At Pacific Horizon Living, many of our products are oversized, freight-shipped, made to order, or customized for a specific project. Shipping methods, costs, and delivery timelines therefore vary by product, configuration, and destination.
Please review this policy before placing your order.
1. Order Confirmation and Lead Times
Estimated lead times begin only after all applicable order requirements have been completed, including:
- The order has been accepted and confirmed;
- The required payment or deposit has been received;
- Product dimensions, colors, finishes, and options have been finalized;
- Customer-approved drawings or specifications have been completed, when applicable; and
- Any required shipping information has been provided.
Changes requested after order confirmation may result in additional charges and revised production or delivery estimates.
All production, shipping, and delivery timelines are estimates unless Pacific Horizon Living expressly confirms a guaranteed date in writing.
2. Estimated Production and Delivery Timeframes
In-Stock Accessories and Small Products
Estimated processing time: 3–7 business days
Estimated carrier transit time: 3–10 business days, depending on the destination and selected shipping service.
Standard-Size Outdoor Products
Estimated total lead time: 6–8 weeks
This estimate may include:
- Standard production;
- Quality inspection;
- Export preparation and packaging;
- International or domestic freight transportation;
- Customs clearance, when applicable; and
- Final regional delivery coordination.
Custom and Made-to-Order Products
Estimated total lead time: 8–12 weeks
Complex configurations may require additional time, including:
- Custom-size pergolas;
- Special colors or finishes;
- Glass doors and enclosure systems;
- Outdoor kitchens and custom countertops;
- Integrated screens, lighting, heaters, or control systems;
- Project-specific engineering; and
- Large commercial or multi-unit orders.
Your quotation or order confirmation may provide a different project-specific estimate. Where provided, the project-specific estimate will apply.
Highly Customized or Commercial Projects
Large, engineered, multi-unit, or commercial projects may require 12 weeks or longer.
A project timeline will be provided after the scope, specifications, production requirements, and destination are confirmed.
3. Production Time vs. Transit Time
Production time and shipping transit time are separate.
Production time begins after the order is fully approved and ready for manufacturing.
Transit time begins after the completed product has been released to the carrier.
Carrier tracking may not become active immediately after the shipment leaves the manufacturing facility, particularly for ocean freight, consolidated shipments, customs processing, or transfers between freight providers.
4. Shipping Methods
Depending on the product and destination, orders may ship by:
- Standard parcel carrier;
- Less-than-truckload freight;
- Full truckload;
- Ocean freight;
- Air freight;
- Consolidated freight;
- Terminal pickup;
- Residential curbside delivery; or
- Specialized or white-glove delivery, when available.
Pacific Horizon Living determines the appropriate shipping method unless a different method is agreed to in writing.
5. Shipping Costs
Shipping charges depend on factors including:
- Product dimensions and weight;
- Number of packages or crates;
- Delivery destination;
- Residential or commercial address;
- Liftgate requirements;
- Limited-access or remote-area delivery;
- Customs and import requirements;
- Port, terminal, and brokerage fees; and
- Selected delivery service.
Shipping displayed during checkout or included in a quotation applies only to the services specifically described.
Additional fees caused by incorrect address information, restricted access, failed delivery attempts, storage, redelivery, or customer-requested service changes may be charged separately.
6. Delivery Area
Pacific Horizon Living may ship to selected destinations in the United States, Canada, and other international markets.
Availability depends on:
- Product type;
- Carrier service area;
- Import restrictions;
- Local delivery access;
- Product certification requirements; and
- Destination-country regulations.
Customers outside our standard delivery areas should contact us before ordering for a shipping quotation and availability confirmation.
7. Freight Delivery
Pergolas, outdoor kitchens, fire tables, glass systems, and other large products are generally delivered by freight carrier.
Unless specifically stated otherwise, standard freight delivery is curbside delivery only.
Curbside delivery generally means the shipment is delivered to the nearest safe and accessible point at the delivery address. It does not include:
- Moving the shipment into a garage, home, backyard, or installation area;
- Unpacking or removing packaging;
- Assembly or installation;
- Crane, forklift, or specialty equipment;
- Carrying products upstairs or through narrow access points; or
- Disposal of crates, pallets, or packaging.
Customers must arrange suitable labor and equipment to receive, unload, move, and store the shipment safely.
8. Delivery Appointments and Access Requirements
Freight carriers may contact the customer to arrange a delivery appointment.
The customer is responsible for providing:
- A correct phone number and email address;
- An accurate and complete delivery address;
- Safe vehicle access;
- Adequate driveway, gate, road, and turning clearance;
- Any required unloading equipment;
- An authorized person to receive the shipment; and
- Advance notice of restricted-access conditions.
Please notify us before shipment if the destination includes:
- A gated community;
- A narrow or steep road;
- Weight or height restrictions;
- Construction access;
- A residential area unsuitable for large trucks;
- A remote or rural location;
- A school, resort, golf club, military facility, or limited-access property; or
- A location requiring special appointment procedures.
Additional carrier fees may apply.
9. Delivery Inspection
The customer or authorized recipient must inspect the shipment before signing the carrier’s delivery receipt.
Before the driver leaves:
- Confirm the number of pallets, crates, cartons, and packages;
- Inspect the exterior packaging for damage;
- Look for punctures, dents, crushed areas, tears, water exposure, or broken wrapping;
- Photograph the shipment from multiple angles;
- Record any visible damage or missing packages on the delivery receipt; and
- Keep a copy of the signed delivery documentation.
Do not sign the shipment as received in good condition when visible damage is present.
Signing without noting visible damage may limit the ability to pursue a freight claim.
10. Damaged Shipments
Visible shipping damage should be reported to Pacific Horizon Living within 48 hours of delivery.
Concealed damage discovered after unpacking should be reported within 5 calendar days of delivery.
Please provide:
- Order number;
- Delivery date;
- Signed delivery receipt;
- Photographs of the complete shipment;
- Photographs of the packaging and labels;
- Photographs and videos of the damaged area; and
- A description of the damage.
Keep all products, packaging, crates, and pallets until the claim has been reviewed.
Do not install, repair, alter, discard, or return the damaged product without written authorization.
Depending on the circumstances, the remedy may include replacement parts, repair, product replacement, carrier inspection, or another appropriate resolution.
11. Missing or Incorrect Items
Please inspect the shipment and compare it with the packing list promptly after delivery.
Missing or incorrectly supplied items must be reported within 7 calendar days of delivery.
Some hardware and accessories may be packed inside larger components, beams, cabinets, or accessory boxes. Please inspect all packages carefully before reporting an item as missing.
12. Tracking and Shipping Updates
Tracking information will be provided when available.
For parcel shipments, tracking may update shortly after carrier pickup.
For freight and international shipments, tracking may be limited or may not update during:
- Ocean transit;
- Port handling;
- Customs clearance;
- Container transfer;
- Consolidated transportation; or
- Regional carrier assignment.
Our team may provide milestone updates when conventional parcel tracking is unavailable.
13. Customs, Duties, and Import Charges
For international shipments, the customer may be responsible for:
- Customs duties;
- Import taxes;
- Value-added or sales taxes;
- Brokerage fees;
- Port or terminal fees;
- Inspection charges;
- Storage fees;
- Local delivery charges; and
- Other destination-country costs.
Unless specifically included in writing, these charges are not included in the product or shipping price.
Customers are responsible for confirming local import, certification, permit, electrical, gas, and building-code requirements before ordering.
14. Delays
Production and delivery may be delayed by circumstances outside the reasonable control of Pacific Horizon Living, including:
- Material availability;
- Production scheduling;
- Quality-control requirements;
- Supplier delays;
- Weather;
- Carrier congestion;
- Port congestion;
- Customs inspections;
- Government actions;
- Labor disruptions;
- Natural disasters;
- Regional access restrictions; or
- Other transportation interruptions.
We will provide updated information when reasonably available.
For U.S. online orders, sellers generally must have a reasonable basis for the stated shipping timeframe. If the promised shipping date cannot be met, applicable rules may require the seller to obtain the customer’s consent to the delay or provide a refund for the unshipped merchandise.
15. Address Changes
Customers must review the shipping address carefully before submitting an order.
Address changes requested after processing or shipment may:
- Delay delivery;
- Require carrier approval;
- Result in rerouting fees;
- Cause storage or redelivery charges; or
- Be unavailable.
Pacific Horizon Living is not responsible for delays or additional charges caused by incorrect or incomplete information supplied by the customer.
16. Failed Delivery, Redelivery, and Storage
Additional charges may apply when delivery cannot be completed because:
- No authorized recipient is available;
- The delivery appointment is missed;
- The address is incorrect;
- Access is unsafe or restricted;
- Required unloading equipment is unavailable;
- The customer refuses an authorized shipment; or
- The shipment cannot be unloaded within the carrier’s permitted time.
The customer may be responsible for:
- Redelivery fees;
- Storage charges;
- Detention fees;
- Address-correction fees;
- Return freight; and
- Related carrier expenses.
17. Refused Shipments
Customers should not refuse delivery solely because the packaging shows minor cosmetic wear.
If substantial visible damage is present, document the damage on the delivery receipt and contact Pacific Horizon Living immediately for guidance.
An unauthorized refusal does not automatically cancel the order or entitle the customer to a full refund. Return freight, storage, redelivery, and restocking charges may apply.
18. Installation Scheduling
Do not schedule installers, contractors, electricians, plumbers, gas technicians, cranes, or other third-party services until:
- The complete shipment has arrived;
- All packages have been inspected;
- All required components have been confirmed; and
- Any delivery damage or missing items have been resolved.
Pacific Horizon Living is not responsible for third-party labor, cancellation fees, rescheduling fees, equipment rental, accommodation, or other costs caused by estimated or delayed delivery dates unless expressly agreed in writing.
19. Ownership and Risk of Loss
Title and risk of loss transfer as provided by the applicable order confirmation, quotation, shipping terms, and governing law.
Where no separate written shipping term is provided, responsibility for freight claims and delivery issues will be evaluated based on the shipping method, carrier documentation, and applicable consumer law.
20. Contact Us
For shipping quotes, delivery questions, tracking support, freight damage, or missing items, contact:
Pacific Horizon Living
Email: info@pacifichorizonliving.com
Response Time: Typically within 1–2 business days
Please include your order number and delivery address when contacting us about an existing shipment.