Patio Sanctuary's Shipping Policy

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail and/or phone. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment once the payment has been approved by our fraud prevention system.

Order Shipment:

If your order is stock, we then process the charges to your credit card, and it will ship between one to five business days from the date of your order. We strive to have it sent as quickly as possible from the warehouse. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within 2 business days of your item(s) being shipped, feel free to follow up with us at support@PatioSanctuary.com

Please note:

Orders are shipped daily via Fed Ex Ground, UPS Ground, USPS on items that don't require freight. For heavier items that require freight, we use many only reputable Freight Companies that will ship to the lower 48 states
Shipping costs are free with any order $200 and up going ground to the lower 48 states (Items under $200 have a flat rate of $10.99) Heavier items are shipped via LTL Freight (meaning a Lift Gate is required to get the item off the back of the truck) This extra charge is incurred by Patio Sanctuary but please note that the delivery will be curbside, so you will be responsible to get the item to its final destination (backyard for example) If you need white glove assistance to move the item to its final destination, please let us know and we can arrange that for you for an additional charge.
HI & AK ship by AIR or SEA at an additional cost. Please contact us before purchasing if you live outside of the lower 48 states to receive a quote on the additional charge.
We do not offer Cash On Delivery.
A phone number will be required by the freight company so a delivery appointment can be made. Your order won't be delivered until the freight company has spoken to you and set up an appointment. Failure to provide a phone number at the time of order may cause a delay in delivery.
Any incorrect contact information provided at the time of checkout (i.e address, phone number) that causes a delay in delivery, may cause additional storage fees to be accrued prior to delivery and must be paid by the purchaser.

Backorders

Backorders happen with certain brands that have high volume. We strive to constantly update our system on what items are out of stock but sometimes there is some lag time. We will let you know if that is the case with your specific items purchased and if possible give you an ETA of the backordered goods to the warehouse. It is your decision if you'd like to wait or cancel the sale.

Damages

Please carefully inspect the packaging of your item when it arrives. If there is any immediately noticeable damage on the outside packaging/pallet but likely hasn't reached the contents, you must make note of it when signing for delivery.
If the carton arrives with the contents exposed/visible, REFUSE SHIPMENT, sign the carrier's paperwork and write "Carton damaged and refused" on it. Please Notify Patio Sanctuary immediately. We will work with the freight company to have it returned and another unit shipped out ASAP.
On the rare occasion the delivery company damages your item, please write "damaged" when signing the driver's bill and please send photos to support@patiosanctuary.com and we will process an insurance claim on your behalf. Customer service and your satisfaction is of the utmost importance to us so every effort will be made to correct the situation.

Returns/Cancellations

Orders cancelled within 24 hours or prior to item being shipped, will not be charged. If you order has shipped, you (the buyer) will be responsible for actual return shipping charges and the original shipping charge. We happily offer free shipping to our customers, but the majority of our items are heavy and so are very expensive to ship and have to be shipped via freight. We cannot absorb those costs to return to our manufacturer's warehouse.

We allow you to return all new, unused items in their original packaging within 30 days of delivery for a refund MINUS the original AND return shipping costs incurred by Patio Sanctuary.
**Please note***A few brands/manufacturers have a 15-day return window (Elementi, Elementi Plus & Modeno) Return and restocking fees for these brands also apply. Other brands that are custom orders do NOT allow any returns. Please see the RETURNS tab on each product page or email us at info@patiosanctuary.com with any questions.
A restocking fee between 15%-30% will also be incurred and varies from supplier to supplier. We are charged this fee so unfortunately; we have to pass this fee onto you. Return condition must be in unused condition in the original packaging/crating from the factory. If the return is used and/or not shipped in the original packaging/crating a refund will NOT be given. No exceptions.
If your return is because of our error, you will of course not responsible for the shipping costs and we will do everything to make it right and get the correct item to you or issue refund.
As these items are heavy and generally expensive to ship, we ask that you please measure to make sure the item you are purchasing will fit in your designated space and that you have the ability to move the item after curbside delivery to its designated area.
Refunds will only be issued to the original credit card that you used when placing your order. Please allow 7-14 business days after delivery of the returned item to the warehouse for our Customer Service Department to inspect the return and process your refund. If you attempt to return an item without a return authorization (including refusing delivery), past 30 days (some brands have 14 days) or in unacceptable condition, the item will be refused or shipped back to you at your cost; Please remember it can take some time for your bank or credit card company to process and post the refund too.
If you received COMPLIMENTARY BONUS ITEMS with your purchase, you will be refunded the order amount, minus return shipping, minus the bonus item cost.

Patio Sanctuary's Shipping Policy

Order Confirmation:

Order Shipment:

Please note:

Orders are shipped daily via Fed Ex Ground, UPS Ground, USPS on items that don't require freight. For heavier items that require freight, we use many only reputable Freight Companies that will ship to the lower 48 states

HI & AK ship by AIR or SEA at an additional cost. Please contact us before purchasing if you live outside of the lower 48 states to receive a quote on the additional charge.

We do not offer Cash On Delivery.

A phone number will be required by the freight company so a delivery appointment can be made. Your order won't be delivered until the freight company has spoken to you and set up an appointment. Failure to provide a phone number at the time of order may cause a delay in delivery.

Any incorrect contact information provided at the time of checkout (i.e address, phone number) that causes a delay in delivery, may cause additional storage fees to be accrued prior to delivery and must be paid by the purchaser.

Backorders

Damages

Please carefully inspect the packaging of your item when it arrives. If there is any immediately noticeable damage on the outside packaging/pallet but likely hasn't reached the contents, you must make note of it when signing for delivery.

If the carton arrives with the contents exposed/visible, REFUSE SHIPMENT, sign the carrier's paperwork and write "Carton damaged and refused" on it. Please Notify Patio Sanctuary immediately. We will work with the freight company to have it returned and another unit shipped out ASAP.

Returns/Cancellations

We allow you to return all new, unused items in their original packaging within 30 days of delivery for a refund MINUS the original AND return shipping costs incurred by Patio Sanctuary.

If your return is because of our error, you will of course not responsible for the shipping costs and we will do everything to make it right and get the correct item to you or issue refund.

As these items are heavy and generally expensive to ship, we ask that you please measure to make sure the item you are purchasing will fit in your designated space and that you have the ability to move the item after curbside delivery to its designated area.

If you received COMPLIMENTARY BONUS ITEMS with your purchase, you will be refunded the order amount, minus return shipping, minus the bonus item cost.