FAQ

Frequently Asked Questions (FAQ)

 

  • What is the difference between outer truss A & B?
    • The Outer Truss A connects to the Outer Leg, while the Outer Truss B connects to the Outer Truss A.

 

  • Is my shelter still under warranty?
    • 2 YEAR LIMITED WARRANTY
      Z-Shade Company Ltd., manufacturer of the product, warrants to the original purchaser who provides a dated sales receipt from an Authorized Dealer, each part of the Z-Shade product to be free from defects in material or workmanship for a period of two (2) years after the date of original purchase. The Z-Shade frame is covered under a limited two (2) year warranty and guarantees the frame to be free from defects in material or workmanship. This warranty applies only for normal and expected uses, as determined by the manufacturer.

      Z-Shade Company Ltd. obligation and liability under this warranty is limited to the repair or replacement (at its option) of the product or its parts, after its own review and examination.

      RETURN GOODS: Before returning any part or product to Z-Shade, please phone or write to obtain specific return shipping instructions. All shipping costs must be prepaid, and
      Z-Shade is not responsible for products damaged in transit.

      CONDITIONS: This warranty shall be void as to any product which has been altered or modified in any manner. This warranty does not apply to damages caused by wind, rain, or other forces of nature, not to accidental or deliberate damage of the product, nor to use of the product that does not conform with the product instructions.

      This warranty is provided in lieu of all other warranties, expressed or implied.

 

  • Where can I find my model information?
    • Your model information may be located in the following areas:
    • The Logo Patch on your top will have the model information
    • The roll away or carry bag will have your model information
    • The purchase receipt, will have a SKU, UPC or description that can be used to determine the product you have.

 

  • I forgot my password for your website, can this be reset?
    • Yes, please send an e-mail to info@zshadeusa.com and provide us with the following information: Your Name, e-mail address & phone number. We will reset your password and send you out an e-mail confirmation with your new password.

 

  • I do not have a receipt, or my shelter was a gift. Can I still file a warranty claim?
    • There are several situations that we can courtesy a warranty claim, please fill out the claim form and note that you received this shelter as a gift, or that you lost your receipt. A customer service representative will contact you and confirm if more information is needed, and if your claim will be processed.

 

  • Are Z-Shade Shelter parts compatible with E-Z UP Shelters or any other shelters on the market?
    • Z-Shade Shelter parts are NOT compatible with any other instant shelter manufacturer on the market.

 

  • What is the shipping and order processing time?
    • Orders placed Monday through Friday will ship within 2-5 business days. Please account for UPS shipping time from Southern California based on the chosen means of delivery. You may contact us for more information.

      Z-Shade Co. LTD cannot be held responsible for meeting a specific delivery date if UPS Ground is selected as a shipping option. Customers who are concerned about meeting specific deadlines should select an express delivery option (Next Day, Two Day, Three Day) , or contact us at 855-4ZSHADE Monday-Friday 8:00am – 4:30pm Pacific Standard Time.

      Shipping your order with UPS Ground will take the longest to arrive, but is the lowest cost option. The fastest (and most expensive) is UPS Next Day Air. All shipping and handling fees are based upon weight and location, so the further away you are from our warehouse in Southern California and the heavier your package is, the more you will pay for shipping and handling. The rates we quote for shipping and handling are valid for most orders. However, for very large orders (such as pallet quantities) , the stated shipping and handling fees may be inadequate, in which case, we reserve the right to modify the shipping and handling fees. We will contact you before making any changes to your order.

      We can only deliver to physical (non-PO box) United States addresses. For information about Z-Shade vendors outside of the United States, please send us a note (via our “Contact Us” function) or call us at 855-4ZSHADE Monday-Friday 8:00am – 4:30pm Pacific Standard Time.

 

  • Is there a way we can have our order expedited?
    • Orders can be shipped same day for a 15% fee as long as orders are received by 12:00PM Pacific Standard Time, and Expedited shipping is selected. Orders received after 12:00PM Pacific Standard Time, and Expedited shipping is selected will ship the following business day. If you want a faster delivery method, please choose UPS 3 Day Air, UPS 2 Day Air or UPS Next Day Air.

 

  • Is my shelter water proof?
    • Our shelters are NOT water proof, they are water resistant.

 

  • What is the difference between waterproof and water resistant?
    • Waterproof means water will not come through (Tarps are waterproof). Water resistant means that water will eventually leak through- especially at the seams. It will hold out some water, but it is not guaranteed 100%.

 

  • Is there something I can use on my shelter top to make it Waterproof, will it void my warranty?
    • There is nothing that can make our shelters waterproof.  Any changes or alterations to your shelter will void our warranty.

 

  • Why is there a handling fee on my order?
    • If there is a handling fee on your order, it is because the item you ordered is considered oversized by UPS.

      UPS Additional Handling
      Charges apply to any package that requires special handling, such as (but not limited to):
      Any article encased in an outside shipping container of metal or wood
      Any cylindrical item such as a barrel, drum, pail or tire that is not encased in a corrugated cardboard shipping container
      Any package with the longest side exceeding 60 inches or its second longest side exceeding 30 inches
      Any package with actual weight exceeding 70 pounds
      Refer to the UPS Tariff/Terms and Conditions of Service for additional information. www.ups.com