Frequently Asked Questions

We accept the following payment methods:

• Major credit cards (Visa, Mastercard, American Express, Discover)
• PayPal
• Google Pay
• Apple Pay
• Shop Pay

When you place an order, we authorize payment on your payment method. This holds the funds but does not immediately charge your account. Within 1-2 business days, we verify product availability with the manufacturer and confirm delivery timelines with you. Once you approve the delivery timeline, we capture payment and process your order for shipment.

Yes, you may cancel your order before it ships by contacting us immediately. Once an order has been confirmed and shipped, our standard return policy applies. For custom-made or made-to-order products, cancellations may not be possible once production has begun.

Contact us: +1 9802202047 or support@eliteretreatshq.com

Orders are processed within 1-2 business days after payment authorization. During this time, we verify product availability with the manufacturer and confirm delivery timelines with you before finalizing your order.

Yes, you will receive an email confirmation when you place your order. You'll also receive updates when we verify availability with the manufacturer and when your order ships with tracking information.

Yes! Elite Retreats HQ covers all standard shipping costs for your order. This includes both standard parcel shipping and freight shipping for large items.

Delivery timeframes vary based on product type:

• Standard products: 5-7 business days after order processing (total 6-9 business days from order placement)
• Custom-made products: Longer lead times based on manufacturer schedules. We will confirm specific timeframes with you before finalizing your order.

Once your order ships, you will receive a shipping confirmation email with tracking information. You can use this information to monitor your delivery progress online through the carrier's website.

Large or heavy items such as hot tubs, pergolas, gazebos, outdoor kitchens, and substantial furniture pieces require freight shipping. With freight shipping:

• Products are delivered curbside (first dry, flat surface accessible by truck)
• You or someone you designate must be present to accept delivery
• The freight carrier will contact you 24-48 hours before delivery to schedule a delivery window
• You may need equipment (like a forklift) or additional assistance to move items from delivery point to final location

Yes! White glove delivery includes specific placement, assembly, and packaging removal. This service is available for an additional fee. Please contact us for pricing and availability for your specific product and location:

Phone: +1 9802202047
Email: support@eliteretreatshq.com
Response Time: Typically within 24 hours

It's critical that you inspect all items immediately upon delivery before signing the delivery documentation:

1. Count all packages to verify you received everything
2. Check for visible damage (dents, tears, crushed corners, punctures)
3. Note any damage on the delivery receipt before signing
4. Take photos if damage is present
5. Refuse severely damaged items if necessary

Important: Damaged or defective products must be reported within 7 days of delivery.

We accept returns on eligible products within 30 days of delivery. Products must be unused, in original condition, with all original packaging, parts, and accessories. A 25% restocking fee applies to all returns and exchanges.

For complete details, see our Return and Refund Policy.

Yes, custom-made and made-to-order products are non-returnable and non-refundable as they are manufactured specifically to your specifications. Product pages clearly indicate when items are custom-made or made-to-order.

To start a return, contact us within 30 days of delivery:

Email: support@eliteretreatshq.com
Phone: +1 9802202047

Customer Service Hours (EST):
Monday – Friday: 9:00 AM – 5:00 PM
Saturday: 12:00 PM – 4:00 PM
Sunday: Closed

Response Time: Typically within 24 hours

Provide your order number and reason for return. We'll review your request and provide a Return Merchandise Authorization (RMA) number and return instructions if approved.

Customers are responsible for return shipping costs unless the item is damaged or defective. For large items requiring freight shipping, return costs can range from several hundred to over a thousand dollars. You may arrange your own freight pickup, or we can coordinate it and bill you for the cost.

A 25% restocking fee applies to all non-defective returns and exchanges. This fee covers the costs associated with processing, inspecting, and restocking returned merchandise. No restocking fee applies if the item is defective or was damaged during shipping.

Refunds are processed within 30 days after we receive and inspect your returned item. Refunds are issued to the original payment method. Depending on your financial institution, it may take an additional 5-10 business days for the refund to appear in your account.

If you receive a damaged or defective product, contact us within 7 days of delivery with photos of the damage. We will work with you to arrange a replacement or full refund. No restocking fee applies to damaged or defective returns.

Contact us immediately:
Phone: +1 9802202047
Email: support@eliteretreatshq.com

Yes, exchanges are accepted within 30 days of delivery and are subject to the same terms as returns:

• 25% restocking fee applies
• You are responsible for return shipping costs
• Product must be unused and in original condition

• Custom-made and made-to-order products are NOT eligible for exchange

We are an authorized online retailer that partners with trusted manufacturers specializing in premium outdoor living products. All products ship directly from the manufacturer to ensure quality and proper handling.

Custom-made and made-to-order products are manufactured specifically to your specifications. This may include items customized with specific colors, sizes, configurations, or personalized features. These products have longer lead times based on manufacturer schedules and are non-returnable and non-refundable. Product pages clearly indicate when items are custom-made or made-to-order.

Products are covered by manufacturer warranties. Warranty terms, duration, and coverage vary by product and manufacturer. Specific warranty information is available on product pages or from the manufacturer directly. We facilitate warranty claims but do not provide our own product warranties beyond what manufacturers offer.

We work directly with manufacturers to fulfill orders. When you place an order, we verify product availability with the manufacturer within 1-2 business days and confirm delivery timelines with you before processing payment. This ensures you receive accurate information about when your product will be available and delivered.

We are an online retailer and do not have a physical showroom. However, we provide detailed product descriptions, specifications, and high-quality images on our website. If you have specific questions about a product, please contact us and we'll be happy to provide additional information.

Email: support@eliteretreatshq.com
Phone: +1 9802202047

Customer Service Hours (EST):
Monday – Friday: 9:00 AM – 5:00 PM
Saturday: 12:00 PM – 4:00 PM
Sunday: Closed

Typical Response Time: Typically within 24 hours

If you have additional questions, please contact our customer service team. We're here to help with any questions about products, orders, shipping, returns, or any other concerns.

You can also review our detailed policies:

• Shipping Policy
• Return and Refund Policy
• Terms of Service
• Privacy Policy