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Outdoor Rooms Direct :: FAQ

What is your return policy? Because all of our cushions are made-to-order, all sales are final (with the exception of a mistake on our part). Since all fabric pictures are digital, each monitor may change the true color of the fabric. We recommend you order a fabric sample before the order is placed in order to avoid a color being disliked.
 
I have recieved my samples, but the one that I wanted is no longer on the website...what happened to it? Unfortunately, if the fabric is not showing up on the web site, it is currently out of stock.
 
Do you have anymore fabrics other than listed on the site? No, all the fabrics that are listed on the site are what we have in stock.
 
What type of care is needed for the fabrics? We suggest using a mild soap and water to clean the cushions. Do not put in the washer or use harsh detergents as this may cause premature fading.
 
If I don't see the fabric I want can I purchase my own and mail it to you? Yes, this is called COF (Customer Owned Fabric) and you can take 10% off any price on our web site if you supply your own fabric.  Call for more information.
 
How wide is your fabric? Our fabric is 54" wide.
 
Are the cushions water-proof? Unfortunately, they are not. The fabrics used to make the cushions are water resistant, but not fully water proof. If your cushions do get wet, turn them on their sides as the water will tend to run out quicker and faster drying times may be a result of doing so. Because our cushions are designed for outdoor use, they do dry quickly. Do not place them in a dryer.
 
Are the buttons on your cushions covered in fabric? Some are and some are not, please read the description next to the item.
 
If I tell you what kind of furniture that I have, could you tell me what kind of cushions that I need? Unfortunately, the only way to help you find cushions is by knowing your measurements.
Just send us the Width x Depth x Thickness of your furniture and we will assist you in finding cushions that will fit your furniture.
 
Can I send my old cushions in to get new covers? Yes, please contact us for more information.
 
Can I get an umbrella to match my cushion fabric? Yes, you most certainly can. When choosing your umbrella, you are given the numerous fabric selections just like the cushions are presented.
 
What is the pole diameter of the umbrellas poles? Every pole that we carry is the standard size of 1.5 inches.
 
Can I purchase just the fabric top for the umbrella? Unfortunately, there are no guaranties that the 'skin' will fit due to the number of ribs and shape of the umbrella.
 
If I placed a order right now, how long would it take to get to me? It will take 10 business days to make your cushions and then they are shipped from Indiana.
 
Do you have any cushions or umbrellas in stock? All of our cushions and umbrellas are-made to order. Most items on your order will have to be made up which consists of measuring and cutting material, sewing, filling, and then packaging.
 
How do I determine shipping costs? Shipping charges are roughly 17% of your total order. This is very expensive due to the gas prices at this time and all items are charged by weight + dimension of cartons.
 
Its been well over my the due date...where is my order? Please email onlinesales@outdoorroomsdirect.com with your order ID and we will follow up on your order for you.
 
I have tried to place the order, but I don't think that it went through...what should I do? When your order is complete, you will immediately received an order ID and a detailed email confirmation. If you did not receive these, then more than likely your order did not go through. Feel free to contact us to double check before placing another order.
 
What if I do not receive an email of my order? Please check your Spam Folder. All orders are emailed from onlinesales@outdoorroomsdirect.com If you still don't find an email confirmation, please contact us immediatley.
 
What is the best way to check on the status of my order? If it has been 14 business days since you placed your order and you still do not have your cushions, please email onlinesales@outdoorroomsdirect.com with your order ID and we will research it for you.
 
What hours is a live person available to speak with? Our customer service is open Monday – Friday from 8:30 a.m. – 4:30 p.m. EST.
 
Why do I keep getting voice mail? Due to the large volume of incoming and outgoing calls, the phone line may be tied up at times. Please leave a message or email us at onlinesales@outdoorroomsdirect.com
 
Oops, I ordered the wrong size of cushions. What should I do? Although there are no returns since everything is made-to-order, please call or email and we will try to assist you in reordering the correct size of cushions.
 
There is something wrong with my order, what should I do? Please call or email us and state what the problem is. The reason for this is so that a record of the issue can be documented and we can begin to fix the problem.
 
The fabric doesn't match the one that I see on the site...what's wrong? Because every computer monitor may present a fabric in a different way, we suggest you order fabric samples so that you may see exactly what you are going to be getting prior to ordering. If you believe there is a mistake with your order, please contact us immediately and we will get it corrected.
 
How do I measure? Because all orders are made-to-order it is important to measure your previous cushion or furniture. Measure the width x length and where the break is between the back and seat.
 
How are the cushions shipped? Most cushions are shipped via Federal Express Ground. We can only ship to street addresses, no PO Boxes.
 
What is your return policy? Because all of our cushions are made-to-order, all sales are final (with the exception of a mistake on our part). Since all fabric pictures are digital, each monitor may change the true color of the fabric. We recommend you order fabric samples before the order is placed in order to avoid a color being disliked.
 
What are your payment options? We accept VISA, MASTERCARD, AMERICAN EXPRESS, and DISCOVER.
 
Do the cushions come with a warranty? Yes, all cushions will be warranted six months due to normal wear and tear.
 
 



Most cushion orders are produced within
10 Business Days of order placement.

Most Custom Cushion Orders are produced within 10-15 Business Days.
All other orders are shipped within 3-5 Business Days.

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10954 Haig Point Drive, Fishers, Indiana 46038