About

Patio Heat Direct (.com) is an online distributor of high-end luxury outdoor patio heaters, specialized in products manufactured by IR Energy, and Schwank Ltd., serving residential and hospitality clients. All transactions are conducted via our secure online check-out. PatioHeatDirect.com is operated by ship2user, an Ontario, Canada based E-Commerce Business Solutions provider founded in 2004 by Dave Hammond, of the Greater Toronto Area. A family run business, our goal is to provide a user-friendly and efficient platform to source and purchase your product, be a brand ambassador for our partners, and maintain 100% customer satisfaction. We sincerely appreciate your visit, and look forward to serving you!
 
Dave Hammond, Owner/Operator
Debrani Ghosh, VP Marketing
  
GENERAL INFORMATION, POLICY, TERMS & CONDITIONS
 
All pricing is in CANADIAN DOLLARS as default currency. 
 
Herein contains our agreement with terms and conditions that apply to an individual or entity conducting business with ship2user and any ship2user website/entity/subsidiary (herein: PatioHeatDirect.com).
 
Our Policy - Product prices and availability may vary, and are subject to change. We cannot guarantee the availability or price of any particular product. Depending on your location, a mandatory sales tax may be added to the cost of your purchase. We reserve the right to reject orders that do not comply with any requirements that we may establish. We will be responsible for all aspects of order processing and fulfillment. Among other things, we will prepare order forms/emails, process payments, cancellations, and returns, and handle customer service. We prefer to have all purchases made using our website and payment system, as this helps manage and expedite your order as quickly as possible. Shipments are delivered via ground service, unless specified otherwise. Our ground carriers will only deliver to a valid street address. We reserve the right to choose which freight company carries your shipment. Once a shipment is in the hands of the delivery company, we cannot change a shipping address. Although we can approximate a delivery time, we cannot guarantee a specific delivery time or day. If delivery is attempted by a common carrier on oversized items and no one is available to receive the product, additional charges may apply for each occurrence. We cannot deliver to PO boxes or military APO addresses. 
 

Shipping / Delivery Time - In-stock items typically leave the warehouse within a week, however most heating equipment requires some lead time, generally ranging from 1 to 6 weeks. Please contact us for an update on current lead time status. LTL Ground Service is used for most of our deliveries. While extremely rare, back-order challenges can occur, which can cause delays. Items on back-order or requiring final assembly/production, may require additional time before being shipped. We will communicate with you if there issues impacting delivery time. Our objective is to under promise, and over delivery, so we will always try and best guide our customers, so expectations are realistic and targets are met. We do suggest you exercise caution when booking an installation, where delivery/shipping time is not 100% certain. 

Returns / Exchanges / Refunds - We accept returns (within 10 days) and will provide a refund of the purchase price plus applicable taxes, provided the product and packaging is/are not damaged or used or installed in anyway, and in most cases, returns are subject to 25% restocking fee. Installed items and unpackaged items, cannot be returned (for example, protective films removed/unpacked will eliminate our ability to restock/resell an item, therefor ineligible for return). We do not refund for shipping costs either to or from a customer location. For exchanges, please contact us to discuss the circumstances. You can return a product within 10 days from date of shipment except: when items have been installed, assembled, or used in any manner; or items which are special order such as custom items. If we sold or shipped the wrong item, we will cover all costs to remedy. All returns require advance communication with and approval by our customer service support staff. Items must be returned in resale condition with all documentation, parts, and packaging. If an item is delivered to you damaged, we will pay for the return shipping, and arrange for replacement item(s) with no additional cost. It is the responsibility of the purchaser to inspect goods at the time of delivery. If upon inspection of a shipment, the product itself is visibly damaged, please call us while the driver is still there if at all possible. This will ensure that any damage occured prior to delivery. If items are returned freight collect, the product will be refused. 

Warranty - We offer Full Warranty as provided by the respective manufacturer. IR Energy provides standard 1 year warranty on all components, and 3 year warranty on burners and emitters. See product pages for more information. Schwank Ltd. provides 1 year warranty on all heaters from date of installation, and 3 year for burner assembly and ceramic tiles. 
 

Privacy - Your privacy is extremely important to us. Credit and personal data is not stored, and information related to your sign-in account (if you so choose) is stored on a classified basis to be used only by our company, to facilitate future business with you. All personal information submitted online is transmitted via a secure site (industry standard encryption). Confidential information will never be sold or given to third parties. We may share your address and phone number with shipping personnel of our suppliers in order to fulfill the delivery of your order. Under no circumstances will we supply sensitive information such as your credit card or email address to anyone outside of our company. We do not cold call or phone solicit.