Shipping Policy

1. Introduction

The Patio Escape is owned and operated by The Patio Escape, LLC. At The Patio Escape, LLC, we provide a clear and consistent shipping experience. This policy explains how we ship orders placed on The-Patio-Escape.com.

• Service name: Standard Shipping

• Price: Shipping costs and delivery methods vary by product. Free shipping is available on eligible orders within the contiguous United States.

• Processing time: Typically 1 to 2 business days for in-stock standard-shipping items

• Transit time: Typically 2 to 7 business days for standard parcel shipments

• Destination: United States

• Coverage: General shipping guidelines; product-specific shipping and delivery information takes precedence when provided

Large, oversized, freight, made-to-order, and manufacturer-direct products may have different processing, transit, and delivery requirements. Please see Section 5: Shipping Methods, Carriers & Large Item Delivery below.

2. Shipping Destinations

United States

• We currently ship to addresses within the contiguous United States.

• We do not ship to Alaska, Hawaii, or Puerto Rico.

• We do not ship to P.O. boxes that cannot accept carrier delivery.

• We do not ship internationally.

3. Shipping Costs

• Standard Shipping: Free shipping is available on eligible orders shipped within the contiguous United States.

Any applicable shipping or delivery charges will be shown at checkout or otherwise disclosed before the order is completed. Local taxes at checkout still apply when required by law.

Free shipping refers to the cost of transportation and does not necessarily mean standard parcel or doorstep delivery. Large and oversized products may require specialized delivery as described below.

4. Order Handling and Delivery Time

Delivery estimates are provided in good faith but may vary based on manufacturer inventory, production schedules, product size, freight schedules, weather, destination, and carrier delays.

Standard parcel shipments typically process within 1 to 2 business days and have an estimated transit time of 2 to 7 business days.

Large, oversized, freight, manufacturer-direct, and made-to-order products may require additional processing and transit time and are not necessarily subject to the standard 2-to-7-business-day transit estimate.

When a product page provides a specific lead time, shipping estimate, or delivery method, the product-specific information takes precedence over the general estimates in this policy.

5. Shipping Methods, Carriers & Large Item Delivery

Orders may ship via USPS, UPS, FedEx, freight carrier, specialized delivery service, manufacturer delivery network, or another carrier appropriate for the size, weight, and destination of the shipment.

Standard Parcel Delivery

Many smaller products ship by standard parcel carrier. Tracking information will be provided when available after the order ships.

Large & Oversized Item Delivery

Some products offered by The Patio Escape are large, heavy, oversized, palletized, crated, or shipped in multiple cartons and may require special delivery arrangements.

Depending on the product and manufacturer, delivery may be made by a freight carrier, specialized delivery service, or manufacturer delivery network. Delivery methods vary and may include curbside delivery, driveway delivery, liftgate service, threshold delivery, or another designated delivery method.

Large-item delivery generally does not include assembly, installation, unpacking, or movement of the product to its final location unless those services are specifically stated as included.

Customers purchasing large or oversized products should plan ahead for receiving the shipment and moving the product or packaged components from the designated delivery location to the final installation or assembly area. Some products may arrive on pallets or in multiple oversized cartons, and individual packages may be very heavy.

Depending on the carrier and delivery service, the customer may be contacted to schedule a delivery appointment. Signature requirements also vary by carrier and delivery method.

Before ordering a large or oversized item, please contact us if you have questions about the delivery method, property access requirements, shipment size or weight, or what may be required to receive your order.

Where product-specific shipping or delivery information is provided on a product page, that information takes precedence over these general guidelines.

Freight Deliveries

Certain large or heavy products ship specifically by freight carrier.

Freight delivery is generally made to an accessible curbside or other designated delivery location unless a different service level is stated for the product. Freight carriers may contact the customer to schedule delivery, and a signature may be required.

Freight delivery does not ordinarily include assembly, installation, or movement of the merchandise to its final location unless specifically stated.

Shipment Tracking

When tracking is available, you will receive tracking information by email after your order ships.

Orders containing multiple products may ship separately and may arrive on different dates depending on manufacturer availability and carrier schedules.

If tracking indicates a delivered shipment that cannot be located, please contact us promptly so we can assist in working with the carrier.

Insurance

Shipments are covered against qualifying loss or shipping damage in accordance with the applicable carrier, manufacturer, supplier, and The Patio Escape procedures. Please contact us promptly if there is an issue with your shipment.

6. Order Tracking

After your order ships, you will receive available tracking information and a link to follow the delivery.

For certain specialized or manufacturer-managed deliveries, tracking and delivery communication may be provided directly by the carrier or delivery service.

7. Delivery Delays & Delivery Issues

Delayed or Lost Packages

If a standard parcel shipment exceeds its estimated delivery window, please contact us:

• Email: GardenMe@The-Patio-Escape.com

• Phone: 1-769-601-7111

Large, oversized, freight, manufacturer-direct, and made-to-order products may have longer delivery windows. Please refer to the applicable product information and tracking details for those shipments.

If tracking indicates a delivered shipment that cannot be located, please contact us promptly so we can assist in working with the carrier.

Delivery estimates are provided in good faith but may change because of manufacturer production schedules, inventory availability, weather, freight carrier delays, or other circumstances beyond our control.

Marked Delivered but Not Received

• Confirm your shipping address.

• Check with neighbors or building management when applicable.

• Contact us so we can assist with a trace.

8. Delivery Inspection

Damaged Packages

Please inspect your shipment promptly upon delivery.

For freight, large, or oversized deliveries, inspect the shipment and packaging carefully before signing the delivery receipt whenever a signature is required.

If visible damage is present:

• Photograph the shipment, including the packaging and visible damage.

• Note visible damage on the carrier's delivery paperwork before signing whenever applicable.

• Keep the packaging and damaged merchandise while the claim is being reviewed.

• Contact us as soon as possible and no later than 7 days after delivery:

  • Phone: 1-769-601-7111

  • Email: GardenMe@The-Patio-Escape.com

We will work with you, the supplier, manufacturer, and/or carrier as appropriate to resolve qualifying shipping damage.

9. Missing Items

Some orders, particularly large structures and multi-component products, may arrive in multiple cartons or separate shipments.

If something is missing from your shipment, first check the tracking information for additional packages. If an item or carton is still missing, contact us within 7 days of delivery and include your order number and details about the missing item or carton.

We will work with the supplier or carrier to resolve the issue as appropriate.

10. Returns and Refunds

We accept returns within 30 days of delivery for most eligible items. Items must be unused, undamaged, and in original packaging. Certain products may be non-returnable or subject to product-specific return conditions.

Please see our full Return Policy for complete details.

• Return shipping: Customer pays return shipping unless the item is defective, damaged in qualifying transit, or not as described, subject to the applicable Return Policy.

• Refund timing: Eligible refunds are processed after the returned merchandise is received and inspected, in accordance with our Return Policy.

11. Address & Delivery Access

Please enter your shipping address carefully at checkout.

For large or oversized deliveries, customers are responsible for providing an accurate delivery address and reasonable access for the applicable delivery vehicle. Certain locations, including narrow roads, gated properties, steep or restricted driveways, remote areas, or locations inaccessible to large delivery vehicles, may require alternative arrangements or additional carrier charges.

If you believe access to your property may present a problem for a large-item delivery, please contact us before placing your order.

If a shipment is returned because of an incorrect address, unsuccessful delivery caused by customer-provided information, or an applicable access issue, we will contact you regarding available reshipment options and any applicable charges.

12. Contact

• Email: GardenMe@The-Patio-Escape.com

• Phone: 1-769-601-7111

• Address: The Patio Escape is an online-only retailer operating in the U.S. We do not operate a physical showroom and do not accept in-person visits.

• Service hours: Monday through Friday, 9 AM to 5 PM CT

13. Changes to This Policy

We may update this Shipping Policy from time to time. Changes take effect when posted on this page.

Thank you for shopping with The Patio Escape, LLC.