• Patio Pelican offers FREE SHIPPING on items $50 or more, within the 48 contiguous United States.
• Items $50 or less have a $20 per item shipping charge.
• We cannot deliver to P.O. Boxes; we require a street address.
• White Glove Delivery is available for some products, this will always be stated on the product page (see below)

WHITE GLOVE DELIVERY SERVICE

• Certain items can be delivered via a "White Glove" service, which means:
• The product is dropped off at a preferred location (e.g patio, garage, indoors), at your residence or business.
• All packaging is removed and disposed of (if desired).
• For some products, White Glove delivery is complimentary, whilst for others it is a paid service.
• Availability and cost of the White Glove Service will always be stated on the product page, and in your shopping cart at checkout.
• Full details of our White Glove Delivery Service are set out here.

For any questions regarding our White Glove Delivery Service, please contact us.

PROCESSING AND DELIVERY TIME

Estimated delivery date will always be shown the product page, so be sure to check before purchasing. Typical times as follows:

• Processing time - Up to 3 business days (Mon - Fri) to process your order and get it ready for shipping (unless otherwise stated on the product page). For orders placed after 3pm (CST), the processing time will begin the following day.
• Delivery time - An average of 3-5 business days from the time of pickup depending on your location and the warehouse the products are shipping from. This service includes door delivery for smaller items and for bulky items the carrier will unload them in front of your property. Please note that our carriers are not able to enter your property with this type of delivery.

The estimated delivery times above can vary for made-to-order products, or when availability is limited. 

PROCESS OF DELIVERY

Most items are shipped via a 3rd party “freight” carrier, because they are too heavy or require special handling that standard delivery carriers are unable to manage.

For freight delivery, the typical process is as follows:

• The carrier will call you to schedule a time for the delivery, either in the morning or in the afternoon, but not at an exact time. Patio Pelican is not responsible for the delivery times of products. Once products have been dispatched, it is the customer's responsibility to liaise with Patio Pelican’s nominated carrier company in relation to the date of delivery and to make themselves available to take delivery during the time slot allocated.

• If, for any reason, our shipping partner cannot reach you at the agreed time of delivery, you will need to re-arrange the delivery. We are not responsible for any additional delivery costs incurred.

• Upon delivery, you will be asked to sign a delivery form, in which you confirm that the product was delivered in the correct condition (without obvious defects or damage).

NOTE: For Standard Shipping, your order will be delivered to the curb side only. For heavier items, we strongly advise that you have someone with you to receive your order, or that you opt for the White Glove Delivery Service (below). 

INSPECTION

When your order arrives, please ensure that you inspect the shipment.  Count the number of boxes and items you receive and make sure this matches the delivery receipt BEFORE signing for the delivery.

Inspect the exterior of the box(es) in your shipment when the driver drops your pallet off at your curb.

1. If there is major visible damage to the boxes, please mark "DAMAGED" on the delivery receipt and refuse delivery.
2. If the damage is minor (small tears to shrink wrap or boxes), we ask that you accept delivery of the shipment and mark "DAMAGED" on the delivery receipt.

In either event, contact us within 24 hours at hello@patiopelican.com to report the damage to your shipment.

Once you have accepted delivery, unpack your boxes and inspect the items in your shipment.  It is your responsibility to unpack and inspect your shipment.  If you discover damage to your items after inspection, you must notify us of the damage within 5 business days of delivery.

MISSING ITEMS

• Missing items that are printed on the delivery receipt must be reported to us within 5 business days of receiving your order by contacting our customer service team.
• Please note you must mark the delivery receipt "missing" and notify the truck driver of the short shipment before signing the receipt.
• In the event of missing items, please allow a few extra business days for the carrier to locate the missing items.  If we are unable to locate the missing items, we will ship you a replacement free of cost.

We reserve the right to reject any claim for missing items if the claim is not reported to us within 5 business days of delivery.

STOLEN PACKAGES FOR NON-FREIGHT POSTAL DELIVERIES (USPS, UPS or FedEx)

We are not responsible for stolen packages. If your shipment is marked as "delivered" by the postal carrier, you must file a claim with the postal carrier.

TRACKING NUMBER

Our policy is to keep you informed. When your order is dispatched, we will contact you by email with the relevant tracking information so you can keep a close eye on your delivery. For LTL shipments for larger items such BBQ Grill Islands or Pergolas, you will also receive a call from one of our professional carriers to confirm a suitable time for delivery.

BEYOND POINT

If your shipping address is a ‘beyond point’, then a shipping surcharge may apply. Beyond point surcharge is calculated by the shipping companies. Beyond points are usually defined by difficult access points, narrow roads, gated communities, islands, rural areas or mountains. There is no way for us to ascertain a ‘beyond point’ until we get shipping quotes from our shipper. We will contact you if your shipping address comes up as a ‘beyond point’.

DELAY

Patio Pelican nor the transporter can be held responsible if the delivery cannot take place as a result of the incorrect address or other delivery information provided by the customer.

Patio Pelican is not responsible for delays due to strikes, legal lockouts, or other discomforts caused by its suppliers. In the case of these inconveniences and other events of force majeure, the delivery period shall be extended in accordance with the duration of the disturbance.

To the extent permitted by law, we shall not be liable for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery.

DELIVERY ACCESS

We recommend that you check the dimensions of access points to your home before ordering large items of furniture. You are responsible for determining that merchandise will fit through doorways, staircases, corridors and lifts. Dimensions for our products are listed with most descriptions on the product page.