We have the lowest prices guaranteed. Find a lower advertised price by a competitor, and PatioProductions.com will beat it. Once your order has been placed, no further discounts are available. At PatioProductions.com, we work continuously to lower our prices and offer our best price at all times, which are clearly stated on our site. On occasion, we do offer temporary sales due to overstocking or price adjustments from our suppliers. Prices can also rise at any time due increased cost of business or low availability. 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 PatioProductions.com 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%) processing fee. Orders canceled once in transit are subject to a ten percent (10%) processing and restocking fee as well as all shipping fees, even if original shipping was free.
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 PatioProductions.com 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.
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. Whenever possible, we like give our customers the choice of both of these shipping methods to accommodate your delivery needs. Most orders ship out on wooden pallets for added protection against shipping damage, customer is responsible for disposal of the pallet. "Free Shipping" applies to the lower 48 US States. Outside of the lower 48 US States, shipping is charged based on weight and freight class, so please call for a shipping quote.
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.
Customer agrees to not hold PatioProductions.com 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 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.
Product inspection: despite any pressure from hurried delivery drivers for you to simply sign for your package, YOU MUST INSPECT ALL ITEMS. This includes noting all damages to packaging and opening the boxes to inspect the contents 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. Proper notation on the Bill of Lading is the only way for PatioProductions.com to receive compensation and resolve transit-related issues.
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 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.
Obtaining a Return Authorization Code
All returns must be accompanied by a return authorization code (RAC). Items returned without a RAC will be refused and no refund will be given. To receive an RAC, simply contact PatioProductions.com during standard business hours Monday through Friday, 9am to 5pm PST. Our evening and weekend staff will not have access to your order outside these hours. Made to order cushions cannot be returned.
How to Have Returns Shipped
All items that come in boxes must be returned in the same boxes. This does not include products that arrive blanket wrapped. Returns must be picked up and in transit no more than 14 days from the date of delivery and must include all instructions, pieces etc. Customers are responsible for ALL shipping charges on returned items. If the shipment is damaged in return shipping, your final refund will be determined based on the value of the items in their current condition. On items with "Free Shipping" promotions, if you choose to make a return, you will be refunded the full amount paid for the returned items less actual shipping costs to and from your home and a 6% restocking and processing fee. We will make all of the shipping arrangements for you. 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. Orders that will not fit in to a customers home will be subject to this return policy.
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 PatioProductions.com 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 Patio Productions are specialty, and hand-made, one of a kind products. Some may have imperfections such as knots in wood, rough surfaces, color variation, 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 Patio Productions 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 Return Policy above.
If customer needs to have a shipment delayed, PatioProductions.com needs to be notified IN WRITING within twenty-four (24) hours of placing the order. If the customer notifies PatioProductions.com 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. 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.
Customer agrees to not hold PatioProductions.com 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.
California resident must pay sales tax.
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.