Shipping Policy
This page explains the delivery process. Each section lists what Porchline Patio does and what you should check, so nothing is missed at either end.
Delivery area
Work through this before you order, because an address outside our area is refused at the checkout before payment is taken.
Orders addressed outside the United States are refused at the border, so the delivery country should be checked before an order is confirmed.
It is worth checking the delivery country before you start filling a basket, since the checkout will refuse an address outside the area only at the final step.
Where an order cannot be delivered, nothing is charged and no order is created, so there is nothing to cancel afterwards.
Because the check happens at the checkout rather than after payment, an unserviceable address costs you nothing and leaves no order to unwind.
- United States street addresses, PO boxes and APO/FPO destinations — served.
- International addresses — not served, and cannot be forwarded by an agent.
- Alaska, Hawaii and US territories — served on a slower service, adding two to three working days.
- Addresses outside the service area — declined at checkout, with no charge raised.
Packing and processing
Orders placed before 11am on a working day are picked, packed and labelled 1 to 2 business days. Anything later waits for the next working day, and the warehouse operates Monday to Friday, closing on public holidays.
Every parcel is packed by hand and checked against the order. Bulky or fragile items get extra protection, which can add one working day; if that happens we email you.
The dispatch target applies once payment verification is complete, so an order referred for a routine check begins its packing clock afterwards and you will be told if that shifts the estimate.
- Order placed before 11am on a working day — dispatched 1 to 2 business days.
- Order placed after the cut-off, at a weekend or on a holiday — dispatched next working day.
- Bulky or fragile item — allow one extra working day.
- Dispatch estimate changes — we email you rather than leaving it to the tracking.
Transit and delivery
Transit takes 5 to 8 business days from the first carrier scan, counted in working days and excluding public holidays. The scan starts the clock, not the moment you ordered.
Rural addresses, mountain districts and island territories normally sit at the upper end of that window. One national carrier handles every parcel, so a parcel cannot be upgraded or held at a depot once collected.
If you are working towards a fixed date, ask before ordering and we will say whether the timing is realistic rather than accepting the order and hoping.
- Clock starts — at the first carrier scan, not at order placement.
- Transit window — 5 to 8 business days, in working days.
- Remote routes — expect the upper end of the window.
- Upgrade or depot collection — not available once the parcel is in the network.
Shipping cost
Standard shipping is free once the merchandise total reaches $105 before tax. Below that figure a single flat rate is applied at checkout.
No per-item surcharge and no handling fee is added, and no express tier exists. The threshold is measured on the discounted merchandise subtotal before tax.
Because the threshold is measured before tax, a basket close to the line is often cheaper to top up than to leave as it is.
The rate shown at checkout at the moment of confirmation is the rate that applies, and rates are reviewed from time to time.
Nothing is added for packaging, handling or the number of items in the parcel.
- Merchandise total at or above $105 before tax — free standard shipping.
- Below the threshold — one flat rate, shown at checkout.
- Per-item surcharge — none.
- Express or next-day tier — not offered.
Tracking
A tracking number is emailed as soon as the carrier scans the parcel, usually within 24 hours of dispatch. Tracking updates at sorting hubs rather than continuously, so a quiet page is not by itself a problem.
If nothing has moved for two working days, write to support@demisale.shop with the order reference and we will open a trace with the carrier.
We see the same tracking information you do, and hold the carrier account, which is why a trace is usually quicker to raise from our side.
- Tracking number emailed — normally within 24 hours of dispatch.
- Updates refresh — at each sorting hub, not continuously.
- No movement for two working days — contact support@demisale.shop for a trace.
- Carrier declares the parcel lost — replacement or refund offered.
When something goes wrong
Report a damaged, incomplete or incorrect delivery within seven days, attaching photographs of the item and its packaging. Keep the outer box until the case is closed, because carriers often ask to inspect it.
We pursue the claim on your behalf rather than asking you to open it, and offer a replacement or refund once the claim is confirmed.
Photographs settle most claims faster than a description, because the carrier's own form asks for them anyway.
If a replacement is unavailable because the line has sold out, we refund instead and tell you directly rather than leaving you waiting.
Keep the packaging until the claim is closed, since the carrier may ask to inspect it before settling.
- Report within seven days of delivery — with photographs.
- Keep the packaging — until the claim is closed.
- Claim pursued by Porchline Patio — not by you.
- Outcome — replacement or refund, your choice.
Changing an address
An address can be corrected only while the order is still being packed. Send the order reference and the complete corrected address to support@demisale.shop as soon as you notice the mistake.
After the first carrier scan the destination is fixed. Where a parcel returns because the address was incomplete or delivery was not taken, a second dispatch is arranged at your cost, unless the error was ours.
- Before the carrier scan — address can be corrected.
- After the carrier scan — destination fixed.
- Undeliverable parcel — second dispatch at customer cost.
- Error made by Porchline Patio — second dispatch at no cost.