Policies

Project Patio is committed to customer satisfaction. If for any reason you are not completely satisfied with your purchase, simply return your order in its original, unmarked condition and packaging within 30 calendar days of purchase and we will refund your purchase cost (less our shipping cost to you) once we have inspected the goods and deemed that a refund is warranted. Returned orders will incur a 15% restocking fee.

We request that cartons are carefully opened in the event that you wish to return your order as damaged cartons will not be accepted. To ensure your order arrives safely, we highly recommend you return the product with tracking via the shipping method/carrier we used to send it to you.

Send Returns To:

27068 La Paz Rd #254 Aliso Viejo, CA 92656

Please provide:

Your Name

Order Number 

Telephone Number

Item Returning

Reason for Return

Items must be in new condition and in the original packaging and a resell-able condition to qualify for a refund (please do not assemble or modify the product in any way). Exceptions Items marked "Final Sale","All Sales Final","No Returns". Items will not be authorized for return after 14 days from the delivery date. Specific manufacturers which do not allow returns; Innit Designs. Orders with special order Sunbrella fabric

Exceptions

  • Items marked "Final Sale","All Sales Final","No Returns".
  • Items will not be authorized for return after 14 days from the delivery date.
  • Specific manufacturers which do not allow returns; Innit Designs.
  • Orders with special order Sunbrella fabric are not returnable.

ORDERING
Order Confirmation

     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 have charged your credit card for the purchase. If your item is on back order or unavailable we will reach out to you via e-mail and either refund the charge or give you the option of waiting for the item. If your item(s) are available for immediate shipment (within 5 business days) we will process the charges and submit the order for shipment. 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 customerservice@projectpatio.com

Canceling an Order

    To cancel a order contact us at customerservice@projectpatio.com with your order number within four hours of ordering to avoid a cancellation/processing fee. Order can be cancelled up to 24 hours after the order has been placed. After 24 hours from ordering a $10 cancellation/processing fee will be deducted from the refund for cancelled orders. Once orders ship they are unable to be canceled and will fall under the return policy.

 IMPORTANT: Please note that orders can only be cancelled before they ship. Once an order ships and you wish to cancel, you will be refunded the price of your order less all restocking fees and related shipping charges that we have already incurred. Unless an order arrives damaged, refusing an order is also subject to restocking fees and a deduction of round trip shipping from your refund. We cannot cancel an order unless we receive your request in writing to customerservice@projectpatio.com prior to shipment. Sorry, there are no exceptions.

 

SHIPPING
Most orders are shipped UPS, USPS or FedEx. Orders generally ship out between 3-6 days on average excluding special order/sunbrella fabrics. Once an order ships a tracking number will be emailed to you. We only ship to the Contiguous USA

 Shipping Damage:

When receiving delivery of your shipment be sure to open each box and inspect the merchandise before accepting delivery. This is very important. If you discover you merchandise is damaged refuse delivery or notate damage on shippers copy of freight bill. Then contact Project Patio and we will replace the item at no cost to you. If you are unwilling to accept replacement parts and would like to return the item; you will be subject to the Project Patio Return Policy. All returned products MUST be in the original packaging.

 

  • If you accept a damaged shipment without notating the damage on drivers waybill you must notify us by email within 24 hours with supporting photos of the damaged product and photos of all internal and external packaging. Project Patio will replace your product free of charge however the freight company will not rebate your shipping costs. Therefore You will be required to pay for freight charges involved with shipping the replacement to you.

    In the event you would like to cancel the order you will need to make arrangements to return the item to us as outlined in our returns policy.

  • Large Truck Freight:

  • Due to size, quantity, or weight restrictions some packages must be shipped by Large Truck.
    Delivery time for large truck shipping may range from 5 – 12 business days; a tracking number will be emailed within 48 hrs of shipping.

  • When large truck service is used to deliver an order, the carrier will contact you directly to schedule a delivery time. Delivery must be taken within 48 hours of initial contact otherwise storage fees will apply. Freight deliveries are scheduled on week days only.
  • When the driver arrives with your shipment it is your responsibility to assist or make arrangements for another person to assist in offloading your shipment. (Most shipments can be unloaded or “hand-bombed” directly off the back deck of the truck.)
  • If you are unable to assist or require lift-gate service the shipping company can provide a lift-gate truck which will transport your packages, unassisted from the back deck of the truck to the curbside for a $65.00 fee.
  • If you require LIFT-GATE service you will need to contact us before your shipment is scheduled to arrive. You will need to provide us with credit card details in order for us to process a payment for the lift-gate service. Project Patio will contact the freight company to authorize a Lift-Gate truck to deliver your shipment. The dispatcher will contact you by phone to set up a delivery date – at this time you should confirm with the dispatcher that lift-gate service will be provided. ** NOTE** These same instructions will be emailed to you directly in the event large truck shipping is required to deliver your order.
  • It is important to note that the driver is not responsible for unloading or moving items into the yard, garage or home, or up or down steps.
  • Large Truck Orders cannot be canceled after shipment. If a freight delivery is refused, not deliverable or the incorrect address is provided ALL freight charges to and from the delivery address will be removed from the refund balance as well as a 15% restocking fee.
  • **VERY IMPORTANT**It is customer’s responsibility to check that all PACKAGES are accounted for and product and/or carton is free of damage before signing delivery receipt - specific product damage must be notated.
  • If inspection cannot be done in a reasonable amount of time the customer must notate “SUBJECT TO INSPECTION” before signing for the waybill.
  • If concealed damage is discovered, customer must notify Project Patio of specific damage within 24 hours.
  • If "subject to inspection" or "received damaged" is not notated on the drivers waybill, we will be unable to replace or otherwise warranty your order.
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    PRICING GUARANTEE POLICY

    We work very hard to ensure that we offer the absolute best prices online.  If you find another online store that offers a lower price then us within six months of your purchase date please let us know and we will refund your original payment for the difference.  We want you to feel confident that you are getting the absolute best price for the product you are ordering. To request your partial refund simply e-mail us a link to the same product on our website, or on our competitors website within six months from the date of your order and we will process the credit accordingly.  Our 100% Price Guarantee has some limitations:  You must purchase the item from our website before requesting your Price Match Guarantee. Promotions such as rebates and buy one, get one free offers are not eligible. The item must be in stock on the competitors website. The competitor must be an online store, they may not have a retail location. The website can not be a discounter or auction website (ie; eBay, overstock, etc..). The competitor must be an Authorized Retailer for the product in question. The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax