Our products shipped within the contiguous United States ship at a flat rate. That rate may vary per product and will be visible during checkout. If for some reason we are unable to ship to your location, we will contact you by phone or email to make the necessary updates to your order. Estimated shipping dates are provided on some product pages, but we will provide a confirmation estimated shipping date (ESD) after your order is placed.
Standard Ground Shipping: Small Parcel FedEx and UPS Items
The size and weight of your product will determine how it will be shipped. We ship most our items via FedEx or UPS and are typically shipped without a signature required.
Freight Delivery: Large or Oversized Items
For shipping heavy items or large quantites, we use a freight carrier service. Standard freight shipments are delivered curbside only. All freight deliveries require a signature, and customers are responsible for inspecting their packages for visible damage before signing. If your delivery has any visible damage, the damage must be noted with the freight carrier on the delivery receipt. Please inspect the boxes carefully and note any visible damage on the delivery receipt.
Estimated Shipping Dates
Please be aware, shipping dates are only estimated and can change based on product availability. Most in stock order are shipped within two (2) weeks. Once the order is accepted by the manufacturer, we will send you an updated estimated ship date. After you receive the updated ship date email, you will have 48 hours to make changes/cancellations to your order via email ([email protected]) or phone call. If the order is not cancelled, we will proceed with production of the order.
Damaged Items
If you receive a damaged product, you will have the option to refuse delivery and note specific damages to the product on the delivery receipt. Notify us via phone or email ([email protected]) with the details of the damage so that we can return or exchange your merchandise. If the damage is not discovered immediately at the time of the delivery, we allow 24 hours after delivery for customers to send us a claim with supporting documentation and photos. We will review and process the claim within 7 days.
Cancellation
Cancellations must be submitted via email ([email protected]) page within 48 hours of the order being placed. If the order is cancelled after 48 hours, we will make an attempt to cancel the order and will respond to your cancellation request via email. If you purchased an item that is subject to restocking fees and the order has already been placed in production or shipped, a restocking fee will apply. Please refer to the item’s detail description page to see if the item you purchased has a restocking fee.
Should a product you purchase from our online shop not fulfill your expectations or needs, Oasis Garden and Patio offers a conditional 30-day return policy.
Not all items are eligible for returns, and customers may be responsible for restocking fees or other fees associated with their return. Only products in “Like-New” condition will be eligible for returns. Items must be postmarked for return within 30 days of delivery to the customer to be eligible for a refund.
“Like-New” condition is defined as:
- An undamaged item in the original unmarked packaging
- An item that has not been installed or modified
- An item that includes all additional parts, accessories, and instruction manuals
To begin the return process please complete the following steps:
- Receive Authorization & Instructions
To initiate a return, have your order number ready and contact us by phone, or by email ([email protected]). A customer service representative will review your order, answering any questions you may have.
- Pack and Ship Your Item(s)
If the return is approved, a Return Authorization (RA) number will be issued by us. At this point you must package your item for return shipping. See below for additional information regarding shipping fees and procedures.
- Ensure the item is well packed in its original packaging
- Attach the return label to the outside of the box
- Do not write on or mark on the box in any way other than to attach the return label
- We will monitor the return and handle any shipping issues that arise
- Complete Your Return
Once received by us, returned items will be inspected to verify their “like-new” condition. Once “like-new” condition is confirmed we will process your credit associated with your return.
- Credit returns generally take less than 10 days to process.
- You will be refunded via the same method by which the returned product(s) was originally purchased
Return Fees and Procedures
- All small items ship via FedEx (or UPS in certain cases). Oasis Garden and Patio will issue a prepaid return shipping label by email.
- Return shipping labels expire 1 week (7 calendar days) after the date of issue and will not be reissued by Oasis Garden and Patio. It is the responsibility of the customer to arrange for the return of items before the expiration of issued shipping labels.
- Tracking information for your package will be provided, and you may monitor your return online while it is in transit.
- Oasis Garden and Patio will be responsible for any damages or lost shipments incurred during return shipping.
- All damages must be reported within 24 hours from the receipt of the products.
- All large items ship by freight carrier. Oasis Garden and Patio will coordinate with you and the freight company to determine a date and time for pick-up of large items.
- You are responsible to be physically present at the time of pick-up.
- Freight companies selected to retrieve products for return will be chosen at the discretion of Oasis Garden and Patio.
Exceptions and Items not Eligible for Return
Unfortunately, certain items purchased from Oasis Garden and Patio are not eligible for returns. The following items, and returns received under the following conditions, will be ineligible for a return or refund credit.
- Replacement cushions are made to order and therefore are not eligible to be returned. Due to this policy from the manufacturer, we request you verify that you are ordering the correct cushions. This can be done via the order confirmation.
- Item(s) that have been damaged or altered from their original state in such a way to make them ineligible for restocking/reselling (this includes modifications to the item made after delivery as well as wear and tear from use)
- Item(s) specified as non-returnable on the product detail page.
- Item(s) without their original packaging.
- Item(s) postmarked for return 30 days or more after the date of delivery.
- Item(s) with no RA or expired RA (RAs expire after 7 calendar days. To return an item with an expired RA, a new RA number must be acquired. Applications for new RAs may be denied)