Frequently Asked Questions
Ordering
How do I place an order?
Browse our store, select your item, choose any available options, and proceed to checkout. You'll receive an order confirmation email once your purchase is complete.
Can I cancel or change my order?
If your order has not yet been processed, we may be able to cancel or modify it. Please email us at support@sunlakesupply.com as soon as possible with your order number. Once an order has shipped, our standard return policy applies.
Is it safe to enter my payment information?
Yes. Our checkout is powered by Shopify, which uses industry-standard encryption (SSL) and is PCI DSS compliant. We never see or store your full payment card information.
Shipping & Delivery
Where do you ship from?
Sun Lake Supply is a U.S.-based business headquartered in Tempe, Arizona. To keep our pricing competitive, most of our products ship directly from our manufacturing partners overseas. All customer service and order support is handled by our U.S. team.
Where do you ship to?
We currently ship to addresses within the United States, including all 50 states. We do not currently ship internationally or to U.S. territories or APO/FPO addresses.
How long does order processing take?
Orders are processed within 2–5 business days. Expedited orders are prioritized and processed within 1–5 business days. Processing time does not include shipping time.
How long does shipping take?
After processing, standard shipping takes 8–15 business days, and expedited shipping takes 5–10 business days.
Total estimated time from order to delivery:
Standard: 10–20 business days
Expedited: 6–15 business days
Delivery times may vary based on location, carrier performance, and customs processing.
How much does shipping cost?
Standard shipping is free on all orders within the United States. Expedited shipping is available for an additional fee, calculated at checkout.
Do you provide tracking information?
Yes. Once your order ships, you'll receive an email with your tracking number and a link to follow your package. Tracking may take 24–72 hours to update after shipment. Because packages travel internationally, tracking activity may occasionally pause for a few days during transit or customs clearance — this is normal.
Will I have to pay customs fees or duties?
No. The price you see at checkout is the price you pay. We absorb any customs fees or duties so there are no surprise charges on your end.
What if my package is delayed?
Delays can happen due to carrier issues, customs processing, severe weather, or high-volume periods. If your order is significantly delayed, please reach out and we'll help track it down.
What if tracking shows my package as delivered but I didn't receive it?
First, check with neighbors, household members, and your building's mail area, and wait 48 hours since carriers sometimes mark packages delivered before the actual drop-off. If you still can't locate it, contact your local carrier with the tracking number. If the package can't be found, email us at support@sunlakesupply.com within 7 days of the marked delivery date and we'll work with you on a resolution.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, in original condition and packaging, and accompanied by proof of purchase. See our Refund Policy for full details.
How do I start a return?
Email us at support@sunlakesupply.com with your order number and the reason for the return. We'll respond within 1–2 business days with return instructions.
Who pays for return shipping?
For standard returns (change of mind, no longer needed), customers are responsible for return shipping costs. For damaged, defective, or incorrect items, we cover return shipping and provide a prepaid label.
What if my item arrives damaged or incorrect?
Contact us within 7 days of delivery at support@sunlakesupply.com with your order number, a description of the issue, and photos of the item and packaging. We'll arrange either a free replacement or a full refund, including any original shipping charges.
How long do refunds take?
Once we approve your return, refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank or payment provider.
Are any items non-returnable?
Yes — gift cards and items marked as final sale or clearance cannot be returned. Any product-specific return exclusions are noted on the product page before purchase.
Products
Are colors and finishes accurate to the photos?
We work hard to display our products accurately, but slight variations in color and finish may occur due to differences in screens, lighting, and natural variation in materials like wood, stone, and ceramics. These small differences are part of what makes each piece feel unique.
Do you restock sold-out items?
Some items are restocked regularly, and others are limited or seasonal. If something you love is out of stock, email us at support@sunlakesupply.com and we'll let you know whether it's coming back.
Can I get product recommendations?
Absolutely. If you're looking for something specific or styling a space and not sure where to start, send us a quick message and we'll be glad to help.
Account & Communication
Do I need an account to place an order?
No — you can check out as a guest. Creating an account makes it easier to track orders, save shipping addresses, and view your order history.
How do I unsubscribe from marketing emails?
Click the "unsubscribe" link at the bottom of any marketing email. You'll still receive transactional emails about your orders.
How do I contact customer support?
We're here to help:
📞 (+1) 458-292-8609
📍 4690 S Lakeshore Dr #2007, Tempe, AZ 85282
We aim to respond to all inquiries within 1–2 business days.
Last updated: May 16, 2026