Delivery Information

We believe in great customer service and work hard to exceed a customer's expectations. Any time we have the opportunity to contact a customer directly, regardless of the reason, we want to leave that customer thoroughly satisfied, else we have failed. In matters regarding shipping or returns we can definitely come to a satisfying result as long as we have COMMUNICATION. As long as you let us know what the problem is, we will solve it. Period. Sometimes we lose money but we keep a happy customer.


We do have some information, which over time, has shown to help reduce possible issues. These are listed below. Please feel free to contact us if you have questions or doubts.


RETURNS:
Fairly easy. Send us an e-mail and let us know what you want to return and why. We will issue you an RMA number and you will be credited for the price of that item as soon as we receive it.

  • If the product is unopened or unused and is less than 30 days since delivery, we will always issue an RMA.
  • If the product is defective and you want a replacement we can ship an immediate replacement within 24 hours, but we usually need a credit card number to guarantee return of the defective unit.
  • If the product is defective and you want your money back we will issue an RMA number, examine the defective unit and issue an immediate refund.


INTERNATIONAL ORDERS:
Please contact us via email (support@patioheaterauthority.com) for shipping options for deliveries outside the U.S.


SHIPPING:

We try to ship all orders within 1-2 business days via UPS GROUND, FEDEX GROUND, USPS Priority Mail and USPS Parcel Post. 


If you order more than one product, your items may be shipped separately depending on product / warehouse availability.


FREE SHIPPING:
Free shipping is available for specific items only. If free shipping is not listed for a particular item, it is not available.


PAYMENT METHODS:

You can pay with your Visa, MasterCard, Discover or American Express card. Debit cards are also accepted.


SECURE ONLINE ORDERING: 
You can use your credit card to place your order online 24 hours a day. When you submit an order, your credit card information is sent through a Secure Sockets Layer (SSL) protocol, an encryption method used to send private information across the Internet today.


Your credit card information is not visible at our offices, for security reasons we only get to see the last four digits of your credit card. All credit card information when placing an online order goes directly to our merchant account's server. This information never reaches our server.


When placing phone orders we will require your full credit card information. We will enter your order into our system and shred any documents which contain your credit card information. Once entered into our system the credit card information is sent directly to our merchant account's server and is not stored in our server or facilities.