FAQ

What are your business hours?

Monday–Friday, 8:30 am–4:30 pm PT. We are closed on weekends and major holidays.

Where are you located?

Alion Home is located at 241 S 3rd Ave, Ste 1, La Puente, CA 91746.

When will my order ship?

Processing time depends on the product and whether it is standard or custom-made. Tracking information is sent when your order ships. Custom production timing may vary by item and order details.

Do you offer free shipping?

Yes, standard shipping is free to the lower 48 states unless otherwise noted. Additional shipping charges may apply to Alaska, Hawaii, U.S. territories, and international destinations.

Do you provide tracking?

Yes. Tracking information is provided after the order ships. Please allow time for the carrier to update the tracking record.

Can I cancel or change my order?

Please contact us as soon as possible. Standard orders may be changed or canceled before shipment when possible. Custom orders cannot be changed or canceled once production has started.

Can I return a custom order?

Custom and made-to-order items are final sale unless the item arrives damaged or defective. Please confirm your measurements and specifications before ordering.

How do I request a custom quote?

Please use our Contact Us form and include the product type, material, color, finished dimensions, and any special requirements such as grommet spacing, hems, or rod pockets. You can also review our Custom Order Information page.

How should I measure a custom product?

Measure the finished product size you need, not just the outside dimensions of the supporting frame. Measurement method varies by product. If you are unsure, contact us before ordering.

Why can a knitted HDPE product measure differently when laid flat?

Knitted HDPE can relax after cutting and sewing, so a loose lay-flat measurement may appear smaller than the installed or properly tensioned measurement. Where applicable, measure the product evenly and under appropriate tension rather than relying only on a relaxed lay-flat measurement.

Is HDPE waterproof?

No. HDPE shade fabric is breathable. Air and rainwater pass through the knitted mesh.

Is waterproof polyester breathable?

No. Waterproof PU-coated polyester is a solid fabric. It should be installed with sufficient slope and tension so rainwater can drain instead of collecting in low spots.

Why is water pooling on my waterproof pergola cover or shade sail?

Waterproof fabric does not allow water to pass through. Every frame and installation can create different low spots. Install with sufficient slope for drainage. If water collects, gently lift the fabric from underneath with a smooth, non-sharp object to help the water run off. If needed, small drainage holes may be added at the actual low points after installation.

Are privacy screens completely opaque?

No. Breathable HDPE privacy mesh reduces visibility while allowing airflow. The amount of privacy varies with lighting, viewing angle, distance, and color.

What is the typical grommet spacing?

Spacing varies by product. Many privacy screens and shade panels use grommets approximately every 20–24 inches, but some products use different spacing. Check the product page or contact us if exact placement is important.

Can you make custom grommet spacing?

Yes, custom grommet placement may be available. Please include the exact spacing or layout you need when requesting a quote.

What is a hemmed edge?

A hemmed edge is folded and sewn to reinforce the perimeter before grommets or other attachment points are added.