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POLYWOOD Customer Service Staff

What to expect when you reach out to us

Updated 7/9/2020

Trex® Outdoor Furniture™ products are manufactured and sold by Poly-Wood, LLC under a Trademark License Agreement with Trex Company, Inc.


Over the last 3 months, we’ve received an overwhelming increase in product and order inquiries, far beyond what our team was staffed to handle. Our team of 24 customer service experts have been working around the clock in an effort to keep up with this unplanned surge of incoming inquiries. First and foremost, we want to thank them for their selfless work, and recognize them for continuing to put others first, even in the midst of these challenging times.

In order to better serve you, we’ve temporarily closed phone support so that we can focus on clearing our backlog of inquiries. 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 — including phone support — 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 trexfurniture.com: please refer to the estimated ship date shown on our order status page
  • For orders not placed on trexfurniture.com: please work with the Trex Outdoor Furniture authorized retailer that you placed your order with.

3. For all other inquiries: Send us an email at customerservice@trexfurniture.com. You can expect a response to your inquiry within 3 business days.

Additionally, we’ve launched live chat support on trexfurniture.com from 8am - 12pm EDT and 1-5pm EDT, 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 trexfurniture.com/covid.


Customer Service via Email

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

Customer Service via Live Chat

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

Customer Service via Phone

  • We are working to restore phone support