Free Shipping on All Orders $200 & Up-In Stock Orders Ship Quickly!

Tracking Your Order

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 & Tracking:

If your order is stock and we then process the charges to your credit card, it will ship between one to five business days from the date of your order, but 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 order, feel free to follow up with us at support@PatioSanctuary.com

Please note:

  • Orders are shipped daily via Fed Ex Ground, UPS Ground, USPS, and sometimes other reputable Freight Companies to the lower 48 states.

  • Shipping is free on all items over $200, however the products that require freight LTL shipping, also known as lift gate, are delivered curbside, NOT to your front door or to the final destination within your home (such as the backyard) If you require extra assistance, such as white-glove service, please let us know and we can make recommendations.

  • Freight shipping costs are included/free with any order going ground to the lower 48 states. HI & AK ship by AIR or SEA at 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 unfortunately are common these days with all the issues with the supply chain and ports. If this is the case with a particular product you ordered from us, we will let you know ASAP and it will be your decision if you want to wait or not. 

Damages

  • Please carefully inspect the packaging of your item when it arrives. If there is any immediately noticeable damage, you must make note of it when signing for delivery. 

       

  • If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts.

  • 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

  • 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.

  • A restocking fee between 15%-20% will also be incurred and varies from supplier to supplier.  Return condition must be in the original packaging/crating from the factory. If the return is not shipped in the original packaging/crating a refund will NOT be given. No exceptions. Refunds are issued only to the original credit card used. Please

  • If your return is because of our error, you will be not responsible for the return shipping costs.

  • As these items are generally expensive to ship, we ask that you please measure to make sure the item you are purchasing will fit in your designated space.

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

  • If you cancel your order prior to shipping AND within 24 hours, you will be issued a refund back to the original credit card used.