Shipping & Returns

Shipping

Free and Flat Rate Shipping*

Shipping is free for most orders over $149 and a flat rate $12.95 for those under $149. 

  • Not all items will qualify for the Free or Flat Rate shipping promotion. Items not qualifying will be marked. Parts do not qualify for free or flat rate shipping.
  • Free or Flat-Rate shipping only provides standard shipping for items to be delivered in the contiguous 48 states.
  • Outdoor Kitchen Pro reserves the right to choose the shipping type (parcel or freight), the carrier and service level for each item shipped.
  • For parcel shipments, standard shipping will be by the most economical means. Usually, USPS, UPS or FedEx.
  • For freight shipments, standard shipping is curbside delivery and liftgate service. See below for more on freight service.
  • Extra services, if available, such as expedited shipping, special delivery instructions, special handling, difficult to reach delivery locations, delivery refusal, additional charges will apply. If you have any questions about delivering your order, please contact us before ordering. 
  • For freight deliveries, the address must be accessible to a full sized tractor trailer.  If you are on a dead-end road or cul-de-sac, the full-sized tractor-trailer must have a place to turn around. For safety reasons, they do not back up. Transferring to a box truck for delivery will incur an extra charge. Please call to discuss the options.
  • Delivery to islands not directly served by a major transportation route will incur an extra charge. 

Orders Outside the contiguous 48 states:

We do not ship outside of the continental US. We will however ship to your US based freight forwarder.

If you are shipping to a freight forwarder the free shipping guidelines apply. Please be aware that we are only responsible for damages/shortages to the point of acceptance by the freight forwarder. Any missing or replaced damaged items will only be shipped to that address.

Freight Shipments

Due to their size a very large proportion of our items will ship via freight. These will come via a full size tractor trailer with a liftgate. Delivery will be curbside. The driver will get it to the ground and may push it a short distance on a smooth surface, but you will be responsible for it from there. 

It would be a good idea to have some help on delivery day. If you have any questions about delivery, please call or email us.

Confirmation & Tracking

Order Confirmation:

Once your order is placed with us you will receive a notification and confirmation email with all your order details. If you receive your confirmation email that means our system has properly processed your purchase and has pre-authorized your credit card. We will then submit your order to our transit team to reach out to our supplier and/or warehouse manager to ensure that your item is still in stock for immediate shipping or has a longer shipping time as noted on the product page. If for some reason your item happens to be out of stock or on backorder and it isn't noted on the product page, we will void the pre-authorization and reach out to you via e-mail.  If the item(s) for your order become available for shipping within 14 days, we will process the charges and submit the order for shipment.

 

Tracking:

When your order ships, we will receive tracking from our manufacturer or distributor. The timing of that depends on the method of shipment and the manufacturer. Some are faster and some slower to send that information on. 

Once the tracking numbers are available we will issue those to you via email to the email you provided at the time of your purchase. If you have questions do not hesitate to reach out to us at info@Outdoorkitchenpro.com

Cancellations

Cancellations:

Most orders may be canceled without penalty up until they are packed for shipment. The exceptions are special order and custom made items.  Special order and custom made items are non cancelable after 24 hours.

If the order is cancelled or refused after it has left the warehouse, the buyer will be responsible for the cost of both outbound and inbound shipping (even if this was a free shipping item), plus any restocking fee that our manufacturer/distributor charges. 

While most freight orders are delivered on time, freight companies are beyond our control. Therefore, we cannot guarantee delivery by or on a specific date.

Damages & Missing Items

Damages and Missing Items:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos to info@Outdoorkitchenpro.com and we will process an insurance claim on your behalf. Even if you do not plan to install right away, please open and inspect your item. Claims for hidden damage and/or missing items must be received within 5 days of delivery. If a claim is received late, we'll do our best to process it with the manufacturer. But be aware that it may not be honored.

Returns, Refunds, & Warranties

Returns:

Eligible items must be returned within 30 days of delivery. If 30 days have gone by since your delivery, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging not having been installed. For restrictions and exclusions click here to see our full Refund Policy.

Please note that items marked as Special Order or Custom Made are not returnable.

Refunds:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Click here to see our full Refund Policy.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within the number of days determined by the payment processor.

Late or missing refunds:

If you haven’t received a refund yet, first check your credit card account again. It may take some time before your refund is officially posted. Some banks are slower than others and range from instantly to up to 10 days.

Next, contact your credit card company. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@Outdoorkitchenpro.com. We will provide you with the transaction information that we get on our end for you to show your bank.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Warranties:

As an authorized retailer all of our products are covered exclusively under their respective manufacturers warranty. We will assist you in obtaining warranty service. However, the manufacturers, at their sole discretion determine what qualifies under the warranty as well as the level of service that they will provide. 

Most of our manufacturers' warranties can be found here: Warranties