Forever Redwood Sebastopol Pergola

Cancellations & Modifications

• Standard Orders (Prior to Production): Orders can be modified or canceled free of charge via phone or email before entering production, which typically begins within 5 business days of placement.

• Standard Orders (After Production Begins): Cancellations and refunds are strictly not accepted once cutting or assembly starts. Every item is custom hand-built to order (specifications include custom dimensions, selected wood grade, and finish options) and cannot be resold.

• Pergolas, Pavilions, Gazebos & Custom Structures:

  • Design Drawing Approval: Production will not begin until you review and sign off on full engineering shop drawings.

  • Deposit Terms: Custom structures over $10,000 require a 1/3 initial deposit; projects exceeding $100,000 require a 20% initial deposit.

  • Cancellation Fee After Design Start: Once design work and CAD drawings have commenced, 50% of the initial deposit is non-refundable to cover engineering and drafting expenses.

  • Scope Flexibility: You may freely pivot, resize, and revise design details during the drawing process before final approval.

Return & Refund Policy

• No Standard Returns: Due to the custom, made-to-order nature of each piece, Forever Redwood does not accept physical returns or provide general refunds on built items.

• Satisfaction Guarantee: If an item does not meet expectations upon delivery, contact customer support with photos. Rather than taking back the product, Forever Redwood will work with you to fabricate replacement parts or an entirely new item either free of charge or at a significantly reduced rate.

• Do Not Refuse Shipments: Customers must accept delivery even if transit damage is suspected. Refusing delivery delays resolution. Signing for the shipment with damage notes and photographing the crates ensures prompt replacement processing.

Transit Damage & Shipping Issues

• Reporting Protocol: Inspect all packaging upon arrival. If damage is visible, accept the delivery and note "Damage visible, photos taken" directly on the driver’s Bill of Lading (BOL).

• Internal Protection: Crates and boxes are heavily padded; exterior scuffs rarely penetrate to the wood itself. Customers are advised to unpack the parts for inspection.

• No-Cost Replacements: If parts are scuffed, broken, or lost in transit, email clear photos to support@everhavensaunas.com. Forever Redwood will provide matching touch-up kits, ship replacement parts, or build a new unit at zero cost to you.

Wood Decay Warranty Coverage

Compare Wood Grades

Every structure includes guaranteed protection against wood decay when sealed with recommended Transparent Premium Sealant (Sikkens Proluxe) or factory exterior stains:

• Old-Growth Redwood: 30-Year Decay Warranty

• Mature Redwood & Mosaic Mature Redwood: 20-Year Decay Warranty

• California Redwood & Mosaic California Redwood: 15-Year Decay Warranty

• Douglas-Fir & Mosaic Douglas-Fir: 10-Year Decay Warranty

• Paint & Primer Finishes: Choosing a painted or primed finish cuts the decay warranty period by 50% across all wood types, as moisture trapped behind unmaintained paint seals accelerates microbial decay.

• Decay Remedies: Any component failing from wood rot during the warranty timeframe is replaced at zero charge. If the entire structure is compromised due to decay, a full replacement is provided at no cost.

Warranty Exclusions & Post-Warranty Support

• Natural Checking & Minor Cracks: Small seasonal cracks (checks) occur naturally as outdoor timber expands and contracts with shifting temperature and humidity; these do not affect structural performance and are not covered under warranty.

• Cosmetic Weathering & Finish Aging: Sealants naturally weather, dry out, and turn into an organic silver-gray patina over time. Finish fading is not a defect. Bi-annual maintenance is recommended to maintain color, but is not mandatory to keep the decay warranty active.

• Lifetime Component Replacements: Products do not need to be discarded if damaged outside the warranty (e.g., puppy chews, mechanical impact, or aging past the warranty limit). Forever Redwood will identify the part from photos and provide affordable, precision-milled replacement pieces for the lifetime of your structure.

Shipping Rates & Origins

• Origin: All orders ship directly from San Diego, California.

• Domestic Freight Rates: Shipping costs range from FREE up to 20% of the item cost, calculated based on the total order value and delivery destination. Exact shipping costs are determined in real-time at checkout by entering your destination address.

• Fully Assembled Delivery Surcharges: Benches and furniture ship in a few easy-to-assemble, match-marked components to keep transit costs down (e.g., an 8 ft Ti Amo bench unassembled is an 8.5′ x 1.5′ x 1.5′ crate weighing 120 lbs). Shipping items fully assembled multiplies packaging size (e.g., an 8.5′ x 3.5′ x 3′ crate weighing 180 lbs) and significantly increases freight charges.

Delivery Methods & Carrier Handling

• Small Orders (UPS / FedEx Ground):

  • Shipped in heavy-duty double cardboard boxes dropped off directly at your front door.

  • Total shipments may equal hundreds of pounds, but individual boxes will always weigh under 80 lbs for manageable handling.

  • No signature is required by default, and packages can be left on-site upon request.

• Large Orders & Heavy Freight (LTL Carriers):

  • Shipped via nationwide LTL carriers (such as Roadrunner Transportation) using dedicated box trucks with hydraulic liftgates.

  • The carrier lowers the crated shipment directly onto your driveway or curb where the truck can safely reach.

  • Driveway Extension: Drivers are not obligated to carry freight to backyards; however, if your driveway extends to the backyard, drivers can often maneuver the pallet jack further back if coordinated directly upon arrival.

• Apartments & Restricted Access Buildings: If receiving wooden crates is difficult at your building or facility, notify us in advance. For most non-oversized orders, shipments can be separated into double-padded individual boxes instead of palletized crates.

• Unpacking Large Crates: Boxes inside the crate weigh under 80 lbs. To unload, simply unscrew one side of the crate using a power drill (or pry open with a crowbar), cut the banding, and carry the individual padded boxes inside.

Delivery Appointments & Scheduling

• Tracking Notification: Full tracking information is emailed the business day following shipment.

• 4-Hour Delivery Window: For large crated freight, the regional terminal will call you once the shipment arrives to schedule an appointment within a standard 4-hour window.

• Carrier Holding Period: Carrier contracts allow holding shipments at the regional terminal for up to 5 business days, allowing you to select the most convenient delivery date.

• Signature & Unattended Drops: While someone should ideally be present to verify external crate condition, unattended deliveries are permitted. Depending on the carrier assigned, you may need to fax or electronically sign a waiver authorizing drop-off without anyone present.

Shipping Transit Damage & Guarantees

• 100% In-Transit Insurance: All shipments are fully insured against transit damage. Less than 0.5% of shipments experience carrier damage.

• Inspection Best Practice: If visible package damage is observed, note it directly on the delivery receipt with the driver. However, even if damage is noticed after delivery, your items are fully covered.

• Free Replacements: Damaged or missing pieces will be replaced at no cost. Replacement components typically take 1 to 2 weeks to fabricate and dispatch depending on seasonal volume.

• Delayed Unboxing / Spring Storage: Orders left unopened for extended periods (such as winter storage in a shed or carriage house) remain protected. If any missing parts or hidden issues are found once opened, notify customer service for resolution.

Regional Delivery & White-Glove Installation

• On-Site Setup Availability: Full delivery and on-site assembly services are available throughout California, Nevada, and Arizona.

• Nationwide Large Orders: On-site assembly teams can travel outside primary states for large orders if scheduled with sufficient lead time. Custom installation fees vary based on structure size and job site location.

Eco-Friendly Packaging & Crating

• Sustainable Shop Scraps: Crates and pallets are built from reclaimed Douglas-Fir and Redwood shop scraps rather than standard industrial single-use timber.

• Repurposing Encouraged: Crating timber is rot-resistant, high-quality wood designed to be disassembled and repurposed into garden planter boxes, fences, or exterior patio carts rather than discarded.