Shipping policy

Familyhearthandpatio.com is proud to offer free standard shipping within the Contiguous US on all orders. This means that shipping is included in the price and you will not pay anything additional for having the item shipped to you.

Items are shipped via ground service. If the driver feels the delivery location is safe, they may leave the package. These shipments will typically be left at the front door or garage of your residence.

If you ordered incorrectly (i.e., you picked the wrong product), you are responsible for the return shipping cost. Return must be made within 30 days of delivery, items must be unused and in original packaging, & you will receive refund of product cost upon receipt.

If you have specific time constraints or need to delay a shipment, send us an e-mail at Online@familyhearthandpatio.com

All items are shipped U.S only

If additional delivery services are required please contact Customer Service prior to your order shipping for a quote on additional services. Once an order is shipped we are unable to upgrade the delivery service or change a shipping address without incurring additional fees.

Please review our damage/return policy to ensure proper reporting/procedure if your item is received damaged. It is very important to open and inspect all shipments immediately upon delivery. Failure to do so may void any replacement.

For Freight shipments:

Please inspect all packages carefully for damage. Keep in mind many items are (double boxed) for added protection and although an exterior box may arrive in bad shape the interior box and contents usually are fine. These are only packing materials. The best policy is to inspect your item carefully and contact us if you experience a problem. We are here to help!

If you have any questions, please contact us by email Online@familyhearthandpatio.com
***While we try to ensure accuracy, we reserve the right to correct any errors in pricing or descriptions of all products, and to cancel or refuse to accept any order based on an incorrect price or description. Such corrections may be made even after an order is accepted.

Freight Delivery Options:

All freight deliveries require someone present at time of delivery who is able to inspect and sign for the shipment.

If you require upgraded shipping options, please contact our Support Team for assistance and pricing

Curbside Delivery (Connecticut only with additional charge):

All standard freight shipments are delivered via Curbside Delivery. The driver will remove your item from the back of the truck. You will then be responsible for carrying the product to your home. The driver may assist you with this, but is not required to. If the driver is able to access the driveway with the truck, they may back in and unload in the driveway – again – they are not required to.

Threshold Delivery (Connecticut only with additional charge):

Threshold delivery service provides two-man delivery, to inside the threshold (front entry) of your residence or garage. The product will be left in the original packaging. If you live in an apartment building or condo in which a service elevator is not available, the product will be carried up two flights of stairs from the building threshold (4-15 steps = 1 flight).

White Glove (Connecticut only with additional charge):

White Glove delivery service provides a two-man delivery team to place your purchase inside your home in the room of your choice. This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). Any additional service requested at the time of delivery will be billed to the recipient. Familyhearthandpatio.com will not be responsible for additional freight services requested at the time of delivery.

Delivery Notification Details:

When your order ships we will contact you with delivery details including the name of your freight carrier, estimated arrival date of your order and contact information for the freight company. If you have any questions about your delivery service, please contact us at online@familyhearthandpatio.com

VERY IMPORTANT:

You MUST inspect the package at the time of delivery. If the box has any damage, or if you suspect the contents of the box are damaged, please write "PRODUCT DAMAGED" clearly on the sheet that the driver will ask you to sign. This ensures that Familyhearthandpatio.com can easily resolve this issue with the shipper. If the item is refused for any reason other than damage, which must be clearly noted on the sheet the driver asks you to sign, you may be liable for the round-trip shipping charges. If you have concerns regarding possible damage when your shipment arrives, contact us at online@familyhearthandpaio.com for assistance.

Familyhearthandpatio.com recommends that all products are installed by a licensed installer. Please review all model manuals and installation guide to ensure products are installed correctly. Familyhearthandpatio.com is not responsible for any errors in installation or incorrectly purchased products to be used for installation. Manufacturer's guides should always be used to verify required materials and products prior to installation.

Email: Online@familyhearthandpatio.com