All orders over $199 qualify for free curbside shipping to the contiguous United States. Contact us for a quote to ship to Alaska or Hawaii.
We ship smaller items via parcel (USPS, UPS, or FedEx). Larger and heavier items are shipped via LTL freight.
Order Processing:
As soon as your order is placed, you'll receive an order confirmation email. In-stock orders typically ship within 1-3 business days after your order is placed.
Cancelling An Order:
If you wish to cancel your order, please reach out to our support team ASAP to let us know. If your order has not shipped yet, we can cancel the order and issue a refund.
If you cancel your order before your order has shipped and within 48 hours of placing the order, we can issue a full refund.
If you cancel your order before your order has shipped and after 48 hours of placing your order, we reserve the right to issue a refund less a 3% credit card processing fee. This fee is representative of payment processing costs associated with your transaction.
Please note that if we have paid for shipping for your order before you ask us to cancel the order, we will NOT be able to cancel the order. In this situation, you must proceed under our Return Policy procedure.
We cannot cancel orders for made to order items. Made to order items include but are not limited to:
- Chicago Brick Oven pizza ovens
- The Outdoor Plus products
- Custom BBQ islands
Shipping Transit Times:
Most items take 3-5 business days to deliver after they have left the warehouse. With that said, we do not have control over your shipment after it leaves the warehouse and shipping transit times are not guaranteed.
We strongly advise you not to schedule contractors until your order is fully delivered and all items inspected.
Freight Shipping:
If your item is too big and/or too heavy to fight in a normal postal carrier vehicle, your product will be shipped via a freight carrier. Learn more about how LTL freight deliveries work here.
Freight shipping is more complicated than a regular postal carrier delivery. Here are some important things to know about freight shipping:
- You must be physically present to accept delivery.
- The freight carrier will either call to schedule a delivery appointment or notify you before delivery.
- Freight shipments are dropped off at your curb.The driver is NOT expected to deliver your items to your front door, garage, back yard, etc. Additional fees may apply if you instruct the driver to move items inside or to the back yard.
- It's a good idea to have other people there to help you move the shipment.
- Extra charges may apply if redelivery needs to be arranged because nobody was at the delivery location or a shipment was refused. You must sign for the shipment upon acceptance.
Returns
Elite Patio Direct wants to ensure a fair shopping experience for all of our customers - please review our return policy carefully before purchasing.
If you are not satisfied with your purchase, your product might be eligible for a return.
Please note we can ONLY process returns for unused, unopened products that are still in the original manufacturer packaging with all manuals, accessories, packing slips, and packing materials.
Items must be unused, unassembled, and must be returned in the original packaging within 30 days of delivery. There are absolutely no exceptions.
Items that are NOT eligible for returns include the following:
- Used items, opened items, or items that have been removed from original packaging.
- Items that have been assembled or installed.
- Clearance, custom made, or made-to-order products.
- Items that are not returned within 30 days of receipt of delivery.
- Items that are noted "not returnable" in the item description.
- Items that you ship to us without receiving an a Return Approval.
If your item(s) are unused, unassembled, and still in original packaging and are not otherwise ineligible for a return, you can request a return by sending an email to us.
You will receive a return email from us either approving the return or requesting more information.
Please note the following terms and procedure for approved returns:
We do not charge restocking fees, however, you are responsible for shipping costs. This includes the shipping costs incurred by Elite Patio Direct to ship the items to you and the return shipping costs. Additionally, you are responsible for the credit card processing fees associated with the transaction.
Once your return is approved, we will send Return Approval with shipping labels and instructions on how to ship your return. After your return is received and inspected, we will issue your refund, less shipping costs and charges associated with the return.
Inspecting Your Delivery & Damaged Items
It is your responsibility to inspect products that are delivered to you to determine if your items have were damaged during transit.
You MUST notify us via email of damage or defects within 5 business days of accepting delivery. There are NO EXCEPTIONS.
If you notify us of damage or defects within 5 business days of delivery:
- Email us at team@elitepatiodirect.com to report the damage.
- For product defects that are unrelated to shipping damage, you will need to file a warranty claim with the manufacturer to remedy any issues. Instructions for filing a warranty claim can be found here.
- We will offer parts, a discount to keep the item as is, or allow a return/replacement.
- Your items cannot be used in any way to be eligible for replacement parts, a discount, or a return/full replacement.
If you don't notify us via email of damage or defects within 5 business days:
We will not offer any refunds, replacement parts, discounts, or exchanges under any circumstances.
After 5 business days, we are outside of our time window to file claims with the freight carrier or manufacturer. At that time, we can only sell you replacement parts for repair.
