Customer Care Policies

UPS does not deliver to PO Boxes or Military APO or FPO addresses so if you require shipment to a PO Box or Military APO or FPO address, please contact us so that we can assist with an alternative shipping method. Please note that UPS does not deliver on weekends unless special arrangements are made and additional charges are applied. Every possible effort is made to ship orders in a timely and professional manner.

• Re-routing or change of address requests that occur once an item has shipped will incur a $25.00 fee.
• Shipments that are undeliverable will be charged the actual shipping rate upon reshipment.
• For 2-day, or other shipping methods, please call or e-mail us for exact shipping time frames.
• The day of the order is not calculated in the shipping time frame; at times it can take 1 - 2 days to prepare the order for shipping
• For destinations in Alaska and Hawaii, you pay shipping charges based on the weight of the package.
• For all other shipment arrangements please contact customer service for exact details.

International Shipping Restrictions

• We will not be responsible for any tariffs, customs restrictions, or other regulations that apply in countries outside the United States. We encourage you to speak with your customs office if you have any questions.
• If for any reason the package is seized by Customs Officials, we will not issue you a refund.
• You pay actual shipping charges based on the weight of the package plus a $25.00 international processing fee. Prepayment is required. Payment must be by credit card, or personal check drawn on US bank.
• You are responsible for any duties or taxes that may apply.

For more shipping information, please see our Shipping Rates / Times page.

Ordering:

• All prices and transactions are in US Dollars, USD.
• All credit card charges are governed by US Dollars
• Any refunds or exchanges will also be governed by US Dollars

Order Cancellation

To change or cancel your order: Call us right away at 1.866.516.0934 during normal business hours . The time window before your order ships is very small, but we’ll do our best to make any adjustments.

• Fabric orders are considered cut merchandise and not all fabric brands accept returns.
• Cancellation of shipped orders will incur a 25% restocking charge for uncut, unopened merchandise.
• Freight charges paid or accumulated by us are not refundable, (if an order received free shipping and the order is returned, the original shipping will also be deducted from the amount refunded).

Please note: Our credit card processor charges a refund fee of 5% on all cancelled orders. Cancelled orders that have not shipped yet will be refunded in full minus the 5% fee.

Returns

Please call us during our normal business hours for return authorization prior to returning any merchandise. Only unused fabric and/or merchandise will qualify for credit, cut yardage or open merchandise will not be accepted. There are some fabric brands that do not accept returns. Please check the return policy before purchasing the fabric.

• No returns accepted on custom fabricated products.
• No returns accepted on quick ship pillows but we will offer a courtesy exchange within 30 days of the date the order was placed.
• No returns accepted without a prior return authorization. All authorized returns without fault of ours will be subject to a 25% restocking charge, plus freight both ways.
• Freight charges paid or accumulated by us are not refundable, (if an order received free shipping and the order is returned, the original shipping will also be deducted from the amount refunded).
• Product returns will not be accepted after 30 days.
• No returns accepted on fabric equaling less than 10 yards.
• Refunds will be completed in 10-15 Business days.
• Merchandise must be returned in "sellable" condition in order to receive credit, which means unopened and undamaged.
• All fabric must be returned rolled, not folded.
• A credit less 25% restocking charge will be issued for eligible, unopened, uncut merchandise authorized for return within 10 days of your receipt of shipment.
• You as the customer are responsible for all shipping fees on returned shipments due to incorrect or incomplete ship to address.
• Freight charges paid or accumulated by us are not refundable, (if an order received free shipping and the order is returned, the original shipping will also be deducted from the amount refunded).
• Our free shipping policy is only valid on orders that provide the correct and complete shipping address.
• Refunds for dollar amounts over $10.00 USD will be issued, but for orders totaling under $10.00 USD, a store coupon will be issued.

Damaged Packaging

• All claims for damaged, defective or inaccurate orders must be presented to PatioLane.com within 10 days.
• To process your claim please call toll free 1.866.516.0934
• We make every effort to safely secure and ship all packages, but we understand that sometimes merchandise can be damaged during the shipping process. Merchandise damaged during shipping must be returned to us within 10 days of receipt. We will contact the shipping company for visual inspection of the merchandise and box as received. We will replace any confirmed damaged merchandise.

Defective Merchandise

The defective merchandise must be reported to us within 10 days. Upon notification, we will issue a UPS call tag for the defective merchandise. Upon receipt of the defective merchandise, we will issue a replacement.

Inaccurate Orders

We make every effort to check all orders for accuracy and proper quantities, but we understand that sometimes mistakes are made. Inaccurate orders must be reported to us within 10 days of receipt. Only uncut fabric and unopened merchandise will qualify for an exchange or replacement.

Backorders and Discontinued Products

Typically every item we sell is stocked.

• Although every attempt is made to maintain inventory levels internally and from all our supply partners, occasionally we may run out of certain products, or not be notified in a timely manner from our supply partners.
• In this event, we will give you an estimated time of availability and give you the choice of:
  1. canceling the out-of-stock items
  2. holding off shipment of your entire order until the product is available
  3. receiving a partial shipment of the in-stock items first and the out-of-stock items when they are available
• We will offer assistance in finding substitutes for discontinued products, as well as offer the ability to cancel with a refund or obtain Loyalty Reward Points
• We process sample swatch orders as a courtesy. There is a limit of 1 sample per fabric pattern, per customer and a limit of 10 free samples per order with a total of 20 free samples annually. Sample swatch availability changes frequently and samples often become out of stock once a fabric has been slated to be eventually discontinued by the manufacturer. Most Sunbrella samples are stocked in house and are provided either free or for a nominal charge. Decor fabric samples are placed on your behalf, direct with the fabric mill. In the event that a paid-for sample cannot be fulfilled, we will refund you the amount that you paid in the form of store credit to be used on future orders. If a fabric sample is out of stock or discontinued, we are happy to research and provide you with suitable alternative choices.

For furniture, heaters and other non-fabric products, the return policy is determined by the manufacturer.

First tip: Register for an account and if you are LOGGED IN, you may see discount pricing!

We work very hard to offer our customers everyday low pricing on high-quality products, especially our outdoor, marine and indoor decor fabrics and you can usually "save more when buying more" on most all our fabrics and supplies. From time to time we will offer special coupon discounts for selected products and for limited times and our coupon policy below defines the terms of our coupon use.

Coupon offers are valid on orders placed through their expiration date at midnight Eastern Standard Time. Coupon offers are based on total product value or product quantity and the coupon discount is shown in cart. Coupon offers exclude (unless the specific coupon offer indicates otherwise): closeouts, outdoor living products, specially priced products, custom fabrications, "Deal of the Day" products, gift cards, gift certificates, taxes and postage and handling charges. Coupon offers are not valid with other promotional offers, on previous purchases or on replacement orders.

General Coupon Use Terms

• Coupons can be combined with Loyalty Rewards Points and our Free Shipping.
• Coupon applies to normal retail pricing only, unless indicated otherwise.
• Some coupons might not be applied to higher quantity purchases as we greatly discount everyday pricing on volume purchases.
• Coupons cannot be combined with other coupon offers.
• Coupons cannot be combined with wholesale to-the-trade pricing.
• Coupons are not valid on Custom Fabrications unless specifically stated

Custom Fabrication, Sewing, Embroidery and Repair Policies:

We are owner-operated; we go out of our way to provide superior customer service, use only the industry's highest standards of materials and it's for this reason that we have been serving customers all over the world since 2003.

By purchasing products and/or services from eCentral Stores Incorporated online stores, you agree to these terms and conditions. Please read them carefully.

Ordering:

• Lead time is based upon dimensions less than 80 inches and orders of up to 6 cushions.
• Cushions with dimensions over 80 inches or with more than 6 cushions will take up to 1 week longer than standard cushions
• Sunbrella Rain cushion lead time will take up to 1 week longer than standard cushions.
• Templated cushion lead time will take 4 weeks longer than standard cushions.
• Larger volume orders will be addressed individually based on the volume.
• On COM and templated orders, lead times do not start until we receive them.
• Lead time can be affected if the fabric is on backorder.
• All custom fabrication, sewing or repair service ordering is made via our custom outdoor cushion builder, online quote form or email communications.

Templates and Patterns:

• Any irregular shaped products / projects will require one or more of the following: pictures, template, an existing product to be used as a pattern, drawings or sketch depending on the complexity of the project.
• Templates and patterns must be clean of all debris, dirt, mold, and mildew. If patterns are received dirty, a cleaning fee per pattern or template will be changed for us to clean the templates.
• A template is made by the customer; whereas a pattern is an existing product/project piece that can be used in the making of your new products/projects.
• All templates or patterns will become the property of PatioLane.com and will not be returned.
• There will be additional charges for a template or pattern used for the design and production of your product / project

Returns:

Since we do not stock custom fabricated goods, we are unable to accept returns of custom fabricated products, sewing services or repairs. We will always work with you on any concerns you may have with the custom products or services ordered to achieve a satisfactory outcome. The only returns deemed acceptable would be for material defects or if a product was not made to the specifications that you the customer provided.
We will take full responsibility for the costs of modifying and/or correcting any mistakes that we may have made. If we are unsuccessful in fabricating or sewing a finished product or repair using the specifications provided by the customer, as long as:

• The customer contacts us within ten (10) business days after receipt of the finish product.
• The customer agrees to allow us the appropriate amount of time to modify and/or correct our mistake.
• The customer cooperates with the return of the product, by allowing us to schedule the pickup by our ground carrier and making the product available for the pickup return.
• All authorized returns for modifications, corrections or repairs must arrive back in new condition. They must not have been used in any way, and arrive back in the same packaging as when they were shipped.
• All returns will be inspected in accordance with the original order and to the customer specification(s). If we deem the fabrication, sewing or repair was completed to the customer's original order and specifications and also within our tolerances, then the customer will be responsible for all costs incurred with the return process and the return of the product(s).

Comfort and Feel:

Everyone has their own preference when it comes to the feel of cushions and comfort. PatioLane.com uses only the industry’s highest quality foam products. We are not responsible should the customer not accept the comfort, feel or form of the foam fill.

For the customer's knowledge and research:

Medium Firm Foam with Dacron Wrap

• Polyurethane Foam Density 1.6 - 1.8, Compression 30 - 36
• Wrapped with 1-inch Polyester Fiber Dacron, on Top, Bottom and the Front areas
• The Dacron Wrap Adds a Minimum of 1/2 inch to the Thickness

Firm Foam with Dacron Wrap

• Polyurethane Foam Density 1.6 - 1.8, Compression 45 - 50
• Wrapped with 1-inch Polyester Fiber Dacron, on Top, Bottom and the Front areas
• The Dacron Wrap Adds a Minimum of 1/2 inch to the Thickness

Contract Fire Retardant Medium Firm Foam with Dacron Wrap

• Polyurethane Foam Density 2.6 - 2.8, Compression 30 - 36
• Wrapped with 1-inch Polyester Fiber Dacron, on Top, Bottom and the Front areas
• The Dacron Wrap Adds a Minimum of 1/2 inch to the Thickness
• Passes the CAL 117-2013 and NFPA260

Contract Fire Retardant Firm Foam with Dacron Wrap

• Polyurethane Foam Density 2.6 - 2.8, Compression 45 - 50
• Wrapped with 1-inch Polyester Fiber Dacron, on Top, Bottom and the Front areas
• The Dacron Wrap Adds a Minimum of 1/2 inch to the Thickness
• Passes the CAL 117-2013 and NFPA260

EZ Dry Outdoor Foam

• Reticulated Foam Density 1.6 - 1.8, Compression 30 ILD
• No Dacron

Standard Foams

• Same as Above
• With Dacron Only on the Top

Deluxe Dacron Feature:

All our foam fill, except for our Dri Fast is wrapped in Dacron. The Dacron is a deluxe feature that adds comfort and longevity to our cushions.

By doing so it will increase measurements a minimum of ½ inch. This can increase by the fabric selected and at times the overall size of the cushion.

All our measurements including width, height, depth, and thickness are taken from seam to seam. We do not include the welt or piping in our measurements. As well as the increase in the size due to the addition of Dacron.

This needs to be considered when placing orders and providing measurements.

Our Obligations:

• All our cushions and pillows come with white or black zippers and thread. We match the zipper and thread color and base the decision on your fabric’s color and style.
• To fabricate or sew a finished product or repair to the specifications set forth by the customer in accordance with the information provided in our quote form and/or via communications with the customer.
• To fabricate, sew or repair a product which uses the fabric(s) specified by the customer.
• To fabricate, sew or repair the product in the style and/or manner specified by the customer.
• To fabricate, sew or repair the product in accordance with these terms and conditions.

Tolerances: (We always measure twice and cut once.)

We make all efforts to complete your projects to your specifications. There are some instances with material shrinkage and/or stretch during the fabricating, sewing and/or repair process that are out of our control.
Therefore we will fabricate, sew or repair your product within the following tolerances:

• Cushions and Pillows dimensions will be within 3/8 inch of the dimensions specified by the customer.
• All our Cushions and Pillows come with white or black zippers and thread. We match the zipper and thread color and base the decision on your fabrics color and style.
• Panels, Tarps and Awnings will be within 1/4 inch of the dimensions specified by the customer.
• Drapes and Curtains will be within 1/2 inch of the dimensions specified by the customer
• All other product types will be within 1 inch to 1/2 inch of the dimensions specified by the customer.

Order Changes or Cancellations:

We cannot cancel or refund and order if the fabric has been cut and we have missed our estimated production time. We offer an approximate production time as a courtesy but are at the mercy of many different suppliers with varying levels of stock availability.

We accept order changes or cancellations within one (1) business day from when the order was placed. The exception to this would be an order change or cancellation fee.

Order change fees would be determined by the requested changes, in materials and/or dimensions.

Order cancellation fees vary based on the status of the order. For instance, if the fabric has been ordered there will be a charge for shipping and restocking. If the product(s) are already been cut or in fabrication the fees would vary.

Changes or cancellations can only be made via telephone during normal business hours. The fees associated with changes or cancellations will be determined within 24 hours of the notification.

Once the order changes or cancellations fees are assessed we will send the customer a Change Order Authorization email to confirm, prior to the commencement of your changes or fees.

There will be a 30-day hold for all COM or custom template orders. If more time is required we will need the request in writing via email to customerservice@patiolane.com.

If we do not receive the COM, template or written extension request, the order will be canceled. A 25% or $75 custom fee, whichever is greater, will be charged.

Workmanship Warranty:

We warrant our custom sewn fabricated fabric products to be free from defects in material and workmanship for six (6) months after shipped date. Our liability shall be limited to replacement or repair, at our determination, of the defective or nonconforming product(s) and/or materials.

Fabric & Material Warranties

All fabric and material warranties are provided by the manufacturers. We will facilitate on your behalf all claims due to fabric or material defects. For specific fabric and material warranties please visit the respective product pages on our website(s).

Warranty Claim Service

Please contact us prior to sending your fabricated fabric product in for repair, all claims must be accompanied by the proper documentation requested by our representative.

Please call 1.866.516.0934 ~ Monday - Friday 9:00 am - 4:00 pm EST if you have any questions.

Disclaimer

The above warranties specifically do not cover the normal wear and tear of materials that can be expected over time, the misuse of the product(s), or by acts of God. Fabric and Material warranties do not cover labor or installation unless specifically stated by the manufacturer.

This option allows you to send your own material to be used in our custom manufacturing workroom.

Lead-times do not start until we receive your fabric.

The material you intend on using must be available commercially at competitive pricing and not handmade, used, or a fabric that we deem not to be applicable for the project or defective.

Please call 727.498.0547 to confirm all yardage estimates if you have any repeat* larger than 16 inches. The repeat* has a big part to play with how much yardage we estimate is needed for each project.

Remnant or leftover fabric will be either recycled or donated. We will not send it back with your order.

Starting the Process on Our Cushion Builder

1. At the "Start Screen" choose your cushion type.
2. Add your Dimensions and Fill type.
3. Under Fabric step for CUSTOMER'S OWN MATERIAL (COM), select the checkbox for "Customer's Own Material"
4. Continue the process as shown on the builder.

Your Fabric Information

1. Input the fabric's width, we use 54 inches as default.
2. Depending on the fabric design please select the appropriate button. Solid, Pattern, Stripe or Plaid.
3. If you know your fabric repeat please provide the dimensions at this time.
4. If choosing welt, please provide all the above information if different.

Understanding Yardage Requirements

• The required amount of yardage will appear on the Review page of our Builder, Shopping Cart and Order Review, as well as your order confirmation email. (be sure to check your junk and spam folders)
• Based on the information above, it allows us to adjust the estimated yardage accordingly.
• One lineal yard equals 36 inches × the fabric width.

Tell Us About Your Fabric

• Make sure to provide as much information as possible when sending us your fabric.
• We will need the vendor, brand, pattern, color and description.
• Is your fabric reversible? Mark the top side that will be visible when the product is finished.
• Will you have a different fabric for the welt? Mark your fabrics for the body and welt.
• For stripes and patterns specify the direction you want them run. Front to Back, Left To Right, and/or Top to Bottom

Prepare Your Shipment

• Fabric must be rolled not folded.
• Make sure to protect your fabric with cardboard or heavy plastic.
• Mark the outside of the shipment with Your Name and Order Number

Sending Us Your Fabric

• We strongly suggest using a shipping service that provides a tracking number and insurance.
• Please print out your order confirmation email and include it with the fabric.
• Provide the information above either typed or written and include it with the shipment.
• If you have a distributor sending us the fabric on your behalf, they must include: Your Name and Order Number as well as their contact information.

Ship your fabric to:

eCentral Stores
Customer's Own Material
10820 US HWY 19 N
Clearwater, FL 33764

Our liability for lost, misplaced, damaged COM fabrics will not exceed $50.00 per yard, and we will require proof of purchase if necessary.

Glossary of Terms

• *Fabric Repeat – refers to stripes, patterns or plaids and is the measurement between each element. Choose a point in your fabric and measure from that point until you reach that same point again. The distance between those two points is the repeat.
• Horizontal Repeat - runs across the roll, railroaded
• Vertical Repeat – runs down the roll

How repeats effect your estimated yardage – the fabric needed is calculated in multiples of your fabric's repeat. If you have a repeat of 15 inches and your cushion is 30 inches, you would need a minimum of 3 repeats as we would need a minimum of 31 inches to sew the project together.

The privacy of our visitors and clients is very important to us. We do not publicize our client portfolio or create websites that allow for web based searches of our clients. Our concern for your privacy continues as technology expands and that view underlies our policy, stated below:

• We do not sell any personal information to a third party.
• You do not have to give us personal information merely to visit our site.
• We only collect detailed information about you (i.e. more than your internet address) like your name, email address, etc. when you specifically and knowingly provide it to us.
• Passwords are not stored and other detail information is stored in multilayer protected files.
• We employ SSL certificates that provide a secure https: page to encrypt any data that is a financial transaction or personal information
• We periodically send promotional emails or SMS text messages about new products, special offers or other information which we think you may find interesting using the email address and/or mobile phone number which you have provided.
• Information is collected for statistical purposes and we sometimes perform analyses of behavior in order to measure user or client interest in the various areas of our site. We will disclose this information to third parties only in aggregate form or as may be required by law.
• We continually monitor and update our servers with security upgrades

If you do nothing during your visit but browse through the website, read pages, or download information, we will gather and store certain information about your visit automatically. This information does not necessarily identify you personally. We automatically collect and store only the following information about your visit:

• The Internet domain (such as "xcompany.com") and IP address (an IP address is a number that is automatically assigned to your computer whenever you are surfing the Web) from which you access our website;
• The date and time you access our site;
• The pages you visit;
• Whether you successfully received the document or image file you requested;
• The type of browser you are using;
• The type of Operating System you use
• The site from which you linked to our site;

We use this information to help us make our site more useful -- to learn about the number of visitors to our site and the types of technology our visitors use.

If you contact us by email we may forward the message to appropriate staff in order to review it and respond if necessary. We may retain messages for a period of time to ensure responses and we may delete them when action has been completed.

If you use an online form, information you provide may be retained so that information about changes, upgrades, etc. may be provided where appropriate.

This privacy policy sets out how this website (hereafter "the Store") uses and protects any information that you give the Store while using this website. The Store is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. The Store may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

• name
• contact information including email address
• demographic information such as postcode, preferences and interests
• other information relevant to customer surveys and/or offers

For the exhaustive list of cookies we collect see the List of cookies we collect section.

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

• Internal record keeping.
• We may use the information to improve our products and services.
• We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
• From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

• whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
• if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by letting us know using our Contact Us information

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please email us this request using our Contact Us information.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

List of cookies we collect

The table below lists the cookies we collect and what information they store.