LEGAL

Shipping & Returns

Plain-language policies for shopping with EG Pergola, the online store of EG Aluminum. Questions? Email info@egaluminum.ca or call (548) 255-6022.

Last updated: September 12, 2026

This Shipping & Returns Policy applies to all orders placed with EG Aluminum (operating as EG Pergola) ("EG Pergola", "we", "us" or "our") through https://egpergola.ca, by phone, by email, in our showrooms or through an accepted written quote. It forms part of our Terms and Conditions. Nothing in this policy limits the rights you have under the consumer protection laws of your province or territory.

1. Shipping Areas

We ship across Canada by freight carrier from our facilities in Ontario and Québec. Delivery to remote or fly-in communities, islands without regular freight service, or addresses that a standard freight truck cannot reach may require a separate written shipping arrangement and additional charges. If your address falls outside standard carrier coverage, we will contact you before confirming the order.

2. Shipping Costs

Product prices do not include shipping unless stated otherwise. The shipping cost for your order is shown at checkout after you enter your delivery address, or on your written quote, before any payment is taken. Shipping costs depend on the size and weight of the shipment and the delivery location. All amounts are in Canadian dollars and applicable taxes are added at checkout.

3. Delivery Method and Scope

Pergolas, carports and larger accessories ship on pallets by freight carrier. Standard delivery includes:

Delivery by appointment. The carrier will contact you by phone or email to schedule a delivery window.
Curbside or driveway delivery. The carrier unloads the pallets at the curb or at the end of your driveway where the truck can safely stop.
Liftgate service where available, so that pallets can be lowered from the truck without a forklift.

Standard delivery does not include carrying cartons into a backyard, garage or building, delivery to raised areas such as rooftop terraces or elevated decks, delivery requiring a crane, forklift or other special equipment, or extended carrying distances. If you need any of these services, contact us before ordering; they may be possible at an additional cost, which we will quote in writing.

Smaller accessories such as LED kits, heaters and remotes may ship by parcel courier without an appointment.

4. Delivery Timeframes

Estimated lead times are shown on the product page, in your quote or in your order confirmation. Custom and made-to-order items require production time before they ship. Delivery dates are estimates only. They may be affected by production schedules, carrier capacity, weather, road conditions and other events outside our control. We will keep you informed of significant delays, but we are not liable for losses caused by a delay. Please do not book installers or contractors until your order has been delivered and inspected.

5. Your Responsibilities at Delivery

Provide a complete and accurate delivery address, recipient name, phone number and email so the carrier can reach you to schedule delivery.
Tell us before shipping about any access restrictions, such as narrow roads, low bridges, gated communities, steep driveways or limited turning space for a tractor-trailer.
Be present, or have an adult representative present, at the scheduled delivery appointment. If nobody is available and the delivery fails, the carrier may charge a re-delivery or storage fee, which will be passed on to you.
Have enough people or equipment available to move the pallets from the drop-off point to where you will store them. Pergola components are heavy and long.
Sign the carrier's delivery document only after you have inspected the shipment as described below.

6. Inspection and Reporting Damage

Please inspect your shipment carefully while the driver is present:

Count the pallets and cartons and compare them with the packing list.
Look for crushed, torn or punctured cartons, broken pallet wrap, bent profiles or other visible damage.
Note any visible damage or shortage on the carrier's delivery document (proof of delivery) before signing, and take photos of the damage and the packaging.
Report damage or missing parts to us at info@egaluminum.ca with your order number and photos within 48 hours of delivery.
Unpack and check all components as soon as possible. Concealed damage that could not be seen from the outside of the packaging must be reported with photos within 7 days of delivery.

Signing a clean delivery document without noting damage does not remove your legal rights, but it makes it much harder for us to claim against the carrier and may delay resolution. Do not install damaged parts; contact us first and we will arrange repair, replacement parts or a replacement at our option.

7. Refusal of Delivery

If the shipment shows severe transport damage, you may refuse it. Note the reason on the delivery document, take photos and contact us immediately so we can arrange a replacement shipment. If you refuse a delivery that is undamaged and without a valid reason, you may be responsible for the return freight, re-delivery and handling charges, and the order will be treated as a return under the rules below.

8. Risk of Loss and Title

Risk of loss or damage passes to you when the products are delivered to the address on your order. Ownership passes to you once we have received payment in full.

9. Order Cancellation

You may cancel an order free of charge at any time before production of a custom item has started or before the order has shipped, whichever comes first. Email info@egaluminum.ca with your order number; we will confirm the cancellation and refund your payment to the original payment method. After production has started or the order has shipped, the return rules below apply.

10. Returns of Standard Products

Standard, non-custom products (for example stock-size pergolas in standard colours, side screens, heaters, LED kits and accessories) may be returned within 14 days of delivery, provided that:

the product is unused and unassembled;
it is in its original packaging with all parts, hardware and documentation; and
you contact us for a return authorization before shipping anything back.

Unless the item is defective or was not what you ordered, you are responsible for arranging and paying for return freight and for packaging and palletizing the goods securely. Returns travel at your risk; we recommend insuring the shipment. If you would like us to arrange the return carrier, we will quote the cost, which will be deducted from your refund.

A restocking fee of up to 15% of the product price may apply to standard items that have been opened but are unused. Items that have been assembled, installed, modified or damaged, or that arrive back incomplete, may be refused or refunded only in part, depending on their condition.

We do not perform direct exchanges for pergola structures. To obtain a different model or configuration, return the eligible product and place a new order.

11. Custom and Made-to-Order Items

Custom-size, custom-colour, custom-height and other made-to-order configurations are manufactured specifically for your project. They are non-returnable once production has started, except where the item is defective or does not conform to your order confirmation. Please check your order confirmation carefully and contact us immediately if anything is wrong.

12. Defective or Incorrect Items

If a product is defective, damaged in transit or not what you ordered, contact us at info@egaluminum.ca with your order number, a description of the problem and clear photos or video. We will, at our option, repair the product, send replacement parts or replace the product, and we will cover the shipping costs of the remedy. If the item must be returned to us, we will provide instructions and a prepaid shipping method. Restocking fees never apply to defective or incorrect items.

13. Refunds

Once a returned product arrives at our facility, we inspect it to confirm its condition. Approved refunds are issued to the original payment method within 10 business days of inspection, less any applicable return freight charges and restocking fee. Original shipping charges are not refunded unless the return is due to a defect or an error on our part. Depending on your bank or card issuer, it may take several additional days for the refund to appear on your statement.

14. Warranty Summary

EG Pergola products carry a limited warranty of 5 years on the aluminum structure and powder coating and 2 years on mechanical and electrical components, including motors, LED lighting and remotes. The warranty excludes improper installation, loads beyond the stated wind and snow ratings, modifications and normal wear. Full warranty terms are published on the product pages. The warranty is in addition to, and not a substitute for, your statutory rights as a consumer.