Shipping, Return Policy, & Warranty

Polycarbonate Store & Charley’s Greenhouse & Garden (CGS, LLC) Shipping and Return Policy

Please see the policy based on the product(s) you are purchasing.

Shipping Policy for Polycarbonate and Accessories

Order Processing

All polycarbonate, capping, sealants, and hardware orders are processed within two (2) to three (3) business days (excluding weekends and holidays) after your order is confirmed and paid in full. You will receive a notification email once your order has shipped.

At the Polycarbonate Store, we stand behind our products. If you are not satisfied with your order, contact us within 30 days of delivery, and we will work with you to find a resolution.

Inspection Requirements

It is the customer's responsibility to inspect all materials upon delivery. Report any damage, shortages, or defects within 30 days. Please note:

• Shipping packaging is not weatherproof—store materials appropriately upon arrival.
• Any missing or damaged items must be documented at the time of your claim. Please take photos of the damage and send to orders@polycarbonatestore.com

Shipping Regions

We ship within the 48 contiguous United States.

Shipping Costs

Shipping charges are calculated and displayed during checkout. For oversized or overweight items, our shipping department can investigate a more cost-effective shipping method. Please reach out via phone or email to get a shipping quote for these larger products or if you feel your shipping quote is higher than average. 

Polycarbonate Panels:

Delivery times vary based on your location and the freight company’s schedule. For the most accurate delivery timeline, we recommend contacting our team. They will reach out to our preferred freight companies to provide you with a detailed estimate.

Please note that the shipping date we provide is an estimate. The freight company will contact you directly to schedule a delivery appointment. Deliveries are curbside, so please ensure you have enough people available to offload the truck and move the shipment to your desired location.

For more information on shipping, please review our About Motor Freight Delivery page and our FAQ.

Local In-Store Pickup

Free Local Pickup:

Save on shipping by selecting local pickup during checkout. Your order for in-stock items will be ready for pickup within two (2) to three (3) business days at Charley’s Greenhouse & Garden:

17979 State Route 536, Mount Vernon, WA 98273.

We will email you when your order is ready for pickup, along with pickup instructions. Our pickup hours are Monday-Saturday from 9:00 AM to 3:30 PM. Please bring your order confirmation email with you. Check out our FAQ page for how to prepare for local pickup.

IMPORTANT: If you are interested in polycarbonate panels, please call ahead to verify we have your items in stock. Inventory varies on a weekly basis.

Claims & Returns Process

If your claim is approved, The Polycarbonate Store will determine the appropriate resolution, which may include replacement or refund.

Return Guidelines:

• Please see the original packaging if it is intact; otherwise, use protective packaging.
• Include all parts. Missing items not reported in the original claim will not be refunded.
• We will assist you in arranging return shipping but please note shipping costs are the responsibility of the customer.
  

Customer Credits & Refunds

Upon receipt, the returned materials will be inspected. Refunds or credits will be based on the resale value, minus any missing or damaged parts not included in the original claim.

Non-Refundable Items:

• Shipping costs which include both the shipment to the customer and the return shipment to The Polycarbonate Store
• Custom-cut or custom-ordered materials
  

Within two weeks of receiving your return, we will offer one of the following: refund, credit, or exchange to match the full assessed market value of the returned materials.

Warranty Policy for Polycarbonate Sheets

At the Polycarbonate Store, we stand behind the quality of our materials. We will warranty all polycarbonate sheets and panels to be free from defects in materials and workmanship for 10 years from the date of shipment. If a defect occurs, we will, at our discretion, repair or replace the affected panels.

Warranty Claim Conditions

To qualify for a warranty claim, the following conditions must be met:

• Inspection & Submission: The customer must submit a written claim within 30 days of discovering the defect or damage. Delays in filing a claim may result in additional loss or damage, for which we are not responsible.
• Product Return: The defective panel must be shipped to The Polycarbonate Store for examination unless an alternative inspection is arranged. Shipping costs for warranty claims are determined at our discretion.
• Proof of Purchase: Customers must provide satisfactory proof of purchase from The Polycarbonate Store (or previously Charley’s Greenhouse & Garden Supply).
• Original Purchaser: Only the original customer who purchased the product is eligible for warranty claims.
• Warranty Period: Claims must be made within the 10-year warranty period. Warranty services do not extend the original warranty period. Any legal action to enforce this warranty must begin within four months of the warranty’s expiration.

Warranty Limitations

This warranty does not cover damage resulting from:

• Improper Installation or Handling: Includes incorrect assembly, exposure to corrosive environments, or improper attachment to foundations or buildings.
• Weather & Environmental Factors: Includes hail, wind, snow loads exceeding the panel’s rating, excessive UV exposure, or extreme weather events (e.g., tornadoes, floods, earthquakes, or fires).
• Chemical Exposure & Misuse: Damage from improper sealants, modifications, or inappropriate use. Incompatible cleaning agents are Lysol, Pinesol, Butyl Cellosolve, Isopropanol, and Formula 409. 
• Shipping Damage: We will assist with filing a claim, but replacements or reimbursements occur after the shipping claim is finalized.
• Labor & Additional Costs: The warranty does not cover labor for removal, reinstallation, or shipping costs for defective parts.
• Exclusions: Electrical products, plumbing fixtures, and climate control equipment are not covered—these are the responsibility of the original manufacturer.

This warranty is non-transferable and is limited to the cost of repairing or replacing defective parts.

Additional Recommendations

No material is indestructible against severe weather or natural disasters. We strongly recommend including the polycarbonate project in your homeowner’s insurance policy for added protection.

If you experience damage during transit or a shortage of components, contact The Polycarbonate Store immediately. We are committed to customer satisfaction and will work with the shipping carrier to resolve claims efficiently.

For warranty assistance, please contact The Polycarbonate Store Customer Service Team at 1-888-977-7659.

The Polycarbonate Store is a subsidiary of B.C. Greenhouse Builders (U.S.), Inc. (formerly Charley’s Greenhouse & Garden Supply) and all advertised Terms of Service apply.