Shipping & Returns

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

 

Order Shipment:

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  Custom/specialty or made to order items will have longer lead times depending on the item.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at sales@CraftmarkPatio.com

 

Return Policy

Damages/Defects:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it on the delivery receipt when signing for delivery.  If your item(s) do arrive damaged, please send photos to returns@CraftmarkPatio.com within 24 hours of receiving your shipment.  If there is no damage to the packaging, please check for concealed damage by opening the packaging.  Keep the packaging until you have determined there is no damage and all is well.  If there is damage to your order, please take pictures and send them to returns@CraftmarkPatio.com along with your order number and a description of the damage within 72 hours of receiving your items.  We will review your claim and work  with our manufacturers and/or shipping company to resolve the issue.  

We’ll provide return instructions for the damaged or defective item, please do not return items without a RMA #, the shipment will be refused without it.

 

Cancellations & Refunds:

Most orders can be cancelled before processing and before shipping.  If your order has shipped, you will be responsible for outbound and return shipping charges and possible restocking fee.  Please note:  Some items are made to order and are considered customized so they may not be cancelled, returned or exchanged. 

Any refund granted will be credited to the same payment method you used when you placed your order.