Help Centre
General
Can I order fabric by the yard and sample fabrics?
We do not offer fabric by the yard at this time. To order fabric samples, please use our “Fabric Sample Request” form. Samples are shipped through Canada Post and may take up to a week to arrive.
Contact us if you would like samples of Sunbrella fabrics that are not available on our website. We may be able to assist.
How do I find matching or coordinating fabrics?
Visit www.sunbrella.com and search for the fabric you are trying to coordinate with. Usually, the fabric you are requesting will be the first result in the search. When you click on the link, coordinating fabrics to the one you have searched for will be shown on the right hand side of the page under “Upholstery and Drapery”. Please note that any fabrics shown under “Shade” are awning grade and not available.
What is Sunbrella fabric and why do you use it?
Sunbrella is the leader of outdoor fabrics with hundreds of designs and colours to suit your backyard lifestyle. Made from solution-dyed acrylic, Sunbrella fabrics are colour fast, durable and are resistant to stains, mold and mildew. We use Sunbrella fabric because it is made for the outdoors and comes with a five year fade warranty so you have peace of mind that your investment will last.
What type of foam do you use?
We use high-density polyurethane wrapped in compressed fibre in our foam-filled cushions. This foam is ‘medium soft’, and has the foam code 1927. This foam is not quick-drying, but will dry within a few hours in the sun, standing upright, with the zipper panel of the cushion open, should it get wet. This foam will last for up to ten years with proper care and regular use.
Design
What is the best way to send you my cushion dimensions?
If you are not ordering a cushion directly from our website and need further assistance, you can message us through our “Contact Us” contact form. We may require photos of your existing cushions or the frames that the cushions will sit on. Alternatively, you can mail us a paper template of your cushions and we can assist you with a quote.
How thick should my cushions be?
We get a lot of inquiries as to how thick cushions should be, but generally it is up to your personal comfort and style preference. Our standard thickness for deep seating cushions is 4-5”. Seat pads and bench cushions are usually 2-3”. We can accommodate cushions up to 6” thick.
Should I add ties to my cushions?
If your cushions are used often, it might be a good idea to add ties to stop them from moving around on the chair. We will place your ties within the seams of the cushion close to where the frame of your chair will be for easy tying access. Our ties vary from 12-24” long depending on the cushion style.
Will my cushion have a zipper?
Yes – excluding Adirondack cushions which are sewn shut, all cushions will come zippered. We will coordinate your zipper colour to your fabric choice unless otherwise specified.
When would I choose rounded corners for my cushions?
Generally, chairs that are more traditionally styled with rounded backs and arms typically have cushions which are rounded in the corners. Contemporary furniture with straight lines and low backs look best with square corners. It’s a personal preference as to whether square or rounded corners are best for you. If you have any questions, feel free to message us photos of your existing furniture frames.
What are my cushions going to be stuffed with?
Throw pillows, deep seating back cushions and Adirondack chair cushions are stuffed with loose polyester fibre fill. All other cushions are made with high density polyurethane foam wrapped in compressed polyester batting for comfort.
How do I try to keep my cushions within my budget?
We know custom cushions are expensive! Here are a few suggestions for limiting the cost:
- You may select the price range of your fabric using the prompts in the fabric gallery – most fabrics that are solids and stripe patterns are less expensive than some other highly patterned fabrics that are available. Cast, Canvas, and Spectrum are the most affordable fabrics.
- Stick to thinner cushions – thicker pieces of foam are more costly, and are bulkier and heavier to ship, which increases applicable freight charges.
- Consider pick-up: if you’re nearby the Niagara region, consider picking up your cushions to remove the shipping cost. Contact us if you’re interested in this.
Fabric Care and Cleaning
How do I clean my cushions?
Most spills and stains can be removed from Sunbrella fabric by spot cleaning with Dawn dish soap and lukewarm water. Cushions can be dried naturally outside. For more harsh stains, please refer to Sunbrella’s Fabric Cleaning Guide. Sunbrella fabric is coated with fluorocarbon which gives it a water repellent finish. Cleaning your cushions will remove this finish, so after cleaning, a fabric guard should be reapplied. We strongly advise not removing the casings from the foam due to the difficulty of re-stuffing the cushion. Never use hot water or a tumble dryer as the fabric will shrink.
Is Sunbrella waterproof?
No – Sunbrella fabric is water-repellent. If water is left to sit on the cushion, it will eventually seep through the fabric and into the foam.
To dry wet cushions, open the zipper and stand the cushions upright, so the water can drain through the opening.
We recommend spraying your cushions with a weather-proofing spray every year if they are often exposed to the elements.
Ordering Process
Where can I add a note about my order?
You can add any notes in the “Order Notes” section during check out. If we have any questions, we will reach out to you.
Can I get a quote for my order?
Yes – please reach out to us using the “Contact” form on our website giving us as much information as we can about your furniture/existing cushions. Also providing us with your address can help us estimate shipping costs.
Can I get my order expedited?
This can be done at our discretion on a case by case basis but will depend if we have your fabric and foam selection in stock and current lead times of our orders. During the summer months, our manufacturing time will increase due to the volume of orders. Please feel free to message us to get a better idea of current lead times. Expedited orders may incur additional shipping fees.
I’ve placed my order – now what happens?
You’ll receive an email from us to confirm we have received your order, along with your invoice.
Please take a look to confirm we have all the correct information so we may address any errors immediately.
What do I do if I need to make a change to the order I have placed?
Please let us know immediately if any changes need to be made to your order by filling out our “Contact Us” form. All changes and errors can be corrected if caught within 24 hours of order placement. Beyond this time period, changes may incur additional costs to you if we have already cut fabric for your order.
Any change requiring a refund will be subject to a 2% fee.
Shipping and Payment
What payment methods do you accept?
Payments made on the website can go through either Paypal or Stripe. If ordering through email, payments are processed through Quickbooks.
When does my credit card get charged?
All online orders are charged to your credit card or PayPal account immediately. As many of our orders are custom, we require payment in full for an order to be accepted and put into production.
When will I expect to see my cushions?
Lead times will vary depending on the time of year. During the winter months, cushions can take as little as 2 weeks to be completed and shipped. Summer months are our peak manufacturing time, and lead times can be as long as 5 weeks. As soon as your order is complete, you will receive an email with your shipping tracking number.
Can I pick up my order to save money on shipping?
Customers within a certain distance from our manufacturing centre will have pick up options available for shipping. If you are outside of this radius and would like toi pick up, please contact us via email.
What is your return policy?
We do not accept returns on custom items. For this reason, if you are unsure about anything before placing your order, please give us a call or send us an email so that we can ensure you are getting exactly what you want.
If we have made an error with your order, please let us know and we will strive to fix it.
Please see our policy on returns, repairs, and cancellations.
