Shipping Policy

Thank you for shopping with us! We want to make sure that your shopping experience is as seamless as possible. Below is everything you need to know about our shipping process:

Shipping Methods

  • Express shipping in the continental United States
  • Delivery time: 5-15 days(business days for In-stock products)
    note: during peak order periods, delivery time may be extended to 15–30 days
  • Shipping fee: free（Free shipping on pergola kits, a shipping fee applies for accessories）

Shipping Country

We can only offer delivery to the United States.

Delivery Areas

We offer transportation services for delivery to the 48 contiguous United States.

Please note the following: 

  • Unable to ship to APO/FPO and P.O. Boxes.
  • Unable to ship to Alaska, Hawaii, Puerto Rico, and international addresses at this time.

Order Processing

When you complete your order, we will process it for you within 48 hours.

Please note that orders may be delayed in the following cases: 

  • National holidays and large-scale promotional activities. For example (Halloween, Christmas, Black Friday, Cyber Monday, anniversary sales, etc.)
  • Delayed processing of orders due to stock issues 
  • Payment validation issues (if payment risk is detected, we'll verify your information before shipping, and confirm with you before shipping.)
  • Order information is incorrect or needs to be corrected (Incorrect delivery address, P.O. Boxes, Incorrect zip code, etc.)

Delivery Time

Delivery time is 3-15 business days

Please note that delivery may be delayed in the following cases: 

  • The delivery address is a remote area
  • Holidays and bad weather during transportation
  • Failed delivery by carrier, Unable to reach the recipient

Tracking Orders

You will be notified of your order number and order tracking number by email when it is shipped. For specific inquiries about shipping details you can: 

  • Contact us and provide your order number
  • Track your shipment using the number in your confirmation email (Link>>https://www.17track.net)

Damaged or Lost Items

If an item is damaged or lost in transit, you may contact us for a refund or exchange.

Please note: 

  • Please refer to the return policy for the specific return process
  • Please check for damage when signing for your order
  • For damaged or missing packages please provide your order number and relevant photos or videos

FlexPatio Delivery Guarantee™ (In-Stock Orders Only)

To provide our customers with greater confidence when purchasing FlexPatio products, we offer a delivery guarantee for all eligible in-stock orders placed on or after July 1, 2026.

Delivery Delay Compensation

If an eligible in-stock order has not been delivered within the following timeframes from the original purchase date, FlexPatio will provide compensation:

  • 30 days or more after purchase: 5% of the total order value 
  • 45 days or more after purchase: 10% of the total order value 

Order Cancellation Protection

If an eligible in-stock order exceeds 30 days without delivery due solely to reasons attributable to FlexPatio, customers may cancel the order without penalty and receive a full refund.

Customer-caused Delivery Delays

If delivery is delayed because of the customer, including but not limited to:

  • Does not respond to the carrier’s delivery calls, messages, or scheduling requests
  • Is unavailable for scheduled delivery appointments
  • Requests a later delivery date
  • Provides incorrect or incomplete shipping information
  • Refuses or fails to accept delivery

the delay period caused by the customer will not count toward the FlexPatio Delivery Guarantee™ timeline.
When the carrier contacts the customer to schedule delivery, the customer is expected to select an available delivery date within 3 days of the carrier’s contact. If the customer chooses a delivery date beyond this 3-day period, any additional waiting time resulting from the customer’s requested later delivery date will be excluded from the delivery guarantee calculation.
In such cases, the 30-day and 45-day delivery guarantee timelines will be extended by the number of days attributable to customer-caused delays.

Exclusions

This policy does not apply to:

  • Custom-made or made-to-order products
  • Out-of-stock or backordered products
  • Delays caused by the customer
  • Force majeure events or circumstances outside FlexPatio’s reasonable control