Find below all the answers to the frequently asked questions.

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Bioclimatic Pergolas

I have limited space to fix my wall-attached bioclimatic pergola, what is the total height of the wall-attached parts, what is the clearance height under the pergola, and the height with the slats open?

The total height of the wall-attached parts is 23.57 cm (9.28 inches), including parts A2 and A3 (which are positioned at the ends of the pergola). Without these parts, the total height is 17.6 cm (6.93 inches). The clearance height under the pergola is 239 cm (94.09 inches), and the total exterior height of the pergola with the slats open is 261 cm (102.76 inches).

Can I cut the legs of my pergola to shorten it?

You can trim the legs but make sure to cut precisely from each side. The threading that accommodates the screws to fix the plates is found along the entire height of the leg. You will be able to fix the plate under the leg, only if you cut the leg straight across (do not cut the leg diagonally). You will need to recreate the water drainage holes on the leg. However, if you cut the legs, consider that the accessories will no longer be compatible. The warranty will also be voided.

Is the hardware for fixing the pergola to the ground provided?

In your package, you will find four anchors per post, suitable for installation on a concrete floor. These anchors have the following dimensions: M8*80, meaning they are 8 cm (about 3.15 inches) in length and 8 mm (about 0.31 inches) in diameter. For drilling the holes, you will need an 8 mm (0.31 inches) diameter concrete drill bit. Then, to tighten the anchors, you will need a wrench with a 13 mm (about 0.51 inches) opening.

Bioclimatic Pergola Delivery

How is my pergola delivered?

Once your order is placed and if the product is in stock, you will receive an email in the following days from the carrier, at the contact details provided during your order, asking you to provide additional information about your delivery location.

Once arrived at your home, the carrier will drop off your packages,
NB: Please note, it is not possible to contact the carrier once they are en route to your home. More information about the delivery process.

I have not been contacted by the carrier for the delivery of my pergola, what should I do?

First, please check that the product is in stock. If it is not in stock you should have received an email titled "Waiting for restock". To ensure the product is in stock, you can go to the product page you ordered (product pages accessible here) and check if under the price and above "Delivery included" there is a restocking date indicated. If there isn‘t one, the product is in stock.
Also, please check all the emails that have been sent to you, at the contact details provided during your order, since the purchase date.
If you find no trace of contact, you can contact Ombréa customer service by clicking here and we will do our best to provide you with a response as soon as possible.

Can I know the exact time I will be delivered?

It is not possible to know the exact time the carrier will arrive. You must reserve a full day, between 8 am and 6 pm.

I received my order but wish to return a product, how do I proceed?

According to the current Quebec regulations, you have a period of 7 business days, from the receipt of your order, to exercise your right of withdrawal, in accordance with the Consumer Protection Act. This period may be extended to 10 days in some cases. Only new and complete products (with manuals and accessories), returned in their original packaging, will be accepted for return. Any product that is damaged or whose original packaging has been altered beyond simple opening will neither be returned nor refunded, provided that these conditions are clearly stated in the seller‘s return policy.

Installation of Bioclimatic Pergolas

Do you offer assembly services to install my bioclimatic pergola in Quebec?

For our customers in Quebec, we offer the possibility of connecting with an installer certified by Ombrea for the assembly of your pergola. If you are interested, you can make a request via our contact form to obtain their details.

What type of ground do you recommend for installing the Ombréa® bioclimatic pergola?

We recommend installing the pergola on a hard, solid, and level surface. The ideal option would be to fix it on a concrete slab.

I want to create concrete pads on my lawn to anchor my pergola, what size pads do you recommend?

We recommend anchoring your pergola on concrete pads of 25x25 cm (10x10 inches).

Do I need to take any steps with the municipality to install a bioclimatic pergola?

This depends on your place of residence. We advise you to inquire with your city to know the local regulations. Generally, for a wall-mounted bioclimatic pergola with a ground surface between 5 m² and 20 m² (54 to 215 sq ft), a prior declaration of works is necessary. For an area greater than 20 m² (215 sq ft), a construction permit application may be required. For freestanding pergolas between 5 m² and 20 m² (54 to 215 sq ft), a work authorization may be required. For more information, you can consult the website of your municipality or the local government agency responsible for urban planning.

Installation of Accessories

Can I buy my accessories after having installed my pergola?

Yes, accessories can be installed after your pergola is set up. However, we recommend acquiring them at the same time as your pergola for two reasons:
- Our products are constantly being improved to better meet your needs, and a new model of accessory could come to market that is no longer compatible with your pergola model.
- Purchasing accessories simultaneously with the pergola allows you to assemble everything together and anchor it to the ground optimally, thus avoiding assembly problems (like posts not aligned at 90°) and ensuring better integration of the accessories.