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POLYWOOD Customer Service Staff

What to expect when you reach out to POLYWOOD

Updated 12/10/2020

Our team of customer service experts are continuing to work around the clock in an effort to keep up with the recent surge of incoming inquiries. First and foremost, we want to thank them for their tireless work, and recognize them for continuing to put others first, even in the midst of these challenging times. Our team is dedicated to serving you and we greatly appreciate your patience and understanding.

In addition to hiring new team members, we’ve also asked all of our sales, marketing, project management, and engineering team members to temporarily join our Customer Service Team in a united effort to respond to your inquiries as quickly as possible. Our hope is that this all hands on deck approach will help us catch up and return to real time service as soon as possible!

How to receive the fastest service possible for your inquiry

1. We've answered our most common questions in our FAQs

2. For questions on your order status

  • For orders placed on please refer to the estimated ship date shown on our order status page
  • For orders not placed on please work with the POLYWOOD authorized retailer that you placed your order with.

3. For missing hardware: Submit hardware request here

4. To initiate a warranty claim: Submit warranty claim here

5. For product returns: Submit a return request here

6. For all other inquiries: Visit our help center or send us an email at You can expect a response to your inquiry within 3 - 5 business days.

Additionally, live chat support is available on from 8am - 12pm EST and 1-5pm EST, Monday - Friday.

We appreciate your patience and understanding with us during this time.

To learn more about the measures that we are taking to ensure our employees and communities stay safe, visit

Customer Service via Email

  • Email support is available
  • Current response times are up to 3 - 5 business days

Customer Service via Live Chat

  • Live chat support is available; 8am-12pm EST & 1pm-5pm EST, Monday - Friday

Customer Service via Phone

  • Phone support is available; 8am-12pm EST & 1pm-5pm EST, Monday - Friday