Shipping & Return Policy

Before placing your order, it’s important to understand how custom products work. Every cushion, pillow, and sling we create at Cascadia Outdoor Cushions is made specifically for you—built to your measurements, your style, and your selected fabric. Because of this, production timelines, shipping, and return policies are different from off-the-shelf products. Below, you’ll find everything you need to know about shipping, lead times, delivery, and what to expect throughout the process so you can order with confidence.

Shipping & Returns – What to Expect When Ordering Custom Cushions

At Cascadia Outdoor Cushions, every product we make is custom-built specifically for you—crafted to your measurements, your style, and your selected fabric.

Because of that, ordering custom is a little different than buying something off a shelf. Here’s exactly what to expect.

Shipping Information

Shipping Carriers & Delivery Area

We ship using UPS and FedEx Ground throughout the continental United States (lower 48 states only).

At this time, we do not ship to Alaska, Hawaii, Puerto Rico, or international locations.

Shipping Costs

Shipping costs are calculated at checkout based on your order.

Because cushions and slings are large, boxed items, shipping is based primarily on package size (dimensions)—not weight.

Large cushions require large boxes, and carriers charge significantly more for oversized packages.

Shipping today is expensive, and while we work to keep costs as reasonable as possible, we do not control carrier pricing. Rates are determined by UPS and FedEx based on size, distance, and delivery location.

Oversized & Large Item Shipments

Many cushion orders—especially deep seating and chaise lounges—require oversized packaging.

Because of this:

• Larger items may have higher shipping costs

• Orders may ship in multiple boxes

• Packages may arrive on different days

This is completely normal for custom cushion orders.

Multiple Shipments

We partner with multiple manufacturing facilities across the United States.

Depending on your order:

• Items may be produced at different locations

• Orders may ship separately

• Deliveries may arrive on different days

This ensures each product is made by the team best suited for that item.

Production & Lead Times

All cushions, pillows, and replacement slings are custom-made to order.

We do not stock pre-made inventory.

Typical Lead Times

• Most orders ship within 6–8 weeks

• During peak season or fabric delays, production may extend to 8–10 weeks or longer

Important: Lead Times Are Estimates

All lead times are approximate and not guaranteed.

Production timing depends on:

• Fabric availability

• Seasonal demand

• Manufacturing schedules

If your order is tied to a specific date or event, we strongly recommend ordering well in advance.

Order Updates During Production

Because each order is made in sequence, we do not provide updates during production.

Once your order is placed:

• It is scheduled into production

• It is handcrafted to your specifications

• You will receive tracking information once it ships

Returns & Cancellations

Custom-Made Products

All cushions, pillows, and slings are made specifically for your order.

Because of this:

• We do not accept returns or exchanges for:

  • Incorrect measurements

  • Change of mind

  • Fabric or color selection decisions

Order Changes & Cancellations

Changes or cancellations must be requested within one (1) business day of placing your order.

Once fabric has been allocated, ordered, or cut, the order cannot be changed, canceled, or refunded.

Refused Shipments

Because all products are custom-made to order, refused shipments are not eligible for a refund.

If a shipment is refused or returned to the sender without prior authorization, the order will not be refunded.

Damages, Defects & Order Issues

Inspect Your Order Immediately

Please open and inspect your order as soon as it arrives.

Any issues must be reported within three (3) business days of delivery.

This includes:

• Shipping damage

• Missing items

• Manufacturing defects

Because of the nature of shipping and production, delays in opening your order can limit our ability to resolve issues.

Reporting an Issue

To report a problem, please contact us with:

• Photos of the product

• Photos of packaging (if applicable)

• A description of the issue

How We Handle Issues

If your order has a verified issue, we will evaluate the situation and determine the appropriate resolution.

This may include:

• Repair

• Replacement

• Other solutions based on the specific situation

Each case is handled individually to ensure a fair and appropriate outcome.

Our Goal

Our goal is simple:

To create custom outdoor cushions and slings that fit beautifully, perform well, and last.

Because every product is made to order, taking a few extra minutes before purchasing—and reviewing your order immediately upon arrival—helps ensure the best possible experience.

If you have any questions before ordering, we’re always here to help.

Frequently Asked Questions

How long does it take to receive my custom cushions?

Most orders ship within 6–8 weeks. During peak season or if fabrics are backordered, lead times may extend to 8–10 weeks or longer.

Why does it take so long?

Every cushion and sling is made to order—cut, sewn, and assembled specifically for your furniture using premium outdoor materials. This is not mass-produced inventory.

Will I receive updates during production?

No. Once your order is placed, it is scheduled and built in sequence.
You will receive tracking information as soon as your order ships.

Can I speed up my order?

All orders are processed in the order received. However, if your selected fabric is backordered, switching to an in-stock fabric may help reduce delays.

How is shipping calculated?

Shipping is calculated at checkout based on your order.

Because cushions are large, boxed items, shipping costs are based primarily on package size—not weight. Larger cushions require larger boxes, which increases shipping cost.

Why is shipping so expensive?

Shipping carriers (UPS and FedEx) charge based on dimensional weight, meaning the size of the box plays a bigger role than actual weight.

We do not control these rates, and they are determined entirely by the carrier.

Will my order arrive all at once?

Not always. Orders may ship from multiple factories and arrive in separate packages on different days.

Can I return my cushions if I don’t like them?

No. All products are custom-made to your specifications and are not eligible for return or exchange due to incorrect measurements, change of mind, or fabric/color selection.

What if I made a mistake in my measurements?

Customers are responsible for all measurements. If an error is made, a new order would need to be placed at the customer’s expense.

What if my order arrives damaged?

You must report any damage within three (3) business days of delivery with photos of the product and packaging.

What if something is wrong with my order?

If there is a manufacturing defect or issue, we will evaluate the situation and determine the appropriate resolution, which may include repair or replacement.

Do I need to open my order right away?

Yes. We strongly recommend opening and inspecting your order immediately upon delivery.

Delays in reporting issues may limit our ability to resolve them.

Can I cancel my order?

Orders may only be canceled within one (1) business day of placing the order. After that, materials are allocated and production begins.

Are any cushions or slings in stock?

No. All products are made to order. We do not carry pre-made inventory.

Where are your cushions made?

All cushions and slings are proudly made in the USA using high-quality materials and experienced craftsmanship.