Our Guarantee To You
Every item on our website, whether a shade structure or a furniture piece, is guaranteed against wood decay for up to 30 years (depending on wood grade and finish). Douglas-Fir 10-years, Mosaic Eco-Wood 12 years, Redwood 15 years, Mature Redwood 20 years and Old-Growth Redwood has a 30-year warranty. Click here for more about our Wood Grades.
You don’t have to practice maintenance with Forever Redwood’s products, but it is recommended if you want to keep it looking its best and easily exceeding its warranty period. We recommend the finish be reapplied every 2 to 3 years to keep the wood beautiful and supple and avoid it drying out and cracking. Best practice is to reseal the exposed areas at this interval with the undersides being done much less frequently. For example, you can reseal the underside of your picnic table or the internal ceiling and rafters of your pavilion maybe every 6 to 8 years.
Do not power wash, sand or use chemicals. Just hose it down, wipe off the accumulated grime with a bucket of water and a rag and let dry. When dry, with a dry rag, lightly rub in a coat of the same sealant that was initially applied. For more on resealing, please go to our Care & Finish page.
If no resealing is done during the entire warranty period, in most climates, you can still expect your order to last past your warranty period. In moist climates and in water front areas, if no maintenance is practiced, you may notice some parts show decay or softness in the later years of your warranty period. If this happens, contact us and send a couple of photos for review. If we determine it is isolated to a piece or two (in most cases), we will send replacement parts at no cost despite the lack of maintenance. If our review team determines your item may not make it to the end of its warranty period, we will offer you a new identical item at a 50% discount off current product and shipping prices.
No outdoor wood product manufacturer has warranties of up to 30 years. We can do this because of the quality and quantity of wood used in our "Forever" products. Each piece is over sized, hand selected, completely seasoned, free of heart center, finely sanded and sealed with 2 coats of the best sealant on the market, our recommended Transparent Premium Sealant based on the Sikkens Proluxe brand.
About 90% of our orders ship with this recommended Transparent Premium sealant or with a Coffee or Cherry stain that is then sealed with the Transparent Premium Sealant. The longest lasting finish for outdoor wood is a penetrating oil finish that allows the wood to breathe and keeps the wood supple by being refreshed occasionally.
About 10% of our orders ship with a paint or primer finish. In moist climates, finishing your outdoor furniture with paint in some cases will shorten its useful life. The reason is painted wood does not breath well. The paint acts as an inconsistent barrier that can allow moisture in but then traps most of it within the wood. This increases microbial action and shortens the wood’s life.
If your painted or primer finished order shows signs of failure prior to the end of its warranty period, we will replace your product with an identical item (or better wood grade if you prefer) at a 50% discount off current prices (see prior paragraph for details).
Other than a fulfillment error, if you receive an item you are unhappy with contact us. While we cannot take back the original item, we will work with you to make a new item or parts at no cost or at a significantly reduced cost (depending on the issue). We will take any reasonable steps necessary to ensure your purchase meets your expectations.
Any Shipping or Fulfillment Errors are quickly corrected. If your order shipped incorrectly or was partially lost or damaged in transit, please do not reject any packages being delivered (because it will delay identifying the items to be replaced). For fastest service, please assemble the item and email us photos to [email protected] so we can identify the issue and quickly ship replacement parts (or the complete item if necessary) at no cost.
Other than a fulfillment error, if you receive an item you are unhappy with contact us. While we cannot take back the original item, we will work with you to make a new item or parts at no cost or at a significantly reduced cost (depending on the issue). We will take any reasonable steps necessary to ensure your purchase meets your expectations.
During or after the warranty period, Forever Redwood will stand behind your purchase. You never have to throw out a piece of Forever Furniture because we stand behind our work with replacement parts. If a part is damaged for any reason, (for example your puppy chews the leg of your furniture), send photos so we can id the part(s) and we'll email a reasonable quote to replace them. If any part fails due to wood decay during the warranty period, we will replace the part at no cost to you. If the entire piece is compromised due to wood decay during the warranty period, we will replace it at no cost to you. If your order is already beyond the warranty period, and a part has finally given out, do not throw it out. Take email photos to us so we can see what is going on and we will offer the best alternatives we can to keep it in service.
Small checks/cracks and finish issues are not covered by the warranty. Wood moves when outside due to the constant changes in temperature and moisture. Some small cracks are an occasional natural development of being outside overtime. Although not recommend, if you ever want to replace a lightly checked or cracked piece, contact us and we'll ship out a new part at a reasonable cost. Also, finish issues are not part of the warranty. Even the highest quality wood in year round weather will see the finish fade and in time will begin to have the surface dry out as well. It is a good idea to hose off and wipe down your furniture or structure at least once a year and to inspect the wood. If the wood is beginning to dry out, we recommend adding a coat of sealant every 2 to 3 years as needed to keep the wood surface supple, extend the life of the wood and avoid long-term drying out. In extremely dry climates like the Southwest US, it is a good idea to reseal more frequently. For more information on the simplest way to keep your furniture looking great, please visit our Care and Finish page.
Cancellation and Return Policies: Cancellation requests are accepted via email or phone prior to your order going into production. Most orders go into production within 5 days of being received. Due to the nature of our product line, we cannot process refunds once an order has gone into production because even our standard production items are hand-made with custom details (wood grade, finish, size variations and other options) which make them difficult to resell. We are always available to re-design, re-size or change your order as needed while it is still in the shop. We pride ourselves on excellent workmanship and will do all we can to exceed your quality expectations if you are unhappy with your order for any reason.
Pergolas, Pavilions, Gazebos and other Custom Orders: Custom wood working is labor intensive and detail oriented. If your order is a special design or size or is not a standard production piece, we will email detailed shop drawings prior to building to make sure we get your feedback and have all your ideas the way you want them. If you place an order that requires drawings, we will email you within 2 business days to let you know who will be assigned to your project from our Design Engineering staff and you can expect your first drawings via email within 5 business days. We will not begin to build your order until you approve your drawings.
We understand custom orders are a substantial investment and the drawing process is an excellent way to make certain all details are worked out completely prior to building. All orders over $10,000 are normally placed with a 1/3rd initial deposit. Orders over $100,000 are placed with a 20% initial deposit. The design process is labor intensive. Smaller projects normally take 2 to 3 weeks and larger projects can take a month or two to finalize. Once we have prepared shop drawings for a Pergola order, we cannot process a cancellation with a full refund because we have incurred substantial design time and/or engineering costs. If a custom order is cancelled after design work has been started, 50% of the initial deposit is normally retained to cover work completed.
We have always been willing to custom build or custom size our customer requests. Over the years, many of these custom orders have generated some of our most cherished standard production items on our site. One of the strengths of working with Forever Redwood is our commitment to a robust Design & Engineering in-house staff. Oftentimes, during the design process, it is not unusual to see initial ideas transform into different projects then what was ordered. We like to say it is best to consider your initial order as a starting point and to feel free to take the revisions in whatever direction you need. Usually customers will change the dimensions slightly and add a detail or two, but it is reassuring to know you have the flexibility when working with us to pivot as much as needed.
Your purchase funds our "hands-on" forest restoration work in the Redwoods of Northern California (Annapolis, CA).
