FAQs
Shipping & Delivery
Where do you ship?
We ship free to the continental US. Canada shipments will incur a fee. Exceptions:
- Alaska, Puerto Rico and Hawaii – please contact us for a personalized quote. We always charge you our cost, no more.
- Flatbed (FTL – Full Truckload) shipments. We charge $1,299 for FTL shipments.
We can also ship outside the US. In these cases, you will be responsible for all duties, import taxes, and freight costs.
What's my order status?
If you have received a tracking number, please click the tracking link included in your Shipping Confirmation email. You can also copy the number to the carriers website.
Please allow 24 hours for the tracking information to populate on the carriers website.
How long does shipping take, and where is it coming from?
Our handling time is 3 - 5 days and your order will be delivered within 5 - 10 days in most cases. Larger or custom items may take longer. We ship most of our orders from Ohio, so if you live near delivery could take just a few days or less.
Do I have to pay state sales tax on my order?
Currently, yes. We're working hard to change this, and very soon, orders will be sales-tax free! (with the exception of a few states)
Order Scenarios
Where is my order?
If it has been 5 business days since the date of you placing your order, then please send us an email with your order number or your name and email address. If you have not received an order confirmation, please check your spam and promotion folders, etc.
Can I adjust or change my order?
Yes! – if you're quick enough. We place your order with the manufacturer as soon as possible. Reach out by phone, live chat, or email immediately and as long as your order hasn't been dispatched, we can change it. If the order has been dispatched, it can no longer be adjusted.
What if my order arrives damaged or incomplete?
Before signing any paperwork, please carefully inspect the items delivered to you. Look for any visible signs of damage, such as dents, scratches, or punctures, and be sure to note any issues on the delivery receipt. Signing a receipt without noting damage indicates your acceptance of the order in perfect condition.
However, if you notice something wrong after the delivery, don’t worry - we’re here to help! Contact us, and we’ll send any missing pieces free of shipping charges or additional fees. Please report any missing or damaged items within 48 hours by emailing us at sales@sunstonepatios.com or through our Contact Us page.
For “concealed” damages (damage not visible at delivery), please notify us immediately by emailing sales@sunstonepatios.com or using our Contact Us page.
I want to cancel my order. How?
To cancel your order, please contact us as soon as possible. As long as your order hasn't been dispatched yet, then we can cancel your order.
How long will my refund take?
If your refund has been issued and you have received an email confirmation, the refund will be immediate for PayPal Express Checkout orders.
Refunds for card payments may take up to 10 business days.
Payment & Billing
What payment methods do you accept?
We accept all major credit and debit cards, Google Pay, Apple Pay, PayPal, as well as financing via Shop Pay.
Are payments and shopping your site safe?
We use 256-bit SSL encryption via our website host Shopify, which you can see at the top or bottom of your screen if you click the URL field, showing "https://". This means that your connection is secure and encrypted.
I canceled my order, where is my refund?
You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If you paid with PayPal, you'll receive the refund immediately as it's issued.
