Customer Service
Frequently Asked Questions - Click the questions to find the answers!
Answers to Your Questions
Questions About Ordering
How do I place an order? Can I order online?
To order any product, simply
use our online shopping cart, or call or email us for personal, one-on-one customer service.
Click here for a short video to learn the fastest and easiest way to shop our
site
Do you carry your items in stock?
We do not carry any items in stock. We make or buy everything to order.
How long does it take to receive my order?
It depends on the item. Vinyl
strap and furniture covers often ship the next day after your order is placed, while items that need to be made,
like cushions and umbrellas can take from 2 to 4 weeks, depending on the season. Please check with us before
ordering.
Can you rush my order?
We process every order as fast as possible. However, if you have a special need, we may be able to expedite it for
you - please discuss this with us.
What are my payment options?
We accept Visa, MasterCard, checks and Wire Transfers. We can also accept American Express cards if that's all you
have.
PLEASE NOTE THAT WE CHARGE A $15 PROCESSING FEE FOR WIRE TRANSFERS AND NON-US CREDIT CARD
PURCHASES.
Do you charge sales tax?
Sales tax is payable only by Florida residents.
Do you have a minimum order requirement?
Yes we do. Our minimum order is $25 (not including taxes or shipping. Unfortunately this is necessary dur to the
cost of order processing .
[back to top]
Questions About Shipping
What are your shipping costs?
Shipping costs vary widely, due to variables
such as the weight and dimensions of your items, and the distance to your address. We will quote you a shipping
cost before you order, based upon the best price we can obtain at the time. Should we be able to ship your order
for significantly less, we will refund you the difference.
How long before my order ships?
It depends on the item. Vinyl strap and furniture covers often ship the next day after your order is placed, while
items that need to be made, like furniture, cushions and umbrellas can take two or more weeks. Seasonality is also
a factor. During late Spring and Summer months, manufacturing lead time can be as long as 4-5 weeks. Please check
with us before ordering.
What shipping methods do you use?
That depends on the item. Most items ship via UPS (or other courier). Larger items or those that are packed in
multiple packages are often able to be shipped at lower cost by common carrier (trucking company). We always choose
the least-cost option for you.
What if my order is damaged upon receipt?
Excellent, and very important question. We have a special page to answer this question here. Please read it!
What if I later find damage?
Unfortunately, neither we nor the manufacturer nor the shipping company will cover damage after you receive it and
sign for it as being received in good condition. Right or wrong, it is assumed by all parties at that point that
the damage may have been caused after delivery. We have a special page to answer this question here. Please read it!
What is your return policy?
Items which are made specifically to order
(such as cushions, slings, and pre-cut vinyl straps) are not refundable. "Off the shelf" items like patio furniture
covers and rolls of vinyl strap may be returned within 7 days if they are in the original packing
and undamaged. You must contact us for a Return Authorization, and in some cases a restocking fee may
apply. Return shipping must be paid by you. See our full Return Policy
Statement.
[back to top]
General Questions
Do you have a printed catalog?
No, because things change too frequently. Our website is our catalog and is kept right up to date.
How do I know you are a reputable business?
Our parent company has been in
this business since 1968. We are members in good standing of the Flagler County Chamber of Commerce and the Flagler
Beach Chamber of Commerce. You can read some of our customers' comments here.
Do you have a retail store in my area?
We do not have retails stores. Our websites are our only stores.
I am a manufacturer/vendor. Are you interested in selling my products?
Definitely! Email us from our contact page with details of your products for consideration.
Do you have any employment vacancies?
Sorry. When we have vacancies we seek them locally through a recruiter.
Is my information safe with you? What is your privacy policy?
Your information is absolutely safe with us. To summarize our privacy policy, we will never allow your personal information to leave here, unless required
to do so by law.
I'm not getting your emails. What do I need to do?
If you use Yahoo, Hotmail, AOL, or any similar service, please be sure to read the following
instructions:
How and why do I confirm?
We’re asking you to confirm your subscription to make sure you are the person requesting this
information and so that you will receive notifications for any updates regarding your download or other business
with us. Once you’ve confirmed, we’ll be able to keep you informed as to anything related to your download
and upcoming product specials or news.
If you haven’t received your confirmation email with the subject line:
"Confirmation request", it is most likely due to spam filters (Especially if you use a free email
provider like Yahoo, MSN or even AOL).
Please check your “Spam” or "Junk" mail folders for the email. Make sure you add us to our "buddy list" or
“white list” if needed.
Here’s how to add us to your "buddy" or "white" list for some of the most popular e-mail
providers:
 Here's how to add us to
your Yahoo whitelist:
1. Open your Yahoo mailbox
2. Click "Mail Options"
3. Click "Filters"
4. Next, click "Add Filter"
5. In the top row, labeled "From Header:" make sure "contains" is selected.
6. Click in the text box next to that drop-down menu, and enter the address in the "From" line of our e-mail
message (Please select the e-mail address from the list provided)
7. At the bottom, where it says "Move the message to:" select "Inbox" from the menu.
8. Click the "Add Filter" button again.
 If you're using
AOL, here's how
to receive our emails:
1. Go to "Mail Controls"
2. Select the screen name we're sending your e-mail to
3. Click "Customize Mail Controls For This Screenname."
For AOL version 7.0: In the section for "exclusion and inclusion parameters", include these
domains:
duralifellc.com and getreponse.com.
For AOL version 8.0: Select "Allow e-mail from all AOL members, e-mail addresses and domains”.
Then…
1. Click "Next" until the Save button shows up at the bottom
2. Click "Save."
 To receive our emails
with Hotmail, please follow these steps:
1. Click the "Options" tab
2. Under "Mail Handling" select "Safe List"
3. In the space provided, enter the address in the "From" line of our e-mail
4. Click "Add"
5. When you see the address you entered in the Safe List box, click "OK.
[back to top]
Questions About Fabrics
What is the difference between the grades of fabrics?
Fabrics are available in five Grades - A, B, C, D & E. The basic grade [Grade A] is generally more course to
the touch, a more open weave, and is very popular for replacement cushions because it dries quickly. However,
because of the openness of the weave, it is not recommended for umbrellas, as it will allow too much sun and light
to pass through. As you progress through the grades from Grade B to Grade D, the fabrics generally become more
"luxurious" to the touch and have more complex patterns and prints to choose from. As a result, prices increase the
higher the fabric grade.
Are your fabrics waterproof?
Fabrics are not waterproof - they are water-resistant. This means that they tend to shed water readily, but if left
in rain for a prolonged period of time the water will eventually penetrate and soak the fabric. This is not
detrimental to the fabric, however. All our fabrics are specifically designed for the outdoors. Watch a short video demonstration
How do I request fabric samples?
Samples can be ordered right over the phone. We charge $4.50 per swatch.
How do I care for my outdoor fabric?
Click here for fabric care instructions.
Do you sell fabric by the yard?
Yes, we sell any of our fabrics by the yard. They are generally 54" wide. You must buy in whole-yard
increments.
Click here for fabric yardage information and prices.
[back to top]
Questions About Cushions
How do I measure my cushions?
Instructions for measuring your existing
cushions are on our cushion measuring page.
Are your cushions waterproof?
Cushions are not waterproof - the fabrics are
water-resistant. This means that they tend to shed water readily, but if left in rain for a prolonged period of
time the water will eventually penetrate and soak the fabric and the cushion filling. This is not detrimental to
the cushion, however. All our fabrics and cushions are specifically designed for the outdoors. Stand the cushion on
its edge in a sunny/breezy area for faster drying. Watch a short video
demonstration
How should I care for my cushions?
Click here for fabric care instructions.
If I tell you what kind of furniture I have can you tell me what cushions I
need?
Sorry - there are just too many possibilities out there! The only way we can help you find your
cushion sizes is by measuring your cushions. You can do it yourself, or send your cushions in to us.
Can you put new covers on my existing cushions?
We do not recover cushions.
[back to top]
Questions About Vinyl Straps
How do I know if my straps are single or double wrapped?
If you cannot see
the rivet heads or the slots that the straps go into, it is double-wrapped [wrapped around the frame 2 times on
each end].
How do I replace my straps?
Instructions for measuring and installing straps are here: Single Wrap / Double Wrap
My straps are not as wide as the standard widths you carry. Where can I get the correct
width?
When you stretch the straps across the frame, they narrow slightly, so if your straps measure around 1¾" you will
need the 2" straps; if yours are around 1¼" you will need the 1½" straps.
How do I know what fasteners to use?
Fasteners for straps are of two main
types - plastic rivets or aluminum clips. These are further sub-divided into various shapes and sizes. You can see
the main ones we carry on the vinyl strap page.
My frames have slots in them, and the straps have tabs on the ends to fit in the slots.
What do you have for this?
We cannot get the "tabbed" straps any more. You can either cut the straps yourself with a heavy pair of scissors,
or use "C-clips" as shown on our vinyl strap page. You clamp these on each end of the strap and the other end goes
into the slots in your frame. This assumes your frame is tubular and approximately 3/4" in diameter.
[back to top]
| 
