ePatioUmbrellas, Inc. - Policies, Terms and Conditions
100% Satisfaction Guarantee - The ePatioUmbrellas Guarantee is simple… We offer you, our customer, the best overall service, value and products available anywhere on the net. Our goal is to reward your patronage with an easy, safe and stress free way to shop online. If at any time before, during or after the buying process you are not satisfied with your product, service, price… or just think you made a mistake with your purchase, there are no worries… We have Hassle Free Return Policy and will gladly take that item back and help you any way we can! Simply give us a call, or email and we’ll get a Return Authorization right on out to you… It’s that easy!
Acceptance of Terms & Conditions:
1) Online Orders: By processing any order through ePatioUmbrellas online website, customer acknowledges acceptance of the terms and conditions herein. A copy of the order transaction including all terms and conditions will be automatically sent via email to the purchaser of any order at the customers email address given at the time of order. It is the customer's responsibility to fully read and understand these terms and conditions.
2) Phone Orders - By placing an order over the telephone verbally through ePatioUmbrellas customer service department, email or fax, customer is acknowledging acceptance of the terms and conditions of this website. A copy of the order transaction including all terms and conditions will be automatically sent via email to the purchaser of an order at the customers email address given at the time of order. It is the customer's responsibility to fully read and understand these terms and conditions herein.
3) Cancellation Policy - Orders may be cancelled within 48 hours of placement for any reason, provided the order has not been shipped. Certain quick shipment items can ship within 48 hours of the order being placed. Should a customer choose to return a quick shipment product, it must be accepted by the customer and ePatioUmbrellas customer service contacted to arrange for return shipping. If it is refused upon delivery the fees will be deducted from the refund. We will work with you, please keep us in the loop. Cancellations must be submitted in writing via email, and or standard post, this is for your protection. All cancellations shall be responded to in the same manner with a cancellation confirmation. If you do not receive a confirmation, please contact our customer service department immediately. Customer is responsible for all incurred costs including shipping in both directions if this procedure has not been confirmed and completed in written format. Should an item be refused delivery without proper authorization, customer shall be responsible for incurred costs as well.
Note: If a custom or special order including special order fabric has been processed to a manufacture and work has been performed, orders are considered non-cancelable.
Return and Warranty Policies:
Please refer to individual product order pages for specific conditions pertaining to manufacturing lead times, additional shipping parameters and or other additional options regarding your order.
4) Return authorization - All Items must have a valid RA# (return authorization number) before being returned. Customer must contact ePatioUmbrellas in writing via email or standard post service to obtain a return authorization number (RA#) prior to returning any product. Should any questions arise, it is the customer's responsibility to contact ePatioUmbrellas for further clarifications. ePatioUmbrellas is not responsible to credit funds of any type or contact any customer regarding items that have been returned without prior written authorization and approved return authorization number.
5) General Policy –All of our products are warranted to be free of manufacturing defects. If for some reason a challenge or defect has occurred with a product, customer must contact us via email or standard post within 7 days of product delivery.ePatioUmbrellas.com will arrange return shipping. We reserve the right to repair, replace or refund such merchandise at ePatioUmbrellas.com’s discretion. Our refund policy does not cover items damaged due to misuse, neglect, wind, weather conditions or other "Acts of God". It is the customer's responsibility to properly care for, maintain, store and safely use the products ordered. If any questions arise about proper use, please email questions to email@example.com.
Requests to return items for any preference reason must be made in writing within 10 days of the delivery date of the item.When returning an item for any reason, the item MUST be packaged in the original carton. Items that have been scratched or dented by, set up, placement in stands, bases or tables, movement of furniture, etc., are considered un-sellable and or no longer as new condition. Un-sellable items will not be accepted for return unless there has been a clear manufacturing defect or warranty issue.
We offer a Hassel Free return policy, to include helping our customers with the return shipping costs by offering our reduced rates. Refunds for preference returned items returned in 100% resalable condition will be given for the purchase price less the shipping and handling costs incurred.We can offer our discounted rates for the return shipping, just give us a call, this includes all forms of delivery.In cases of verifiable manufacturing defect ePatioUmbrellas.com will arrange for merchandise to be picked up at ePatioUmbrellas.com’s expense. ePatioUmbrellas.com reserves the right to repair or replace such merchandise at ePatioUmbrellas.com’s discretion any time after delivery of the products. If it is determined on inspection that there is no defect and the product is not in 100% sellable condition, the refund amount will be prorated to reflect the current sellable state of the product and all shipping costs incurred by ePatioUmbrellas.com will be deducted from the refund.Refunds are issued within 10 days of our inspection of returned items. Should any item be refused delivery and returned without authorization, any manufacturer restocking fees of up to 25% plus all shipping and handling fees are non-refundable. Please remember we are here to help so contact us rather than refuse delivery.Only items with proper return authorization numbers are eligible for a full purchase price refunds.
While we offer free shipping on our entire online selection of products, there are times when we help customers find replacement parts, additional add-ons and specialized items. At that time we may have to charge the shipping fee to get that product shipped straight to your door! There are no hidden charges; we will quote the entire order prior to taking your payment!
6-A) Umbrellas & Stands - All items must be physically inspected directly out of the box without being placed in a stand or table. Should any damage including, SCRATCHES, DENTS, Rips and or Tear's of Fabric from placement in stands or tables occur, said items are no longer considered as new and will not be accepted for refund or replacement. Actual umbrella fabrics and components may vary slightly from color charts and or pictures as displayed due to particular lighting effects, computer monitor displays, graphics and availability of particular seasonal items. Therefore, ePatioUmbrellas cannot be held accountable for any persons who improperly decide a specific color choice or unit style dependant on the visual picture only. Customers may contact ePatioUmbrellas prior to order and request the procedure for fabric samples.
6-A1) ShadeScapes USA Disclaimer - PLEASE THOROUGHLY READ OWNER’S MANUAL, INSTRUCTIONS AND WARRANTY BEFORE INSTALLATION, ASSEMBLY AND OPERATION. Please be advised that manufacturer warranties do not cover damage caused by incorrect installation, wind, improper canopy folding, or wrongful use of the product. Read all manuals and instructions carefully to ensure proper installation, assembly and operation. Once installed, ensure all users are properly trained in operation and wind guidelines. On the subject of wind resistance, always use COMMON SENSE: If it is too windy to be outside enjoying the day, it is always best to lower/collapse the fabric canopy structure. It is also best to keep the fabric canopy structure lowered/collapsed when unattended. See the Owner’s Manual (Shademakers) and Instructions/ Warranty (Paraflex, Rimbou, Ingenua) to find installation, assembly, and operation instructions in addition to detailed wind guidelines for the specific shade solution purchased. TRANSIT DAMAGE - Claims made for damage to goods while in transit should be initiated with ShadeScapes USA within 5 days of receipt of product. Photographs of the damaged packaging and/or concealed damages will provide aid in the claims process. A full inspection of goods upon delivery will dramatically aid in the claims process. In the event that notice of damage is not given within 5 days the claim may be denied.
6-B) Cushions- All cushions are considered custom/special ordered and manufactured to customer's specific dimensions and color specifications. Cushions are non-returnable or refundable unless a clear manufacturing defect has occurred. Cushions may vary slightly in thickness and size dimensions, within 1/4 to 1" due to internal filling compaction, rebound, and styles of edging, stitching and particular internal fill. Cushions are non returnable if size and filling dimension are within the parameters as previously described. All items should be physically inspected directly out of the box and or packaging without being placed in the appropriate piece of furniture. Should any damage including, rips, tears, stains, marks or color transfer, etc., occur from placement in stands or tables, furniture, etc., said items are no longer considered as new and will not be accepted for refund or replacement. Actual cushion fabrics and components may vary slightly from color charts and or pictures as displayed due to particular lighting effects, computer monitor displays, graphics and availability of particular seasonal items. Therefore ePatioUmbrellas cannot be held accountable for any persons who improperly decide a specific color choice or unit style dependant on the visual picture only. No returns will be accepted for improper color choices dependent on the color computer monitor displays. Customers may contact ePatioUmbrellas prior to order to request assistance with color selection prior to ordering product.
6-C) Patio Furniture- Most items are shipped knocked down in cartons (Basic Assembly Required). Some items are shipped via motor freight and are too large for standard UPS or FedEx Ground. Items deemed too large for common carrier may be subject to additional lead times. Items must be inspected for damage at time of delivery and noted on delivery receipt before signing for shipment. Notification of damages must be submitted in writing within 7 days of delivery. All items must be inspected for damage before assembly. Should damage or defects occur customer must contact ePatioUmbrellas in writing prior to assembly. Products that have been assembled or modified cannot be returned for any reason per manufactures guidelines.
6-D) Tiki Umbrellas & Palapas - All items are shipped knocked down in cartons (Basic Assembly Required). Some items are shipped via motor freight and are too large for standard UPS or FedEx Ground. Items deemed too large for common carrier may be subject to additional lead times. Items must be inspected for damage at time of delivery and noted on delivery receipt before signing for shipment. Notification of damages must be submitted in writing within 7 days of delivery. All items must be inspected for damage before assembly. Should damage or defects occur customer must contact ePatioUmbrellas in writing prior to assembly. Products that have been assembled or modified cannot be returned for any reason per manufactures guidelines.
6E) In the absence of a manufacturers defect, preference returns on holidays items after Dec 24th, will be issued in the form of ePatioUmbrellas.com store credit (less shipping charges.)
7) Shipping Policy – At ePatioUmbrellas.com your order SHIPS FREE! There are no hidden fees or added handling charges.ePatioUmbrellas.com will pay the shipping costs to deliver each item right to your front door! Just look at the sale price of your product and that’s all you pay! Need it faster?Call our Customer Service Team at 800-940-6123 for assistance.
*Free shipping includes standard ground or freight service. Free shipping excludes expedited services and shipments to Hawaii, Alaska, and Puerto Rico. Orders shipping to Canada will incur a small handling charge at the time of order (taxes and duties will be collected at the time of delivery).
When a manufacturing defect has been verified ePatioUmbrellas will arrange for return shipping. ePatioUmbrellas reserves the right to repair or replace such merchandise at ePatioUmbrellas discretion. ePatioUmbrellas is not liable for any damage caused by shipping carriers. ePatioUmbrellas will attempt to facilitate and help with all shipping challenges, but cannot be held liable for damaged items that are out of our control.
Note: Should any customer desire to receive an item by a particular date, customer should contact ePatioUmbrellas prior to any order. ePatioUmbrellas will do its absolute best to process each order to the manufacturer within 24 hours of receipt of order or next business day; however, ePatioUmbrellas does "Not" guarantee any item to be shipped and or delivered by any particular date. ePatioUmbrellas is not responsible for any delivery delays due to circumstances out of its control and cannot be held liable for any product that is not delivered by a customer’s anticipated or expected delivery time frame.
7-A) Shipping Lead Times – Shipping lead times details are provided in a link in all products. Once items ship from warehouse, shipping time may take anywhere from 1 to 14 business days dependent on products ordered and particular freight carrier arrangements. Once an item has been manufactured, assembled, packaged and shipped. Standard shipping lead time listed above will apply.
International Orders and Shipping
7-B) Product price is stated in US Dollars.
7-B1) International Shipping - A $25 handling charge per item will be assessed to all International orders ePatioUmbrellas.com utilizes a variety of different carriers based on package size, weight, and destination. The shipping charges incurred on your order do not include custom fees or import duties, which may be incurred when your package reaches your country. ePatioUmbrellas.com has no control over these charges and cannot estimate the amount. We recommend you contact your customs office for specific information. Should a customer request to return an international order, all shipping charges are the responsibility of the customer.
All customs and/or duty charges are the responsibility of the recipient.
It is the customer’s responsibility to handle any additional customs paperwork that would be necessary in the delivery of merchandise.
When receiving goods from ePatioUmbrellas.com, you are considered the importer and must comply with all laws and regulations applicable with your country. All shipments are subject to opening and inspection by customs authorities.
7-B2) Limitations - For products shipped internationally, please note that some manufacturer’s warranty may not be valid; manufacturer service options may not be available; product manuals, instructions and safety warnings may not be in destination country languages; the products (and accompanying materials) may not be designed in accordance with destination country standards, specifications, and labeling requirements; and the products may not conform to destination country voltage and other electrical standards (requiring use of an adapter or converter if appropriate). When ordering from ePatioUmbrellas.com, the recipient is the importer of record and must comply with all laws and regulations of the destination country. You are responsible for assuring that the product can be lawfully imported to the destination country.
7-B3) Privacy - Your privacy is important to us, and we know that you care about how information about your order is used and shared. We would like our international customers and customers shipping products internationally to be aware that cross-border shipments are subject to opening and inspection by customs authorities.
Also, we may provide certain order, shipment, and product information, such as titles, to our international carriers, and such information may be communicated by the carriers to customs authorities in order to facilitate customs clearance and comply with local laws.
If the order is a gift, the package is marked "Gift," but the cost of the item is still stated on the customs form. Customs authorities require the value of the gift item to be stated directly on the package.
7-B4) Customs, Duties, and Taxes - Orders that are shipped to countries outside of the U.S. may be subject to import taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of an international shipment may be subject to such Import Fees, which are levied once a shipment reaches your country. All and any custom fees are the responsibility of the recipient upon receipt of your merchandise.
Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary; you should contact your local customs office for further information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates. . If you have questions regarding customs procedures, assistance can be found at 1-800-461-9999 or on the web at www.cbsa-asfc.gc.ca.
7-B5) Payment of Custom Fees - All and any custom fees are the responsibility of the recipient and due upon receipt of your merchandise. The Shipping carrier will notify you by phone prior to receiving your order to make arrangements to collect any and all Custom fees incurred. Fees are payable by check, money order or credit card. Arrangement for payment of customs fees are made with the shipping carrier. ePatioUmbrellas.com has no control or involvement in custom fees.
8) Tracking Numbers - ePatioUmbrellas computer system will automatically send available tracking numbers through email notification as received from particular distributors as possible. However, not all of ePatioUmbrellas distributors have resources to process shipment tracking numbers though an electronic computer system. UPS, Fed Ex or Freight carrier tracking numbers are not always readily available and are not typically supplied to the customer until after 2 to 5 business days from initial shipment verification. If any shipping disputes or challenges with the order occur, customer should email or contact ePatioUmbrellas with the appropriate name, address, phone number, item number, description of purchase and order number for faster response.
8-A) Tracking Number Requests - Due to extremely high volume of orders processed in the spring and summer seasons, ePatioUmbrellas goal must be focused on processing orders as fast as possible to expedite a speedy shipment. ePatioUmbrellas simply does not have the resources and or time to respond or reply to all tracking number requests until after the minimum manufacturing & processing days have been allotted and or a clear order processing challenge has occurred. Customers should check the product description page of the item they ordered regarding estimated lead times. If the item is noticeably late and or missing subsequent to the last business day of the estimated manufacturing lead time and shipping estimate, customer should contact ePatioUmbrellas via email at firstname.lastname@example.org and include the Name, Order Id and estimated delivery time located on the product description page.
9) Best Price Guarantee - We are so confident in offering you the best deal on-line, that if somehow you find a better price on the same product within 30 Days of your purchase, we’ll not only match it, but refund or credit you 10% of the difference… With a deal like that, how can you go wrong?
Submit for Credit: To take advantage of our Best Price Guarantee prior to ordering, please call us direct and or send us a link to the page you happen to find a lower price on. We’ll simply review the page and give you a discount for the amount of the difference, plus 10% of the difference, with no questions asked.
Submit for Refund: To take advantage of our Best Price Guarantee after you have ordered, please send us a link to the page you happen to find a lower price on. We’ll simply review the page and refund your credit card the amount of the difference, plus 10% of the difference with no questions asked.
110% Best Price commitment: We have gone to great lengths to browse the internet and review pricing from competing vendors everywhere. ePatioUmbrellas has become one of the largest online umbrella dealers in the United States offering the best value for the money on the internet. It is our goal to offer you the best selection, service and value anywhere. If you have any challenges and or questions, our staff is only a phone call away.
Terms: All items must be the exact make, model, and sku#, from the specific manufacturer as referenced by EPatioUmbrellas.com site and or on said manufactures direct lettering as indicated on our website, including corresponding fabric colors, frame types, sizes, etc. Prices difference must include all applicable charges, including shipping, taxes, etc. Should items be deemed below MAP, MARP (Manufacturers contracted terms for Minimum Advertised pricing) set forth by manufacturers, items may not be subject to the price guaranteed. These terms are also subject to any standard terms and conditions as outlined on the terms and conditions page of EPatioUmbrellas.com site. At times certain big box mega stores may purchase specific items at hugely discounted prices and offer items for sale at un-reasonable levels. EPatioUmbrellas will do its best at all times to match these specific deals as possible, however, certain, items may be excluded from our best price guarantee.
Competitor's Coupons - At EPatioUmbrellas we gladly honor our competitors' promotional discounts. To use an online competitor's promotion that you received via email, please forward to email@example.com so that our policy team can review it for approval. Once approved, you will receive an email with instructions for redeeming the discount. Unfortunately, we cannot retroactively adjust prices on any order that has already shipped.
The price considered will be the total price (including shipping charges, taxes, etc.)
We do not match free offers.
We do not accept promotion codes or offerings over the phone.
This guarantee applies only to exact items. It does not apply to products offered wholesale only, at membership only stores, out-of-date or old product, or products that are out of stock at competitor's store.
Typographical errors will not be matched.
At this time, price matching will be honored only for promotions in the United States.
The promotional discount must be available through a marketing campaign such as a newsletter, print ad, or website promotion.
May not be combined with EPatioUmbrellas discounts, promotions, or coupons.
The competitor must have an e-commerce website with a shopping cart and method of payment and contact (phone and/or email).
All promotional discounts must meet the approval of EPatioUmbrellas.com. EPatioUmbrellas.com reserves the right to deny any offering for any reason. EPatioUmbrellas.com reserves the right to update or modify these terms at any time without prior notice.
Exceptions may apply. Please call us at 1-800-940-6123 so that a Customer Service Representative can assist you.
11) Liabilities - Disclaimer of Warranties EXCEPT AS EXPRESSLY STATED HEREIN, EPATIOUMBRELLAS MAKES NO REPRESENTATIONS OR WARRANTIES, EITHER EXPRESS OR IMPLIED, OF ANY KIND WITH RESPECT TO PRODUCTS SOLD ON OUR SITE. EXCEPT AS EXPRESSLY STATED HEREIN, EPATIOUMBRELLAS EXPRESSLY DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, OF ANY KIND WITH RESPECT TO PRODUCTS SOLD ON OUR SITE, INCLUDING BUT NOT LIMITED TO, MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. THAT YOU AGREE THAT IN NO EVENT SHALL EPATIOUMBRELLAS.COM, ITS DIRECTORS, OFFICERS, EMPLOYEES OR OTHER REPRESENTATIVES BE LIABLE FOR SPECIAL, INDIRECT, CONSEQUENTIAL, OR PUNITIVE DAMAGES RELATED TO PRODUCTS SOLD.
12) Product Descriptions - EPatioUmbrellas.com and its affiliates attempt to be as accurate as possible. However, we do not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free. In the event a product is listed at an incorrect price or with incorrect information due to typographical error or error in pricing or product information received from our suppliers, we shall have the right to refuse or cancel any orders placed for products listed at the incorrect price. We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, we shall issue a credit to your credit card account in the amount of the charge. We apologize for any inconvenience this may cause you. If you are not completely satisfied with your purchase you may return it as described in our Return policy.
13) Payments & Credits - All orders are automatically billed to customer's credit card through our secure merchant billing system prior to shipment. Custom orders must be paid for in advance prior to any custom work to be performed. Should a challenge occur, customer must submit a credit request in writing stating the challenge to be resolved and why a credit should be rewarded. Credit requests be emailed to firstname.lastname@example.org and must include, Name, Order ID and a statement of facts. Once a credit amount is verified to be accurate and payable, the actual amount will be credited to the original credit card. If there is a challenge with the credit card, a check will be mailed directly to the intended recipient.