Questions And Answers - Patiolife.com

Questions and Answers:

How do I order? Ordering is quick and easy. In less than 10 steps you can have your purchase en route to your home. Please see our section on how simple it is to shop at Patiolife.com.

How can I pay? We will accept most major credit cards, such as VISA, MasterCard, AMEX and Discover. In addition, we can also accept your debit card if it has a VISA or MC logo.

Is it safe to use my credit card? Absolutely. You can be assured that your financial information will be kept safe and confidential when you do business with Patiolife.com. Please read our detailed policy on Privacy & Security.

What kind of savings do you offer? We are able to offer you a substantial savings off of retail prices. Unlike many sites that only offer discounts on discontinued items, here you are able to receive a low price on the specific items that you choose.

How do I contact customer service? If your question does not appear here, you may want to check the Help page, as answers to many questions are found there. However, feel free to contact customer service at 1-877-89-PATIO. We have representatives waiting to assist you 24 hours a day, 7 days a week.

How can I reach Patiolife.com? There are many ways for you to reach us, as it is important to us to receive your feedback and concerns. We have a toll-free number (1-877-89-PATIO) which will allow you to speak directly with a sales representative. Outside the USA the number is (904) 739 3771. Or feel free to email us at support@patiolife.com. Our address is:

71 South Orange Avenue,
#329,
South Orange, NJ 07079
USA

But please note that returns may not be shipped to this address. (See return instructions below.)

What brands do you carry? We pride ourselves on offering you an extensive range of products and suppliers. Regardless of your needs need you are sure to find it through our diverse selections of manufacturers.

How do I view my order? At any time you may see your order simply by clicking on your shopping cart. This will allow you to see what items you have selected. From here you may continue shopping or proceed to the checkout.

Do you have a mail catalog? No. This helps us to keep costs lower, and pass along those savings to you. Instead, the website allows you to view our new products as soon as they become available to us.

Do you have a retail store? No. This allows us to focus our attention solely on the Internet consumer. We are designed to make purchasing online virtually hassle free.

Do you charge sales tax? As we have an office located in New Jersey, we are required to charge sales tax in this state.

How do you use the information that you collect from me? Any information that we ask you for is what is needed in order to complete your order. Since protecting our customer is our number one concern, we do not store the credit card information that you submit. You can be assured that your financial information will be kept safe and confidential when you do business with Patiolife.com. Please read our Privacy policy for more information.

How do I know that Patiolife.com received my order? A confirmation email will be sent to you at the email address that you have selected. You will also be notified as to when your order will be delivered.

Do I pay for shipping? Not if you live in the mainland USA (excluding Alaska). If you live in Alaska or Hawaii, please inquire about shipping costs. Some items can also be delivered to Canada - please inquire.

Do you ship internationally?We do not ship internationally. This includes to any APO/FPO addresses. Some items can be delivered to Canada - please inquire.

What should I do when my order is delivered?
Please note, we must be notified if you will not be available to accept delivery. Orders that are returned to the warehouse due to the inability of the carrier to reach you for delivery will be assessed the return shipping charges.

Always be sure to inspect the packages before signing the delivery receipt. If you are asked to sign without seeing the package(s), let the delivery person know you must inspect the package(s) first.

Help us to serve you better by doing the following before the delivery driver departs:

1. Upon delivery, inspect your merchandise, verify that the skid, boxes and/or products are in good condition and have no visible signs of damage.

2. Count the number of pieces and verify that the total reflects what is printed on the delivery receipt/bill of lading. Merchandise may be shipped boxed, strapped, palletized and shrink-wrapped.

Make all notations of shortages or damages on all copies of the bill of lading and have the driver sign acceptance of your notations.

NOTE: When you sign the delivery receipt, please add the statement, Pending Further Inspection, along with your signature. Please do this even if you have inspected the items as you may look at them closer later and find something that was not evident upon initial inspection.

3. After the driver leaves, check all merchandise within shipping container for any concealed damage. If damage is found, contact the delivery carrier immediately to arrange for an inspection. This will be necessary should a claim need to be filed with the carrier. Patiolife.com MUST be notified within 48 hours of any damage to or discrepancy with your order.

Remember: Failure to inspect & count your shipment or notate any damages or shortages on delivery receipt may waive your right to any replacement or reimbursement.

By signing for something that is damaged, you release the carrier of all responsibility by in essence stating everything was fine when it arrived. If you later find damage to your items and the packages were in poor condition, but not noted on the delivery receipt, we may not be able to replace them.

If there is significant damage to the package(s), you may refuse the delivery. The damaged package(s) will then be returned. It is very important that you notify us by email that you refused the shipment.

How do I cancel an order? Send an e-mail to support@patiolife.com requesting a cancelation and specify your order number. Please note that you may only cancel orders before the order has actually shipped. After the order has shipped, it becomes a return...see below for our return policy. Also canceling a custom order (even before it has shipped) involves a charge - please see below under return policy. After you cancel any order, please allow one business day for confirmation from us that you may cancel it and it has not just shipped.

What is your return policy? If the item is damaged or misrepresented, it is either replaced by Patiolife.com or you get a full refund and Patiolife.com pays the return shipping.

For undamaged goods, you pay for return shipping and a restocking charge of 15% of the purchase price. The item must be returned within 30 days in the original packaging and must be received back at the warehouse undamaged.

For damaged goods, either due to delivery or manufacturing, Patiolife.com must be notified within 48 hours of your receipt of the merchandise. Requests for RMAs (Return Merchandise Authorization) should be made to support@patiolife.com. Please note that most always photos of the damage are required in order to proceed. Digital photos may be sent via email. If you need to send physical photos, we will provided the mailing address for you to send those. When you receive the RMA you will be given instructions where to return the merchandise. We will not accept returns at our Customer Support address...sending merchandise here is an excellent way for you to incur extra shipping charges.

Please note: Items that are sold in a set are viewed as individual items for returns. Therefore, if you order a dining set and only one chair has damage to it, the entire set may not be returned for a full refund. If for some reason, you wish to return the entire set, the shipping cost for the undamaged items will be at your expense. The items also will only be refunded if they are received back at the warehouse without damage.

Refunds for authorized returns will be issued within 24 - 72 hours of Patiolife.com's receipt of the returned merchandise in its original condition.

Please note that we are unable to accept returns on any cushions.

Please note that custom orders will entail a 15% cancellation charge if canceled more than 72 hours after making the order. Custom orders include products that require fabric choices, in particular wicker furniture. This is because every custom order is made for a particular customer (the bright pink and orange cushions you choose may not be desirable to anyone else!).

When do you debit my credit card? At the time your order leaves the warehouse. If your order consists of multiple shipments, your card may be debited more than once pro-rated according to the shipments. There is an exception for some custom orders where we require a 50% deposit at the time of the order. This applies to all products from Whitecraft, D & F, and Majestic Umbrellas, special orders by Emu, and to all gazebos by Tepraco.