Overview
At EBRAHome, we understand that receiving your custom pergola is an exciting part of enhancing your outdoor living space. We’ve designed our shipping process to be as smooth and transparent as possible, ensuring your pergola arrives safely and on time.
Delivery Areas
- United Arab Emirates: We provide comprehensive coverage across all seven emirates, including urban centers and remote areas.
- International Shipping: Available upon request. Due to the custom nature of our products and varying international regulations, please contact our customer service for detailed information on shipping to your specific country.
Shipping Methods and Timelines
1. Standard Shipping
- Cost: Included in the product price
- Lead Time: 2-4 weeks
- This period covers the custom manufacturing of your pergola, quality checks, and preparation for shipping.
- Factors affecting lead time include current order volume, complexity of your design, and availability of materials.
- Shipping Time: 2-4 weeks
- This includes transit time from our facility to your location.
- Shipping duration can vary based on your specific location within the UAE and current logistical conditions.
- Total Estimated Time: 4-8 weeks from order placement to delivery
2. Express Shipping
- Availability: Upon request
- Cost: Custom pricing based on:
- Current season (peak seasons may incur higher costs)
- Urgency of delivery
- Specific delivery location
- Size and complexity of your pergola order
- Timeline: Significantly reduced compared to standard shipping
- Exact timeline provided upon request and assessment of your specific order
- Process to Request:
- Contact our customer service via phone or email
- Provide your order details and desired delivery date
- Receive a custom quote and estimated timeline
- Confirm and pay for express shipping if you choose to proceed
Detailed Order Process
- Order Placement:
- Place your order through our website or with a sales representative.
- Receive an order confirmation email with your order number and estimated timeline.
- Design Confirmation:
- For custom designs, we’ll send you a detailed plan for approval.
- Your feedback and approval are crucial before we begin manufacturing.
- Manufacturing:
- Once the design is approved, we begin crafting your pergola.
- This stage typically takes 1-3 weeks, depending on complexity.
- Quality Control:
- Each component undergoes rigorous quality checks.
- We ensure all parts meet our high standards before packaging.
- Preparation for Shipping:
- Your pergola is carefully packaged to prevent any damage during transit.
- Special crating may be used for delicate or oversized components.
- Shipping:
- Once shipped, you’ll receive a tracking number via email.
- Our logistics team monitors the shipment throughout its journey.
- Pre-Delivery Communication:
- Our delivery team will contact you 2-3 days before the estimated delivery date.
- We’ll confirm the delivery address and arrange a suitable time slot.
- Delivery Day:
- Our team will arrive within the agreed time slot.
- They will carefully unload and place the components at your designated area.
Tracking Your Order
- Use the provided tracking number on our website or the courier’s platform.
- For more detailed updates, feel free to contact our customer service.
Special Considerations for Delivery
Access Requirements
- Ensure there’s adequate space for a large delivery vehicle to access your property.
- Minimum access width needed: width, e.g., 3 meters
- Minimum height clearance: height, e.g., 4 meters
- If you live in an apartment or gated community:
- Inform your building management about the delivery.
- Provide us with any special instructions or permits needed for access.
Site Preparation
- Clear the installation area of any obstacles.
- Ensure the ground is level and prepared according to the pre-installation guidelines we provide.
Handling Damaged or Incorrect Items
- Inspect all components immediately upon delivery.
- Document any visible damage with photos.
- Report issues within 48 hours of delivery to our customer service.
- Our team will guide you through the next steps, which may include:
- Sending replacement parts
- Arranging for a repair team to visit
- In rare cases, scheduling a full replacement
Returns and Exchanges Policy
- Due to the custom nature of our pergolas, we do not offer returns unless the product is damaged or incorrectly manufactured.
- In case of manufacturing errors:
- We will first attempt to resolve the issue with replacement parts or on-site repairs.
- If the issue cannot be resolved, we’ll arrange for a full replacement at no additional cost.
- Our 10-year warranty covers manufacturing defects and material failures under normal use conditions.
Installation Services
We offer professional installation services, which can be added to your order.
If you’ve opted for installation:
- Our installation team will contact you within 2-3 business days after delivery.
- They will schedule a convenient time for installation.
- Typical installation takes 1-3 days, depending on the pergola’s size and complexity.
Contact Information
For any shipping-related queries, express shipping requests, or concerns:
- Phone: +971 50 579 5289
- Email: sales@ebrahome.com
- Hours: Monday-Friday, 8am-9pm GST
We’re committed to ensuring your EBRAHome pergola arrives safely and meets your expectations. Don’t hesitate to reach out if you have any questions or need further assistance with your delivery.