Due to pressures on freight and logistics carriers, some orders are taking 5 to 7 days longer to ship than normal. We appreciate your patience as we all navigate these unique times. If you have a question about why your order has not shipped, feel free to reach out using the chat below.

BetterPatio strives to provide you with an exceptional customer experience.

We understand the importance of your outdoor living, and we're committed to providing you the widest selection of Outdoor Kitchen, Outdoor Patio Furniture, and BBQ Grills and Accessories available.

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 the credit card charge was processed 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. More than 90 percent of our active products are tied to our suppliers inventory control systems, so if we say we have the item in stock, then it's most likely ready for fulfillment and shipment. 

If your item is on backorder or unavailable, we will reach out to you via e-mail or telephone. If your item(s) are available for immediate shipment (as per the shipping time specified on the product page) we will submit the order for shipment. Our items generally ship within one to three business days on non-customized items. If your item is shipping freight, please allow an additional 1 to 2 days for tracking number to populate in the system. 

Please note that we only offer free shipping to shipping locations within the continental United States. For customers outside of the continental United States, we offer free shipping to a freight forwarding port or airport within the geographical continental United States. The customer would be responsible for shipping outside of the continental United States. 

Please note that there may be free shipping exceptions if you live in hard-to-reach areas (ex: Nantucket, Massachusetts). We will reach out to you prior to ship to confirm additional charges. We will not charge a restocking fee if this is the case, as we don't think this is right. If you have specific questions about your hard-to-reach area, feel free to reach out to us via chat, phone or email. 

Shipping Policy

• If your order is in stock and we process the charges to your credit card, it will usually ship within the time frame specified on the product page. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address your provide when checking out. If you do not receive tracking information from us within six business days of your order feel free to follow up with us here or in the chat window below.
• Once a shipment is in the hands of the delivery company, we are not able to change shipping addresses. Additionally, we cannot make a delivery happen on a certain day, and we can only approximate delivery times based on what the delivery company makes available to us. We wish we could have more control over shipments.
• If an item is shipped and returned because it is not deliverable due to an incorrect address, or the customer is unable to accept the item for any reason, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.
• For Preferred Freight Delivery questions, please click here.

Freight Shipping

• Freight shipping is used only when orders are oversized. The standard freight shipping delivery method is typically called Curbside Delivery. Curbside delivery is the method used on all our freight shipments unless other arrangements are made. The shipment will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, we cannot be held responsible for damages that may occur during delivery.
• Your delivery will be made with a full-size Semi-Truck ranging from 20 to 53 feet in length. The truck will not be a box truck like a UPS or FedEx truck. The driver is only obligated to deliver curbside at the end of your driveway.It will be your responsibility to move it from there. In some cases, drivers will deliver up your driveway when possible, but it is up to them to decide. They may help, but are not obligated to assist once the freight is off the truck.If the truck does not have a lift gate, you would be responsible for getting the item off the back of the semi-truck.
• The delivery company should give you a call a day or two ahead of time to schedule and confirm the delivery timeframe. If the customer cannot accept delivery within 5 business days of being notified, storage fees may incur and will be payable prior to delivery.
• Once a shipment is in the hands of the freight company, we are not able to change shipping addresses without additional charges. Additionally, we cannot make a delivery happen on a certain day, and we can only approximate delivery times based on what the delivery company makes available to us. We wish we could have more control over shipments.
• If an item is shipped and returned because it is not deliverable due to an incorrect address, or the customer is unable to accept the item for any reason, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.
• For BBQ Island, Outdoor Fireplace and Oversized Items, and for Preferred Delivery Options, click here. 

No Sales Tax*

• BetterPatio abides by all federal, state and local tax rules and regulations.  
• If your order will be delivered to Tennessee or Florida, you will be obligated to pay sales tax on your purchase. If you are eligible for tax-free status on a business purchase, please contact us to set you up with our Professional Program.  

Defective Products

• Defective products are rare, however do occur from time to time. Feel free to reach out using the chat below to begin the process. Here's typically how it works:
• The defective item must be within the manufacturer's warranty period.
• In order to process a warranty claim, you will need to supply the serial numbers, a description of the issue and any photos to assist with troubleshooting the issue.
• We'll do our best to troubleshoot. If this requires the manufacturer, we'll begin a claim process. The claim process can take anywhere from 2 days to 3 weeks, depending on the manufacturer, and is not a reflection of BetterPatio and our processes. 
• If the manufacturer approves the claim, the warranty process begins and service, and repair will be provided, depending on the manufacturer's warranty. 
• BetterPatio is not responsible for reimbursement of costs associated with the receipt of defective goods, unless the manufacturer's warranty explicitly states dealer responsibility.  
• If you notice external damage and the delivery driver will not allow you inspect the inside of the package or the driver will not let you note “damaged” on the delivery receipt, call us immediately at 1-855-884-8878, EXT: 501. If you are unable to reach us, you should refuse the shipment. If you refuse the shipment, we will still work with you on getting your order in good condition.

Delivery Inspection and Damage Policy

• Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrived damaged, please send photos to support@Betterpatio.com within 24 hours of delivery and we will process an insurance claim on your behalf.
• You must inspect your order within 48 hours to confirm your order is not damaged. If you are not installing your product right away, you will still need to open and inspect for damage. 
• If you notice external damage, please note on the delivery receipt and write the words "Damaged." Please send photos to support@Betterpatio.com within 48 hours of delivery and we will process a claim on your behalf and help address the necessary issues. 
• If you notice external damage and the delivery driver will not allow you inspect the inside of the package or the driver will not let you note “damaged” on the delivery receipt, call us immediately at 1-855-884-8878, EXT: 501. If you are unable to reach us, you should refuse the shipment. If you refuse the shipment, we will still work with you on getting your order in good condition.
• Damage reported within 5 business days of delivery:If you accept the order, report the damage immediately. We will work with you on ordering parts, a discount for AS IS, or allow for a return/refund/replacement.
• Damage reported after 5 business days of delivery: No refunds, free parts, or store credits will be offered or issued. We will be able to send you replacement parts, but BetterPatio will not be held responsible for replacement parts or repairs. This is due to the strict claims process set forth by the carriers.

Cancellations + Returns

• All orders cancelled after 48 hours are subject to a 20% administration fee of the total price of the item(s) whether or not your order has shipped. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges.
• You have 30 days to decide if you wish to return your item. Please contact support via chat, email or phone to discuss return options. The customer will be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order. Products are eligible for return within 30 days of delivery on condition that they are new, unused, unassembled, and resalable items in their original packaging. 

Custom Orders Cancellation Policy

• Custom orders and made-to-order items, including but not limited to Prefabricated BBQ Islands, Prefabricated Outdoor Fireplaces, Chicago Brick Oven Pizza Ovens, Outdoor Televisions and Customized Cushions, are subject to the following conditions:
• There are no returns or cancellations on custom made/made-to-order items
• If the item is received damaged, see the Damages Policy above.
• If your item is damaged, please notate on the Delivery Receipt and refer to the Damages Policy above. BetterPatio will work with you to determine damages and assist in filing any necessary claims to fix the damage.

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