Home > Customer Service

Customer Service

Customer Service
Having trouble placing an order online? Have a question about a product? Want to check on the status of your order? Just call or email and we'll be happy to take your order over the phone, give you more info about a product and answer any other questions you may have.

How to Contact Us:

Customer Service
Outdoor Patio Shop LLC
River Vale, NJ 07675

CS at OutdoorPatioShop.com

At Outdoor Patio Shop LLC, we take pride in our products and services. We want every customer to be satisfied with their shopping experience!


Because we have personal relationships with each of our manufacturers, very few of our orders arrive damaged or defective. However, as a small business we must protect ourselves from fraudulent or untimely claims. So, to keep our prices as low as possible, we have a strict return policy.

In the rare and unfortunate event that you are unhappy with your item, we will do what we can to fix the situation provided that you adhere to the following policy:

1. Items shipped via FEDEX, UPS or other small package carrier (including USPS):

Items shipped via these carriers are eligible for return if a claim is made WITHIN 48 HOURS OF DELIVERY. We will allow returns/refunds at no cost to you only if the item was damaged or defective - or if the wrong item was sent.

You may be asked to provide photographs showing the damaged or incorrect item before a decision is made. Once your claim is approved, we will issue a return shipping label. Once the return is received, we will either issue a refund or send you a replacement product. You will not incur any additional costs during this process.

2. Items shipped via freight truck (such as Bullet, Yellow Freight, etc.):

Please note - someone must be present to inspect and sign for the delivery. Items shipped via freight truck are NOT RETURNABLE once signed for. Please inspect your boxes for signs of damage BEFORE signing for the freight delivery. In the rare event that an item is damaged or defective, REFUSE the order, DOCUMENT THE DAMAGE ON THE DELIVERY RECEIPT PAPERWORK, and CONTACT US via phone (888-268-8316) or email (CS at OutdoorPatioShop.com) immediately. We will then send out a replacement at no additional charge to you.

Please note: We do NOT issue credits, partial refunds or any other concessions for damaged or defective items.

3. Items that don't meet your expectations.

If you are unhappy with your item for any reason, you may return your item for a refund. However, you must notify us VIA EMAIL within 5 days of delivery. The item must be in its original condition and must still be packaged in its original packaging. We will provide a return authorization number and shipping address when you contact us. If you email us and do not hear back within 2 business days, please call. This is to ensure that your email wasn't intercepted by a spam detector. Please do not return your item unless you have received a return authorization number as doing so may delay or void your return.

To receive your refund, you will be responsible for shipping the item back to us. In addition, all returns (other than for damaged or incorrect items) will incur a 20% restocking fee. Refunds will be issued within 5 business days AFTER the item is received at our warehouse.

4. Receiving your Credit/Exchange

Please give us some time to process your return/exchange. It may take up to 14 business days for us to receive the returned or exchanged product back from you. Within 72 hours of receiving the item back in our warehouse, you will receive an e-mail that reflects that your credit card has been credited.

Please note that unless the return or exchange is a result of an error on our part, we will deduct the actual shipping and handling charges that we incurred to ship your order. All refunds granted are for the purchase price of the product only and can only be issued to the credit card used at purchase.

Order Cancellations and Refusals

If you have placed an order and would like to cancel it, please contact us asap. We will do everything we can to stop the items from being shipped. Depending on the item, if it has been more than 4 hours, we may not be able to stop the shipment. Unfortunately, if you cancel after an order ships, you will be responsible for any restocking fees and related shipping charges that we have already incurred. If you still wish to cancel, you will be refunded the price of your order less those fees and charges.

Unless an order arrives damaged, refusing an order is also subject to restocking fees and the deduction of round trip shipping. We cannot cancel an order unless we receive your request in writing to CS at OutdoorPatioShop.com prior to shipment.

Product Safety & Assembly

Outdoor Patio Shop LLC neither designs, manufactures or ships any of the products offered or sold on this site, and as such, makes no representation or guarantee about the safety of these products, or, in the case of self-assembled items, about whether purchasers who receive such products will properly and safely assemble these items. Product and assembly safety is solely and exclusively the province and responsibility of the manufacturer, the purchaser, and the shipper. Any suspected damage in shipping must be noted at the time a shipment is received with the shipper, and as stated above, must be reported within 48 Hours. Assume that suspected damage may create a potential safety hazard and we advise that you do not use the product.

Product assembly must be done exactly in conformance with the Manufacturer's written instructions, and if offered, the Manufacturer's telephone assistance.

Errors and Omissions

This site reserves the right to cancel any order due to manufacturer's price changes, pricing errors, omissions, mistakes, or for any other reason. While we hope to satisfy every customer and fill every order, occasionally we make a mistake on our website regarding pricing, in-stock status of a product, or description. If this happens, we will notify you of the mistake and ask if you would like to cancel the order or proceed with the correct pricing or information.