Atlantic Patio will pay the shipping cost (even large items that require truck freight) for almost every item we sell.* We offer fast, dependable and safe delivery service. Each order (within the contiguous US) is shipped using one of our three standard methods – whichever one is best suited for your order.
1) Standard Ground Service – Small Parcel
Most small-to-medium sized orders will ship using Fed Ex Ground Services. Atlantic Patio will email you a tracking number so you can track the order and check on the delivery date. Shipments usually arrive 1-6 business days from the time they leave the warehouse.
(Note: While Atlantic Patio does not require a signature on small parcel deliveries, it is ultimately up to the driver’s discretion. If delivery without a signature is desired, it is advised you leave a note on the door with appropriate instructions.)
2) Truck Freight – Large Items
Larger items will ship via truck freight. Items shipped freight are delivered to curbside or driveway only and may incur an oversized item surcharge; for any additional delivery needs or questions, please contact us at 855-402-1200. Truck freight orders require that someone is available to accept the delivery. Most carriers will contact you to set up a delivery time, usually a 2-4 hour appointment window during normal business hours.
If the carrier is unable to contact the customer, the customer will then be responsible for any storage fees, freight charges back to the manufacturer in addition to the original shipment expense.
3) Atlantic Patio White Glove Delivery
White Glove delivery service is offered for purchase and may be added to any order for an additional charge. A professionally trained and experienced delivery team will deliver and set-up your order per your direction. The delivery team will also remove all packing debris.
On all white glove deliveries, the carrier will contact you to schedule a delivery window.
To request white glove delivery service, please contact customer service at (866) 869-8122.
Inspect your merchandise!
Timely inspection of your merchandise is essential to resolving any damage issues. Please look over your merchandise when it arrives and report any issues at that time. Storing the cartons until next season and then discovering a broken part six months after delivery is never a good situation. Please help us be in a position to help you by inspecting your merchandise when it arrives.
Expedited Shipping Services are available. Expedited shipping services are offered only to speed up the Shipping/Transit Time. Atlantic Patio will not be liable for expedited shipping charges due to delay in the manufacturers processing time of an order. We have no control over the third party processing time of an order (time prior to shipment/transit) and do not guarantee or promise delivery dates. Therefore, we request that our customers plan ahead for any time sensitive orders and allow for both processing time and shipping/transit time. Contact us if you care to discuss expedited shipping at 855-402-1200.
Atlantic Patio is not liable for costs associated with shipment delays.
* Remote Locations
Orders being delivered to a remote location (usually island locations requiring ferry service) may incur an additional remote location fee. Remote location fees are determined by carrier based on zip / postal code and will be applied to the order prior to completing checkout.
* Outside the Contiguous 48 States
The upcharge for shipping to Hawaii, Alaska, Puerto Rico or some other US territory will appear in the ‘additional shipping’ field on the checkout page.
* International Shipping
We have partnered with Bongo International to service our international customers. All international customers should go to Bongo International (https://bongous.com/) and register an account. Atlantic Patio will provide free shipping service to Bongo’s Global Distribution Facility where Bongo International will forward the goods to your international address.
About Estimated Shipping Times
At Atlantic Patio we do our best to provide you with accurate shipping times for our products, however these are estimates only.
About Backordered Items
Occasionally, items that are believed to be in stock or available when the customer places the order with Atlantic Patio, get pre-sold and are unavailable when the order is submitted to the manufacturer. In this case, you will be sent a email notification that your item is on backorder. You have the option to continue to wait for that item, cancel your order for a full refund, or select a different item to order. Custom made products can have varying ship times and we recommend ordering custom products well in advance to avoid project delays.
Damage & Missing Parts
Through many years of experience, we have learned to package our products to withstand damage during shipping, avoid selling items easily damaged during shipping, and discontinue suppliers whose damage rates are too high. If something arrives from us that looks damaged, or if parts are missing, please notify us right away. We will work to help you get needed replacements as quickly as possible at no extra charge.
Suspected or Actual Damage If Shipped by Truck Freight or White Glove
Write “Package Damaged” when you sign for delivery even if it appears only slightly damaged. If the package appears significantly damaged, you may refuse delivery. Once we receive back that damaged package, we will send a new one. Please notify us if you refuse delivery, so we can anticipate that return.
If our product is assembled for you, make sure you closely inspect the product for any damage BEFORE boxes are discarded and before the delivery people leave. Again, if there is a problem, write it down before the delivery crew leaves.
If you accepted a package and then discover parts are missing or damaged, do not discard the packaging. Please contact us right away and we will ship you the replacement parts at no extra charge. Most carriers only let us file freight claims within 48 hours of delivery, so do not delay. If we cannot replace parts, we can have the carrier pick up the item and we will send a replacement once we have it back. Again, all returned products should be in the original packaging.
If you decide you do not want parts or a replacement unit, the product can be returned under our Return Policy. If a product arrives damaged, or we made an error, and it cannot be remedied with replacement parts or a complete replacement, we will pay to return the item to us.
In the case of a manufacturer’s defect, we can replace the defective part, or if needed, the entire unit. We stand 100% behind our products and the manufacturers who produce them, and we will make every effort to resolve any problems.