policies
Shipping method
We ship small package orders via UPS. For truck shipments, please let us know your preference of carrier. For expedited service, UPS and FedEx offer NEXT DAY AIR (guaranteed overnight delivery the next business day and special extra service for Saturday delivery, no Sunday delivery).
shipping charges
Shipping charges are not included in our prices (F.O.B. Sussex, WI).
handling charges
When using third party freight, Sister Bay Furniture incorporates a handling charge. See Freight Quote Sheet for more information.
Claims
Please inspect your shipment immediately upon arrival. Shortages and or damages must be noted in detail on the bill of lading at the time of delivery, in order to receive replacement or to file a claim. Damage claims must be filed with the carrier. Have the carrier make all notations on the receipt prior to accepting your delivery, and file a claim immediately. Our office must also be notified of any shipment shortage(s) or damage(s) within 48 hours of receiving your shipment.
Our office must be notified of any missing or incorrect components within 10 days of receipt. Report of inaccurate or incomplete product after 10 days may result in charges for the part(s) being requested. Dealer Claims: Dealers are bound by the same provisions within 30 days.
cancellation
returns
No returned product will be accepted after 60 days from invoice date. Returned product will not be accepted without authorization from your sales representative or customer success specialist.
Returned product(s) may be subject up to a 30% restocking charge. Product(s) must be returned in its original condition. Customer is responsible for return shipping charges. We recommend insuring your return shipment at its retail value to cover any accidental damages that may occur during shipping. We do not accept the return of custom manufactured items. No cash refunds on returns; in-house credit only.
warranty
Sister Bay offers a limited warranty to the original purchaser. Our polyethylene outdoor furniture products will be free of original defects in workmanship and materials. This warranty is effective from the original date of purchase and consists of twenty (20) years for residential enjoyment and seven (7) years of commercial enjoyment. Sling chairs carry a two (2) year warranty. Swivel and rocker chairs carry a five (5) year warranty on hardware. Fire table internal components are covered by a (1) year warranty. Our polyethylene Fire Table surround follows the standard warranty. In the event that a product item needs to be replaced completely and is no longer offered in our collection, an item of similar value and style will be offered.
Additional charges such as labor and freight/handling are not included in this warranty. Normal wear and tear, scratching or chipping of polyethylene, negligence, abuse, incorrect assembly, staining, fading, chemical misuse and acts of nature do not pertain to this warranty.
In addition, polyethylene is a synthetic product and may scratch or fade depending on elements such as sunlight and other factors of nature or mankind. Expansion and contraction are to be expected in extreme temperature changes and is not to be considered defects in material or workmanship. Our stainless steel fasteners are covered as part of this warranty against structural failure. Stainless steel fasteners may rust in certain conditions if not cared for properly, rusting hardware is not covered in this warranty. Structural failure due to rusting fasteners, damage caused by unauthorized service or repair, fabrication or revisions to original finished product, or any attempt to use in a manner other than the purpose for which it is intended is not covered under this warranty.
Sister Bay offers a warranty on cushions purchased to be free of original defects in workmanship and material for one year from date of purchase for residential use only. Compression of cushions is not considered a defect. Commercial use is not covered.
care & maintenance recommendations
The Sister Bay collection is UV protected and requires minimal maintenance. The High-Density Polyethylene (HDPE) material used does not require staining, sealing or painting. The product will not splinter or rot and the UV inhibitors help to resist fading. HDPE is not affected by most corrosive substances and will not absorb moisture or promote bacterial growth. To maintain your furniture you must clean it regularly with a mild soap and warm water.
Power washing is acceptable at the lowest PSI and from a distance of two feet. Anything other than this will void the warranty. Items should not be left on the surface of your furniture/accent pieces for extended periods as this may cause discoloration or staining. Our marine grade stainless steel fasteners are virtually maintenance free under normal conditions. If you live in coastal or high salinity environments regular washing/rinsing with fresh water helps to avoid tarnishing or corrosion of the product.
