Question 1

What colours are your covers available in?

Accepted Answer

The protective covers are available in black, light grey and beige.

Question 2

Are your covers waterproof?

Accepted Answer

Yes, all our covers use waterproof solution dyed polyester. The water can even pool on the fabric and it will not seep through. Please note even though our seams are double turned and stitched, if water is left to pool directly on the stitching it will eventually seep through the fabric over time.

Question 3

How do I measure my furniture / items I am looking to cover?

Accepted Answer

Send us a photo of the furniture or items you'd like the cover for and we will mark up the photos and provide tips on a quick, easy yet accurate way to measure. Each product page also features a measuring guide for that specific item.

Question 4

How long does Ready Made Covers delivery take?

Accepted Answer

Ready-made covers in stock at our Auckland warehouse are usually delivered within 2–3 days. If a cover isn't in stock in Auckland, it's dispatched from our factory and delivery takes 10–14 days. Where a cover ships from the factory, this is noted on the product page.

Question 5

Why don't you offer a wide range of protective patio cover material?

Accepted Answer

Some cover retailers offer multiple grades of material in their covers, from inferior to premium quality. We only supply quality outdoor covers and only use premium material.

Question 6

Why are your protective covers more expensive than some others?

Accepted Answer

Most other covers are made from PVC/Vinyl or recycled polyester. PVC/Vinyl is heavy duty and waterproof and feels thick and durable, but they simply don't last — usually within 12-18 months they go brittle and crack, making them useless. Recycled polyester is even worse and can break down within 6 months.

Question 7

Do your covers come with a warranty?

Accepted Answer

Yes, many cover retailers offer 2, 3 or 5 year warranties, however they have many conditions and waivers such as waterproofing and fading. Our covers come with a 1 year warranty and it covers waterproofing and excess fading.

Question 8

Does the warranty cover items being damaged?

Accepted Answer

No, in our many years of making outdoor furniture covers this has never been an issue. Sometimes furniture is made using inferior materials such as poor quality timbers, fabrics, rope and wicker. We don't know the durability of items you are covering, how they are made, what materials were used, if they are suitable for your environment, or if the manufacturer designed it to be covered. Only use outdoor covers on outdoor furniture. Indoor furniture should be kept indoors.

Question 9

Does Warranty cover Mildew or Mould?

Accepted Answer

No, it's recommended to leave a couple of CM's between the ground and the cover to assist in airflow. Don't use protective outdoor furniture covers on indoor furniture. Only use outdoor covers on outdoor furniture. Indoor furniture should be kept indoors.

Question 10

What are your protective covers made from?

Accepted Answer

All our covers are made from solution-dyed 200gsm polyester, purpose-designed for harsh outdoor conditions. They have the look and feel of a quality outdoor lounge cushion, with a TPU coating on the underside that makes them fully waterproof.

Question 11

Can the protective covers gradually fade?

Accepted Answer

With outdoor covers there are 2 types of materials. The 1st is Vinyl/PVC based — this is what hardware stores and BBQ retailers supply. It's great for waterproofing in the short term, however in 12-18 months it will crack and tear, making the cover useless. PVC/vinyl does not show gradual fading, however it goes brittle and flakes into pieces. The 2nd is polyester — this is what our covers are made of. They won't crack and split like the other covers, and they also won't turn white or flake. The covers will fade gradually as time goes by. This does not affect the longevity of the cover or its ability to protect the item being covered.

Question 12

Can you guarantee no variation in cover colour and texture?

Accepted Answer

CUSTOM MADE COVERS: Yes, providing the covers are ordered at the same time. SEARCH BY RETAILER COVERS: Yes, providing the covers are ordered at the same time. READY MADE COVERS: No. Ready-made covers are produced in bulk when stock is low for a specific size. Because the covers are not made at the same time, the yarn is also not produced at the same time. As such, slight variations in colour and texture are unavoidable. Most orders are delivered in identical texture and colour, however this cannot be guaranteed, and if it is vital that the covers are a 100% perfect match then order a custom made cover.

Question 13

How long should my cover last?

Accepted Answer

The lifespan of a cover depends on its location and environment. For instance, a cover fully exposed to harsh UV will likely have a shorter lifespan than one partially sheltered under an awning. Based on our experience, you can expect a cover to last 5–6 years with semi-exposure, or 3–4 years if fully exposed to the elements.

Question 14

How can I go about returning my cover?

Accepted Answer

Click on the “Return policy” at the bottom of any page and fill out the “return form”. Please note: only send the cover/s to our warehouse once you have received a return notice. Returns without a return notice will not be processed.

Question 15

How long will it take to receive my refund or store credit?

Accepted Answer

Your refund will be processed within 5 business days by the same payment method used for the original order. Please note some credit cards take 2-5 business days before the funds clear your account. Refunds apply to cancellations within 24 hours. Store credit applies to ready made covers cancelled after 24 hours of order and that have been successfully returned to the warehouse. Store credit will be processed within 5 business days.

Question 16

Can I put the cover in the washing machine to clean it?

Accepted Answer

This will affect the waterproofing properties and void the warranty. You can use a garden hose to clean the cover, or clean it using warm soapy water and a sponge or cloth. Avoid using a brittle brush or abrasive cleaning pad.

Question 17

What cushion colours are available?

Accepted Answer

The full fabric selection can be viewed on our fabric page.

Question 18

How do I measure for a cushion cover?

Accepted Answer

For cushions it is best to measure the space/furniture where the cushion will be. If ordering cushion covers, remove the existing cushion covers from the cushion and measure from seam to seam. Alternatively, send us photos of your cushion or the space and we will guide you on how to easily and accurately measure.

Question 19

Can you price match cushion covers from another online store?

Accepted Answer

No, many suppliers of cushion covers use inferior fabrics that are not as durable as Olefin. Other retailers have hidden extras and charge for ties, piping and zippers. Our cushions are also guaranteed against workmanship and fading for 3 years.

Question 20

Why are your prices better than some cushion makers and upholsterers?

Accepted Answer

1. We buy fabrics and foam direct from the factory, not a wholesaler. 2. No rent for high-street retail shopfronts. 3. Instead of salespeople in every store, we have one centralised customer service team. 4. We manufacture in our own factory — nothing is outsourced. 5. Like your clothes, computer, phone and outdoor furniture, our cushions are also not made locally.

Question 21

Made in New Zealand

Accepted Answer

We understand it's a nice feeling when the label says “Made in New Zealand”. Many companies love to boast about it, but the truth is the outdoor fabric, yarn, zippers and packaging are not made in New Zealand either. Most companies that claim to be “Made in New Zealand” should really say “assembled in New Zealand”, because their raw materials come from China. We're of the view that the less bought from China, the better.

Question 22

Why aren't your cushion covers made in New Zealand?

Accepted Answer

Our cushions are made in Ho Chi Minh City, Vietnam, and we don't hide it. In fact, we're very proud of our factory. Because our factory isn't based in New Zealand, we're able to hire the best staff in the industry, make better-quality cushions because we can spend more time on each cover, and keep our prices 30%-60% lower than other cushion companies.

Question 23

Why do custom made cushion covers cost more than regular cushion covers?

Accepted Answer

Custom covers require the cover to be designed, cutting drawings created, a template created or the fabric chalked up for cutting, and the material cut into shape including seam allowances. These costs and time are the same whether making 1 cover or 20, so the cost is added to the price of fewer custom made covers rather than being divided across many. Because the item is custom-made, more attention to detail is required at each step of production, especially during sewing.

Question 24

Can I put the cushion covers in the washing machine?

Accepted Answer

Yes, providing it's on a cold and delicate cycle without other items in the washing machine.

Question 25

Are there any limitations to the size cushion covers you can make?

Accepted Answer

We can accommodate sizes as small as 5cm in the length/depth and 3cm thick. We can make cushions in excess of 5 metres long, 2.5 metres deep and 20cm thick. The outdoor fabric comes in widths of 150cm, so if the cushion is greater than 150cm in both the length and depth, there will be a join.

Question 26

Can you brand cushions with my logo or company name?

Accepted Answer

Yes, we offer branding with both embroidery and printing options depending on the quantity of cushions. Please note printing on all-weather outdoor fabrics like Olefin, Acrylic or Sunbrella is not the same as printing on polyester or cotton — the printing will not bond to the fabric as well, nor will it be as clear. Embroidery is recommended over printing if the cushions will be used for prolonged periods or the branding needs to be perfect.

Question 27

Do you offer a warranty and if so how long?

Accepted Answer

All our cushions come with a 3 year warranty and replacement guarantee, covering both workmanship and fading.

Question 28

What fabric are your cushion covers made from?

Accepted Answer

Our cushions are made from Olefin, which offers outstanding protection against the harshest elements.

Question 29

Are your cushion covers waterproof?

Accepted Answer

So-called “waterproof cushion covers” are not recommended. To make a cushion waterproof, a PU coating is applied to the underside of the fabric, but this means the fabric no longer breathes, causing the seat to get hot and sweaty. Even with a waterproof coating, water can still penetrate through the joins and stitching, trapping moisture which can cause the foam to go mouldy and smelly. The coatings that make a cushion waterproof only bond properly to polyester fabric — proper outdoor fabrics like Olefin and Sunbrella will fade gradually and continuously instead.

Question 30

Why should I get my covers from The Cover Company?

Accepted Answer

The Cover Company offers the widest range of quality outdoor furniture covers and all-weather cushion covers.

Question 31

Where can I see your covers?

Accepted Answer

The Cover Company is an online retailer serving New Zealand, Australia, the US, Canada and the UK. By not having a bricks and mortar store we are able to offer better prices and fast delivery.

Question 32

How do I get a quote and place an order?

Accepted Answer

You can get an instant quote online and orders can be placed through the website. Otherwise you can live chat or email us for a quote. Placing your order online will save you money as you'll enjoy the online prices.

Question 33

Can you process my order manually?

Accepted Answer

Yes, however you will save money ordering online.

Question 34

Why is ordering on the website cheaper than ordering manually?

Accepted Answer

Custom made orders placed online are automatically processed, making it a streamlined and quicker process than manual processing, which involves additional steps such as CAD drawings, approvals and revisions before production.

Question 35

What forms of payments are accepted?

Accepted Answer

All major debit and credit cards are accepted, including Visa, Mastercard and Apple Pay.

Question 36

Can I collect my order rather than having it delivered?

Accepted Answer

Our warehouse does not currently offer a collection option. However, delivery is free for all orders over $249, and standard delivery is only $19.

Question 37

Do you deliver?

Accepted Answer

Yes, we deliver across New Zealand using express couriers and NZ Post. Delivery is free for all orders over $249, and standard delivery is only $19.

Question 38

Do you offer international delivery?

Accepted Answer

Yes, international delivery is $79.

Question 39

Do you have a call centre?

Accepted Answer

Because of the detailed nature of covers it is vital we keep measurements, photos and details in writing. Over the telephone we cannot see the items to be covered, which makes finding the best solution less likely. Our customer service team is available every day from 10:00am until 7:30pm, 7 days a week via live chat on the website or via email.

Question 40

What is the lead time for custom made covers?

Accepted Answer

Standard: 4 weeks. Express: 3 weeks. Priority Express: 10-14 days. With the Priority Express lead time option, you'll have your custom-made cover within as little as 10 to 14 days.

Question 41

What is the difference between Express and Priority Express?

Accepted Answer

Priority Express: your custom made cover jumps the production queue and is made immediately, then sent directly to the depot on the fastest courier service available. Express: your cover is made before non-express orders, then couriered to the warehouse and dispatched, arriving within 3 weeks. Delivery is still $19 at checkout for all orders under $99 regardless of the lead time selected.

Question 42

Can I change my delivery address?

Accepted Answer

Address changes are allowed within 24 hours of ordering only. After 24 hours, changes are not possible. An incorrect or incomplete address will incur a $19 redelivery fee. We are not responsible for delays or failed deliveries caused by incorrect or incomplete addresses provided at checkout.

Question 43

Can I cancel my order?

Accepted Answer

Ready made protective covers can be cancelled within 24 hours of placing your online order, with a 5% merchant/admin fee deducted from the refund; once dispatched it cannot be cancelled. Custom made covers (both cushion and protective) can be cancelled within 24 hours of placing your order, with a 5% merchant/admin fee deducted from the refund amount. The optional expert review, draw and consult is not refundable.

Question 44

Do I need to be home to receive delivery?

Accepted Answer

You don't need to be at home to receive delivery — our courier will leave your order in a safe place where possible. If delivery is to an apartment or there is nowhere suitable to leave the order, the courier will leave a card for redelivery or collection from the local collection point.

Question 45

How we ship your order

Accepted Answer

Your cover is made to order and ships directly to you. First, once your cover is finished it's collected and begins its journey to you, though tracking details may not be ready immediately. Within 2-3 business days we'll email your tracking number, though the link may not show movement yet. Once your parcel arrives in New Zealand, your local courier picks it up and tracking begins updating with real movement. Your local courier then completes the final delivery. Most orders arrive within 7-12 days.

Question 46

My order has not arrived yet, what should I do?

Accepted Answer

Check your email including your spam/junk folder for an email from The Cover Company. If you cannot see the tracking details, email us with the name on the order and the order number and we will come back to you as soon as possible.

Question 47

What if you are late delivering my covers?

Accepted Answer

We love getting covers to customers as early as possible. If your order is delayed we will let you know as soon as possible. Should your order be delayed by more than 14 days, upon request via email we will cancel your order and refund your money in full. We cannot and will not refund if the order has already been dispatched to you.

Question 48

Where are you located?

Accepted Answer

Our warehouse is located at 16c Parkhead Place, Rosedale, Auckland 0632. The Cover Company is a 100% online retailer and is not open to the public — the warehouse only permits collection by pre-selected couriers. The online customer service team is available from 10am to 7:30pm.

Question 49

Are your prices inclusive of GST?

Accepted Answer

No, we don't charge GST.

Question 50

Are you a New Zealand company?

Accepted Answer

No, we were founded in Sydney, Australia and are incorporated overseas. However our warehouse is based in Albany, Auckland.

VINKA DONKIN

“So happy with our covers. After being quoted $2300 for this to be done by another company I am pleased to say we are glad we chose The Cover Company. Love the silver grey and glad we went with the piping too. The square cushions are our own.”