agree with all of the terms set forth on the site, you may not use any portion of the site. Price and policy information on this site is subject to change without notice. The Garden Gates reserves the right to change these terms and conditions of use without notice.**