“When ordering it looked like it was the whole enclosure. Once receiving it we noticed it wasn't what we needed. When I reached out about returning this item I'm told I need to pay for shipping and it will not be refunded. Very poor customer service we have 3 shelter logic type of enclosures this is the first company that bdont try and make anything right will not oder from this company again”
Dear Angela,
We apologize for any confusion caused during the ordering process. We understand that it seemed like the whole Canopy structure with the frame and canopy top, but this item is simply the enclosure kit. This is an accessory and does NOT include the frame and roof top. The Enclosure Kit simply includes the panels to enclose the bottom half of the Canopy (side and end panels), and we genuinely regret any inconvenience this may have caused you upon receiving the item.
Regarding the return of the product, we apologize for the inconvenience you faced. Unfortunately, as per our policy, the shipping charges for returns are not refundable and all freight charges will be the responsibility of the customer and return freight must be prepaid. We understand how frustrating this can be, especially for a loyal customer like yourself who has purchased our shelters before. If you wish to purchase the whole Canopy structure, please follow this link: https://www.shelterlogic.com/ultra-max-canopy
https://www.shelterlogic.com/terms-and-conditions
If you wish to discuss this in more detail, please call 1-800-560-8383.
Thank you for your feedback!
