Refund & Returns

At The Patio Standard, we believe great service begins with integrity and ends with satisfaction. Every interaction from selecting the perfect fire pit or resolving a return is an opportunity to uphold our commitment to quality, care, and community. Our goal is to make every customer experience as dependable and enjoyable as the spaces we help create.

• Product Guarantee

• Customer Support 

• Pre-Sale Acknowledgement

• Cancellations

• Shipping Claims

• Freight Shipments

• Returns

• Warranty 

• Service Reimbursement

• Property Damage

• Liability 

• Website Errors

• Communication

• Freight Forwarding 

• Sales Tax

Product Guarantee

The Patio Standard guarantees that the quality and craftsmanship of our products will be as described by the manufacturer on our website. 

Customer Support

The Patio Standard has a qualified support staff to assist with issues that may arise after an order has been placed. Customer service is our top priority, and we will be happy to facilitate a solution where we are able to do so.

Pre-Sale Acknowledgement

Given the nature of the product that is sold by The Patio Standard, pre-sale approvals must be obtained by the customer for the following: 

• Freight shipping terms 

• Forklift terms 

• Return policy 

• Custom items 

Cancellations

Once an order has been submitted, we cannot guarantee any cancellations. 

Custom and Made-to-Order Items

When working with custom orders, The Patio Standard works with manufacturers to fabricate custom items according to specifications provided by our customers. Once a custom design is approved and the order is placed, it can no longer be cancelled or changed.

There are no returns for refund or exchanges permitted. 

This policy applies to: 

• Custom items 

• Made-to-order items 

Shipping Claims

The Patio Standard uses third-party shipping. In the event of any shipping issues, we are bound by the policies of the shipping carrier. This includes items that are damaged or lost in transit.

Shipping carriers require a claim to be submitted within 2 business days of delivery or the claim will be denied. We cannot make exceptions to this policy.

Curbside Freight Shipments

Items that are too large or delicate to ship by standard ground carrier are required to ship freight. Freight carriers are specially trained to handle oversized and fragile items safely, for better delivery service. Here’s what to expect from the freight shipping process:

• Once your order ships, you will receive a tracking number that has an estimated delivery date to your local freight terminal.

• The carrier will call you at your provided phone number to schedule a delivery appointment within the next 1-2 business days. Only weekday appointments are available. If you are unable to receive the shipment within 1-2 business days of its arrival at the freight terminal, contact us here.

• All standard freight shipments are delivered curbside. The driver will bring the item to the curb and is not authorized to move it further. Anything past curbside delivery must be arranged before placing the order.

• Upon delivery, you will need to inspect and sign for the shipment. Prior to signing, any visible damage to the shipment and products, along with any missing items, must be noted on the delivery receipt. In order to submit a claim for shipping damage, customer must notify The Patio Standard within 2 business days of delivery.

Freight/Signature Required Deliveries:

• By signing for the delivery without noting any damage or missing items on the delivery receipt, you are accepting that your full order has arrived in excellent condition.

• The order must be opened and inspected in the presence of the delivery driver.

• Do not discard the damaged item(s) or the original packaging.

• For severe damage, please note on the delivery receipt: Refused due to damage" and contact us immediately.

The Patio Standard is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your order has arrived and has been carefully inspected.

Returns

Unused, uninstalled stock items in their original packaging can be returned within 30 days of delivery with a return authorization from our customer solutions team. This form can be obtained by using the Contact Us Page on our website, by email at cheers@thepatiostandard.com or contacting our Customer Service Line open from 9am-5pm PST. A 15% restocking fee and return shipping costs will be deducted from the refund.

Returns without authorization or beyond this period are ineligible for a refund. 

Non-returnable items include:

• Clearance or Final Sale items

• Custom-made and made-to-order products

• Items marked “non-returnable” in the description

• Used or installed items

• Individual components of bundled kits

Warranty

As a retailer, The Patio Standard advocates on your behalf with the manufacturer for warranty claims. Our technical support representatives will work with you to gather the information necessary for a claim submission and guide you through the next steps.

Warranty claims including processes, requirements, and resolutions are at the sole discretion of our manufacturing partners and their expressed warranties. We are not responsible for replacing items denied by the manufacturer. Warranty lead times will vary based on manufacturer requirements and are out of Woodland Direct's control.

Service Reimbursement

Labor and service reimbursement may be available only through the manufacturer and per their stated product warranty. The Patio Standard can help submit claims for labor reimbursement only when the manufacturer's warranty makes allowances for claims of this nature.

Labor reimbursements per warranty are determined by the manufacturer. The Patio Standard does not cover or supplement labor reimbursements related to warrantied parts.

Property Damage

If property is damaged during the proper use of a product, The Patio Standard will assist in submitting a warranty claim to the manufacturer. The Patio Standard will not be liable for any damage.

Liability

The Patio Standard is not liable for any damage or injuries due to improper installation and/or use of a product purchased from us.

Website Errors

We make every effort to ensure that the content provided on our website is both current and accurate. However, errors can occur. Due to the ever-changing laws and regulations in the hearth industry, there may be delays, errors, and inaccuracies in the information contained herein.

The Patio Standard is not responsible for any errors or omissions, or the results obtained from the use of this information.

Communication

While we make every effort to review communications via social media, The Patio Standard has an online customer support option as well as our phone number listed on the website. For the fastest service, please submit a contact us case or call us at the number provided.

In the event your preferred communication method is email, ensure to monitor your inbox on a regular basis. Due to security parameters set by some service providers, emails may be filtered to your junk/spam folder. 

Freight Forwarding

Once a shipment leaves the possession of the carrier contracted with The Patio Standard and is in possession of a freight forwarder contracted by the customer, The Patio Standard is not liable for any damage or lost items in shipping claims. 

Sales Tax

Sales tax is collected at the time of purchase. Tax exempt orders may only be placed via telephone with a sales representative. Your tax-exempt certificate must be on file before placing your order or tax will be charged.

Sales tax charged for online purchases is non-refundable unless your order is canceled entirely or returned for a full refund. If you purchased online and are tax-exempt you will need to contact us via telephone for all future orders to ensure your exemption is applied.