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Most of our customers’ frequently-asked questions and our answers can be found here. If you have additional questions, please contact one of our cupola professionals, either by email, phone or through the online chat service (when available).

 

CONTACT US:

 

Cupolas Direct

PO Box 36

Holtwood, PA  17532

PHONE: 717-808-5711

FAX: 717-284-5272

EMAIL:  cupolasdirect@gmail.com

 

FREQUENTLY ASKED QUESTIONS:

 
When will my credit card be charged?  Credit cards are processed at the time the order is placed.


When will my order ship?  Most of our items are built to order and require a 1-3 week build time.  Some items, like the weathervanes & finials and outdoor décor, are stocked and will ship within 3-5 days. 


How will I know if my item is out of stock?  We will email you as soon as we become aware of any delays in fulfilling your order.


What do I do if an item is missing from my shipment?  Please contact us within 48 hours or receipt to report any shortages or mix ups with your order.


How do I know if my order is shipped?  We will update you via email with tracking and shipment information once we have received that information from the shipping company.


How much is shipping?  We offer free shipping on all weathervane and finial purchases.  Shipping costs on all other items will vary depending on the item and your location.  Shipping will calculate during checkout based on the shipping zone and item(s) to be purchased.  Our standard shipping zones do not include Alaska, Hawaii and Canada.  Please contact us for availability of shipping to these locations.


How do I return my product?  All returns need a return approval from Cupolas Direct customer service before returning any product.  Returns must be made within 30 days of order receipt.  Please inspect all items immediately upon receipt.  All returns are subject to a 20% restocking fee, with the exception of damage or manufacturing flaws.  Cupolas Direct is not responsible to pay any of the shipping fees incurred when returning a product to us.


What do I do if I received the wrong product?  Please notify us with 48 hours of receipt with any problems related to the products you have received. 


Do you offer international shipping?  Most of our items can be shipped into Canada.  Please contact us to receive a shipping quote.  Any customs fees or duty fees will be separate from the shipping quote and will be the responsibility of the customer.


How does your price match guarantee work?  We offer guaranteed low pricing on all of our products.  Our guaranteed lowest pricing offer is good on any advertised price for an equal product, including materials, and shipping charges to the same location. 


Do I have to pay sales tax?  Only residents of Pennsylvania or customers with a billing address or shipping address inside PA will be charged sales tax.  Customers outside of PA will be required to report and pay any applicable sales tax on their own.


How do I figure out what size cupola I need?  Visit our Sizing Guidelines page for more information, check out our Customer Photos page to see what some of our other customers have done or contact us.  If you can email us a picture of your building with a description of your thoughts, that would be helpful, too. 

 

How do I install my cupola?  Visit our Installation Guide page for more information or contact us.  We never recommend using a window cupola for skylight applications, they are not constructed for or intended for that purpose.  A skylight is a completely different concept from a cupola.  Any application of a cupola for skylight purposes is against our standard installation policy.


How do your items ship to me?  CUPOLAS – 26” and smaller cupolas are shipped via UPS Ground or FedEx.  28” and larger cupolas are shipped via motor freight. WEATHERVANES & FINIALS – all units are shipped via UPS Ground or FedEx.  SADDLE CABINETS & BARN FURNITURE – most pieces are shipped via motor freight, with the smallest pieces shipping via UPS Ground or FedEx.  LAMP POSTS & OUTDOOR DÉCOR – all units are shipped via UPS Ground or FedEx. 

 

What do I do if my motor freight delivery arrives damaged? Be sure to thoroughly inspect the shipment ASAP.  Note any damage to the packaging or interior contents on the delivery receipt before signing. If damage is found, please refuse shipment and contact us immediately. If possible take photos of the damage for our records. We will handle the insurance claim and get a replacement sent out to you as soon as is reasonably possible. If damage is found after the delivery receipt is signed and the delivery driver has left, you will be responsible for the claim and any additional charges that may occur. Cupolas Direct will take full responsibility for filing the claim and the replacement, repair, return, etc. when damage is noted at the time of the attempted delivery and if the delivery is refused.

 

What do I do if my UPS/FedEx delivery arrives damaged?  Please inspect the shipment for visible or concealed damage within 7 days of order receipt.  If damage is found, please contact us immediately and send photos of the damage, if possible.  We will send replacement pieces as soon as it’s determined what will be required to repair the item.  Be sure to retain the shipment and all packaging material in the event the shipping company requires an inspection.  If damage is found after 7 days of receipt, you will be responsible for the claim and any additional charges that may occur.   Cupolas Direct will take full responsibility for filing the claim and the replacement, repair, return, etc. when damage is reported within the noted time frame. 


How do I place an order?  We have a secure online store that is open 24/7.  If you prefer to place your order with a live person, you can contact us anytime. 


What forms of payment do you accept?  We accept all major credit cards and PayPal.


How do I contact you?  You can email us at cupolasdirect@gmail.com or call us at 717-808-5711.  Click here to be redirected to our contact information.


What if I don’t see the answer to my questions here?  Feel free to contact us and we will be happy to answer any questions that you may have.