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

Once your order is confirmed and paid in full, it will be processed within 7–10 business days for polycarbonate and capping, and 2–3 business days for sealants and hardware. Processing times exclude weekends and holidays. You’ll receive a notification email when your order ships.

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 info@polycarbonatestore.com

Shipping Regions

We ship within the 48 contiguous United States. Shipping is available to parts of Alaska upon request.

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 Pickup in WA State

Save on shipping by selecting local pickup during checkout. Orders for in-stock items are typically ready within two (2) to three (3) business days.

You’ll receive an email when your order is ready, along with pickup instructions. Please bring your order confirmation email with you. We also recommend reviewing our FAQ page ahead of time to help you prepare for pickup.

How Pickup Works:

Orders can be placed online, over the phone, or in person. All in-person payments and order changes are handled at our Mount Vernon Showroom.

Once your order is confirmed and ready, pickup takes place at our nearby warehouse in Burlington, WA.

IMPORTANT: If you are interested in purchasing polycarbonate panels in-person at our showroom, please call ahead to verify we have your items in stock. Inventory varies on a daily basis.

Showroom (In-Person Orders & Payments ONLY):

Charley’s Greenhouse & Garden Supply / Polycarbonate Store
17979 WA-536 
Mount Vernon, WA 98273
(888) 977-7659

Showroom hours: Monday-Friday from 9 AM to 4 PM

Pickup Location (Warehouse):

Warehouse for Charley’s Greenhouse / Polycarbonate Store
669 Pease Rd
Burlington, WA 98233

Pickup Appointment hours: Monday-Friday from 8 AM to 4 PM

Pickup at the warehouse is by appointment only to ensure staff is available to assist you. Appointments are available Monday through Friday, 8 AM to 4 PM. Please coordinate your pickup time with your polycarbonate expert or by calling (888) 977-7659.

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’re happy to help arrange return shipping, but please note that shipping costs are the customer’s responsibility unless the product is defective.

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.