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Terms & Conditions

Our Policies

ATTENTION CUSTOMER, PLEASE READ ALL OF THE FOLLOWING
The below information outlines all shipping-related concerns, including: transit times, tracking questions, liability for damages and unforeseen issues, and replacements/returns. By purchasing a product from us, you agree to all of the below policies. It is the customer's responsibility to read them carefully.

Satisfaction Guarantee
In the unlikely event that you are not completely satisfied with your purchase, you are welcome to return the product within 15 days from delivery for a full refund of the product price. Just ship your order back to the manufacturer’s stocking location or if manufacturer returns are not accepted, to another address specified by our staff when requesting your return. The refund will be processed once the return has arrived and been inspected. Non product associated fees or costs such as design services, premium delivery or assembly charges such as “White Glove Delivery”, storage fees, and specialty equipment such as crane fees are not refundable once the service has been rendered. Please note the following stipulations regarding any return so you can be fully refunded:

Return shipments must be insured for the full retail value of the product. In the event of damage or missing items in return shipping, insurance on the shipment is the customer’s only method of reimbursement for the return. In order to ensure a full refund, the product must be returned unused, in new condition, with the original packaging materials intact. Many times the delivery companies will try to take the packing material from your premises, if you want the ability to return the item for any reason you must keep the packaging materials and/or ask them to leave them. All returns must be accompanied by a Return Authorization Code. This can be obtained by calling our customer service department. Any return not accompanied by an authorization code cannot be accepted by our shipping department and no refund will be issued.

Please note if you have small doorways, halls or elevators that some boxes may not fit. Please call for exact dimensions if you are concerned about the use or space the product is intended to fit through or be placed in. Orders that will not fit into a customer’s intended space are not eligible for the Satisfaction Guarantee. Returns will be refunded less all shipping and/or delivery related charges. Please measure carefully.

Orders
On your credit card bill this charge will show up as "LTD Online".

Placing an order with us indicates that you have read and agreed to all of our policies. Please review the order confirmation and check to make sure the order is correct and that no changes are necessary. If you have any concerns, or changes need to be made, please contact us immediately. We will assume the order is accurate unless we hear otherwise within 48 hours of receiving this email. Any fees incurred for order entry mistakes after that time will be the customer's responsibility regardless of who placed the order.

Price Policy
We have the lowest prices guaranteed. Find a lower publicly advertised price of an “In Stock” item by an authorized dealer within 30 days of purchase, and LTD Online will beat it. We reserve the right to cancel orders before the order is processed should we find a pricing error, though we work hard to keep our data accurate online at all times on occasion pricing errors occur and will not be honored.

Stock Order Cancellation
Order cancellations must be requested via e-mail and are considered canceled only when the customer has received a confirmation e-mail from LTD Online confirming the cancellation. There is no charge to cancel an order if confirmed prior to billing. Orders canceled after billing are subject to a six percent (6%) credit card processing fee. Orders canceled once in transit or in the process of being delivered will receive a full refund, less all shipping and delivery fees incurred by Patio Productions.

Orders not placed with a credit card are not subject to the 6% credit card processing fee but may still be subject to a transit fee.

Custom, Specialty, and Made-to-Order Products Cancellation
Custom and made-to-order products must be canceled with forty-eight (48) hours of placing an order or they can no longer be canceled and refunded. Non-regularly stocked items are difficult for LTD Online to resell and are thus produced solely upon request of the customer and cannot be refunded once the cancellation window has passed. Custom and made to order products are billed prior to beginning construction and are built exclusively for the customer.


Shipping
We utilize a variety of shipping methods to safely deliver our various products. Some products specifically require that we send them either common carrier or specialty carrier depending on the packaging or unique requirements of the product. Most orders ship out on wooden pallets for added protection against shipping damage, customer is responsible for disposal of the pallet, other packaging, and any damaged items.

Free Shipping applies to orders of $1000 or more.

Furthermore, "Free Shipping" only applies to completed and delivered orders to the lower 48 US States.

Please also note that Free Shipping does not apply to select items from certain manufacturers. These may include but are not limited to: Castelle, Jensen.

Orders canceled prior to delivery do not qualify for "Free Shipping." See our cancellation policies.

Outside of the lower 48 US States, shipping may not always be possible or may need to be arranged by the customer. However please call us, we will do our best to assist in making arrangements.

Additional shipping fees may be incurred for delivery to isolated areas. Orders shipped with freight carriers are most often delivered in large trucks that may not have the ability to access all residential streets, particularly in rural areas or islands where roads may provide limited accessibility. Though this is very rare, in this case additional charges may apply to complete delivery, or the customer would have the option to pick up their order from the shipping company's terminal closest to the delivery location.

Delivery Estimates
Delivery Estimates vary from product to product and should be taken as merely estimates. You may reach out to customer service at any time for updates on your order. Furthermore, please be advised that we always strive to ship COMPLETE orders - we do not ship items individually in most cases. When estimating the delivery date for your order, please use the Delivery Estimate of the longest-delayed product as your delivery estimate for the entire order.

Delays
Customer agrees not to hold LTD Online responsible for delays caused by vendors, manufacturer, or carriers. Custom, specialty, made-to-order, and back order items can be delayed three (3) weeks or more due to customs and demand. Customers will be notified via e-mail as soon as we foresee a delay, however many items ship third party, and we are not always notified of delays. We are dedicated to delivering your order before the estimated delivery time expires, but we cannot always control third party shippers or the foreseeability of certain delays. Delays are not a right for cancellation or return and are subject to our cancellation and return policies.

Standard Shipping is typically the fastest delivery method and is only delivered to your curbside. The customer is responsible for transporting the items from the curbside and any necessary assembly inside your home. Customer is also responsible for the following steps.


Delivery Instructions

*** ATTENTION: It is the Customer's Responsibility to Note Damage Upon Delivery. Failure to do so means liability for any damage lies solely with the customer. ***

  1. Delivery Appointment: Whenever possible, the trucking company will call you in advance to schedule delivery. Unless the product is sent with no signature required, customer is responsible for scheduling a delivery appointment when the shipping carrier calls (usually 2-3 days in advance) at a time when you can be home to sign for the items within the carrier’s business hours. Fees resulting from re-delivery will be the sole responsibility of the customer, so please do not miss your scheduled delivery appointment. Redelivery can take up to a week, depending on your location.
  2. Product inspection: Upon delivery, please be sure to note on your Bill of Lading ALL damages to packaging, and to the best of your ability, inspect the contents of the boxes as well. Any damage to the product that is not noted on the bill of lading will be the responsibility of the customer if the damages are transit-related. The delivery driver will allow you a limited window in which you may inspect your items if you notice any tears, holes, breakages, or apparent damage to the packaging. The length of this window varies depending on the Carrier and the driver, but generally, 10 minutes is considered standard. To prepare for the inspection, please have scissors (for the safety of your items and yourself please do not use a razor blade), a hammer or prybar, and a phone or camera ready to inspect. Proper notation of damages to your items on the Bill of Lading is the only way for us to resolve transit-related issues and issue you a refund or replacement.
  • Upon signing the release form or bill of lading (BOL/POD) Proof of Delivery, you are accepting responsibility for any damage found after the fact.
  • When a delivery item is signed for and no damage is notated, you are indicating that you accept the product “as is” and there will be no damage claims filed nor requests for repairs or replacements.
  • If damage is discovered, You MUST describe the damage by writing on the POD and have the driver acknowledge this with their personal initials and signature. You MUST retain your copy of the POD with driver signature.
  • In the event that damage is discovered, report and return ONLY the portions of the shipment that were delivered in a damaged state and noted on the POD/BOL.
  • If the delivery confirmation is made with an electronic signature rather than a paper receipt, be sure that before you sign, you have inspected the items and any damages or shortages have been notated into the electronic device (or written on a piece of paper). All documentation must be in writing; verbal confirmation with the delivery driver is insufficient for noting damage and therefore filing a claim.

Reporting Damage
Unless the entire item is completely destroyed, please do not refuse shipment. If you have any questions regarding what to do, please call us before you sign for or refuse any package. Typically our outdoor furniture can be fixed fastest when the items are left at the customer's home rather than back in the carrier's hands who caused the damage in the first place. In most cases a part can be replaced, or in circumstances when it is required to replace the entire item, we often allow the customer to use the damaged item until a replacement arrives. Please do not refuse an item unless completely destroyed.

Submitting a Claim
To report damage, use our comprehensive claim form or send us an e-mail with a description of the damage and pictures. Please include your order ID number or last name on the order. Damage must be reported within three (3) days of receiving delivery. Waiting to file a claim outside of this timeframe makes us unable to advocate on your behalf to the shipper or supplier of your order.


Custom Cushion Terms and Conditions

Custom Cushion, Upholstery and Drapery Terms and Conditions. PLEASE READ THE FOLLOWING CAREFULLY BEFORE PLACING YOUR ORDER. In addition to the below terms specific to Custom Cushion, Upholstery and Drapery our General Terms and Conditions also apply.

Return Policy

Your product is custom-made exclusively for you, therefore, Patio Productions does not accept returns of Custom Cushion, Upholstery and Drapery.

Customer Responsibilities

The customer is solely responsible for selecting the fabric used on your cushions. While we work hard to portray fabrics as accurately online, monitors vary greatly. Please order fabric samples before ordering cushions if you are unsure.

The Customers must be 100% certain that the dimensions provided are accurate and that you are able to measure per our instructions. No returns will be accepted for incorrect dimensions given by customers. Paper templates may be required for some shapes and some shapes may not be possible.

When matching an existing cushion rather than making cushions to specified dimensions, we require two samples of each unique type of cushion in order to compare the cushions we make to the original. (If there is only one cushion available, it will only be possible to have one sample) Some cushions that appear alike may not be exactly alike. If samples, measurement, and/or counts of each cushion type are provided by the customer, any errors or unnoticed differences in cushion sizes or details are the responsibility of the customer.

Patio Productions is not responsible for customer preferences regarding placement of fabric ties, seams, zippers, or law tags. We follow standard procedures in our shop unless agreed upon in advance of production and pricing. Ask for details of standard procedures prior to ordering if you have any concerns or questions.

Customers are responsible for all costs and delays associated with correcting mistakes caused by incorrect ordering.

Patio Productions is not responsible for comfort preference returns for any reason.

Patio Productions is not responsible for templates sent to us for use as custom cushion patterns. Unless arranged in advance, these will not be returned.

Patio Productions Responsibilities

Patio Productions is responsible for using the fabric(s) the customer has selected or provided.

Patio Productions is responsible for creating a finished product within the following tolerances for a given product.

  • Cushions with Foam Cores - Within .75 or ¾ of an inch (width, depth, thickness) provided by the customer
  • Cushions with loose fill – The skin will be within .75 or ¾ of an inch (width, depth, thickness) provided by the customer however the finished dimension with fill can vary beyond that due to variance in stuffing.
  • Drapes or Curtains - Within one inch (1") of the dimensions (length) provided by the customer

Patio Productions is responsible for the costs of correcting mistakes if we fail to follow the specifications on the order only if the customer notifies Patio Productions within 1 week of receiving the items. We reserve the right to rework any items to correct our mistakes. The customer must make the incorrect items available for a pickup by a ground carrier including packaging the items as they were received for transit back to our shop for rework. The items will not have been used in any way and will arrive back in same condition as when they were shipped. This means no stains, pet hair, cigarette, or other odors, etc.

If a customer follows procedure to return an item but upon inspection Patio Productions discovers that the items are correct based on the customer's order details, the customer will be responsible for any costs Patio Productions incurs to return the cushion to the customer.

Order Changes and Cancellations

Order changes or cancellations must be requested via e-mail within 24 hours unless the customer agrees to pay any change or order related fees. Order changes and cancellations are considered canceled or made only when the customer has received a confirmation e-mail from LTD Online confirming the cancellation. There is no charge to cancel an order if confirmed prior to billing. Orders canceled after billing are subject to a six percent (6%) credit card processing fee. Orders canceled after fabric has been ordered will receive a full refund, less costs of fabric and all shipping fees incurred by Patio Productions/LTD Online.

Orders not placed with a credit card are not subject to the 6% credit card processing fee but may still be subject to a transit fee and/or fabric costs.


Repair or Replacement Guarantee
By accepting damaged merchandise you are in no way accepting responsibility for the damage as long as you clearly follow the steps for delivery above (see Product Inspection). It is the responsibility of LTD Online to replace or fix damaged or defective items at no cost to you when damage has been noted properly. We take your satisfaction seriously and will immediately take action to fix or replace damaged items.

Please note that some items sold by LTD Online are specialty, and hand-made, one of a kind products. Some may have imperfections such as knots in wood, rough surfaces, color variation, natural stone imperfection or other materials, variations in wicker weaving, minor cracks, repairs, or blemishes that are not considered defects, but are part of the hand-made nature of the product. These imperfections are not considered manufacturers defects and determining the difference between a defect and an "expected imperfection" will be determined solely by LTD Online staff. If you do not like the imperfections present on the particular piece(s) you receive and would like a replacement in order to attempt to receive a product more to your personal liking, exchanges can be made. The customer will be responsible for return shipping costs as well as the cost of shipping the new item. Returns will be subject to the policies above.


Additional Fees
If customer needs to have a shipment delayed, LTD Online needs to be notified IN WRITING within twenty-four (24) hours of placing the order. If the customer notifies LTD Online after twenty-four (24) hours, and the item has shipped, the customer is responsible for any additional shipping charges that incur, including but not limited to storage fees, holding penalties, and redelivery fees. Items held in our facility beyond 30 days from the initial call to schedule delivery will be charged a 3% per month fee.

If the customer needs to have a shipment redirected to a different address after the item has shipped, the customer is responsible for all applicable fees associated to the redirected shipment. Any and all fees associated with missed delivery appointments and unwarranted product refusals will be automatically billed to the customer's card on file and another delivery attempt will be made. If card on file cannot be billed, the customer agrees to send money order or cashier's check within 7 days or be turned over to collections.

All invoices are due upon the agreed upon terms of the sale. If payment has not been received within the agreed upon timeframe, payment will be deemed as late. Late payment fees will apply in the amount of 1% per month, until payment has been received in full for the total amount of the sale, including the accrual of any late fees.


Liability
Customer agrees to not hold LTD Online financially liable in excess of the purchase price of your order. Your use of this site shall be governed by all laws in the state of California. Customer agrees that jurisdiction over any legal proceedings directly or indirectly arising out of or relating to this site or its products shall be in the state or federal courts located in San Diego County, California. Any cause or action or claim you may have with respect to this site or your purchase must be commenced within one (1) year after your purchase. We reserve the right to cancel any order for any reason at any time.


Tax
California residents must pay sales tax.


WARNING
California proposition 65 warning: Some products we sell contain one or more chemicals know to the state of California to cause cancer. Please view the "More" tab next to the product description on the item you purchased for more details.


Sales Contract
The entire sales contract between you and our company will be set forth in the invoice and/or accompanying or referenced documents and emails provided by us. To guarantee accuracy, oral statements made by any employees or personal shall not be relied upon as part of the sales contract. Only written statements, facts and policies are considered part of the contract.

Mobile Terms of Service
Patio Productions

Last updated: Sept. 11, 2023

The Patio Productions mobile message service (the "Service") is operated by Patio Productions (“Patio Productions”, “we”, or “us”). Your use of the Service constitutes your agreement to these terms and conditions (“Mobile Terms”). We may modify or cancel the Service or any of its features without notice. To the extent permitted by applicable law, we may also modify these Mobile Terms at any time and your continued use of the Service following the effective date of any such changes shall constitute your acceptance of such changes.

By consenting to Patio Productions’s SMS/text messaging service, you agree to receive recurring SMS/text messages from and on behalf of Patio Productions through your wireless provider to the mobile number you provided, even if your mobile number is registered on any state or federal Do Not Call list. Text messages may be sent using an automatic telephone dialing system or other technology. Service-related messages may include updates, alerts, and information (e.g., order updates, account alerts, etc.). Promotional messages may include promotions, specials, and other marketing offers (e.g., cart reminders).

You understand that you do not have to sign up for this program in order to make any purchases, and your consent is not a condition of any purchase with Patio Productions. Your participation in this program is completely voluntary.

We do not charge for the Service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message frequency varies. Message and data rates may apply. Check your mobile plan and contact your wireless provider for details. You are solely responsible for all charges related to SMS/text messages, including charges from your wireless provider.

You may opt-out of the Service at any time. Text the single keyword command STOP to +18668494777 or click the unsubscribe link (where available) in any text message to cancel. You'll receive a one-time opt-out confirmation text message. No further messages will be sent to your mobile device, unless initiated by you. If you have subscribed to other Patio Productions mobile message programs and wish to cancel, except where applicable law requires otherwise, you will need to opt out separately from those programs by following the instructions provided in their respective mobile terms.

For Service support or assistance, text HELP to +18668494777 or email [email protected].

We may change any short code or telephone number we use to operate the Service at any time and will notify you of these changes. You acknowledge that any messages, including any STOP or HELP requests, you send to a short code or telephone number we have changed may not be received and we will not be responsible for honoring requests made in such messages.

The wireless carriers supported by the Service are not liable for delayed or undelivered messages. You agree to provide us with a valid mobile number. If you get a new mobile number, you will need to sign up for the program with your new number.

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the Service, any errors in such information, and/or any action you may or may not take in reliance on the information or Service.

We respect your right to privacy. To see how we collect and use your personal information, please see our Privacy Notice.

 
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