Customer Service
Frequently Asked Questions - Click the questions to find the answers!
Answers to Your Questions
Questions About Ordering
How do I place an order? Can I order online?
To order any product, either
use our online shopping cart, or simply call or email us. Phone toll-free 866-586-3379 for prompt, personal, expert
service. VIDEO: The Quickest and Easiest Way to Shop our
Site
Do you carry your items in stock?
We do not carry any items in stock. We make or buy everything to order.
How long does it take to receive my order?
It depends on the item. Vinyl
strap and furniture covers often ship the next day after your order is placed, while items that need to be made,
like cushions and umbrellas can take from two weeks or more. Seasonality also affects make time. Please check
with us before ordering.
Can you rush my order?
We process every order as fast as possible. However, if you have a special need, we may be able to expedite it for
you - please discuss this with us.
What are my payment options?
We accept Visa, MasterCard, Discover, checks and Wire Transfers. We can also accept American Express cards if
that's all you have, but there is a $3 processing fee to cover our additional costs. PLEASE NOTE THAT FOR WIRE
TRANSFERS AND PAYMENTS MADE WITH NON-US CREDIT CARDS, WE CHARGE A $15 PROCESSING FEE.
Do you charge sales tax?
Sales tax is payable only by Florida residents.
Do you have a minimum order requirement?
Yes we do. A minimum $25 order is required (not including shipping or tax). This is necessary due to the cost
of order processing. This does not apply to fabric swatches or vinyl strap samples.
[back to top]
Questions About Shipping
What are your shipping costs?
Shipping costs vary widely, due to variables
such as the weight and dimensions of your items, and the distance to your address. For orders placed by phone, we
will quote you a shipping cost before you order, based upon the best price we can obtain at the time. Should we be
able to ship your order for significantly less, we will refund you the difference. For orders placed in the
shopping cart, the system attempts to find the best shipping price using several methods. If you feel the shipping
price in the cart is incorrect, please call us and we'll calculate it manually.
How long before my order ships?
It depends on the item. Vinyl strap and furniture covers often ship the next day after your order is placed, while
items that need to be made, like cushions and umbrellas can take two or more weeks. Seasonality is also a
factor. During late Spring and Summer months, manufacturing lead time can be as long as 4-5 weeks. Please check
with us before ordering.
What shipping methods do you use?
That depends on the item. Most items ship via UPS (or other courier). Larger items or those that are packed in
multiple packages are often able to be shipped at lower cost by common carrier (trucking company). We always choose
the least-cost option for you.
What if my order is damaged upon receipt?
Excellent, and very important question. We have a special page to answer this question
here. Please read
it!
What if I later find damage?
Unfortunately, neither we nor the manufacturer nor the shipping company will cover damage after you receive it and
sign for it as being received in good condition. Right or wrong, it is assumed by all parties at that point that
the damage may have been caused after delivery. We have a special page to answer this
question here.
Please read it!
What is your return policy?
Items which are made specifically to order
(such as cushions, slings, and pre-cut vinyl straps) are not refundable. "Off the shelf" items like patio furniture
covers and rolls of vinyl strap may be returned within 7 days if they are in the original packing
and undamaged. You must contact us for a Return Authorization, and in some cases a restocking fee may
apply. Return shipping must be paid by you. Please review our full Return Policy
Statement.
[back to top]
General Questions
Do you have a printed catalog?
No, because things change too frequently. Our website is our catalog and is kept right up to date.
How do I know you are a reputable business?
Our parent company has been in
this business since 1968. We are members in good standing of the Flagler County Chamber of Commerce and the Flagler
Beach Chamber of Commerce. You can read some of our customers' comments here.
Do you have a retail store in my area?
We do not have any retail stores. Our websites are our only stores.
I am a manufacturer/vendor. Are you interested in selling my products?
Definitely! Email us from our contact page with details of your products for consideration.
Do you have any employment vacancies?
Sorry. When we have vacancies we seek them locally through a recruiter.
Is my information safe with you? What is your privacy policy?
Your information is absolutely safe with us. To summarize our privacy policy, we
will never allow your personal information to leave here, unless required to do so by law.
I'm not getting your emails. What do I need to do?
If you use Yahoo, Hotmail, AOL, or any similar service, please be sure to read the following
instructions:
How and why do I confirm?
We’re asking you to confirm your subscription to make sure you are the person requesting this
information and so that you will receive notifications for any updates regarding your download or other business
with us. Once you’ve confirmed, we’ll be able to keep you informed as to anything related to your download
and upcoming product specials or news.
If you haven’t received your confirmation email with the subject line:
"Confirmation request", it is most likely due to spam filters (Especially if you use a free email
provider like Yahoo, MSN or even AOL).
Please check your “Spam” or "Junk" mail folders for the email. Make sure you add us to our "buddy list" or
“white list” if needed.
Here’s how to add us to your "buddy" or "white" list for some of the most popular e-mail
providers:
 Here's how to add us to
your Yahoo whitelist:
1. Open your Yahoo mailbox
2. Click "Mail Options"
3. Click "Filters"
4. Next, click "Add Filter"
5. In the top row, labeled "From Header:" make sure "contains" is selected.
6. Click in the text box next to that drop-down menu, and enter the address in the "From" line of our e-mail
message (Please select the e-mail address from the list provided)
7. At the bottom, where it says "Move the message to:" select "Inbox" from the menu.
8. Click the "Add Filter" button again.
 If you're using
AOL, here's how
to receive our emails:
1. Go to "Mail Controls"
2. Select the screen name we're sending your e-mail to
3. Click "Customize Mail Controls For This Screenname."
For AOL version 7.0: In the section for "exclusion and inclusion parameters", include these
domains:
duralifellc.com and getreponse.com.
For AOL version 8.0: Select "Allow e-mail from all AOL members, e-mail addresses and domains”.
Then…
1. Click "Next" until the Save button shows up at the bottom
2. Click "Save."
 To receive our emails
with Hotmail, please follow these steps:
1. Click the "Options" tab
2. Under "Mail Handling" select "Safe List"
3. In the space provided, enter the address in the "From" line of our e-mail
4. Click "Add"
5. When you see the address you entered in the Safe List box, click "OK.
[back to top]
Questions About Fabrics
What is the difference between the grades of fabrics?
Fabrics are available in five Grades - A, B, C, D & E. The basic grade [Grade A] is generally more coarse to
the touch, a more open weave, and is very popular for replacement cushions because it dries quickly. However,
because of the openness of the weave, it is not recommended for umbrellas, as it will allow too much sun and light
to pass through. As you progress through the grades from Grade B to Grade D, the fabrics generally become more
"luxurious" to the touch and have more complex patterns and prints to choose from. As a result, prices increase the
higher the fabric grade. VIDEO: Fabric Grades
Explained | VIDEO: Fabric
Descriptions
Are your fabrics waterproof?
Fabrics are not waterproof - they are water-resistant. This means that they tend to shed water readily, but if left
in rain for a prolonged period of time the water will eventually penetrate and soak the fabric. This is not
detrimental to the fabric, however. All our fabrics are specifically designed for the outdoors. VIDEO: Water Demonstration
We do sell products that will waterproof your cushions
and other outdoor fabrics, and also to protect fabrics from
fading. These products are not suitable for vinyl fabrics, however.
How do I request fabric samples?
Sample swatches can be ordered through our online shopping cart or right over the phone. Each swatch is $4.50. Call
us at 866-586-3379.
How do I care for my outdoor fabric?
Click here for fabric care instructions.
Do you sell fabric by the yard?
Yes, we sell any of our fabrics by the yard. They are generally 54" wide. You must buy in whole-yard increments.
Click here for fabric yardage information and prices. We do NOT
sell other cushion making items such as threads, foam or poly batting.
[back to top]
Questions About Cushions
How do I measure my cushions?
Instructions for measuring your existing
cushions are on our cushion measuring page.
Are your cushions waterproof?
Cushions are not waterproof - the fabrics are
water-resistant. This means that they tend to shed water readily, but if left in rain for a prolonged period of
time the water will eventually penetrate and soak the fabric and the cushion filling. This is not detrimental to
the cushion, however. All our fabrics and cushions are specifically designed for the outdoors. Stand the cushion on
its edge in a sunny/breezy area for faster drying. VIDEO:
Water Demonstration
How should I care for my cushions?
Click here for fabric care instructions.
If I tell you what kind of furniture I have can you tell me what cushions I
need?
Sorry - there are just too many possibilities out there! The only way we can help you find your
cushion sizes is by measuring your cushions. You can do it yourself, make a template, or send your cushions in to
us.
Can you put new covers on my existing cushions?
We do not recover cushions.
[back to top]
Questions About Vinyl Straps
How do I know if my straps are single or double wrapped?
If you cannot see
the rivet heads or the slots that the straps go into, it is double-wrapped [wrapped around the frame 2 times on
each end].
How do I replace my straps?
Instructions for measuring and installing straps are here: Single Wrap / Double Wrap
My straps are not as wide as the standard widths you carry. Where can I get the correct
width?
When you stretch the straps across the frame, they narrow slightly, so if your straps measure around 1¾" you will
need the 2" straps; if they are around 1¼" you will need the 1½" straps.
How do I know what fasteners to use?
Fasteners for straps are of two main
types - plastic rivets or metal clips. These are further sub-divided into various shapes and sizes. You can
see the main ones we carry on the vinyl strap fasteners page.
My frames have slots in them, and the straps have tabs on the ends to fit in the slots.
What do you have for this?
We cannot get the "tabbed" straps any more. You can either [a] cut the straps yourself with a heavy pair of
scissors, [b] drill holes in the center of the slots and use our nylon rivets, or [c] use "C-clips" as shown on our
vinyl strap fasteners page. You clamp these on each end of the strap and
the other end goes into the slots in your frame. This assumes your frame is round tubular and approximately ¾"-1"
in diameter.
[back to top]
©Terry Potter
| 
