For most products, we do offer replacement parts. When contacting Customer Care, please have item number and invoice number available so they can better serve you. You can find the item number on your emailed order confirmation or invoice.
A pre-authorization is a type of pending bank hold used to check an account for validity or approve funding for a purchase you attempt to make. A merchant may pre-authorize an amount before you make a purchase (such as THEPATIOHOMESTORE.com order), then submit a final charge later (such as when your THEPATIOHOMESTORE.com order ships to you). That final charge amount is often different from the merchant's pre-authorized amount.
Another type of pre-authorization charge is for a purchase that was approved but won't be posted to your account until later. Keep in mind, a charge may be pending for a few days, which essentially holds the pending funds for the intended purchase but does not charge them permanently. Once the permanent charge is posted, the pre-authorization charge will "fall off" your account. (Timeframe depends on your financial institution). Contact your financial institution if this does not occur.
As soon as your order is placed, our fulfillment process is green-lighted. To change or cancel an order, please follow the steps listed below. The sooner we receive a request, the faster we can revise your order.
Standard Shipping - Please call email us for assistance. They will locate your order and see if it can be revised or cancelled. If the product has already shipped, you may return it under our Return Policy.
Home Delivery –To change or cancel an order, Please Email Us at: email@example.com. They will determine where your order is in the process and whether it can be revised or cancelled. If you call at least 48 hours before the scheduled delivery time, we will refund the purchase amount, including delivery fees, as described under our Return Policy.
If you contact us less than 48 hours prior to the delivery date, we will refund the amount of the order less the delivery fees.
Many quality steps are taken to ensure your products arrive to you in excellent condition. It is very important you inspect the purchase upon arrival. If any damage has occurred, call Customer Care at 866-436-3393, Monday through Friday, 7 a.m. to 7 p.m. (CT) & Saturday, 7 a.m. to 5:30 p.m. (CT). In many cases, we can provide you with replacement parts and service as needed.
Our return policy
Standard Shipping Items
If your Standard Shipping item arrives damaged, please contact us within 72 hours. For other issues concerning Shipping orders, call us within 30 days after delivery and we will either repair or replace the item. Not completely satisfied? We accept the return of Standard Shipping item(s) within 30 days of delivery. For Standard Deliveries where a manufacturing defect is discovered after the 30-day return period, consult the manufacturer's warranty, if any. Please note, return shipping fees apply.
Home Delivery For Items Ordered Online
You have 72 hours after a Home Delivery of an online order to report if an item is delivered damaged, defective or if you are unhappy with it in any way. Please e-mail us and we will work with you to repair, replace or pick up the item for a return. Items ordered online for Home Delivery with manufacturing defects discovered after the 72 hour return period may be covered by the manufacturer's warranty, if any; please contact the customer service number listed in your emailed order confirmation for assistance.
In order to receive the full amount of the refund described in this Return Policy. all item(s) must be: (1) in new/unused condition and (2) returned with all accessories and parts securely packed in all original packaging (unless the packing was removed as a part of the In-Home Delivery, in which case please re-pack in a manner to prevent damage during return shipping). Clearance Items are final sale items and cannot be returned unless they are delivered damaged. Please note, return shipping fees may apply.
The returned item(s) are inspected immediately upon receipt. Any appropriate exchanges, credits and refunds will be issued for the purchase price of the item(s); taxes are refunded in accordance with applicable state law. With the exception of damaged or defective merchandise, shipping, delivery, and handling charges are nonrefundable, and return shipping or pickup fees may apply. Most refunds or credits are based on the payment method used at the time of purchase. Please allow 7-10 days following receipt of the return items for any credit or refund to display on your credit card statement.
After we receive the returned goods, it takes 7–10 business days (not including weekends and holidays) for a refund to be credited back to your card. For assistance please feel free to e-mail us at firstname.lastname@example.org
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