Frequently Asked Questions
Here, you’ll find answers to common questions regarding returns, shipping, orders, and our products.
If you need further assistance, feel free to contact our customer service team.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
What if my item/ package arrives damaged?
When you receive your item, please check your item carefully. If the package appearsdamaged, please complete the following steps:
- Take a picture of the damage.
- Then please email us service@deconk.com immediately and attachthe photos.
- We will contact you directly with the next steps.
- DO NOT throw away the boxes or packaging materials, otherwise, your claim willnot be honored by the shipping company.
What is return policy?
Has a 30-day return policy. Please visit our Return Policy pagefor more details.
When will my order ship & How long to arrive?
We usually ship items within 24 - 48 hours after confirmed payment.
In general, we ship via Fedex, average transit time is about 2 - 8 business days.
Shipping information will be sent to you by email soon according to shipping methods. You can also log into your account to view status of your order after signing up.
In rare cases due to unforeseen events, (e.g. extreme weather, unusual spikes, etc.), these shipment processing times may be delayed.
Can I arrange delayed delivery?
Yes, you can choose a delivery date which works best for your schedule. If you want todelay delivery of your goods, please contact us before placing an order and make anote on the checkout page.Email: service@deconk.com
How do I know the warranty period of my product?
Different Sunjoy products have different warranty periods. You may contact our customer service at service@deconk.com to find out the warranty period of your product.
Orders
Below are some of are common questions about orders
Can I change my order?
Yes. You can cancel, or reschedule your order before shipment by emailing us at service@deconk.com.Please visit our Order Cancellation Policy page formore details.
Do l need to pay for shipping?
We offer free shipping to the 48 contiguous United States and most of Canada. We charge for shipping to Alaska, Hawaii, and Northern Canada (Yukon, Northwest, and Nunavutterritories) . All return shipping is free.
Products
Below are some common questions about our products
Does this umbrella come with the base?
The umbrella comes with a base frame. Looks like two crossed steel rails. They cannot support the weight of the umbrella, which is why you need the plastic weights filled with sand or water to sit on top of them. If you were to anchor the base grams into wood or cement you could skip the plastic weights. Ensure they are anchored with heavy duty long lag bolts rust proof screws.
How do you Tilt this umbrella?
There is a handle on the metal vertical base where the umbrella attaches. Just squeeze the handle and the umbrella is adjustable from there. Adjusts 5 positions from almost completely vertical to level.
Is this umbrella durable for moderate to heavy rain?
The umbrella cloth is waterproof, but we recommend close the umbrella in inclement weather.
Is it easy to install?
Please send an email to us at service@deconk.com and we will send the installation video to you. Since it is a large and heavy duty umbrella, it's better for two people to work together to carry and install.
Can I buy replacement parts if needed and how do I do that?
Please email us service@deconk.com and let us know what parts you need to replace. If they are under warranty, we will provide you with replacement parts free of charge.
Can the umbrella rotate in both directions? (Back and forth) Or does it only travel in one direction?
The umbrella moves in both directions.
Whether the LED lights are powered by solar energy or batteries?
LED lights are powered by batteries and it can be fully charged about 4 hours.