Patio Wise Customer Service Help
- Most orders are processed Monday through Friday 9:00am - 4:00pm CST
- Orders that are drop shipped directly from the manufacturer may require an additional 1-2 business days for processing.
- Issues such as lack of inventory or credit card verification may affect when your order is processed.
- Orders placed on the weekend or holidays will be processed on the following business day.
- Orders are processed in the order that they are received.
Placing an Order
- You may place an order with us on-line at www.patiowise.com. If you are uncomfortable with placing an order on-line, you may place an order via phone at 847-701-3025. All phone orders are placed through our on-line ordering system.
- When placing a phone order you are providing verbal acceptance of our Sales Policies.
- All of our products sold are brand new OEM and custom accessories shipped in retail or bulk packaging.
- Upon submission of your order, you will automatically be sent an e-mail to confirm that your order has been received and your credit card information has been verified and charged. Your e-mail confirmation will show the status of the item(s) that you ordered and confirm your method of shipment.
- Please be sure to check your spam/junk mail for your order notification.
- In the event that a product runs out of stock after your order has been placed, you will receive an e-mail to notify you of the potential delay in receiving your order.
- Patio Wise accepts VISA, MasterCard, American Express, Discover and PayPal. Once your order has been received and your payment information has been verified, your payment will be processed and Patio Wise will appear on your billing statement.
- All transactions will post after 5:00pm (CST) on the date of purchase.
- Upon submission of your order, you will automatically be sent an e-mail to confirm that your order has been received. (Please be sure to check your spam/junk mail for this notification)
- We do not accept personal checks or layaway plans.
- For your security and to prevent fraud, if information used for a purchase appears to be potentially fraudulent, we reserve the right to contact you and request additional information before processing your order. This process may delay your shipment.
Terms AccountWe do offer terms accounts to eligible customers. If you wish to set up a terms billing account with us, please contact us at 847-701-3025. Once your terms application has been approved by our credit department, you will receive a confirmation e-mail with your account information.
- You may place orders with us on-line at www.patiowise.com. If you are interested in placing an order with us over the phone you may contact us at 847-701-3025.
- All phone orders are placed through our on-line ordering system.
- By placing a phone order, you are providing verbal acceptance of our sales policies.
Illinois TaxOrders placed with a shipping address within the state of Illinois will be subject to Illinois state tax of 10%
Tax ExemptIf you are an Illinois business or government agency and feel that you are tax exempt, please fax your contact information and a copy of your tax exempt letter to (847) 991-7189. Once we receive and file your tax exempt letter, we will e-mail you confirming that you are ready to make your tax exempt purchase.
If you wish to set up a terms billing account with us, please click here to apply online. Once your terms application has been approved by our credit department, you will receive a confirmation e-mail with your account information.
ClearanceClearance items are items that we choose to significantly discount for your benefit. Typically clearance items are items discontinued by the manufacturer and that we have a limited supply remaining in stock. Due to the nature of clearance items, all clearance item sales are final and are not returnable.
Coupons / PromotionsWe offer promotions and discounts to our customers on a regular basis. If we have any promotions currently running you may view them at the top of our home page www.patiowise.com.
When you purchase an item, you are also given the opportunity to provide your e-mail address to receive coupon codes and updates on limited offers. This is a great way to stay informed of upcoming promotions and deals. Only One coupon code may be used per order.
Volume Pricing Discounts / Buying in BulkWe offer competitive prices and volume discounts for customers needing to order large quantities of any products found in our online store. If you are interested in ordering items in bulk and do not intend to re-sell the items, please get in contact with us using our Volume Pricing Request Form. Once we receive your request, one of our dedicated sales representatives will contact you with a detailed quote letting you know how much you can save.
WholesaleIf you are interested in becoming a re-seller of one of our products, you may apply on-line to set up a wholesale account. Please click here to apply online. Once your re-seller application has been approved, you will receive an e-mail confirmation with your account and log-in information.
Contact a Sales RepIf you are interested in placing a wholesale or bulk purchase you may speak with one of our experienced sales representatives at 1-847-991-7190 or email us at firstname.lastname@example.org.
General Shipping InformationOrders are shipped weekdays (non-holidays) and our cutoff time for all orders is 4:00pm CST. Delivery transit time (not including weekends) starts once we have filled the order and our carrier has picked up the package.
- We will not provide shipping refunds due to weather related delivery delays.
- Deliveries to remote areas inside the 48 contiguous states may increase delivery time.
- Any order over $300 (US Dollars) will only be shipped via Fed Ex.
- Any order over $250 (US Dollars) will incur an insurance fee.
- We will not be held responsible for packages left outside a resident's door if signature service is NOT requested or if the customer has a signature release on file with Fed Ex or USPS. Customers may select signature required service at the time of order placement. (additional fees may apply).
- The customer will be charged accordingly for any extra fees (refusal of package, wrong address, etc...) that are incurred for the packages billed to their account.
- Some items that are unique in weight or size such as safes or generators are often held at separate locations. Due to the nature of drop ships, shipping times may vary depending on the circumstances / destination.
- Tracking numbers for drop shipments are not provided in the same fashion as normal shipments and can take up to 24-48 hours to obtain. If you are in need of a tracking number for your drop ship order please contact us via e-mail at email@example.com or via phone at 847-701-3025 and one of our representatives can assist you.
- We will not accept responsibility for fees incurred if a drop shipped item is marked as undeliverable and has additional holding or return to sender fees.
Refused Packages and/or Undeliverable PackagesCustomers will automatically be charged a service fee for the following reasons.
- Any refused package.
- Undeliverable packages due to incomplete address information, no signature on file, or no recipient at the shipping location provided.
- Re-shipment of packages returned to us.
Merchandise Damaged in Transit
- If your merchandise arrives damaged you must notify us before returning it.
- We must be notified within one business day to ensure proper handling of your claim.
- Some shipping companies require that a representative come to your home to inspect the package. Remember to keep the original packaging, and do not discard the shipping box.
- After inspecting the damaged parcel, the representative will return it to us. This procedure needs to be followed in these rare occasions.
- Once you submit your order, you will receive an e-mail confirmation which will show the status of the items you ordered, the amount paid, and confirm your method of shipment. This is an automated e-mail so please check your spam/junk mail.
- We may contact you via e-mail to inform you of the inventory status of your order, or to ask for additional information if your order comes up as potentially fraudulent. In these rare cases please be sure to check your spam/junk mail for our inquiries.
Changing or Canceling Your OrderOrders that contain a Drop Ship / Direct Shipment By Manufacturer item CANNOT be changed once your order has been placed. We apologize for any inconvenience but these are sent directly to manufacturer as soon as its placed
For all other orders, If you would like to change the shipping method, address, contact information, or other details regarding a recent order you have placed, please visit our order status page to see the status of your item.
Does your order show tracking information?
- If yes, we apologize for any inconvenience this has caused, however, we are unable to make any changes to your order as it has already been shipped.
- If no, please e-mail us at firstname.lastname@example.org or you may call us at 847-701-3025 before 2pm CST, Monday-Friday, on the day of your order.
Order Status and TrackingIf you would like to track the status of your order, view the shipping method, or other details regarding a recent order placed, please visit our order status page.
Request an Invoice
- If you have made a recent purchase with us and would like a copy of your invoice please go to our order status page.
- Please enter your order information. After viewing your order, click on the Invoice button to view and print your invoice.
Items out of Stock or on BackorderFrom time to time it is unavoidable that stock shortages will occur, why?
- Demand for an item is much higher than expected and our manufacturer needs time to restock our supply
- The manufacturer has an unforeseen backorder of an item due to a shortage of parts, materials, etc...
- Delivery delays can be caused by transportation strikes, natural disasters such as floods, tornadoes, snow or rain storms etc...
- The estimated in stock date of an item is subject to change at any time, but we try to maintain the most accurate information that is available to us.
If you have ordered an item that is on backorder, it will be shipped out as soon as we receive the product into our inventory.
Return Policy and InstructionsOur goal is to provide our customers with the best products available. We conduct extensive testing on each product to look for the best compatibility, fit, finish, ease of use and quality. In the event you are dissatisfied with a product, please contact us within 30 days of the shipment date at our returns department for an RMA (Return Merchandise Authorization) number so that we can ensure proper tracking of your return.
- You must contact us within 30 days from the date you receive your item for Patio Wise to process your return.
- Once we receive your RMA request, we will issue an RMA instructional e-mail, which will explain how and where to ship the returned items to.
- Please check your spam/junk mail folder for the instructional e-mail
- After we receive your return, please allow 10 business days for us to process your transaction. Items that are considered as Drop Ship / Direct Shipment via Manufacturer could take additional processing time.
- Shipping charges will NOT be refunded (this includes the original shipping charge and the return shipping charge).
- Any packages shipped to us without an RMA will be refused at time of delivery.
- All returns have a 10-30% re-stocking fee, unless they were damaged in transit or are defective.
- All sales on clearance items are final and are not returnable.
- For all items purchased through the online brand store all warranties start from the date of purchase with applicable receipt.
Please go to the ORDER STATUS page if you would like to start the return process on an item.
- You must contact us within 24 hours of receiving your product to claim an item as damaged.
- Please take pictures and retain all original packaging including the shipment box/pack, this will assist us in filing a claim.
- Depending on the nature of the damaged item we will either e-mail you a shipping label or send you a replacement product with a shipping label for the defective item to be sent back.
- We will not be held responsible for the shipping of a damaged item back to us if you do not opt for a replacement.
- If our returns department finds that the item is not damaged, you may be responsible for additional shipping costs as well as a 10-30% re-stocking fee.
Please call Customer Service at 847-701-3025 to start the replacement process for the damaged item that you have received.
- You must contact us within 30 days of receiving your product to claim an item as defective.
- Depending on the nature of the return we will either e-mail you a shipping label or send you a replacement product with a shipping label for the defective item to be sent back.
- We will not be held responsible for the shipping of a defective item back to us if you do not opt for a replacement.
- If you do wish to have your item replaced, you will be charged the amount of the new item and asked to ship the defective item back. Once we receive the defective item back, including original parts and packaging, we will issue a full refund for the item.
- If our returns department finds that the item is not defective, you may be responsible for additional shipping costs as well as a 10-30% re-stocking fee.
Please call Customer Service at 847-701-3025 to start the replacement process for the defective item that you have received.