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- Privacy Policy
- Shipping Policy
- Return Policy
© 2025 PatioHQ. All Rights Reserved.
Privacy policy
Overview
At PatioHQ, we value your privacy. This policy is designed to inform you how we collect, use, and protect your Personally Identifiable Information (PII)—information that can be used alone or with other data to identify or contact an individual. To understand how we handle your information when you use our website or services, please review this policy.
This privacy notice applies solely to information collected by patiohq.com. It covers the following:
- What personally identifiable information is collected from you through the website, how it is used and with whom it may be shared.
- What choices are available to you regarding the use of your data.
- Security procedures are in place to protect against the misuse of your information.
- How you can correct, update or delete the information.
By using our website, you acknowledge receipt and review of this privacy policy, and your consent to it. If any changes are made to the privacy policy, you should return here to read the most up-to-date privacy policy.
Information Collection, Use and Sharing
We are the sole owners of the information collected on this site. We only have access to information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone outside of our corporate family.
PatioHQ will continue to provide high quality and low prices for our customers, to generate the highest customer satisfaction, and to be the supplier of choice for the online PatioHQ market.
We will use your information to respond to you regarding the reason you contacted us. We will not share your information with any third party outside of our organization, except when needed to fulfill your request (e.g., to ship an order).
Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or notify you of changes to this privacy policy.
When you provide your mobile phone number on a form or website of PatioHQ or our corporate family, you are consenting to receive SMS or WhatsApp messages, automated calls, and IVR that enable us to share important updates about your orders, promptly address your queries, and provide crucial service-related information. If we collect your mobile phone number, we may use the mobile phone number to send SMS or WhatsApp messages to you. You may opt out of SMS and WhatsApp messages by following the instructions below under the heading, “Opt Out Instructions.”
Further, your personal information is an important part of our business, and we are not in the business of selling it to others. We share your personal information only to categories of persons that are either subject to this Privacy Policy or follow practices at least as protective as those described in this Privacy Policy.
When We Collect Information
We collect information from you through various interactions on our website to better serve your needs and enhance your experience. This includes when you register or create an account, place an order, subscribe to our newsletter, or fill out a form or inquiry. We also gather information when you engage with our customer support team via Live Chat or by opening a support ticket. Additionally, any feedback or reviews you provide on our products and services help us improve and tailor our offerings. All data collected is handled securely and used solely to support your customer experience and preferences.
How We Use Your Information
We use the personal information you provide to deliver a seamless, personalized experience across our website and services. This information allows us to tailor content, recommendations, and product offerings to match your preferences and interests, creating a more relevant and engaging experience. Additionally, we use your data to continuously improve our website’s functionality and overall user experience, ensuring smooth navigation and optimal performance.
When you contact our customer support team, your information helps us respond promptly and more effectively to your inquiries or service needs. We may also use your details to administer promotional campaigns, contests, surveys, or other special site features designed to enhance your interaction with our brand. For secure and efficient service, we rely on your information to process transactions accurately.
Periodically, we may reach out to request your reviews or feedback, which helps us improve our products and services. Furthermore, your contact information enables us to follow up after conversations via live chat, email, or phone, ensuring all concerns are addressed and that you feel supported throughout your customer journey. All personal data is handled with care and used solely to improve your overall experience with our site and services.
How We Protect Your Information
We are fully committed to safeguarding your personal information and have implemented multiple layers of protection to ensure its security. To defend against potential threats, we conduct regular security scans to identify and address known vulnerabilities. Our systems are continuously monitored for malware to maintain a safe browsing environment.
All personal information is stored behind secure networks and is accessible only to authorized personnel who are required to keep the data confidential. To protect sensitive and payment-related information, we use Secure Socket Layer (SSL) technology, which encrypts data during transmission. Additionally, we process all transactions through a certified and trusted payment gateway provider.
This means no payment information is stored or processed directly on our servers, significantly reducing risk and enhancing the safety of your financial data. These proactive measures reflect our ongoing commitment to maintaining the privacy, integrity, and security of your personal information while interacting with our website.
Data Retention
We retain your personal information for as long as your account remains active, to provide you with our services. We may also retain your information to meet legal obligations, resolve disputes, and enforce our agreements.
If you wish to deactivate your account or request that we no longer use your information to provide services, please contact us at info@patiohq.com. We will review and respond to your request within 30 days.
Even after your request, certain information may be retained as necessary to comply with legal requirements or to fulfill our legitimate business needs.
Do We Use Cookies?
Yes. Cookies are small data files that a website or its service provider stores on your device through your web browser (with your permission). These cookies allow the site to recognize your browser and remember certain information to enhance your browsing experience.
We use cookies for the following purposes:
- To remember and process items in your shopping cart.
- To store your preferences for future visits.
- To manage and track advertisements.
- To analyze site traffic and user interactions, enabling us to improve our website and the services we provide.
We may also work with trusted third-party services that use cookies to collect this information on our behalf.
You have control over your cookie settings. You can choose to receive alerts each time a cookie is sent, or disable cookies entirely through your browser settings. Please refer to your browser’s Help Section for guidance on managing cookies. Note that disabling cookies may impact the functionality and performance of certain features on our site.
What Happens If You Disable Cookies?
If you choose to disable cookies in your browser, some features of our website may not function as intended. This may result in less efficient or limited user experience, as certain functionalities rely on cookie data to operate properly.
Third-Party Disclosure
We do not sell, trade, or otherwise share your Personally Identifiable Information with outside parties without prior notice. This excludes trusted partners who support our website operations, business functions, or user services—provided they agree to maintain the confidentiality of your information.
We may also disclose information when required by law, to enforce our site policies, or to protect our rights, property, or the safety of others.
Non-personally identifiable information may be shared with third parties for marketing, advertising, or other analytical purposes.
Third-Party Links and Services
At our discretion, we may include links to third-party products or services on our website. These external sites operate under their own privacy policies, which we do not control. As such, we are not responsible for the content, privacy practices, or activities of these third-party sites. However, we remain committed to protecting the integrity of our platform and welcome your feedback regarding any linked content.
Stripe
We partner with Stripe to facilitate payments, perform analytics, and support various business functions. Stripe may collect personal information through cookies or similar technologies. This information may include transactional data and device identifiers used to connect to its services. Stripe uses this data to enhance its services, including fraud prevention, loss mitigation, user authentication, and performance analysis. For more details, please refer to Stripe’s privacy policy: https://stripe.com/privacy.
We utilize Google AdSense to display advertisements on our website. Google, as a third-party vendor, uses cookies to serve relevant ads based on users’ previous interactions with our site and others across the internet.
Google’s use of the DART cookie enables it to personalize ad experiences by analyzing browsing behavior. You can opt out of the use of the DART cookie by visiting the Google Ad and Content Network privacy policy.
Google’s advertising practices adhere to its Advertising Principles, which are designed to ensure a safe and user-friendly advertising experience.
Advertising & Analytics
We have implemented the following Google services on our website:
- Google Display Network Impression Reporting
- Demographics and Interests Reporting
- DoubleClick Platform Integration
Together with third-party vendors like Google, we use both first-party cookies (e.g., Google Analytics) and third-party cookies (e.g., DoubleClick) to gather insights on user interactions with our ads and website content. This helps us improve user experience, content relevance, and ad performance.
Opting Out
You can manage how Google advertises to you through the Google Ad Settings. Alternatively, you can opt out via the Network Advertising Initiative Opt-Out Page or by installing the Google Analytics Opt-Out Browser Add-on.
California Online Privacy Protection Act (CalOPPA)
CalOPPA requires any commercial website or online service that collects Personally Identifiable Information (PII) from California residents to display a clear and accessible privacy policy. This law applies not only to businesses based in California but to any organization that serves California users.
To learn more, visit CalOPPA Information..
CalOPPA Compliance
In accordance with the California Online Privacy Protection Act (CalOPPA), we commit to the following:
- Users can access our website anonymously.
- Our Privacy Policy link is available on our homepage or the first significant page after entering our site.
- The link includes the word "Privacy" and is easy to locate.
- We will notify users of any changes to this Privacy Policy on this page.
- Users can update their personal information by:
- Emailing us
- Logging into their account
- Using our live chat or submitting a support ticket
Do Not Track (DNT) Signals
We honor Do Not Track signals. When DNT is enabled in your browser, we do not track, plant cookies, or use advertising technologies.
Third-Party Tracking
We do not allow third-party behavioral tracking on our site.
Children’s Privacy (COPPA)
We comply with the Children’s Online Privacy Protection Act (COPPA). Our website and services are not intended for children under the age of 13, and we do not knowingly collect personal information from anyone in this age group. If we become aware that we have unintentionally collected such information, we will take immediate steps to delete it.
Third-Party Collection of Children's Data
We do not permit third parties, including ad networks or plug-ins, to collect Personally Identifiable Information (PII) from children under the age of 13.
Fair Information Practices
The Fair Information Practice Principles are foundational to U.S. privacy law and have influenced global data protection regulations. To align with these principles, we commit to the following in the event of a data breach:
- Email Notification: Within 7 business days
- On-Site Notification: Within 7 business days
We also uphold the Individual Redress Principle, which ensures individuals can seek legal recourse against data processors who fail to comply with data protection laws. This includes the right to pursue enforcement through courts or regulatory agencies.
CAN-SPAM Act Compliance
We comply with the CAN-SPAM Act, which governs commercial email communications. We collect your email address to:
- Send information and respond to inquiries
- Process orders and provide related updates
- Share additional product or service-related information
- Market to our mailing list or follow up after a transaction
You can opt out of future emails by following the unsubscribe link included in our communications.
CAN-SPAM Compliance
In accordance with the CAN-SPAM Act, we commit to the following practices:
- We do not use false or misleading subject lines or email addresses.
- We clearly identify messages as advertisements when applicable.
- We include the physical address of our business or headquarters.
- We monitor third-party email marketing services for compliance, if used.
- We promptly honor all opt-out and unsubscribe requests.
- We provide a clear unsubscribe link at the bottom of each email.
Unsubscribing
If you wish to stop receiving future emails, you can:
- Follow the unsubscribe instructions at the bottom of any email
- Contact us directly at support@patiohq.com
We will promptly remove you from all future communications.
Contact Us
If you have any questions about this Privacy Policy, you can reach us at:
Shipping policy
We offer free shipping on orders above $499 with standard curbside delivery. However, certain products may not be eligible for free shipping.
Shipping price is based on the weight of the selected product and the chosen shipping method..
Processing Time
We typically begin manufacturing your products within 48 hours of receiving your order. However, finishing and detailing may take additional time. Once processing is complete, we’ll notify you of your order status via email or text.
Delivery Time
- Midwest: 1-3 business days
- West Coast: 3-7 business days
- East Coast 3-10 business days
- South: 3-5 business days
Order Delays
PatioHQ is not responsible for delays caused by vendors, manufacturers, or carriers. Custom, made-to-order, and back-ordered items may experience a delay of four weeks or more due to high demand. While we strive to deliver orders on time, some delays are beyond our control. Delays do not qualify for cancellations or returns and are subject to our return policy.
Standard Delivery and Damage Inspection
Post delivery, you have 48 hours to report any damage or missing items. Our standard shipping offers the fastest delivery and includes curbside drop-off only. Customers are responsible for moving items inside your home.
Freight Delivery and Damage Inspection
If a shipment arrives with visible packaging damage, decline the delivery or ensure the damage is noted with the carrier at the time of delivery.
If you authorize the freight company to leave your order without a signature, we cannot be held responsible for any damage or missing items. Leaving a note is considered equivalent to signing for the products in good condition.
IIf you accept delivery and later choose to return the item for reasons other than a manufacturing defect or concealed damage, shipping and handling fees are non-refundable. Additionally, a return pick-up fee of $100 or 10% of the order value (whichever is lower, up to a maximum of $250) will apply.
To report any product damage, please contact @patiohq.com within 24 hours of receipt.
Missing a Scheduled Delivery
PatioHQ is not responsible for any additional shipping or storage fees incurred due to the customer being unreachable or unavailable to schedule or receive a delivery using the contact information provided.
If a shipment is returned due to a missed delivery appointment, a 10% restocking fee, return shipping charges, and any applicable storage fees may apply.
Delivery Type
Shipments are delivered to your front door at ground level. Our Standard Shipping is typically the fastest method and includes curbside delivery only. Customers are responsible for transporting items from the curbside and handling any necessary assembly.
For freight shipments, you will need to coordinate delivery arrangements with the carrier. Some carriers may have limited delivery options, so if you require White Glove Service, please let us know before placing your order.
Larger or bulkier orders will be shipped via freight carriers, while smaller packages will be shipped via UPS or FedEx.
Pick Up Policy at Our Distribution Center
To ensure a smooth pick-up experience, please review the following guidelines:
- You will be notified via email and in your PatioHQ account when your order is ready for pick-up.
- Online orders must be paid in full at the time of purchase.
- On your scheduled pick-up day, bring your receipt and proceed to the pickup/loading area.
- Ensure your vehicle is large enough to accommodate your items and that you properly secure and tie down the merchandise.
- Our associates may assist with merchandise loading. However, we reserve the right to refuse assistance if it poses a risk of injury or property damage.
- PatioHQ is not responsible for any damage and/or loss to merchandise or vehicles during loading or transportation.
- Inspect your items for visible defects before leaving. If you discover damage after pick-up, notify us within 24 hours to arrange a service or exchange.
Return Policy
PatioHQ Return/Exchange Policy
All return and replacements requests should be made within 7 days of the order delivery. Also, if there is any issue with your order from our side, we will send a replacement as a priority.
How to Start a Return
Once we receive and inspect the returned item at our warehouse, we will issue a refund for the purchase price minus the restocking fee. We will also refund applicable taxes in line with state and local regulations.
However, we do not refund shipping fees unless the item arrives damaged or defective.
Canceling a Return
Made-to-order cushions cannot be canceled once the order is placed. However, standard cushion orders may be canceled prior to shipping.
Additionally, if an order is canceled after it has been shipped, a 10% restocking fee will apply. In this case, we recommend that customers refuse delivery. Once the items are returned to our warehouse, a refund (excluding the restocking fee) will be issued according to our standard return process.
Refused Deliveries
If you refuse delivery, we won’t refund the shipping charges, and the restocking fee will still apply. You are also responsible for any return shipping costs we incur.
For personalized or non-refundable items, refusing delivery does not entitle you to a refund or credit. If you refuse delivery, you must pay any return fees. Also, we will hold the item until your complete payment for reshipment. However, if we don’t receive the payment within 30 days of the first delivery attempt, we will consider the item forfeited.
Product Returns/Exchanges
- Standard Cushions
You may return or exchange non-custom cushions within 21 days of delivery. We charge a 10% restocking fee for these items. To qualify, ensure products are unused, in resalable condition, and arrive at our warehouse within the return window. You must notify us before initiating a return.
- Custom Cushions and Fabrics
Once you place an order for a custom cushion, we immediately begin production based on your exact specifications. This includes:
- Furniture with cushions
- Items made with Sunbrella fabric
- Replacement cushions
- Throw pillows
- Products with custom sizes or non–quick ship fabrics
We do not allow cancellations, modifications, returns, or refunds for custom items. You must pay in full at the time of purchase.
- General Returns
You may return furniture, fire tables, umbrellas, and other accessories within 21 days of delivery. These items must be unused and in resalable condition. We do apply a 10% restocking fee. However, you must notify us before shipping any return.
- Outlet/Clearance Returns
We do not accept returns or exchanges for outlet or clearance items, as they are discontinued and no longer restocked.
- Products on Sale
You may return sale items according to our standard return policy.
- Customer Responsibility & Expectations
We build each product based on the details you provide. If you're unsure about a fabric’s appearance, we strongly recommend ordering paid samples or smaller size fabric before placing your order. Keep in mind that screen settings may affect how colors and textures appear. Also, fabric samples are non-refundable.
We do our best to meet your expectations, but we are not responsible for dissatisfaction based on subjective preferences such as:
- Color or texture differences due to screen display.
- Comfort level, material feel, or cushion thickness (when built to your provided specs).
- Cushion or pillow design features like tie placements, seams, zippers, or tags.
- Products made to the exact dimensions you submitted, even if they don’t suit your space.
- Measurement errors due to not following PatioHQ’s measuring guides.
- We will rework or replace cushions if the finished dimensions differ by more than two inches from the specifications you provided or those displayed on our website.
Size Tolerances for Cushions
Due to natural material and fabrication variations, minor differences in sizes may occur. We fabricate cushions and pillows by ±1 inch.
Limited Warranty:
- Frame: 5 Years
- Wicker: 3 Years
- Seating: 3 Years
- Suspensions: 2 years
- Cushion Seams: 1 year
- Foam/Filler: 6 months
Outlet products follow our standard policy. However, if discontinued, replacement options may be limited.
Sunbrella Fabric: Covered by a separate 5-year limited warranty for fading, mildew, and weather-related wear. This warranty applies only to the fabric and excludes:
- Improper use or installation
- Cleaning costs
- Labor or shipping fees
To file a Sunbrella claim, submit a sample and proof of purchase.
Repairs/Replacements
Many of our products are handmade or crafted from natural materials. Variations such as knots in wood, rough or uneven surfaces, color differences, natural stone imperfections, wicker weaving irregularities, minor cracks, repairs, or surface blemishes are expected and not considered defects.
We reserve the right to determine whether an issue qualifies as a defect or as a natural characteristic of the product. If you request a replacement based on aesthetic preferences, we allow exchanges only. You are responsible for all shipping costs related to returns and replacements.
Warranty Exclusions
We do not cover:
(a) Normal wear and tear
(b) Damage or defects resulting from accidents, alterations, abuse, misuse, drops, natural disasters, neglect, or lack of proper maintenance
(c) Floor samples (unless structurally defective; cosmetic imperfections such as nicks, dents, scratches, and flaws from daily use or assembly/disassembly are excluded)
(d) Pre-owned products (unless otherwise stated)
(e) Residential products used in commercial or institutional settings
Our liability does not exceed your original purchase price. We do not extend any warranties beyond those stated in this policy.
We must receive warranty claims within one year of the issue arising. To initiate a claim, submit a damaged item support request.
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