Most of what we sell is large, heavy and ships by freight. This page explains exactly how that works, what to do the day your order arrives, and how returns and damage claims are handled — so there are no surprises.
Free shipping to the continental United States on every order.
Non-customized items generally ship within one to three business days.
Open and inspect your order within 48 hours of delivery, even if you are not installing it yet.
Return new, unused, unassembled items in original packaging within 30 days. Custom orders excluded.
The single most important thing on this page: inspect your delivery within 48 hours and write the word "Damaged" on the delivery receipt if anything looks wrong. Damage reported after 5 business days cannot be refunded or credited, because of the carriers' claims deadlines.
BetterPatio and its parent company, Better Brands, abide by all federal, state and local tax rules and regulations. Sales tax is currently charged on orders delivered to California and Florida. Orders delivered to any other state are not charged sales tax. Tax is calculated and shown at checkout before you pay.
If you are eligible for tax-exempt status on a business, school or government purchase, contact us before ordering and we will confirm eligibility and set it up.
You get a confirmation email as soon as the order is in our system and payment is processed.
We contact the supplier to confirm availability. Over 90% of our active products are tied to supplier inventory systems, so in-stock usually means ready to ship.
Non-customized items generally ship in one to three business days. Freight orders need another one to two days for tracking to populate.
Freight carriers call ahead to schedule. Parcel orders arrive without an appointment.
If an item is on backorder or unavailable, we contact you at the email address on the order, usually within one to two business days of purchase.
Not sure about your address? Call 866-412-1555 or send us a message before you order.
Freight shipping is used for larger orders. The standard method is curbside delivery, used on all freight shipments unless other arrangements are made.
Once a shipment is with the carrier we cannot change the delivery address, guarantee a specific day, or do more than approximate the delivery window based on what the carrier tells us. If an item is returned because the address was wrong, or because you could not accept it, you are responsible for shipping both ways and the order is treated as a return under the policy below.
Curbside is the industry standard, but a BBQ island on your curb is still a BBQ island on your curb. For outdoor kitchens, fireplaces, fire pits and furniture we offer an upgraded last-mile service.
You pick the date and time window. A two to four person team delivers with a lift-gate box truck, uncrates and unboxes, places appliances and components where you want them, and removes all pallets and packaging.
Everything above, plus assembly of your outdoor kitchen. Currently available on BetterPatio Mountain Series and Designer Series kitchens.
Every delivery is different. Estimates typically range from $800 to $1,600 depending on destination, size, weight and access.
Freight damage is uncommon, but it happens. What protects you is inspecting immediately and documenting it.
Defects are rare, but here is how a claim works:
Start a claim by calling 866-412-1555 or sending us a message with your order number.
There are no returns or cancellations on custom or made-to-order items. This includes, but is not limited to, prefabricated BBQ islands, custom outdoor kitchens, prefabricated outdoor fireplaces, Chicago Brick Oven pizza ovens, outdoor televisions and customized cushions. If a custom item arrives damaged, note it on the delivery receipt and follow the damage policy above — we will work with you to assess the damage and file any claims needed.
It is the method used on all our freight shipments unless other arrangements are made. The driver is only obligated to deliver to the curb at the end of your driveway. Moving it from there is your responsibility.
It works well if you have help or equipment to move the item. Many of our deliveries exceed normal weights and sizes, so if you do not have a way to lift heavy objects off your curb, Preferred Delivery is usually the better call.
Curbside is typically the only option other retailers provide. Preferred Delivery is how we go further than that.
The team cannot perform gas or plumbing installation, electrical wiring, or anything requiring power tools. Leveling and grouting are not included. It does not cover forklifts, cranes or power jacks, stairs or steep inclines, gate or fence removal, or unpacking and setup of accessories.
After your purchase we email you a short questionnaire about your delivery. We send your answers to our delivery partners for estimates. Once you approve, we ship and the delivery team calls to schedule. All customers sign a waiver confirming the questionnaire was answered accurately. If information is inaccurate or omitted, or if the delivery team judges the pathway blocked or unsafe, they will place the order as close to the destination as possible, the delivery is considered complete, and any further moving is at your expense.
We ship free to a freight forwarding port or airport within the continental US. Shipping beyond that point is arranged and paid for by you.
Send us your order number and the issue and we will come back to you, usually within four business hours.
