Shipping, Returns, & Cancellations

General Shipping
Your credit card will be charged immediately after an order has been placed.

Shipping Time
Orders usually ship within 3-4 weeks.

Tracking
An e-mail with tracking information will be sent once an order has been shipped.

Free Shipping on Orders over $100+
Northern Patio provides free standard shipping for all orders over $100 to an address in Canada.

Shipping Multiple Orders
Multiple orders placed on the same day cannot be combined.

Shipping to Multiple Locations
We are unable to split up orders and ship to multiple locations. If you wish to send items to different locations, you will need to place a separate order for each shipping address.

Address Changes
We do not have the ability to change the shipping address after 24 hours of the order being processed.

PO Boxes
Unfortunately due to size issues, we are unable to send items to PO boxes. Please provide an address when placing your order to guarantee proper shipment.

Custom Fees
We are unable to mark orders as “gifts.”

Returns, Cancellations, and Exchanges
Orders from this site are considered custom orders and cannot be returned or be canceled after 24 hours of placing an order due to the ordering processes involved with creating custom products.

Any problems or concerns with custom made products must be reported within 15 days of receipt. Our workmanship is guaranteed for 6 months of receipt of your custom made product. Please contact us with your concerns.

If, for whatever reason, you are not completely satisfied with your purchase of a non-custom product (a product not made to your specific dimensions and fabric choice), you may return unused, resalable products to us for a refund, exchange, or company credit, provided you notify us to receive a Return Authorization code, and we receive the item back at our warehouse within 12 days of the original date of delivery. A restocking fee of 25% will apply.

If an order is refused, shipping charges are non-refundable and all restocking fees will still apply. If a customer refuses a package, they will be charged for any charges we incur in having the package returned to us. If a customer refuses a custom, non-refundable item, they cannot receive any credits by simply refusing the delivery, and they will incur an additional charge for any return fees we incur after the package is refused. Refused packages shall remain in the possession of Northern Patio until such time as the customer remits payment for us to send the item(s) again. If payment is not received within 30 days of the first failed delivery, then the item is forfeited.

Items with Free Shipping
Returns on items that included “Free Shipping” will be credited for the item only minus the original shipping charges we incurred to ship the item(s) to you and restocking fees will still apply. “Free Shipping” will no longer apply once the item is returned. You will be responsible for the return shipping charges, as well as the shipping charges to send your replacement item.

Damage in Shipping
Please check your order immediately upon receipt and notify us if the item has been damaged. Please report the damage within 48 hours to us. We will need photos of the damaged item, as well as photos of the box the damaged item was shipped in. We must have images in order to notify the shipping company and file the necessary damage claims. After a claim is presented to the shipping company, we will arrange to have damaged items and their packaging inspected, returned, and replaced.

Due to packaging constraints and/or handling during shipping, your cushions or fabric may be wrinkled or pressed down upon. Do not worry, as your cushions will expand and stretch the fabric and foam back to normal. Please give your item a short period of time to adjust for this.

Incorrect Shipping Information
Please verify shipping address(es) before placing your order(s). If incorrect shipping information is submitted, you will be responsible for any fees associated with redirecting your deliveries and/or lost merchandise.

Custom Orders
Customized and custom made items cannot be returned. These are orders by which the customer chooses the color design, frame, custom cut fabric, etc. Northern Patio will make a fair attempt to offer alternatives that address your concern.

Stocked Inventory
If you are unsatisfied with your purchase, Northern Patio will assist you within 3 business days with the proper return approval and shipping instructions. Items will be subject to a factory restocking charge of 25% depending on the quantity and style of items being returned. To avoid restocking fees, you can opt to send back your original purchase and exchange for equal or higher value exchange. Restocking fees are charged to handle our administration fees of the return which include but are not limited to the following: 1. The return authorization, 2. Manual inventory update in our system, 3. Receiving of the return, and 4. Restocking in our warehouse.

Warranty Returns
In order to process your warranty claim, please follow these procedures so that we may expedite our service to you:
– Notify Northern Patio of the concern with your product(s)

– A Northern Patio employee will assist you with processing your claim

– If the concern is covered under warranty, Northern Patio will direct you to either return the product

– The return will not be accepted without a Return Authorization Number that Nothern Patio customer service representative will provide to you

– You will be provided an address to which you can return your order. An entire replacement, replacement part, or repaired product will be sent to you after the return is verified by Northern Patio customer service representative