We understand you’re busy trying to find the perfect outdoor furniture to complete your backyard design, and you don’t want to waste too much time digging around for answers to all your questions. So, we’ve decided to help you in your search with our list of useful FAQs! Learn all about modern patio furniture and equip yourself with the knowledge necessary to make the best decision.

If you don’t see a question answered below, please goto our online support desk and checkout the knowledge base or create a support ticket and a PatioHQ representative will contact you shortly.

CLICK HERE FOR KNOWLEDGE BASE – SUPPORT TICKET

ORDERS, DELIVERY AND RETURNS

How will my order ship?

Most orders will ship via LTL Common Carrier.  A smaller package may be shipped with UPS or Fed Ex Ground.

When will my furniture arrive?

Most orders will arrive within 14 days.

What are the shipping charges?

Shipping charges are included in our pricing, unless otherwise noted.

Do you deliver inside my home or apartment door on a floor other than ground level?

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.

Do you offer any discounts?

We think you will find the everyday prices on our website to be very competitive for high quality outdoor furniture and made in the USA cushions.  We hear all the time that our prices are too good to be true, what’s the catch? There’s no catch, we don’t spend millions of dollars on marketing and we are online only which alleviates overhead costs. We do offer a 20% discount code if you signup for our PHQ membership and on occasion we offer general percentage off discount coupons.

What is your cancellation policy?

Made to order cushions cannot be cancelled after the order is placed.

Prior to shipping, any order without made to order cushions can be cancelled

After an order is shipped the order can be cancelled, but will be subject to a 20% restocking fee.  Customer should refuse to accept delivery of freight if order is cancelled after shipping, our regular return protocol will be followed and a refund will be issued, less the restocking fee, once the items are received by our warehouse. 

What if my shipment is damaged on arrival?

If packaging damage is noted at the time of delivery, it is best for you to refuse delivery from the carrier, noting there is damage.  Once the shipment is refused, please contact us at support@patioHQ.com with your name, address and order number to let us know that the shipment was received with damage and the shipment was refused.  We can then process a replacement shipment.

If damage is noted after the shipment has been accepted please notify PatioHQ via email at support@patioHQ.com within 24 hours of receipt or there will be a 20% processing fee to do an exchange.  In your email please include your name, address, order number and a photo with a written description of the damaged item as well as a photo and description of any damage to the packaging, if applicable.  Photography and a written description of the damage will help us better understand the issue and the best way to resolve.

PAYMENTS

When is my credit card charged?

Your credit card will be charged at the time the order is placed.  Since most orders include made to order cushions we require payment prior to shipping.

What credit cards do you accept?

We accept Visa, MasterCard, American Express and Discover card.

How do you charge for tax?

Sales tax will be calculated once the shipping address has been entered.  Orders shipped to California and Illinois will include sales tax.

PRODUCTS AND WARRANTY

What is “resin wicker”?

Wicker means woven, when someone asks ‘is it real wicker?’ they are likely referring to the woven natural rattan wicker from their grandmother’s front porch, but “real” wicker is anything woven.

Resin for our outdoor wicker is a synthetic material that combines natural fibers High Density Polyethylene (HDPE) resins that are more environmentally-friendly than traditional PVC, nylon, and latex materials. Resin wicker is built to last longer, too, and is even more durable than organic rattan wicker.

How durable is resin wicker furniture?

Due to its very nature, resin wicker requires very little maintenance. We have engineered out HDPE resin to withstand four times the industry standard for fading or structural failures making it best in class.  Resin wicker is also very strong because the material has a very high tensile strength; it doesn’t fray the way rattan wicker does, but it is still very taut over an aluminum frame.

Can I leave my patio furniture out in the rain?

Yes! Because HDPE resin is mostly synthetic material, it is completely waterproof. Additionally, the skeleton of every piece of our furniture is made from lightweight and rust-resistant aluminum. Aluminum oxidizes in a manner different from steel; the oxidation will not drastically affect the appearance nor the integrity of the framework. While classic steel frames are very prone to rust, our aluminum frames can be exposed to the weather as much as you like and with just basic maintenance they will last a lifetime.

How do I care for Sunbrella® fabric?

All Sunbrella fabrics are engineered to combine the highest level of design and performance.  For easy day-to-day maintenance of your Sunbrella fabric:

  1. Brush off loose dirt.
  2. Spray on a cleaning solution of water and mild soap.
  3. Use a soft bristle brush to clean.
  4. Allow cleaning solution to soak into the fabric.
  5. Rinse thoroughly until all soap residue is remove.
  6. Air dry.

How do I remove stains from Sunbrella fabric?

The Sunbrella website offers specific detail on stain removal in many categories.  Visit their website at https://www.sunbrella.com/en-us/how-to-clean  for specific details.

What is the warranty?

One year on frames

No warranty on cushions.

What if I have other questions about your products?

Please use our live chat feature or email us at sales@patioHQ.com, we will be happy to answer any questions you have about our outdoor products.

ONLINE SHOPPING/DISCOUNTS/PROMOS

Do I need to create an account to shop online?

You do not need an account to browse the website, but with a purchase you will need to set up an account with basic contact information so we can have a record of your order and purchase history.  If you wish to opt out of email marketing communication associated with your account, that is an option, but we retain the right to email you with any important information about your order.

Do I need to signin to purchase a product?

When you make a purchase with PatioHQ you will need to set up an account with basic contact information so we can have a record of your order and purchase history.  If you wish to opt out of email marketing communication associated with your account, that is an option, but we retain the right to email you with any important information about your order.

Promo Codes and Coupons Exclusions

Promotional offers exclude the following (unless otherwise indicated): Outlet and sale items, gift cards, gift certificates, taxes and postage and handling charges. This offer is not valid with other promotional offers, on previous purchases or replacement orders.

Black Friday/Cyber Monday

Deals are for everything on the website except sale items which will be displayed on the website and in promo emails. Black Friday deals expire the Friday after Thanksgiving at 11:59pm CST. Cyber Monday deals start Sunday evening around 5pm and expire that Monday at 11:59pm CST. Pickup discount is 5% for Black Friday and Cyber Monday sales. No other coupons or discounts are offered or allowed to be combined, including abandoned cart discounts.

**Account Credit – Survey Promo

  • Offer limited to customers only.
  • Offer limited to one per customer and account.
  • The maximum benefit you may receive from this offer is $100 off products sold by PatioHQ.com.
  • You will receive an e-mail from PatioHQ that indicates the dollar amount of the promotional credit and a coupon code for the dollar amount of the credit. Be sure to use that code in order to apply the credit.
  • Promotional credit expires at 11:59 p.m. (PT) August 31st, 2019. Subject to adjustment and change.
  • Any unused credit will expire as worthless on the date of expiration. No actual cash value.
  • Credit is good for only one transaction and if not completely used on that transaction, then what’s left expires immediately.
  • PatioHQ reserves the right to modify or cancel the offer at any time.
  • Offer is non-transferable and may not be resold.
  • Images and content become the property of PatioHQ and cannot be retracted once posted to the website.
  • If any of the products or content related to this offer are returned, there is no cash refund on the credit, your refund will equal the amount you paid for the product or content, subject to applicable refund policies.
  • If you violate any of these terms, the offer will be invalid.