Shipping policy

This Shipping Policy explains FlexPatio’s shipping methods, delivery timeframes, tracking procedures, and delivery guarantee.

FlexPatio Delivery Guarantee™

In-Stock Orders Only

The FlexPatio Delivery Guarantee™ applies to 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, calculated from the original purchase date, FlexPatio will provide compensation as follows:

  • 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 remains undelivered for more than 30 days solely due to reasons attributable to FlexPatio, the customer may cancel the order without penalty and receive a full refund.

Customer-Caused Delivery Delays

Time attributable to a customer-caused delay will not count toward the FlexPatio Delivery Guarantee™ timeline.

Customer-caused delays include, but are not limited to:

  • Failure to respond to the carrier’s calls, messages, or delivery scheduling requests
  • Unavailability for a confirmed delivery appointment
  • A request to postpone delivery
  • Incorrect or incomplete shipping or contact information
  • Refusal or failure to accept delivery

When contacted by the freight carrier, the customer is expected to select an available delivery date within three days of the carrier’s initial contact.

If the customer requests a delivery date outside this three-day period, the additional waiting time will be excluded from the delivery guarantee calculation. The 30-day and 45-day timelines will be extended by the number of days attributable to the customer-caused delay.

Exclusions

The FlexPatio Delivery Guarantee™ 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

Free Shipping

FlexPatio provides free standard shipping on all products delivered to eligible addresses within the 48 contiguous United States. This applies to pergolas, accessories, replacement parts, and custom-order products purchased through our website.

There is no standard shipping charge for products purchased from FlexPatio.

Charges may apply only to optional upgraded delivery or special handling services specifically requested by the customer. Any applicable charge will be disclosed and confirmed before the service is arranged.

Shipping Methods

Pergolas and other oversized products are primarily shipped by truck through professional LTL (Less Than Truckload) freight carriers.

Smaller accessories or replacement parts may be shipped separately through a parcel carrier when appropriate. Products included in the same order may arrive in separate shipments.

Once an order has shipped, FlexPatio will send a shipment confirmation email containing the available carrier and tracking information.

Delivery Timeframes

In-Stock Products

In-stock products are generally delivered within 5–15 days of purchase.

During peak seasons or periods of unusually high freight volume, delivery may take approximately 25–30 days.

Delivery time may also be affected by:

  • Remote delivery locations
  • Severe weather
  • Holidays
  • Freight network disruptions
  • Difficulty reaching the recipient
  • Delays in scheduling or accepting delivery

The FlexPatio Delivery Guarantee™ remains subject to the terms stated above.

Custom Orders

Custom-made and made-to-order products require additional production and transportation time. The estimated delivery timeline for a custom order is generally three to four months.

The actual timeline may vary depending on product specifications, the production schedule, and the delivery location. Custom orders are not covered by the FlexPatio Delivery Guarantee™ for in-stock products.

Delivery Areas

FlexPatio currently ships to eligible addresses within the 48 contiguous United States.

We do not currently ship to:

  • Alaska
  • Hawaii
  • Puerto Rico
  • APO/FPO addresses
  • P.O. Boxes
  • International addresses

A complete residential or commercial street address and a valid telephone number are required for freight delivery.

Freight Delivery and Appointment Scheduling

LTL freight deliveries require an appointment. The freight carrier will normally contact the customer by phone, text message, or email to schedule delivery.

Please ensure that the shipping address, telephone number, and email address provided with the order are complete and accurate. Customers are responsible for responding promptly to the carrier’s scheduling requests and being available during the confirmed delivery window.

If the carrier identifies an access or delivery issue, FlexPatio will work with the customer and the freight carrier to coordinate an appropriate delivery solution. The shipment will not be redirected to an alternative delivery location without prior communication and confirmation from the customer.

Please do not rely solely on online tracking for the final delivery date. The delivery appointment confirmed directly with the freight carrier will determine the scheduled delivery window.

Unless a different service has been confirmed in writing, standard LTL freight delivery is curbside delivery and does not include installation or placement at the final installation site.

Damaged or Lost Shipments

If a shipment is damaged or lost in transit, please contact FlexPatio as soon as possible. FlexPatio will work directly with the carrier to investigate the issue and determine the appropriate resolution.

Please provide your order number, a description of the issue, and any available photos or videos of the product, packaging, shipping labels, or delivery documents.

Depending on the circumstances and the applicable policy, the resolution may include replacement parts, product replacement, exchange, or refund.

Please do not dispose of damaged products or packaging until FlexPatio confirms that they are no longer required for the freight claim.

For additional information regarding returns, exchanges, and refunds, please refer to our Return Policy.

Tracking Your Order

After an order has shipped, a shipment confirmation email will be sent to the email address provided at checkout.

The email may include:

  • A direct link to the freight carrier’s tracking portal
  • A third-party tracking link
  • The carrier’s name and tracking or PRO number

LTL freight tracking may update less frequently than standard parcel tracking. For the most current delivery information, customers may contact FlexPatio or the freight carrier directly.

When contacting FlexPatio about a shipment, please provide your order number.

Changes to Shipping Information

Customers are responsible for confirming that the shipping address, telephone number, and contact information are accurate before placing an order.

To request a change, please contact FlexPatio as soon as possible.

Once an order has entered production or has been transferred to the carrier, changes may not be possible. Address changes after shipment may also cause delays or require additional carrier arrangements.

Contact FlexPatio

For questions about shipping, tracking, delivery appointments, or your order, please contact us:

Email: support@flexpatio.com