The health & well-being of our customers and employees continues to come first.
- Provided Employee PPE (Personal Protective Equipment)
- Increased sanitation of common areas and surfaces
- Established Social Distancing
- Daily fever checks
As we work to best serve our communities, you may experience longer than normal wait times reaching Customer Service. We appreciate your business, patience and understanding during this global crisis.
When will my order ship?
Will my shipment be delayed?
We are working hard to deliver your order in a timely manner. Due to increased safety measures we are taking, orders may take longer than our standard shipping times.
14 to 21 days (not including holiday days), then the order is completed and will be shipped. A delivery tracking number will be emailed and/or texted to you upon completion of the order processing.
Quick Ship Cushions: 14 days
Made To Order Cushions: 21 days
Frames 14 – 21 days
Depending on where you live (not including Sundays and Holidays). (longer than normal)
Midwest: 3-4 days
West Coast: 5-7 days
East Coast 5-10 days
South: 4-6 days
Customer agrees not to hold PatioHQ responsible for delays caused by vendors, manufacturer, or carriers. Custom, specialty, made-to-order, and back order items can be delayed four (4) weeks or more due to demand. We are dedicated to delivering your order before the estimated delivery time expires, but we cannot always control third party’s or the foresee-ability of certain delays. Delays are not a right for cancellation or return and are subject to our return policies.
Our Standard Shipping is typically the fastest delivery method and is only delivered to your curbside. The customer is responsible for transporting the items from the curbside and any necessary assembly inside your home.
Standard Delivery and damage inspection (UPS/Fed Ex Ground)
After your shipment arrives, you have 24 hours to contact us to report any damage.
Freight Delivery and damage inspection (Common Carrier)
It is important that any common carrier shipment with visible damage to the packaging be refused for delivery, or alternatively that the damage is noted with the carrier at the time of delivery. Please note, if you authorize the freight company to leave freight without a signature, we cannot be held responsible held for any damages or missing pieces. Leaving a note is the same as signing for your products in good condition. Please contact support@patoHQ.com within 24-hours of receipt to report any product damage.
Please note that some items sold by PatioHQ are specialty, and hand-made, one of a kind products. Some products may have imperfections such as knots in wood, rough surfaces, color variation, natural stone imperfection or other materials, variations in wicker weaving, minor cracks, repairs, or blemishes that are not considered defects, but are part of the hand-made nature of the product. These imperfections are not considered manufacturers defects and determining the difference between a defect and an “expected imperfection” will be determined solely by PatioHQ staff. If you do not like the imperfections present on the particular piece(s) you receive and would like a replacement in order to attempt to receive a product more to your personal liking, exchanges can be made. The customer will be responsible for return shipping costs as well as the cost of shipping the new item.
Shipment is delivered to your door front on the ground level. You will receive a tracking notice so you could try contacting the carrier to workout other delivery arrangements such as white glove.