Patio Palace Shipping Policy: The rate for shipping policy applies to products shipped via standard shipping to locations in Canada. Patio Palace has the right to choose the delivery service. In most cases freight carriers with tailgate will be used due to weight and sizes. Shipments are standard shipping, which includes only curbside delivery, and lift gate service. If shipments are require more than curbside (eg: hard to reach areas such as back yard, apartment buildings or a rooftop condo, etc), then an additional fee will be added. Notification may be given by Patio Palace for additional charges if delivery occurs in rural areas.
There will be additional Charges for shipment to Remote or Northern parts of the country. This may include but is not inclusive of Remote BC, Yukon, Inuvik, Yellowknife, Northern Alberta, Remote BC, Northwest Ontario, Labrador, and Northern Quebec. Notification of this will be given to you in advance by Patio Palace. This applies to Free Shipping and regular shipping orders. When this occurs a Customer Service representative will contact you promptly to notify you of the additional charges.
Shipments are delivered Curb Side Only.
All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, Patio Palace will not be held responsible for damages that may occur during delivery.
The consumer is responsible to inform Patio Palace if the terms of delivery will not accommodate them at the time of purchase. Patio Palace is not responsible for shipping costs on merchandise not delivered due to a shipping companies inability to deliver to a particular location. Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. In home delivery is neither implied nor offered without additional charge, and is not necessarily available even if the customer is willing to pay more for it.
If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Customers will be contacted prior to delivery of the shipment on larger items. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.
To our American Customer which we have many. Shipments to the United States will be an additional shipping charge and brokerage fees will be added as well as duty and tax. All shipments to the United States will require the customer to contact a customer representative for a quote of costs regarding their shipment. Contact to our customer representative can either be by phone or e-mail. A customer service representative will contact you after your online order has been placed with any additional shipping charges (before the item is shipped). The customer is responsible for all duties and tariffs on United Sates shipments.
We reserve the right to choose which freight carrier to use for your shipment. We do not, however, control the shipping companies (freight or parcel). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day, and we can only approximate delivery times. Basically we only know what they tell us from that point on. We wish we had more direct control over shipments, but that is not how shipping companies work.
Our in-stock orders will probably take about 7-14 business days to reach a customer. Any custom orders will take approximately 4 - 6 weeks. If we or the supplier is out of stock on an item you will be notified the moment we know.