Shipping Policy

The Patio Experience  |  Effective Date: April 23, 2026  |  Version 2

At The Patio Experience, we take care to ensure every shipment arrives complete, protected, and on the schedule we set with you. This Shipping Policy sets out how we move your product from our partners to your home.

1. Order Processing

•        Most orders are processed within three to five (3-5) business days after payment clearance, excluding weekends and holidays.

•        Processing times may extend based on product availability, payment verification, and fulfillment requirements from our third-party manufacturers and distributors.

•        Once your order ships, you will receive a confirmation email with tracking information.

2. Delivery Timeline After Processing

Transit times depend on what you are buying and where it is going.

•        In-stock items. Typically three to seven (3-7) business days to anywhere in the contiguous United States after the order is processed. Alaska, Hawaii, and U.S. territories may take longer.

•        Out-of-stock items. If the model you have ordered is not in stock with us or with our distributor, delivery can take three (3) months or more. We will communicate the best available estimate before you place the order and we will keep you updated.

•        Custom outdoor kitchen islands and custom-configured products. Typically four to twelve (4-12) weeks from the later of (a) payment clearance and (b) your final design approval. Production windows vary by manufacturer.

Estimates are our best good-faith guidance and not a binding delivery date. Carrier delays, weather, supplier schedules, customer-provided address issues, and events outside our reasonable control can extend these windows. If we expect a material delay, your Patio Experience Expert will contact you.

If we are unable to ship your order within the originally stated time frame, we will notify you and offer you the choice of (a) consenting to a revised shipping date that we will provide, or (b) cancelling your order for a full and prompt refund to your original payment method. If we do not receive a response from you within a reasonable time after notification, we will treat the order as cancelled and issue a full refund.

3. Shipping Destinations

•        We ship within the United States only.

•        We do not ship to P.O. Boxes or APO/FPO addresses.

•        Alaska, Hawaii, and U.S. territories: shipping is available, but additional charges may apply and some products may not qualify for Free Insured Delivery. We will disclose any surcharge before you finalize your order.

•        We do not offer direct international shipping. If you choose to ship your order to a U.S.-based freight forwarder, you do so at your own risk; we are not responsible for anything that happens after the freight forwarder signs for the shipment.

•        Certain products may have shipping restrictions due to manufacturer policies, carrier limits, or local regulations.

4. Shipping Methods and Carriers

We select the carrier, service level, and delivery method for each shipment based on product size, weight, destination, and carrier availability. Standard categories:

•        Parcel (FedEx, UPS, USPS). Used for small items, accessories, and anything that fits into a standard parcel. Delivered to your doorstep by the parcel carrier. Liftgate is not applicable to parcel deliveries.

•        LTL freight (pallet). Used for grills, large accessories, and anything heavy or oversized. Delivered to a residential address with liftgate service and a scheduled delivery window, as described in the Free Insured Delivery section below.

Expedited shipping may be available on select products for an additional charge. Contact your Patio Experience Expert to discuss options.

5. Free Insured Delivery under the Platinum Product Promise

Qualifying orders ship with Free Insured Delivery as part of our Platinum Product Promise. For freight grill shipments, this means:

•        Palletized and wrapped for transit.

•        Delivered by an LTL freight carrier to your residential address.

•        Liftgate service included at no additional charge. Liftgate is the standard method by which a freight grill comes off the truck; there is no other way to get a freight grill off a standard LTL truck. It is not white-glove service.

•        The carrier will contact you in advance to schedule a delivery window. You are expected to be present.

•        Delivery is to the nearest accessible curbside at your address. Moving the product from the curbside to its final location is the customer's responsibility.

•        Delivery insurance: when The Patio Experience ships the product directly, we typically purchase freight insurance covering loss or damage in transit up to the product's purchase price. When a product ships directly from one of our manufacturers or distributors, the carrier's standard freight coverage applies, which may be subject to per-pound caps. In either case, preserving an insurance recovery depends on the inspection steps in Section 7.

Free Insured Delivery does not include on-site installation, assembly, gas connection, propane supply, or packaging removal. Those services are not offered by The Patio Experience as part of this Promise.

6. Oversized and Freight Shipments

•        Curbside handoff is the standard delivery point for freight shipments.

•        A delivery appointment is required; the LTL carrier will contact you to schedule.

•        A customer or authorized adult (18+) must be present to receive the shipment, inspect it, and sign the carrier's delivery receipt.

•        If your site has special access requirements (gated community, limited access, multi-unit building, unpaved driveway, difficult turnaround), notify us before we ship. Special delivery arrangements, if available, may incur additional charges.

7. Inspection Required on Delivery

The customer is responsible for inspecting every shipment thoroughly before signing the carrier's delivery receipt and before the delivery driver leaves. This is the single most important step in preserving any damage claim under our Refund Policy, the Platinum Product Promise, or any applicable insurance coverage.

•        1. Inspect the shipment. Check the pallet, wrap, packaging, and product for any visible damage.

•        2. Note damage on the delivery receipt. Any visible damage must be written on the delivery receipt (bill of lading) before you sign. If you sign a clean delivery receipt, you may forfeit your damage claim.

•        3. Consider refusing the shipment. If the damage is material, refuse the shipment. Refusing is the cleanest remedy for serious damage.

•        4. Photograph the damage. Photograph the packaging, the pallet, the wrap, the product, and the carrier's shipping label before the driver leaves.

•        5. Contact us immediately. Call (833) 837-2846, email sales@thepatioexperience.com, or use live chat to notify us while the driver is still on site if possible.

•        6. Submit a written claim within three (3) days. Send the photographs and a written description of the damage to sales@thepatioexperience.com within three (3) days of delivery. Items must remain unused, uninstalled, and in their packaging with all components retained until we reach a resolution.

Damage that is not noted on the delivery receipt at the time of delivery may not be recoverable from the carrier or insurer and may be denied under our Refund Policy.

8. Order Tracking

Once your order ships, a tracking number is sent to the email address on file. You can track the shipment using the carrier's website. If you do not receive a tracking number or have trouble tracking your order, contact your Patio Experience Expert directly.

9. Lost or Stolen Parcel Shipments

•        If a parcel shipment is marked delivered but not received, check with neighbors, household members, and your local carrier office.

•        Report a lost or stolen parcel to us within three (3) days of the expected delivery date so we can open a trace with the carrier.

•        We will work with the carrier to resolve the issue but cannot guarantee replacements or refunds for lost or stolen parcels in the absence of carrier or insurance recovery.

10. Address Changes and Order Modifications

•        Changes to the shipping address or modifications to an order must be requested within three (3) business days of placing the order, or before we submit the purchase order to the supplier (which typically occurs once payment funds clear, within three business days), whichever is sooner.

•        Once we have submitted the purchase order to our supplier, or once the order has been processed or released to the carrier, we may be unable to modify the shipping address or cancel the shipment.

•        Changes requested after the carrier has the shipment may require the order to be returned and re-shipped; any re-shipping costs will be quoted before we proceed.

11. Returns Due to Shipping Issues

If an order is returned to us because of an incorrect shipping address supplied by the customer, failed delivery attempts, or refusal of delivery not tied to a documented damage claim, the customer may be responsible for the return shipping cost and any re-shipping cost if a second delivery attempt is made. Refunds for returned orders are processed under our Refund Policy, including the shipping-cost deduction and the 25% restocking fee unless the return is due to our error.

12. Special Delivery Considerations

If your delivery location has special requirements, including gated communities, limited-access areas, private roads, unpaved access, multi-unit buildings, or narrow clearance, please notify your Patio Experience Expert before placing your order. Failure to disclose special requirements may result in shipping delays, additional charges, or a failed delivery for which the customer is responsible.

13. Contact Us

For any questions about shipping, delivery, or a specific shipment, contact your Patio Experience Expert or our Customer Success Team.

Patio Experience, LLC

19801 N 59th Ave., #10463, Glendale, AZ 85318

Phone: (833) 837-2846  |  Email: sales@thepatioexperience.com