Shipping policy
Shipping Policy
On the Patio only ships domestically to the contiguous United States. We reserve the right to choose which freight-way carries your shipment. We don’t, however, control the shipping companies themselves. Once a shipment is in the hands of the delivery company, we are not able to change shipping addresses or arrange for delivery to happen on a certain day. We can provide approximate delivery times, but that’s only based upon the information the delivery company makes available to us. Nonetheless, our customers will always be our main priority. We will be still standing by at (919) 561-7799 to help in the event that there’s an issue with your delivery.
All orders are processed within 3 to 5 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
In the event of delays such as high volume of orders, postal service problems that are outside of our control, supply constraints, weather events, etc., we will notify you and maintain contact until you have received your order.
Domestic Shipping Rates and Estimates
In the event we are not offering free shipping, shipping rates will be displayed in the shipping section when checking out. If you have any questions or concerns about shipping rates, please get in contact with us as sometimes our shipping estimator can be inaccurate.
In-store Pickup
We do offer the option of in-store pickup for local customers. Our physical store is currently under construction but we can coordinate pick up times from this location depending on certain products. Contact us at info@onthepatio.com prior to placing your order to make an inquiry about local in-store pick up.
Once your order has been processed and we receive it from our distributor, we will send you an email to notify you that your order is ready for pick up along with instructions.
Our in-store pickup hours are 9am - 5pm Mondays through Fridays. Please have your order confirmation email with you when you come.
International Shipping
We do not offer international shipping at the moment.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status.
If you haven’t received your order within 30 days of receiving your shipping confirmation email, please contact us at info@onthepatio.com with your name and order number, and we will look into it for you.
Shipping to P.O. Boxes
Some carriers have limitations around shipping to P.O. Boxes. If our carrier can't deliver to your P.O. Box, we will contact you with an alternative solution.
Refunds, Returns, and Exchanges
We accept returns up to 30 days after delivery if the item is unused and in its original condition. On the Patio will refund 90% of the price of the product. Original and returning shipping costs are non-refundable.
If the item is received defective, damaged, or is incorrect - you have 14 days from date of delivery to notify On the Patio in order to receive a full refund. Please email us as soon as possible at info@onthepatio.com with your order number and photos of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. Items sent back to us without first requesting a return will not be accepted.
If you have any further questions, please don't hesitate to contact us at info@onthepatio.com.