Frequently Asked Questions
Encountered a problem? No worries, we're here to help. We've compiled issues regarding products, orders, and shipping for your reference.
Product FAQs
What materials are used to create patiomall furniture?
Our furniture is made from environmentally friendly wood, ensuring a green, low-carbon, and recyclable approach. For outdoor tables and chairs, we often utilize materials such as high-density polyethylene (HDPE) and high-impact polystyrene (HIPS), both of which are recyclable and eco-friendly plastics, making them safe for both humans and the environment. In addition to these environmentally friendly plastic materials, we also incorporate aluminum, stainless steel, and other materials for canopies, accessories, and other products.
What is HIPS and HDPE?
- HIPS (High-Impact Polystyrene): It is a type of plastic polymer known for its toughness and high impact resistance. It is widely used in the production of packaging materials, electronic casings, and toys.
- HDPE (High-Density Polyethylene): It is a type of plastic with a high strength-to-density ratio. It possesses multiple advantages such as chemical resistance, moisture resistance, and impact resistance, making it particularly suitable for manufacturing outdoor products. Additionally, HDPE is recyclable and is often used in eco-friendly initiatives due to its sustainability and low environmental impact.
Is the lumber color only painted on the surface?
The color of our lumber is not simply painted on the surface. Instead, light-stable pigments, along with UV inhibitors and stabilizers, are integrated throughout the material. This way ensures continuous protection against harmful environmental degradation. Our lumber doesn’t require painting or waterproofing, thanks to these features!
Will the furniture fade and deform over time?
Our furniture’s light resistance meets the American Grade 4 standard, and the outer layer of the furniture has undergone UV protection treatment, which effectively prevents fading and discoloration.
Will there be significant color differences between different products?
While we strive to accurately represent product colors on our website, please be aware that electronic media may result in slight variations. Actual product colors may slightly differ from those depicted on this website and your individual computer screen.
Can I apply for a warranty if my product fades?
Unfortunately, we cannot guarantee that the color of materials will remain unchanged over time due to the harsh effects of direct sunlight. Therefore, if your product experiences fading, we do not provide warranty services. For further informatio,our warranty can assist you.
What is the maximum weight capacity of the chair?
Each of our chairs can withstand a maximum weight of 350 pounds. Our chairs comply with ASTM standards, making them suitable for both commercial and personal use.
Can furniture be left outdoors year-round? Will this affect its useful life?
Yes, leaving your furniture outdoors year-round will not have a significant impact on its lifespan. Our furniture is water-resistant, fade-resistant and suitable for all-weather use. It can withstand intense sunlight, snow, strong winds and other weather conditions.
What cleaning methods can be used for the furniture?
Different types of furniture require different cleaning methods. Common cleaning methods include high-pressure cleaning, sponge scrubbing, and brush cleaning, among others. For more information, our care&maintenance guide can assist you.
What is the lifespan of furniture?
Normally, our furniture can be used for about 10 years.
Does the product require assembly?
Certainly, our products do require assembly. However, you don’t need to worry, as our products are very easy to assemble. Additionally, we provide you with assembly instructions and installation videos to assist you in efficiently completing the assembly process.
Does it support disassembly and transportation?
Yes, you can disassemble your furniture for transport. During transportation, we must pay attention to protecting the components and avoid violent disassembly that may cause damage to furniture components.
Is it safe to place my newly purchased furniture next to the fire pit?
As long as there is no direct contact with an open flame, it is very safe to place furniture on the fire pit.
Retail FAQs
What are my payment options?
You can choose payment methods such as paypal and stipe. Use your credit card to complete the payment.
I don’t have a PayPal account, can I place an order?
Of course, you only need a credit card to make the purchase. We accept the following cards: Visa, Mastercard, American Express and Discover.
Is my credit card information secure?
Yes, of course! Ordering on our site is safe and 100% guaranteed. Paypal and Strip are industry leader payment gateway. All transactions go directly through their system where they are securely encrypted and processed on their servers – Root Science never sees or has access to your private financial information.
I placed an order in error, can I change or cancel my order?
You can make changes or cancel your order on your own before receiving the shipping confirmation email with tracking information. However, it becomes challenging to modify your order after receiving the confirmation email. You can attempt to make changes through the following methods, and our customer service team will promptly handle your order, striving to assist you in resolving any issues as quickly as possible.
- Cancel the order
- Add or remove items
- Change the shipping address
- Delay a shipment
Can I receive all items from one order at the same time?
As outdoor furniture constitutes large items, for safety considerations during transportation, if an order contains multiple pieces of furniture, we typically opt to ship each item separately. Generally, we will pack all items from your order separately and dispatch them simultaneously. The goods will be delivered to your address via courier services progressively.
After placing an order, how long will it take for my order to be shipped?
Your order will be scheduled for shipping within 1-3 business days. You will receive a notification email before official shipment. Please keep an eye on your inbox.
How long does it take for my products to be delivered?
The delivery time varies depending on the item(s) ordered and your location. We always aim to deliver within 2 weeks from the date of your order.
How can I track the shipping status of my order?
Prices are subject to change — including temporary reductions as well as permanent increases. The prices of items in your cart represent the current price for which you will be charged.
What should I do if I find missing parts in the items I purchased upon receipt?
Please take note of your order information and initiate a live chat on our website to inform us of the missing items or parts in your order. Our customer service team will promptly address your issue.
My package did not come with assembly instructions. How can I get them?
You can find product assembly instructions on the product page of our website.
What should I do if my package is lost?
Don’t worry, you can first check if the shipping address is correct or if the package is nearby your home. If not, you can contact the courier company or reach out to us for assistance. You can find specific instructions on the Lost or Incomplete Orders page.
Shipping Orders
Does the product require shipping cost?
No, all of our products come with free shipping service.
Do you ship to Alaska and Hawaii, or outside the U.S.?
No, sorry. We currently can only ship items to addresses in Mainland U.S.
Do you charge Sales Tax?
As required by law, sales tax is determined by the state in which your order is being shipped. If applicable, sales tax will be added to your order total at checkout.
Is there a minimum order to qualify for Free Shipping?
There is no minimum order to qualify for free shipping. However, some exceptions apply.
How do I return my purchase?
Patiomall is dedicated to providing good customer support. If you wish to return an item(s), please check our full Return Policy.
What happens if I don’t like the product once it arrives?
We’re confident you will like your furniture but just in case, we have a Return for Any Reason policy. If you are unhappy, simply submit a return request. Under this reason, the item should be returned in new and resellable condition, learn more about our Return Policy.
What is the return notice period?
Our provides its customers with a 30 day period for returns.
What is your return policy?
If, for any reason, you are not completely satisfied with your purchase, we are here to help. All you need to do is contact us within 30 days of delivery, and we will handle the rest.
Please check our Return Policy on our returns policy page for additional details.
What is the shipping charges in case of returns?
You can return the goods within 30 days after delivery. The return shipping fee may vary depending on the product and your location.
What if I don’t have the original packaging when I need to return an item(s)?
In order to issue a credit note, original packaging is required in instances where you have changed your mind or would like to exchange for a different item(s), size or color. Please note that the item(s) must be unused and returned within 30 days of delivery.
If the item(s) is faulty, but the customer is no longer in possession of the original packaging the return claim can still be submitted. Where the original packaging is either damaged or no longer suitable to protect the product once shipped, you must arrange by whatever means to have the product(s) safety and securely wrapped before returning to us.