BetterPatio strives to provide you with an exceptional customer experience.
We understand the importance of outdoor living, and we're committed to providing you with the very best in service.
No Sales Tax Policy
BetterPatio and its parent company, Better Brands, abide 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 reach out in the form below to check eligibility.
Our Fulfillment Process
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.
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.
Backordered Items
If your item is on backorder or unavailable, we will always reach out to the email provided at the time of order, usually within 1 to 2 business days after order.
Shipping Policy + Locations
Please note that we only offer free shipping to shipping locations within the continental United States. There are a few exceptions:
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.
Freight + Parcel Shipping Policy
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.
Freight Delivery
Freight shipping is typically used for orders over a certain size. 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.
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 by the customer prior to 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.
For BBQ Island, Outdoor Fireplace and Oversized Items, see our Preferred Delivery FAQ section below.
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
While rare, damage during freight does occur from time to time. It is up to the customer to inspect the order as soon as it's received. Please inspect the packaging of your item(s) when they arrive:
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 866-412-1555. 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 Order Cancellation Policy
Custom orders and made-to-order items, including but not limited to Prefabricated BBQ Islands, Custom Outdoor Kitchens, 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.
Free curbside delivery is the method used on all our freight shipments unless other arrangements are made. The driver is only obligated to deliver curbside at the end of your driveway. It will be your responsibility to move it from there.
This option is ideal for those who have support or equipment to assist in moving your items to your preferred destination.
While it's entirely possible to move freight shipments without additional assistance, many of our deliveries exceed traditional weights and sizes, and our additional delivery services can provide a seamless experience.
Curbside Delivery is the only delivery option available with other retailers.
If you do not have a way to lift heavy objects from your curb or driveway, you may want to consider BetterPatio's Preferred Delivery options for a stress-free experience.
About BetterPatio Preferred Delivery
BetterPatio has partnered with leading Last Mile Delivery providers to move your outdoor kitchen, BBQ Island, Outdoor Fireplace, Outdoor Fire Pit or furniture to your preferred location (i.e. backyard, pool area).
Ability to select your own delivery dates and times via email.
Opening and inspecting of your order prior to delivery appointment.
A four-hour appointment window
Delivery is performed with a two-to-four person delivery team typically using a 20 to 24 foot box truck with lift gate capability.
Order is uncrated, appliances and components unboxed and appliances placed as needed.
Removal of packing material debris including pallets and boxes
Because each delivery is unique, our estimates are based on a number of factors, including but not limited to the following: location of final destination, size and weight of order, region / location, and making sure your order is delivered safely. Estimates range from $800 to $1,600 depending on these factors.
After your order purchase, we'll send you a series of emails asking about your delivery. Once you complete the 2 minute questionnaire, we'll send the information to our Preferred Delivery partners for estimates.
If you approve, we'll ship your order and Preferred Delivery team will call to schedule your delivery time and date.
Please note that all customers are required to sign a waiver acknowledging the questions have been answered as accurately as possible.
BetterPatio and BetterPatio's Preferred Delivery partners strive to provide reasonable and safe options for delivery of your order. BetterPatio and the Preferred Delivery team will do everything possible to meet and exceed your expectations, however if any of the information provided by the customer is unreliable or inaccurate, or if any pertinent information is omitted in the questionairre, BetterPatio cannot be held liable or responsible.
If the pathway is blocked or inaccessible, or the pathway is deemed unsafe for delivery by the Preferred Delivery team, the delivery team will place the order as close as possible to the desired destination, the delivery will be considered complete, and alternative delivery plans will have to be made at the customer's expense.
The delivery team will not be responsible or equipped to perform gas or plumbing installation, electrical wiring or services requiring the use of power tools.
Leveling or additional grouting is not included.
Preferred Delivery does not include additional equipment including forklifts, cranes or power jacks; stairs or steep inclines, or gate/fence removal.
It also does not include unpacking or setup of accessories.
About BetterPatio Preferred Delivery Plus
With Preferred Delivery Plus, you will receive everything in our Preferred Delivery, but also includes assembly of your outdoor kitchen.
If you have an issue or question, feel free to send a contact form below and we'll be back in touch usually within 4 business hours. Please include your order number and concern in the message.
While Cal Flame purports to have the ‘best warranty in the industry’ be aware that they do not cover labor costs. We have a Cal Flame side burner, 6 months old that was used twice before becoming non functioning. We are now stuck with a minimum of $150.00 in labor just to have someone come out and trouble shoot the issue. The industry standard must be incredibly low. DO NOT PURCHASE!!!!!
Hi Laura, I was not able to locate an order associated with your name, so I want to make sure you're at the right place. Please reach out to us directly at support@betterpatio.com and we'll do everything we can to help get your side burner resolved.
A
Panama Jack Bali Teak 5-Piece Seating Set PJO-3601-NAT-5PC A d.
excellent quality
Purchased for a client and it is well made, sturdy and attractive. Recommend.
