Shipping Policy
Order Confirmation:
As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we will start our fulfillment process. Typically, orders are processed and shipped within 1-2 business days. For custom-made items, please allow 4 to 6 weeks for the completion of your custom build. After your order has been shipped, you can expect a transit time of 5-7 business days.
Order Shipment:
We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided at checkout. If you do not receive tracking information within six business days, please contact us at support@bespokepatio.com. Please note that custom-made orders require an additional 4 to 9 weeks.
No Shipping outside the USA.
Return and Refund Policy
Cancellations & Refunds: At Bespoke Patio we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom orders, see below).
If you have questions, please send an email to support@bespokepatio.com or call us at 949-782-7338.
Cancellations (Before Order Ships)
If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 949-782-7338, the chat in the bottom right, or email support@bespokepatio.com any time.
Refunds and Returns
If you need to exchange your product (for non custom orders), you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.
Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.
Cancellations of Custom Orders
Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. Custom order brands include Lloyd Flanders and Woodard.
These units are custom-made to your specifications or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.
All sales are final for Custom made and Made-to-order products.
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to support@bespokepatio.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours.
