• Shipping Information
• Return Policy
• Canceling an Order
• Damaged Shipments
• Price Match Guarantee
• Payment Options
  
• Privacy Policy
• Security Statement

SHIPPING INFORMATION

Customer orders received by Soothing Patios are typically sent UPS, FedEx, U.S. Postal Service or freight carrier. If you would like a quicker delivery time, other than usual standard shipping times of 3-7 business days (orders made to order will take longer due to their customization), please contact a customer service representative at Soothing Patios and they will try to accommodate your request.
*Please contact customer service if you would like to know estimated processing and shipping times on your order to your destination.

Free Shipping Offer

Most products offered by Soothing Patios qualify for free shipping within the Continental US. Some products also ship free to Canada and Puerto Rico (please contact a customer service representative to see if your item qualifies for free international shipping). If you have a question about your product shipping, feel free to contact a customer service representative at Soothing Patios to help answer any and all questions.

In order to ship a product outside of the Continental US, please call Soothing Patios to receive a shipping quote. Please have on hand, the name and product code for the item that you are inquiring about, as well as the full address of the intended recipient at the time of your call to Soothing Patios.

No Tax Offer

The Soothing Company offers a no tax incentive to all locations except orders being delivered to Washington state.

Truck Delivery

Any item that is purchased, that is extremely large in size or weight, must be sent via independent freight carrier. Please note the following information regarding freight carrier deliver:

• -The delivery driver dropping your item off will deliver your item curbside. They are not required to assist in getting the product into your home, or onto your driveway. If asked, they may or may not assist you in this process, as they’re not required. These special services are the responsibility of you, the customer. We do not pay for any storage fees that may result if the item is not immediately delivered to the customer.
• -Any change of original shipping address of a product is not the responsibility of Soothing Patios and any fees associated with the change are the responsibility of the customer.
• -White Glove delivery service may be available in some areas, by some trucking companies. White Glove delivery service, if it is arranged, is the responsibility of the customer.
• -Please note that very heavy items will require a forklift to move them from curbside drop off to their determined location. A great resource for this is a local contractor or landscaper.
• -If there is any damage suspected upon deliver, please mark the bill of laden- SUBJECT TO INSPECTION, so any issues that may arise can be corrected, or part replaced. Please contact Soothing Patios immediately to report any issues or damages.

 

Expedited Shipping Policy

Any additional charges for Expedited Shipping WILL NOT be refunded on shipments that are postponed due to causes outside of shipper’s control, including but not limited to the following:
The nature of the shipment, defect, or inherent vice of the product; Failure of the Shipper or Consignee to observe any term contained in these Air Freight Terms, including but not limited to improper or insufficient packaging, securing, addressing or marking of any shipment, including the omission of, or provision of, an incorrect Consignee address or ZIP code on the Air Waybill, providing insufficient information, or the Shipper’s failure to follow any term related to shipments that are not acceptable for transport. Acts of God, weather conditions, environmental or hazardous goods, incidents, perils of the air, public enemies, public authorities acting with actual or apparent authority, acts of omissions of customs officials or similar authorities, the application of security regulations imposed by the government or otherwise applicable to the shipment, authority of law, quarantine, riots, strikes or other labor disputes or disturbances, civil commotions or hazards incident to a state of war, local or national disruptions in ground or air transportation networks or systems due to events beyond our control, disruption or failure of communication and information systems, disruption or failure of utilities, or other circumstances beyond our control (hereinafter referred to collectively as “Force Majeure Events”). Compliance with laws, government regulations, orders or requirements, or any cause beyond our control.

The following shipments are not eligible for Guaranteed Service: Shipments destined for delivery to locations outside the service area for Next Day Air Freight or 2nd Day Air Freight.
Shipments referenced on Section 21 SHIPMENTS NOT ACCEPTED Guaranteed Service for on-schedule Next Day Air Freight and 2nd Day Air Freight within the United States will be extended by 90 minutes on the Day after Thanksgiving and on December 18th through December 24th.

Return Policy

Soothing Patios is confident that you will be ultimately satisfied with your purchases.
If, for some reason this is not the case, you may return or exchange your items within 30 days of receipt, for a small restocking fee (15%) less any shipping charges that were incurred. Items returned to Soothing Patios should be in new and unused condition, as well as packaged in the original manufacturer’s box. In order to receive full credit on your return, all parts, pieces, accessories, registration cards etc. must be returned along with your item.

PLEASE TAKE NOTE THAT ORIGINAL SHIPPING IS NON-REFUNDABLE, even if you received Free Shipping, you will be charged the actual shipping charges that we incurred to ship the item to you.

How to Return a Product

In the rare likelihood that you should need to return an item to Soothing Patios, please follow these instructions:

• -Contact Soothing Patios to obtain a RMA (Return Merchandise Authorization) number. An RMA is required in order for Soothing Patios to process a returned item. Returns that are received without an RMA are subject to being refused, so please be sure to receive an RMA before attempting to return an item purchased from Soothing Patios.
• -At the time of your call to Soothing Patios to receive an RMA, you will also receive a return shipping address to send your return back.
• -Carefully repackage your return item in the original manufacturer’s packaging that it was received in, along with all parts and paperwork that was included. You will be charged a replacement fee for any missing items, or you will receive no credit if the manufacturer cannot supply replacement parts.
• -Return your item via UPS or another insured shipping provider. Soothing Patios recommends insuring your package, as we are not responsible for the loss or damage of items being returned. It’s recommended to insure the package for purchase price. If for some reason we receive a return that has been damaged during shipment, we will contact you immediately so you may file a claim with your shipping company.
• -Place a shipping label on the box (including RMA (Return Merchandise Authorization) number, written on the shipping label), and return your item to the address given to you by a Soothing Patios customer service representative. PLEASE DO NOT WRITE DIRECTLY ON THE MANUFACTURER’S BOX, please use a shipping label so that the box can be reused. A box replacement charge will be incurred if the box is written on.
• -The RMA (Return Merchandise Authorization) number, given to you by Soothing Patios customer service representative, expires 10 days from the date of issue. As such, please return your item as soon as you receive your RMA.
• -Once your return is received, it will be processed and inspected for damage or missing parts. After your return is processed, your credit card will be credited back for the original purchase price, minus the original shipping cost and the 15% restocking fee, as well as box replacement fee if needed. Please allow 1-2 weeks for a return to show up as a credit on your statement.
• -A confirmation email will be sent to you when the money has been refunded to the original credit card.
• -All products are charged with a 15% restocking fee, and returns may not be refunded if item is returned in less than new and unused working order. Custom items, built-to-order and personalized items obviously cannot be returned due to their specific, one of a kind uniqueness.

For information regarding the return of damaged items, please refer to our section on Damaged Shipments.

 

ORDER CANCELLATION

Soothing Patios requests that any cancellation of an order must happen within the first 24-48 hours after the order was placed. If the item/s have already shipped, please contact Soothing Patios customer service department to alert us to your desire to cancel your current order. If the order has already begun to be processed by the manufacturer, the customer is responsible for the 15% restocking fee mentioned in our How to Return a Product Section.
PLEASE NOTE that any made to order, custom or personalized items cannot be returned due to their one of a kind stature.

Damaged Shipments

 

**IMPORTANT**

Freight Damage Rarely Occurs, however:

All packages, crates, and pallets must be inspected upon delivery. In the event that a package, crate, pallet, or item is damaged due to shipping please NOTATE the damage on the Delivery Receipt and REFUSE the Shipment.  They will return the shipment to the warehouse.  The driver should wait and be ready to accept the damaged goods and return to the warehouse for repair.

The shipping insurance is null and void once the package is delivered and signed for by the receiver.  Soothing Patios will not be held responsible in the event of damage to your item once the cosignee has signed off the bill of lading. Once signed, the cosignee has agreed that the shipment was received in good condition unless notated on delivery receipt.

If your item was shipped via Fedex, UPS, or USPS and left at your door without a signature needed please contact us within 48 hours of delivery of any damages.  After 48 hours you will be responsible to file a claim with the carrier.

 

Price Match Guarantee

Soothing Patios works hard to bring you reasonably affordable prices on all of our products. If you have found a better price for a specific item, at another authorized dealer, we will match it, guaranteed. In the rare circumstance that this does happen, please contact Soothing Patios and we will verify the price. Price Match does not apply to non web-based stores or pickup orders.

We must be able to contact the competitor to confirm the pricing. Price matching is subject to providing proof of the manufacturer’s part number and availability of the product (i.e. current dated advertisement, register, receipt, copy of webpage or catalog page) of a lower price, plus your original receipt to claim your refund for previous purchases (within 30 days). The terms of this guarantee are subject to change without notice. Please note:
If the competitor limits the quantities of the specific product, we reserve the right to do so as well. If the offer is stated to be “while supplies last”, we reserve the right to confirm that the competitor does in fact still have the item in stock. Soothing Patios Price Guarantee does not apply to competitors bonus offers, free offers, auction websites, non-retail (wholesale) websites, private sales, special orders, typographical errors, clearance sales, liquidation sales, mail-in rebate offers, or where a service commitment is included in the transaction. Internet competitor offers must include shipping and handling charges as the basis for comparison. Additionally, we must be able to verify that it is the exact same product, in new/unused condition.

Payment Options

We accept all major credit cards, checks, money orders, and payment via Google Checkout.
All payments should be made payable to The Soothing Company if you would like to pay via Purchase Order.

Privacy Policy

Soothing Patios respects and values our customers’ privacy. NO information supplied online to Soothing Patios is sold or rented to third parties. However, there are times that we must share customer information to help with fulfilling order requests.

How does The Soothing Company Use Your Information?

When you make a purchase from Soothing Patios, we use your information to process you order as well as obtain your contact information in case we need not contact you about your order. In addition, you will be signed up to receive bonus material from Soothing Patios such as email updates regarding our products, promotions, contests and services.

Saving your information on Soothing Patios website allows you to receive these email updates. If you choose to participate in a contest of promotion, you may choose to receive email updates about our products, services, contests and promotions.

If at any time you choose to remove yourself from our email or mailing updates, just contact Soothing Patios customer service. Please be sure to include your email address, full name and password.

Links to Other Web Sites and Services

Soothing Patios may contain links to other sites that are not under our control. These websites have their own policies regarding privacy, which we highly recommend you review before visiting them. We are not responsible for linked web sites, and provide this links solely for the convenience of information for our visitors.

Security Statement

Shopping with Soothing Patios is 100% Safe and a Secured Site – GUARANTEED!

The purchase area of Soothing Patios website is 100% secure. We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information such as your credit card number etc.. Information passed between your computer and our Website cannot be read in the event it is intercepted by someone else.

When you place your order with Soothing Patios, you are automatically connected securely to our Secure Web Server. You may even receive a message from your web browser alerting you to this, depending on how your browser is configured.

WHAT SHOULD I LOOK FOR TO INSURE SECURITY OF MY PERSONAL INFORMATION?

To be sure that you are accessing our secure server before you submit personal financial information, look at the lower left hand corner of your browser. You want to see an unbroken key, or a closed lock (depending on your browser). When you see this, it means that SSL is active. To double-check security, look at the URL or Location line of your browser. If it read “https” it indicates that you are in a secure server, as opposed to “http” which indicates that you are not.