Customer Service

Customer Service

ShadeVoila is committed to customer service excellence from the moment we answer the telephone to well beyond the time your order is delivered to your home. We will be with you each and every step to provide guidance, assistance and answers to your questions. It is our goal to provide prompt shipping, an easy ordering procedure and outstanding service to you, our customer.

Customer Support toll free telephone number is: 1-866-519-6150 

Email: support@shadevoila.com 

Mailing Address: 8695 Escarpment Way Unit 9, Milton, Ontario L9T 0J5, Canada

Placing Orders

There are two ways to order ShadeVoila products:

Online: Ordering online is the most popular way to order your products. ShadeVoila offers a secure server connection and the easy to follow steps make it quick and convenient. Full payment by credit card is required at time of order. We accept Visa, and Mastercard.

Telephone: You may also place your orders by phone toll free with our Customer Support Department at 1-866-519-6150. Full payment by credit card is required at time of order. We accept Visa and MasterCard.

Viewing Orders

If you purchased your products online, simply log into your account with your account information you created at the time you placed your order. You can review the status of your order here. If you placed your order by telephone, please call 1-866-519-6150 for order status.

Payments & Pricing

Full payment is due by credit card when your order is placed. We accept Visa and MasterCard. Applicable taxes are extra. All ShadeVoila prices include Shipping and Handling fees to Canada and the continental U.S.

Shipping & Delivery

ShadeVoila ships to Canada and the continental United States. International orders will be accepted providing the customer arranges shipping F.O.B. Millgrove, Ontario, Canada. Our standard order processing time is 3-6 weeks from the date the order is placed to time of shipping. Your order may consist of 2 shipments. One item, the pergola or gazebo and the other, the canopy. A signature will be required at time of delivery for acceptance of the shipment. Inspect your shipment for damage prior to accepting. 

Please Note: If there is exterior damage to the product, accept the shipment, noting the damage on the shipping document, the Bill of Landing or Shipping Receipt. Failure to document any such damage may result in delays in resolving any possible freight damage claims and/or delays in rectifying any problems encountered regarding freight damage. Contact our Customer Support Department toll free immediately at 1-866-519-6150 for further instructions. Do not refuse the shipment.

Returns & Replacements

When you receive your product, please check to make sure that you have received all the parts against the Bill of Materials List and there are no damages. If you find any damages or defective parts, contact our Customer Support Department toll free at 1-866-519-6150 within 30 days of receiving your order for repair or replacement of any damaged parts. We do not allow product returns. Any defects or shipment problems will be handled after you have received the order.