Shipping policy
Effective Date: April 13, 2026
1. Introduction
Patio Essence is owned and operated by DuBois Direct LLC. At Patio Essence, we provide a clear and consistent shipping experience. This policy explains how we ship orders placed through patioessence.com.
- Service name: Standard Shipping
- Shipping cost: Free shipping is available on most orders within the continental United States. Any shipping exceptions are clearly displayed on the product page and at checkout.
- Total delivery time: 3–9 business days
- Destination: United States
- Coverage: All eligible products unless otherwise stated on the product page
- Order cutoff time: 2:00 PM EST. Orders placed before 2:00 PM EST are generally processed the same business day. Orders placed after 2:00 PM EST are generally processed on the next business day.
2. Shipping Destinations
United States
- We currently ship to eligible addresses within the United States.
- We do not ship to P.O. boxes that cannot accept carrier delivery.
Future expansion
We may add additional shipping regions in the future. This policy will be updated when new destinations become available.
3. Shipping Costs
Free standard shipping is available on most orders within the continental United States. Any shipping charges or exceptions will be clearly displayed on the applicable product page and during checkout before the order is placed.
Applicable taxes may be calculated and charged at checkout when required by law.
4. Order Processing and Delivery Time
The estimated total delivery time is 3–9 business days from the date the order is placed.
- Processing time: 1–2 business days
- Carrier transit time: 2–7 business days
Business days are Monday through Friday, excluding federal holidays.
Some products may require additional processing or delivery time. When applicable, the estimated timing displayed on the product page will take precedence over the general estimate in this policy.
Delivery dates are estimates and may be affected by carrier delays, weather, product availability, holidays, or other circumstances outside our direct control.
5. Shipping Methods and Carriers
Orders are shipped using established national or regional carriers. Depending on the destination, product, and package size, carriers may include USPS, UPS, FedEx, freight carriers, or similar delivery services.
Shipment tracking
When tracking is available, you will receive a confirmation email containing the tracking number or tracking link after your order has shipped.
Large or freight deliveries
Large or oversized products may be delivered by a freight carrier. The carrier may contact you to arrange a delivery appointment. Additional delivery requirements, when applicable, will be provided on the product page or after the order is placed.
6. Order Tracking
After your order ships, you will receive an email with available tracking information.
Tracking information may take up to 48 hours to update after the carrier receives the shipment.
For assistance with tracking, contact us at support@patioessence.com.
7. Delivery Issues
Delayed packages
If your order has not arrived within the estimated delivery window, check the tracking information first. You may also contact us at support@patioessence.com or call 855-935-5380.
Packages marked delivered but not received
If tracking shows that your order was delivered but you cannot locate it:
- Confirm that the shipping address on the order is correct.
- Check around the delivery location.
- Check with household members, neighbors, or building management.
- Allow up to 24 hours, as some carriers update tracking before final delivery.
- Contact the carrier and our customer service team for assistance.
Damaged packages
If your package or product arrives damaged, contact us within 7 days of delivery.
Please provide:
- Your order number
- Photos of the outer packaging
- Photos of the damaged product
- A brief description of the issue
Keep the product and all original packaging until the issue has been reviewed. We will assess the information and provide the appropriate next steps.
8. Lost Packages
If a shipment appears to be lost in transit, contact us so we can review the tracking information and open an inquiry with the carrier when appropriate.
The outcome may depend on the carrier investigation and the circumstances of the shipment.
9. Missing or Incorrect Items
If your order arrives with an item missing or with the wrong item included, contact us within 7 days of delivery.
Please include:
- Your order number
- The name of the missing or incorrect item
- Photos of the package and the items received
We will review the request and provide an appropriate resolution based on the order details and available information.
10. Returns and Refunds
Eligible returns may be requested within 30 days of delivery. Products must meet the conditions described in our Return and Refund Policy.
- Return shipping: Customers are responsible for return shipping costs unless the product arrived damaged, defective, or incorrect.
- Refund timing: Approved refunds are issued to the original payment method within 7 days after the returned product has been received, inspected, and approved.
- Restocking fee: A 25% restocking fee applies to approved returns of non-defective, non-damaged, and correctly delivered products.
Please review the Return and Refund Policy for complete eligibility requirements and instructions.
11. Address Accuracy
Customers are responsible for providing a complete and accurate shipping address at checkout.
Contact us as soon as possible if you notice an address error. We cannot guarantee that an address can be changed after the order has been processed or shipped.
If a shipment is returned because of an incorrect, incomplete, or undeliverable address, additional return shipping or reshipping charges may apply.
12. Refused Deliveries
Refusing delivery does not automatically cancel an order or qualify it for a full refund.
If a shipment is refused and returned to us, applicable shipping, return, handling, and restocking charges may be deducted from the approved refund.
13. Contact Information
For questions about shipping, tracking, or delivery, contact us:
- Email: support@patioessence.com
- Phone: 855-935-5380
- Address: 1851 E Southway Blvd, Kokomo, IN 46902, United States
- Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM EST
14. Changes to This Policy
We may update this Shipping Policy from time to time. Changes take effect when the updated policy is posted on this website.
Thank you for shopping with Patio Essence.
