Shipping Policy

FREE Simple Shipping 

We offer FREE standard shipping on all orders within Canada—no hidden costs or surprises.

We want your purchase experience to be Simple and Easy.

Every shipment is Fully Insured and Expertly Handled by trusted shipping and logistics partners.

Here’s an overview of what to expect:

• Order cut-off time: 3:00 PM PST/PDT (Pacific Time)
• Processing time: 3–5 business days
• Shipping time: 1–5 business days
• Total delivery time: 4–10 business days

Note: Business days are Monday to Friday, excluding statutory holidays.

To learn about our No Fees 30-Day Returns policy, click here.

* FREE Simple Shipping includes all ground courier services AND our non-liftgate freight (LTL) service. More details below.

Order Confirmation & Processing

• Once your order is placed, you’ll receive a confirmation email to confirm receipt. This confirms we have received your order in our system.  Your payment will be pre-authorized at this time.
• We’ll verify that your items are in stock and available for shipment. If any items are back-ordered or unavailable, we’ll cancel the pre-authorization and contact you to discuss alternative options.
• If your items are ready to ship, your payment will be processed, and we’ll begin preparing your order for shipment.

Processing time is typically 3–5 business days, with a daily cut-off time of 3:00 PM PST/PDT.

Order Shipment

• Once your order ships, we’ll send you a shipping confirmation email within 24 hours.  It will include tracking details so you can follow your package’s journey to your doorstep. See more details about this below.
• If you do not receive shipping confirmation from us within 5 business days of your order, feel free to follow up with us at: hello@patiofolks.ca
• Shipping time is typically 1–5 business days.

The total delivery time (processing + shipping) of orders is typically 4–10 business days.

We strive for timely deliveries, but please note that unforeseen circumstances such as weather or logistics disruptions may cause delays. If this occurs, we are here to support you.  We’ll keep you updated and work with our shipping partners to ensure the fastest possible resolution.

Freight Shipments (LTL)

For larger or heavier items, some of our suppliers require the use of freight shipping (LTL). This method helps improve product handling and reduces the risk of potential damage while your order is in transit. If this service is required, it will be indicated on the product page.

• Non-Liftgate Service: If you choose not to use our liftgate service, please note that it requires the destination to have a loading dock or forklift for unloading, or depot pick up by the customer. We can help organize a pick-up service at a logistics depot near you. 
• Liftgate Service: You can choose your freight shipment to include a curbside liftgate service to make delivery to your location smoother and more convenient. This can be selected at the checkout page.
• It is common for LTL shipments to arrive on a pallet.
• Ensure that your location is equipped accordingly to receive the delivery. We will contact you to confirm your delivery details prior to arranging your shipment.

We also offer customized delivery options to better suit your goals:

• Liftgate + Threshold Delivery: Your shipment is unloaded with a liftgate and placed in the first dry, sheltered area, such as a garage or covered entryway. Best for enhanced protection and security. Does not include unpacking or assembly.
• Liftgate + Inside Delivery: Your shipment is unloaded with a liftgate and placed just inside your home or backyard. Ideal for bulky, heavy, or fragile items. Extra fees may apply. Does not include unpacking or assembly.

We also offer a full concierge ‘white glove’ service. Please contact our customer service team for a fast, personalized quote at hello@patiofolks.ca or 1 888 230 2103.

• White Glove Delivery: Full-service, white glove delivery to the room or yard area of your choice with unpacking, basic assembly, and debris removal. The easiest, stress-free option. 
• ‘Basic assembly’ includes standard assembly of an appliance, grill or similar following the manufacturer’s installation instructions. 
• 'Basic assembly’ excludes full Outdoor Kitchen installations. If your project sounds like this, please check out our Free Installer Sourcing Service here.

Order Tracking
Tracking your order is easy:

1. Check your email for a shipping confirmation with your tracking number and a link to the carrier’s website.
2. Click the tracking link and enter your tracking number to view updates on your shipment.
3. Monitor your package’s progress in real-time.

If you encounter any tracking issues, contact us at hello@patiofolks.ca or visit our Contact Us page.

Territories and Remote Areas

We are happy to offer shipping across Canada. However, some areas, such as smaller islands and remote locations like Nunavut, the Northwest Territories, and Yukon, may have special shipping rules:

• Shipping Coverage: We ship to most places in Canada, including both urban and rural areas. Some remote locations may have extra shipping requirements or restrictions.
• Remote Areas: Remote areas are places that are far from major cities or hard for large delivery trucks to reach. This can include parts of Northern Canada, smaller islands, and some rural areas.
• Delivery Times: Deliveries to remote areas may take longer than usual. We will give you an estimated delivery time at checkout and work to get your order to you as quickly as possible.
• Shipping to remote areas may come with extra charges. If this applies to your order, we will let you know before we process it.

We’re here to serve you and love solving problems so If you're unsure whether your location is a remote area, please contact our team before placing your order. We’re here to help!

International Orders (Including the U.S.)
Our products are designed for the Canadian market and are compatible with a 110V electrical system. While all items meet Canadian safety standards, they may not be certified for international standards.

We’re happy to provide international shipping quotes upon request. If you approve the quote, we’ll process your order using our secure payment gateway.

Damaged Shipments
Inspect your shipment upon arrival. If you notice damage:

1. Note the damage when signing for delivery or refuse the shipment.
2. If you accept delivery, take clear, in focus photos of the damaged packaging or products immediately.
3. Email the photos to hello@patiofolks.ca within 24 hours of the shipment arrival, then visit our Returns Policy page and follow the instructions.

Missing Items
We strive to ensure that all orders are complete and accurate, but sometimes mistakes can happen. If an item is missing from your order, please follow these steps:

1. Carefully inspect all packaging for smaller items. Sometimes smaller items may be packed within other items or hidden within the packaging.
2. Compare the received items with your packing slip.
3. Contact us promptly with:
• Your order number.
• A description of the missing item.
• Photos of the received items and packaging, if possible.

Our team will investigate the issue and work to resolve it promptly. We may need to verify the missing item with our warehouse team and carrier. Depending on the outcome, we will offer to send you the missing item, issue a refund, or offer an alternative solution.

Contact Us
Have questions? We’re here to help. Give us a call.

• Phone (toll-free): 1 888 230 2103
• Email: hello@patiofolks.ca
• Mailing Address: 329 Howe Street, Unit #605, Vancouver, BC, V6C 3N2, Canada
• Customer Service Hours: 9:00 AM–9:00 PM PST/PDT, every day