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Home > Shipping and Returns

Shipping


How are items shipped?


We ship your order using the fastest, safest, and most reliable method possible. In order to provide you with an optimal delivery experience, we have developed close relationships with the best delivery companies nationwide, ensuring that each product on our site has been carefully selected to ship by a particular shipping method. We will notify you via email when your order ships. The email will include a tracking number for your shipment. Most companies provide an estimated delivery date. Be sure to contact us if you have concerns regarding the progress of the shipment. We have two methods of shipment available: Small Parcel and Truck Freight.

Small Parcel

Whenever possible we will ship smaller, lighter items via UPS, FEDEX, DHL or USPS. These companies provide the fastest and most reliable method of shipping available for many items we sell. Depending on how close you are to the shipping warehouse (Rochester, Michigan), your item will arrive between 1 and 6 business days (1 to 10 business days for USPS) after it leaves the warehouse. We do not require an adult signature for deliveries, however the decision to leave your package without a signature is left to the discretion of the delivery person. If you'd like an item left at your doorstep, please leave a note on your door asking the driver to leave your package with "No Signature Required." Be sure to include your name and tracking number on the note.

Truck Freight

Several items may be too large or too heavy to ship using a Small Parcel carrier. Therefore, our best option is to ship it to you using a common carrier. Truck freight is different than standard UPS, FedEx or US Mail in that you will be responsible for carrying the product from the truck to wherever it's going. You may also be contacted by the shipping carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 2-4 hours) between 8:00 am and 5:00 pm EST, Monday through Friday. The most important thing to remember about truck freight is that you must inspect the package at the time of delivery. If there is any reason for you to be at all concerned about damage, please write "PRODUCT DAMAGED" clearly on the sheet that they ask you to sign. This simply ensures that if there is any damage, it will be easily taken care of. When ordering a very large item, please keep in mind that you may need assistance unloading it. Most truck freight companies offer additional services to help you move items from their truck. Once we email you the tracking information you can contact the shipper directly to inquire about these services. You would be responsible for directly paying the truck freight carrier for additional services.

How long will it take to get my order?

You can expect to receive in stock items within 3 - 10 days.

Free Shipping?

In order to keep your cost down and our pricing simple, we either provide Free Shipping or we charge a fixed shipping charge per item. This charge, if any, is listed on the shopping cart page and covers ground shipping in the continental U.S. Unless you are shipping an order to Michigan (6% sales tax), your order total will be known before you begin checkout. We won't surprise you with any hidden charges or handling fees. The price you see is the price you pay. We keep it simple-our pricing is straightforward and all-inclusive, which saves you time and energy.

International Shipping

At this time, we only ship orders to destinations in the 50 United States and its official territories. In select cases, we may not be able to ship an order to Hawaii, Alaska, or Puerto Rico.


Returns


How do I return my order?

We are proud to offer one of the best return policies in the online business. You may return your purchase for any reason within 30 days of receipt for an exchange or a refund of the purchase price, excluding our shipping and handling costs. Our products are offered with free shipping, so please be aware that if you return one of these products the actual outbound shipping costs will be deducted from your return refund. A 25% restocking fee will be deducted from your return refund.
Please keep in mind that once an order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our standard return policy, where roundtrip shipping costs will be deducted from your refund. You may return your purchase within 30 days of receipt. Please note: certain items are not returnable. To return an item:

Using our standard return policy:

- Please email sales@patiopreserve.com and include your original order number, what product(s) you are returning, and your name. Or call us at 866.656.8666 We will give you an RMA number and a return address.
- Wrap the package carefully. All returned products must be in original condition and packaging; otherwise, additional charges may be applied.
- Return the product using your preferred shipping method to the address you are provided. This may be our main office or to a distribution center.
- Save your return tracking number, and if possible, email it to us so that we can track the return. It is important that you save the tracking number and that you ensure the return package in case there are any issues during transit. Please Note: unless the return or exchange is due to an error on our part, we cannot refund shipping and handling or gift wrap charges. We will issue a credit to the credit card used for the original purchase.

What if my order arrives damaged?

Our products are well-packaged to withstand damage during shipping. We double-box many items, and refuse to carry products that are easily damaged during shipping. If an item looks damaged or parts are missing, please notify us. We will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you. If your order is shipping by Truck Freight, please note the important instructions below.

If shipped Via Truck Freight

Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.

If you have already accepted the package and find that parts are missing or damaged, please contact us within 5 days and we will ship you the replacement parts free of charge. Speed matters since most carriers only let us file freight claims within 48 hours of delivery. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.

If you decide you do not want parts or a replacement unit, the item can be returned under our standard return policy or Return Protection plan (if you purchased it). If a product arrives damaged, or we made an error, and it cannot be remedied with either a full replacement or replacement parts, we will pay to return the item to us.

If your item is damaged due to a manufacturer's defect, we will either replace the defective part, or if necessary, the entire unit. We stand behind our products and maintain great relationships with the manufacturers who produce them. If you are having an issue, please contact us and we will make every effort to resolve it.

All Patio Preserve products carry a 1-year Warranty on defecting.


Products are for residential use only. 1-year Warranty void if used for commercial use.