Covers & All USAReviews 26,031

Hello Jeremy. Please accept our sincere apologies for the delays on your order. We certainly understand the frustration this must have caused. This is certainly not our regular turnaround, but the past year has not been regular for most of us.

All our products are handmade; regrettably, due to inconstant circumstances we ended up with unanticipated backlog in production and missed the promised dates. Please be assured we are working hard to scale up our production capabilities and improve our turnaround time. While these efforts (which include building a new, much larger production unit) are in progress, we have also applied some solutions in the interim that have resulted in significant improvement over the last few weeks.

As promised we have refunded the shipping charges as well as 10% of the product cost due to this inconvenience. Thank you for your understanding and willingness to wait. We sorely regret disappointing you and can only hope you are able to allow some forgiveness if you are happy with the product. Your second curtain has already been shipped and is in transit. If you have additional comments or questions, you are very welcome to write to us at [email protected].

Hello Robert. We are sorry that you are not fully satisfied with your custom covers.

We have worked hard to make the order process as transparent as possible. As mentioned on the product page, "We add 1" to 2" leeway on the given width/depth, for an easy pull-in, pull-out." We apologize if this has inconvenienced you however this is done to ensure ease of use. Upon request we are happy to exclude this leeway.

The material you have selected for your covers is Cover Max; it is described as "PVC Coated Polyester". We have a lighter material that feels like fabric (Cover Fab - 600 Denier melange, PVB Backing Polyester) however this wasn't selected for any of the covers.

You may find it helpful to order our Free Swatch Kit; this would help you make an informed choice on the fabric on future orders:

https://www.coversandall.com/swatch-kit.html

If you have additional comments or questions, please feel welcome to write to us at [email protected].

Hello Kenneth. Please accept our sincere apologies if our support did not meet your expectations.

We package each product as securely as possible. Regrettably, sometimes a package gets damaged in transit and we are fully committed to replacing any such product.

Pictures clearly showing the product and the damage are required to establish the defect. A picture of the shipping package helps us file a claim with the carrier. We have received only one email from you. Unfortunately, the pictures shared in the email are extreme close ups which make it impossible to identify the product or the defect.

Once again, we request you to write back to our email with the required pictures so that we can help resolve this unfortunate situation.

Hello Brenda. We are sorry to note your disappointment. Your order was placed on 29 November with Standard Ground shipping for delivery by 4 January. Per the FedEx tracking page it was delivered on 30 December - in a month and earlier than promised.

We passionately handcraft hundreds of products each day, closely following the ordered measurements and any instructions provided. Admittedly sometimes we make a mistake. However, we firmly believe in making it right when given the opportunity and when the error is clearly established.

The measurements on your order are:

1. Height 14"
2. Width 23"
3. Depth 23"

If you feel any of the sides is the wrong size, please take a picture of the cover clearly showing the incorrect size with a tape measure and email us at [email protected]. We will gladly replace it in case we have made an error in fabrication.

Hello Mike. We are sorry to learn that our support did not meet your expectations.

We passionately handcraft hundreds of products each day, closely following the ordered measurements and any instructions provided. Admittedly sometimes we make a mistake, and we firmly believe in making it right when given the opportunity and when the error is clearly established.

However, upon investigation our Quality team found no error in the fabrication of your cover. Unfortunately, the measurements entered while placing the order seem to be off - specifically the height - which led to the ill-fitting cover.

We understand that when ordering online anyone can make a mistake, so we try to help to the extent that we can. The offer of a 30% discount for a reorder in a different size was made as a goodwill gesture. Since you were not satisfied with this, our Quality team also sent you drawstraps with pushclips free of cost so you could modify the cover easily to make it work. This was done after receiving your approval. We regret that you do not find this to be reasonable assistance. If you feel there is something else we could have done to help, please feel welcome to write back to us.

Hello Filippo. Please accept our sincere apologies for the delay on your order. We certainly understand the frustration this must have caused.

All our products are handmade; regrettably, due to inconstant circumstances we ended up with unanticipated backlog in production and missed the promised dates. Please be assured we are working hard to scale up our production capabilities and improve our turnaround time. While these efforts (which include building a new, much larger production unit) are in progress, we have also applied some solutions in the interim that have resulted in significant improvement over the last few weeks. Thank you for your patience and willingness to wait.

We also apologize in case there were any marks left over from the work area. We will share this feedback with the team. Meanwhile, the product is made of plastic and you can wipe it off with a soapy cloth. If you need further assistance, please feel welcome to write to us at [email protected]