FAQ

How Can I Contact Metal Umbrella Customer Support?

You may reach a Customer Service Representative at: support [at] metalumbrella [dot] com

We are open Monday - Friday 9am - 5pm CT excluding holidays and weekends. 

When Will My Order Ship?

Due to the current circumstances, the shipping of your items may be delayed. 

Standard orders are currently shipping out within 2-9 business days (weekends & holidays excluded). This means that your order will be dispatched from our warehouse in this timeframe, not delivered. 

As long as the order is placed before 12pm we aim to ship everything out the same day. 

Standard — 3-8 business days

Expedited — 2-5 Business days

Average Delivery for Domestic — 4 days 

International -  (Does not account for time spent at customs, border inspection facilities, etc):

  • DHL eCommerce International: 8-21 business days
  • DHL eCommerce International Priority: 6-15 business days 

Any inquiries regarding the exact location of your package should be made to the carrier directly. Our customer service agents only have as much information as can be seen by you through your tracking number. 

Transit times will vary based upon a few different conditions, including but not limited to:

  • Total distance between California and you
  • Whether your parcel is a domestic (USA) or international (everywhere else) shipment
  • What delivery method you select

Where are the orders shipped from?

Once a successful purchase has been made the item/s are shipped out to customers from our shipping partners' US warehouse. 

My tracking says delivered, but I haven’t received my package?

Metal Umbrella is not responsible for stolen or lost packages or packages sent to the wrong address. In the event that a package is lost or damaged during shipment, the customer is responsible for filling all claims with the mail carrier. 

What is Your Returns Policy?

We accept returns on all orders as long as the item is in its original and sellable condition within 14 days of receiving the item. We only accept items in their original, unworn/unwashed, new condition. Washed, worn and/or items with animal hair are not eligible for returns/exchanges. 

Defective or damaged merchandise must be reported to our customer service team before returning so we can handle the situation on a case by case basis. Please note that the customer is responsible for any fees associated with returning the package. Your refund for the returned items (shipping fee excluded) will be processed once the package has been received back at our warehouse. Please note, depending on your location this can take up to 15 business days. 

Issues that are not brought to our attention within 30 days of the original ship date will not qualify for a refund. 


How best to deal with a return? 

We are more than happy to offer a refund on your item once it has been returned to us and completed the inspection process.

Per our return policy, returned items must be in original, unworn, and sealed condition with all their original tags. All returns are subject to inspection before a refund is processed. Returned items that do not meet the above criteria or that are damaged in transit back to us may not be refunded.

Please contact us at the support email for next steps on how best to setup a return

Please include a return instruction message inside the package with below mentioned details. This will help speed up your return and refund. 

Note:

PLEASE MAKE SURE YOU ADD ORDER NUMBER / NAME AND REFUND REQUEST INSIDE THE PACKAGE. 

We recommend all shipments sent back to our fulfillment center are done so via a traceable carrier such as USPS, UPS, FedEx, or DHL. We are not responsible for packages not received if sent via a non-traceable carrier*

Which couriers do you use? 

We use DHL with a “last mile” delivery service provider being USPS. 

Where can I find my tracking? 

You will receive tracking as soon as the order leaves our warehouse.

Once an order has shipped, we'll send you an email with the tracking number. You may track the progress of your shipment by clicking the link in the email. Alternatively, you can create a Members Club account to track all your purchases from metal Umbrella.

Do you have a sizing chart? 

Different products have different sizing in regards to the fitting requirements. We usually state in the product description how the items fit. Please feel free to reach us at: support [at] metalumbrella [dot] com for advice on sizing.