Shipping & Returns

We're here to make sure your customer experience is exceptional.

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.  

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 two to three business days on non-customized items. 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.

Order Shipment

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 at support@betterpatio.com

All larger shipments are curb-side shipments, unless noted and will ship via freight carrier. 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.

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 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 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.

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.

If your destination is hard-to-reach, or trucks have trouble accessing your driveway, additional delivery fees may apply and/or you will be responsible for making alternate arrangements.

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 and Outdoor Fireplace Delivery Options, click here. 

Our Process:

Your order is picked up from the warehouse. 

We'll send you a Ship Confirmation email to let you know your order is on its way.

2. Your order is shipped to a local delivery terminal. 

A Large Parcel carrier carefully transports your order to a delivery professional in your area.

3. A delivery appointment is scheduled. 

Upon arrival, the local terminal will contact you to schedule a delivery date and appointment window.

4. Your order is delivered. 

Be sure to inspect the shipment upon delivery. If you have any concerns regarding the condition or packaging of your order, simply describe the issue on the delivery receipt provided by the driver and contact us for assistance.

Oversized Delivery

If you see the below options, it means your item may be too large for a traditional lift gate delivery, and alternative shipping options may be necessary to get your item off the freight vehicle: 

- Curbside Delivery (You unload)  If you select this option, it means you will assist in unloading your item. Please arrange help ahead of time for your item to be taken off of the truck and brought to where you need it on your property so the delivery process can be as smooth as possible. Please see our Shipping Page for additional details.  Please email support@betterpatio.com if you need assistance with specs and weight, if not provided on the product page. We would love to assist you.

- Curbside Delivery (We unload) If you select this option, this means Better Patio will be responsible for making sure the freight team has the appropriate equipment to remove the items from the truck safely and securely for curbside delivery. 

- Backyard Delivery (Call 1-866-412-1555 for Quote.)  Every backyard is different, and if you select this option, we will be glad to help you coordinate with our network of local professionals to safely unload and deliver your Island to the proper location. 

Damages

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.

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 1-866-412-1555, 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.

Cancellations & Refunds

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 plus the original shipping costs incurred by betterpatio.com.

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

Custom orders, including Prefabricated BBQ Islands, Prefabricated Outdoor Fireplaces 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. Better Patio will work with you to determine damages and assist in filing any necessary claims to fix the damage.