FREQUENTLY ASKED QUESTION

PARTS

We take great care to ensure that you receive all the necessary parts listed in the instruction manual. Even if you don’t plan to install your unit right away, please take the inventory of all parts when you receive your order.

If you think something is missing, Gazebo Penguin will be happy to supply the part free of charge within 30 days of purchase. (After 30 days, the customer will be responsible for the cost of any missing parts and shipping charges).

Please have the following information ready when requesting parts:

  • Your name and mailing address
  • Your phone number
  • Model number purchased
  • Copy of sales receipt
  • Number of missing parts and quantity

To make a claim request, we invite you to complete this form: https://gazebopenguin.com/en/warranty-claim

Yes, we have replacement parts in stock. Contact our Customer Experience team with your model or part number. We will be happy to provide you with a quote.

Unfortunately, we do not customize our products, it would void the warranty.

Unfortunately, we cannot guarantee that our parts would be compatible with other companies’ products.

FREQUENT QUESTIONS

They are 8 mm wide.

Yes, but we recommend a maximum weight of 25 lbs.

Our products should be installed on a concrete or wood floor. Please make sure the floor is leveled.

 

The type of anchors varies depending on the type of surface it is put on. I recommend you reach out to your local hardware store to obtain he proper type of anchoring system.

We do not recommend using a stove inside your gazebo/solarium. You could use a heater but it should not be placed near the windows.

WARRANTY

Please refer to your manual for your warranty information. Do you have additional questions about the warranty on your shelter or solarium? Contact our Customer Experience team at 1-800-737-7174 or info@gazebopenguin.com

Damage occurring in transit, accident, tampering, modification, vandalism, negligence, misuse, abrasive contact, faulty installation, lack of care or if affixed to an attachment not supplied with the shelter. Improper installation according to the instructions provided.

Wear of fabric due to acts of nature, i.e. hurricane, tornado, wind, flood, snow, wind-blown debris, etc.

Labor and installation costs. The client is responsible for all zoning and permits if required.

Please refer to your manual for your warranty information. Do you have additional questions about the warranty on your shelter or solarium? Contact our Customer Experience team at 1-800-737-7174 or info@gazebopenguin.com

To make a claim request, we invite you to complete this form: https://gazebopenguin.com/en/warranty-claim/

 

MAINTENANCE

You can remove accumulated snow or ice from the roof structure using a broom, mop or soft-edged instrument. Use caution when removing snow from the cover. Always remove it from outside the structure. DO NOT use tools or hard-edged instruments, such as rakes or shovels, as this may cause holes in the cover.

Clean with mild soap and water. Do not use bleach or abrasive products.

RETURNS & EXCHANGES

Unfortunately, it is not possible to return our product without it’s original packaging.

The product can be returned 30 days after receipt. However, the product must be in resalable condition and in the original boxes. Return costs must be paid by the customer. To obtain return authorization, contact our Customer Experience team at  1-800-737-7174 or via email at info@gazebopenguin.com

By contacting Customer Experience at 1-800-737-7174 or via email at info@gazebopenguin.com

SHIPMENTS AND DELIVERY

We ship orders within 24-72 business hours.

Yes, it is possible to pick up the order at our Montreal warehouse. You must place your order with a member of our Customer Experience team at 1-800-737-7174. They can give you all the details.

Pickup can be done within 24 hours after placing the order with the customer experience team.

Small items will be delivered to your address without an appointment. On the other hand, when it comes to a shelter, gazebo or solarium, an appointment will be necessary. The delivery company will contact you to make an appointment.

Despite all the precautions taken by our teams, damage may occur. We ask you to take pictures of the boxes, indicate it on the delivery note and contact our Customer Experience department. We will look at the options with you.

Delivery costs are different depending on the type of product ordered. When confirming your order, the costs will then be indicated to you.