We hope you love your Big Joe product as soon as it arrives!
To help ensure it’s the right fit, please double-check the product description and dimensions on each product page before ordering.
Cancellation Policy
Please note that orders are processed very quickly and it is therefore not a guarantee we can change, modify or cancel an order after checkout. If you do need to update your order, be sure to include all details about your update in a ticket to our team via chat or here.
Exchange Policy
We aren’t able to process exchanges at this time. Before placing an order, we recommend reviewing the product dimensions and description to ensure it’s the right fit for your needs. If an item doesn’t work out, our Support Team will be happy to share our return-for-refund policy so you can place a new order for the item you prefer.
Patio Sectional Return for Refund Policy
How does it work?
Start your return within 30 days of delivery. Items must be in like-new condition.
Submit a ticket (response within 12 hours) or chat with us (fastest). Provide photos showing the item's condition.
Our team will review your request and, if approved, arrange white-glove pickup with a local partner.
You will be contacted within 2 business days via text to schedule a convenient time for pick up.
We’ll issue your refund once the item is picked up and inspected. Our support team will notify you when the refund is processed.
Restocking and Processing Fee:
To cover a portion of the freight and labor costs, we do assess a restocking and processing fee, based on the initial cost of the item.
| Order Amount | Restocking and Processing Fee |
| <$1,000 | $49 |
| $1,000-2,000 | $99 |
| >$2,000 | $149 |
Standard Return-for-Refund Policy
If you purchased your Big Joe from our website, you can start a return here.
Returns must be initiated within 30 days of your order date.
- If your order is outside the 30-day window, it may be eligible for a warranty exchange if there is manufacturing damage.
Clearance, discontinued, and items with damage from accident, abuse, or misuse cannot be returned.
Return shipping costs are the responsibility of the customer and can be significant due to the size of our products. In some cases, shipping may cost more than the item itself.
Shipping costs from your original order are non-refundable.
If you purchased your Big Joe elsewhere (another website or store), please contact that seller directly for return options.
Refund processing time
Once approved, refunds typically take 3-5 business days to process, but please allow up to 7 business days for the refund to appear on your statement before reaching out.
Returns for Store Credit
At this time, we do not offer a return for store credit. All returns would need to be issued as a refund back to the original payment form.