Urgent Troubleshooting Process

Stay Calm and email or call us. Most of the problem can be resolve fairly quickly with our pro team members.

Be nice. And we will 100% do our best to help you right away.

Give us a call and leave voice mail if we didn't pick it up right away. (text us at ‪(949) 704-0358‬ and explain would also be a way of getting short cut if you need installation help)

SHIPPING / DELIVERY

We usually ship your pergola out within 3-5 days. You should receive your pergola within 5-10 days from your purchase. For example: If you are in California, you should receive it in 5 days. If you are in Florida, you should receive it in about 10 days. (If we are out of stock, we will list our delivery time on the product.)

Your pergola will be delivered with 4-8 boxes on a pallet. (if you need a white glove service to unload, please select under shipping during check out.)

Once the pergola is near you, our partner LTL company will contact you to arrange a delivery appointment and deliver with one driver to the address you provided.

*Please note, we recommend at least two people for unloading. (You can also order the white glove service if you need additional help) More detail follows:

Villa Pergola: Our Villa pergola comes on a long pallet with straps and wraps around it. You will simply have the trucker cut the straps and wraps on the pallet, so you or your contractors can unload them box by box. You can either unload with the driver ( with some tips ) or have your contractors or friends helping you.

Weatherproof Pergola: Contractors/Installer unloading recommended. Our Weatherproof pergola comes in a wooden crate, so once it arrive, pry open the crate and move them piece by piece into where you are going to install your pergola.

Please be sure to help the driver or have your contractor unload your order.

If a pergola is out of stock, we will list the back in stock time on the product itself. Usually it should be max of 2 months.

PAYMENT

We do offer finance plan with a fee. Feel free to contact us directly.

ASSEMBLY / INSTALLATION

Remember to mount onto the post/beam, not the gutter. (to prevent leakage)

With experience, it takes around 3-4 hours for 2 people to assemble the pergola. This depends on the situation and hands on experience.

Typically, our manual screens will be set up in 1 hour. The set up time for the motorized screen could be extended.

The most common ground mount is concrete with at least 3-4 inches of thickness, 1x1x1' ft concrete block (some area require 1x1x2'), wooden deck, or composite wood deck. Feel free to ask any questions if you have any concern. > ASK A QUESTION!

No, our pergola is designed to be assembled by average people and recommended to have at least 2 people for assembly. If you are not comfortable doing so, you can find a local contractor or handyman of your choice on Handy.com or Angi.com for help. (sometime, we do have dealer around your area, so feel free to ask)

Our villa pergola’s motor is already integrated with the lighting transformer inside its unit, so you do not need an electrician to complete your villa pergola. You simply need to twist tight the lighting wires and plug the plug into a regular 110V outlet to make it start working!
If you want to hard wire into your breaker, then you would need to hire an electrician to do so.

WHY BON PERGOLA?

We are the only few companies in the market to build A-Z and retail in the same time with a big variety of pergola line to choose from with our industrial innovative development team that constantly travel around the world to utilize the latest techonology to produce great pergola!!

VILLA PERGOLA is tested and engineered to hold up to 80 mph winds while the louvers are closed. That is already low hurricane force wind! If the wind is over this range, please open the louvers to let the wind go through. We have many customers in the Florida area who gave us feedback that our Villa Pergola lasted through a hurricane while keeping the louvers open.

WEATHERPROOF PERGOLA: It is tested and engineered to hold up to 120mph winds while the louvers are closed.

WIND RESISTANT SCREEN have a 60 mph wind resistant rating while closed. It is recommended to open the screens when strong winds come.

We are proud to say our VILLA PERGOLA is engineered to withhold 15 PSF of snow load. That is a lot of snow! If the snow is over this range, please open the louvers to let the snow fall through.

WEATHERPROOF PERGOLA is tested and engineered to hold up to 25/30PSF of snow load.

With mixing of wet and dry snow, this means it can hold about at least 1 ft tall of snow on top while the louvers are closed. It is recommended to open the louvers during storm or snow season. (Online sources states Dry snow is about 4PSF, Normal snow is about 6PSF, Wet snow is about 14PSF. Please note, this is for reference only.)

Our VILLA PERGOLA is engineered to be 13ft apart without a center post. Our biggest pergola now with 4 posts is the 13x13’ with louvers that are 13ft wide.

WEATHERPROOF PERGOLA is engineered to be 19'8" apart without a center post.

With the integration of our Bond Bridge smart home system, our pergola, its lights, and screens will connect into the Bond home app to be able to control directly from your phone!

Yes, all Villa Pergolas come with warm white LED lighting integrated into the gutters.

With our years of making aluminum louvered pergola kits, we are able to find the right DOs and DON’Ts to make the assembly our pergolas as smooth and fast as possible. Even our lighting is simply a twist in and it’s ready to go!

VILLA PERGOLA:
10x10, 10x13, 13x13: Generally 3-4 hours assembly time.

13x19: 4-6 hours.

WEATHERPROOF PERGOLA:
15x15, 15x19: 4-6 hours.

Our pergola is engineered and built to be maintenance free.

Our VILLA PERGOLA and WEATHERPROOF PERGOLA is engineered to withhold a good amount of water from the louvers into its gutter system on the side, then empty out to the corner posts at ground level.

As an industrial leader, we offer a 10 year limited warranty on the structure (frame, posts, and beams) and 2 years on fabric and electrical parts. (If the purchase is made on our own platform)

Our Weatherproof pergola offer a 15 years limited warranty on the structure (frame, posts, and beams) and 2 years on fabric and electrical parts. (If the purchase is made on our own platform)

Our villa pergola is engineered and built to last 20+ years with its material and how it’s made.

Buy it, install it. If you don’t like it, send it back with the proper packaging, and you will be refunded. We don't believe in 100 days free trial because we are sure you will love our pergola with its quality!

Detail in Troubleshoot > How to return and refund

We will price match to any same grade pergola! Ask us for detail.

TROUBLESHOOT

If you receive a slightly damaged product, please write DAMAGED or MISSING PARTS on the BILL OF LADING (BOL) or RECEIPT when signing for the delivery. If you receive a pergola that is completely damaged, please refuse to accept the product. Please take photos of the damage as it will help upon arranging you the necessary replacement or repair.

You must be present at the time of delivery to receive and inspect your shipment. It is important to be as detailed and descriptive as possible on the delivery receipt that the delivery driver will give you before you sign for your items. A signature indicates acceptance. If you sign without inspecting the box or its contents, then you are accepting the shipment "as is." We will not be able to file a damage claim with the shipper on your behalf unless you notate any damages at the time of delivery. If the box is compromised in any way, please notate "box damaged, exposed product, damage to product" on the delivery receipt. Any damages must be reported to our customer service department within 5 days of receipt of the item. If there are any damages or missing pieces, please note this on the delivery. If the box/packaging are not available for your inspection, be certain to note that on the delivery receipt. Remember that if you sign the delivery receipt without notating damages, we cannot be responsible for assisting you in the repair or replacement of the merchandise.

If you find damaged parts during the shipment, please report it within 14 days after your pergola arrives. The insurance company will not accept any claim after 14 days.

Please identify all damaged parts, and we will send replacement parts. Shipping cost is included for the first replacement. If more damaged parts are identified after the first shipment, we will need to ask you to pay for the shipping as shipping over length and heavy items are costly.

Your item must be in GOOD condition with original packaging and shipping ready condition to be returned within 30 days from the date you receive it, unless there is a manufacturer defect. And please email us your request to our email: hello@bonpergola.com

Return Shipping: Customers are responsible for return shipping fees unless manufacturer defects or shipping damages.

Restocking fee (if returned): All items are subject to a minimum 15% restocking fee. We do not refund shipping and handling fees.

Transaction fee: we will not be able to return the transaction fee as our payment company (Stripe.com) will not return any transaction fee to us.

Labor: Please note, we will not be able to refund any of the labor from your side.

You must be present at the time of delivery to ship your shipment. It is important to be as detailed and descriptive as possible for the photo taken on the condition that is going to return to us to avoid possible confusion on the possible damage that could occur during transportation.

NOTE: CUSTOM UNIT IS NOT ABLE TO RETURN AS IT IS CUSTOM MADE DEDICATED JUST FOR YOUR PLACE!

Villa Pergola:

Situation A: it is often that the screw and nuts are too tight in between the louver and the connecting pieces on the top. Remove the driver louver connecting section with the motor and test if the louver can be open and close smoothly and easily by hands. If not, they have to be loosen to not give too much friction to the motor.

Situation B: if the motor was working and stopped working, please check if the power is going through the wire to the motor with a simple voltage pen. (Meanwhile, please make sure the remote is blinking blue (so it has power)). Please also check if the motor still trigger a beep sound (very little so you might need to be next to it to hear it) when unplug and replug in. If you can still hear the beep sound, you might simply need to reprogram it by following the instruction page.

If else, please email us.

Weatherproof Pergola:

Check if you are on the correct louver channel which should be the center bottom. Please also check if the light will be able to turn on or not. Please also check if the power is going through the wire to the motor with a voltage pen.

If else, please email us.