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Call: 1-888-343-6789
or 1-407-260-5505

Fax: 1-407-260-2602

Our Address:
2570 W. State Road 434
Longwood, FL 32779

 

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Customer Service

Shipping & Handling

PLEASE READ THIS ORDER POLICY BEFORE PLACING YOUR ORDER

We strive to get your item out as soon as possible. In-stock items will usually be shipped within one or two business days after the order is placed. All orders received on the weekends or holidays will be shipped on the following business day. All orders received from within the Continental US (excluding Alaska, Hawaii and Puerto Rico) will be sent out via UPS Ground or FedEx Ground and Trucking Company. All international orders (email order to info@topcanopy.com), including Alaska, Hawaii and Puerto Rico, will also be sent by UPS Ground, FedEx Ground, USPS or Trucking Company with additional charges. Some items may take up to 15 business days depending on the season. We make every effort to ensure the quickest possible delivery. If you need an item by a certain date, please ask us.

For heavy weight or irregular size items, we use very reliable trucking companies. Which company is determined by the shipping address. If you need to use a lift gate or to have the delivery person go into your business or house, you may be charged an additional fee. Please contact us before you place an order, if such a situation is foreseen.

Incorrect shipping addresses (wrong house number, wrong zip code, missing apartment number, etc.) will incur a US$15.00 charge for ground services and a US$30.00 charge for air services, if correction is made after package has shipped. This fee is charged to us by the shipping carrier for incorrect addresses and will be billed to the credit card on which your order was placed. Incorrect addresses may also result in a delayed delivery. Please double-check your shipping address for accuracy before you placed your order.

If your order contains any out-of-stock items, we will immediately notify you by email or telephone to give you an opportunity to cancel, wait for the item to arrive in stock, or send only the items currently in stock.

Your UPS or FedEx tracking number and Pro number for Trucking Company will be e-mailed to you once your order is shipped.

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Canceling Orders

TOP CANOPY reserves the right to cancel any order that appears suspect or fraudulent. It is difficult for us to locate your order once processing starts. Please call to cancel any orders within 1-12 hours. However we cannot promise we will be able to locate and cancel your order. There will be a $20.00 charge for all cancelled orders and it is not possible to cancel orders after shipment. If you wish to cancel your order prior to shipping, please contact us immediately at (888-343-6789). Orders will be cancelled if items have not been shipped but we have to charge 3.5% processing fee. If orders have been shipped, you must refuse delivery or follow our return policy. If you refuse delivery, we will refund the item cost minus any associated shipping and restocking fees.

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Top Canopy Warranty Policy

We want you to be fully satisfied with every item that you purchase from www.TOPCANOPY.com. Any flawed item can be replaced within thirty (30) days of the date of arrival. This is a limited warranty. This limited warranty does not cover damage due to neglect, wind, snow, rain, fire misuse, floods, hurricanes, severe storms or any other naturally occurring event. It also does not cover damage resulting from insecurely fastened-down canopy parts or improper installation. It is highly recommended that all canopies be secured to the ground with either weight, rope or tie wire. All tarps should be tightly attached to the canopy frame and bungee ties checked periodically to ensure tightness. If extreme weather conditions are forecasted it is strongly recommended that the tarp be removed until undesirable weather has passed. TOP CANOPY is not liable for indirect, incidental or consequential damages in connection with the use of any product sold on this website, including any cost or expense of providing substitute equipment or service during periods of non-use.

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Return Policy

If you are not satisfied with an item that you have purchased online, you may return the item within 30 days of the date of arrival for a full refund of the purchase price, minus the shipping & handling, or other charges. For the fastest and easiest service, please follow these guidelines:

  • Items must be returned to us within 30 days from the date you receive them.
  • Please note the reason for return or exchange
  • If you are exchanging an item, please contact us at 888-343-6789.
  • Items must be returned in their original condition (new, unused, and free from damage - with no scratches, blemishes, marks or signs of wear on the product)
  • Tarps must be unopened in their sealed package (Tarps that have been opened cannot be returned, and will not be refunded)
  • Returns must be accompanied by original documentation
  • Orders that are refused for delivery will be charged a 25% restocking fee and a return shipping cost will be charged on your credit card
  • No refund will be given on shipping & handling, or other charges
  • All return shipping charges must be prepaid
  • All returns are subject to a 25% restocking fee

Please call us at 888-343-6789 for return address

It is your responsibility to inspect your order immediately upon arrival. If your item was shipped by common carrier, inspect packaging for any visible damage before driver leaves. Make a notation on the Bill of Lading or Delivery Receipt of any damaged observed. If your product was damaged in shipment, it is important to file a claim with the shipping company promptly. For the purpose of making a claim with the carrier, it is necessary to take a picture of any damaged item and email us at info@topcanopy.com. Please call us at 888-343-6789 to discuss any warranty claim issue.

All items that are properly returned under this policy are eligible for the option of a refund or store credit. If you prefer a refund, you can expect a refund in the same form of payment originally used for purchase within 30 days of our receiving your returned product.

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Missing Items

If items are missing from your order upon receiving your merchandise, please contact our customer service department at 888-343-6789 immediately. We will send out any missing items within five (5) days. If we do not have the item on hand, we will put this item on back order. After 30 days of the date of transaction, we do not cover the cost of replacing missing items.

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Frequently Asked Questions

Q: What is the difference between a canopy and a tarp?

A: Tarps are large sheets of fabric that are used to keep valuables dry and are made with a waterproof canvas. Canopies are mounted on frames using poles.

Q: What are your tarps made of?

A: We have four different types of tarps.

  • Poly Tarps: made of woven polyethylene. This is a form of plastic.
  • Instant (Pop Up) Canopy Tops: made with a premium fire retardant polyester.
  • Mesh (Shade Cloth) Tarps: made of woven polypropylene.
  • Party Tents Cover: made with a premium fire retardant polyester.

Q: Which tarps are the best for hot weather?

A: We recommend our silver tarps because they are made with a breathable mesh type material and laminated with silver on both sides and do not allow light to pass through. Translucent tarps, such as the white, allow natural light to pass through (although not UV rays).

Q: Do you carry screen type of coverings?

A: We offer a shade-netting screen, which allows water to pass through but offers 73% shade. This is a mesh type material that will allow insects to travel through. We do not carry insect netting.

Q: What are “deniers”?

A: Denier is another form of weight used at the manufacturing level. The higher the denier, the denser and heavier the material will be.

Q: Can your tarps be used in heavy winds or with heavy snow loads? What about your pop-up tents and canopies?

A: Our tarps are very strong, but we cannot guarantee against any weather related damage. We recommend using tie downs for added security in windy or snowy regions. Tie downs are stakes, heavy-duty bungee cords, and ropes. Our canopies come with instructions that show examples of how to tie down the canopies. Our accessories page offers bungee cords with hooks for tying down tarps for added security.

Q: What about your pop-up tents and canopies in heavy winds or with heavy snow loads?

We cannot guarantee against any type of weather related damage. We recommend that each leg of the canopy be secured using our footpads, canopy stakes and heavy weight blocks. These can be found on our Accessories page.

Q: Why is my tarp 3 to 8 inches smaller than the listed dimensions?

A: A tarp may be a few inches smaller than its listed dimensions. This is because the industry uses a “cut size”. This is a standard industry practice.

Q: Do you carry canvas or vinyl covers?

A: We do. We offer high quality canvas and vinyl covers that are custom made by our professional partner. For custom canvas or vinyl covers orders, please call 1-888-343-6789.

Q: Can I custom order a canopy?

A: Yes, you can custom order canopies up to 30’ wide. For custom canopy orders, please call 1-888-343-6789.

Q: Do you carry canopies with flaps?

A: Yes, we do. Search for these canopies under the “Valanced Canopies” section of our web site.

Q: I purchased a 10x20 canopy, but it measures 12x20. Did I receive the wrong canopy?

A: No, you didn’t. You probably purchased a high peak canopy, and the extra 2 feet of material is needed to fit over the top peak of the canopy. If you purchased a 10 x 10 high peak canopy, your tarp size would be 10 x 12. Flat roof canopies, or low peak roof canopies, do not have the extra 2 feet of material.

Q: Are there center posts in any of the canopies?

A: Only for low peak or medium peak canopies. High peak canopies do not have center posts. More information is available under the Canopy Fitting section of our web site.

Q: Do you have canopy side covers and end covers?

A: Yes, we do. You can find a variety that will fit our high peak roof canopies under the Canopy Side Walls & Peak End Walls section.

Q: How long will it take me to assemble the canopy?

A: This depends on how many people are helping and how large the canopy is. It should take approximately 20-30 minutes for one person to complete a 10x20 or 20x20 canopy. . The 10x10 should take approximately 15 minutes. The 20x30, 12x30 and 20x40 size canopies should take approximately 40-50 minutes due to their size.

Q: How can I secure my canopy on concrete?

A: Our section on Canopy Accessories offers footpads for this purpose. Footpads attach to the bottom of each leg. There are three holes on the bottom plate of each footpad, which enable you to drive a canopy stake or concrete screws to secure it to most surfaces. Bolting all the joints on the canopy fittings and pipes ensures that no poles slip apart. Failure to do this could result in damage due to high winds collapsing your canopy.

Q: Can your canopies be used in heavy winds or with heavy snow loads?

A: Our canopies are very strong, but we cannot guarantee against any weather related damage. We recommend using tie downs for added security in windy or snowy regions. Tie downs are stakes, heavy-duty bungee cords, and ropes. Our canopies come with instructions that show examples of how to tie down the canopies. Our accessories page offers bungee cords with hooks for tying down tarps for added security.
*Note: our pop-up canopy has built-in foot pads and comes with canopy stakes

Q: Do your canopy prices include shipping?

A: No. Shipping is an additional cost. Shipping is calculated by the total weight of the shipment and the destination.

Q: How do you ship?

A: We ship our standard and heavy-duty models by UPS or FedEx. Our commercial frame canopies MUST be shipped by Common Carrier Freight. Shipping charges are calculated by the total weight of the shipment and what state it is being shipped to.

Q: When can I expect my shipment?

A: Orders are shipped within 1 to 2 business days. Depending on your location, it may take up to 7 business days for your shipment to arrive. Orders on custom size canopies may vary and takes at least 2 days to ship. Our shipping centers are located in California & Connecticut.

Q: Do you ship to Alaska, Hawaii, Puerto Rico or the Virgin Islands?

A: Yes we can. We will provide you with a choice of the most cost-effective options.

Q: Do you accept returns on opened packages?

A: Unfortunately, no. Once the package is open, we cannot accept any returns. Please refer to our return policy and warranty policy.

Q: Do you accept purchase orders?

A: Yes. In order to do purchase orders you must open an account with us. We require bank and credit references and other information. To open an account you can call: 888-343-6789. Once this has been established, purchase orders can be faxed to us.

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Glossary

EMT: Electrical metallic Tubing, 3/4” and 1” tubing.

FLAT FITTINGS: Ύ”, 1”, 1 3/8” & 1 5/8” silver fittings are made of steel tubing.
Fabrications of all connections are welded.
All fittings have Ό" eyebolts.
All fittings are silver zinc plated. Angle is 90 degrees.

PEAK ROOF FITTINGS: Ύ”, 1”, 1 3/8” & 1 5/8” silver fittings are made of steel tubing.
Fabrications of all connections are welded.
All fittings have Ό" eyebolts. All fittings are silver zinc plated.
Angles are 102, 106, 110 and 120 degrees.

BENT FITTINGS: 1⅜" & 1⅝" fittings are made of steel tubing.
Fabrication method: main member is bent. Arms are welded.
All fittings are silver zinc plated.
High peak fittings have no eyebolts. Corner center angle is 120 degrees.
Medium peak fittings have 5/16” eyebolts. Corner angle is 110 degrees.

Fittings are made specifically to accept readily available EMT conduit (in Ύ” or 1” sizes). Conduit is measured through ID, inside diameter. For 1 3/8” or 1 5/8”, fence tubing is recommended.

ANGLE FITTINGS

Peak Type Degree Fitting Size Remarks
Low Peak 102 or 106 Ύ” , 1”, 1 3/8” and 1 5/8” Roof line slants at 12 degrees from horizontal plane
Medium Peak 110 Ύ” , 1”, 1 3/8” and 1 5/8” Roof line slants at 16 degrees from horizontal plane
High Peak 120 Ύ” , 1”, 1 3/8” and 1 5/8” Roof line slants at 30 degrees from horizontal plane

- For structural stability and overall strength for low peak and medium peak canopies, a center leg is recommended for canopies that span 16’ or more.

- High Peak canopies have no center leg. The structural stress is transferred to the outside leg.

HEAVY DUTY TARPAULINS: Heavy-duty polyethylene tarpaulin, ultra-violet treated; 12x14 weave count (1,200 denier).
Laminated both sides (4 play lamination).
Totally sun blocked.
Reinforced corners.
Grommets are placed approximately 18" apart.
Finished tarp size is approximately 6”-8” shorter in length and width.
Tarpaulin sits within frame and is attached to frame with bungee cords, similar to a trampoline effect.

BUNGEE CORDS: 3/16” nylon covered elastic cord with plastic ball on one end; used to attach tarp to pipe frame.

SHADE SCREEN: Knitted fabrics. Ribbed with brass grommets approximately 2’ apart. 73% shade level.

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