FAQs

Shipping & Delivery

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. Arranged only by special request. 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.

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.

No! All purchases at Sunstone Patios are sales-tax free, with the exception of orders shipping to Wyoming.

Order Scenarios

If it has been 7 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.

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.

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.

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.

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

We accept all major credit and debit cards, Google Pay, Apple Pay, as well as financing via Shop Pay. We do not accept PayPal at this time.

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.