Shipping policy

SHIPPING RATES

We keep it as simple as possible. Please note - Not all items qualify for our Free Shipping as outlined below.

Free shipping on qualifying orders over $99* 

Most items ship to your home for free, including a majority of the big items. 

Any order under $99 ships for a flat rate of $14.99. 

*Not all products qualify for free shipping. Please call if you have a question about a certain product.

60 Day “No Hassle” Returns

Return all new, unused, non-assembled, and resalable items in their original packaging for a full refund (minus any shipping costs we incurred) within 60 days from date of purchase.

No Restocking Fee

Seriously.

 

Outside the Continental U.S. Orders

We do not ship items directly outside of the Continental U.S.

*Flat-Rate or free shipping policy applies to products shipped via standard shipping to locations in the continental U.S.

 

Free Shipping Offer / Promotion

If you follow on social media or are a subscriber to our e-mail list you may reap the rewards of a free shipping promotion on items under $99. The Free Shipping promotional code (coupon code) may be combined with other offers, unless specifically stated otherwise. Any free shipping offer via promotional coupon applies only to standard shipping policies. The offer is not valid on previous purchases and cannot be applied retroactively.

 

Shipping Specifications

Shipping is very important and crucial. We'd love to personally deliver your order but that's not practical so we rely on various carriers and distribution centers to get your order from our system to your front door. Shipping is easily one of the greatest points of contention in our industry. Delivery times, state of the product on arrival, where the product will be left, time frames the products will be delivered within - these are all factors than can go smoothly or cause friction. We're here to facilitate where possible to ensure your happiness and loyalty. We've been in the outdoor kitchen business for twenty years and we've seen it all so to better help you we've outlined some policies below to better help you understand the process and as well as to better be informed in an issue does arise.

We have chosen highly regarded delivery companies that not only specialize in our industry but excel in the global online retail product delivery world. We have personally vetted each carrier we rely on and have personal relationships with our reps for these companies. This does not mean we can work magic, pull strings or ask for favors but it does mean we too have a person on the other side that cares about our business and therefor our customers.

Our in-stock orders typically take about 7-14 business days to reach a customer. Direct shipments are made to continental U.S. locations only. If there are supply issues or potential departure delays from point of distribution we will do our best to notify you in a timely manner via phone or e-mail and will work with you to rectify any delivery expectations.

We do not charge shipping on items with a free shipping icon next to them on our website or any qualifying items $99 and up when shipped to within the Continental U.S. 

We reserve the right to choose which freight/LTL carrier handles your shipment. We do not, however, control the shipping companies (Freight or UPS). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, nor can we make a delivery happen on a certain day, and we can only approximate delivery times that the delivery company makes available to us. We would love to have more direct control over shipments so that we could ensure an amazing customer service experience every time but the fact is we work here at Grillscapes and they work at the shipping company.

All shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a valid signature, Grillscapes.com can not be held responsible for damages that may have occurred during delivery.

Remote or hard-to-reach areas may incur additional shipping fees. This applies to Free Shipping and regular shipping orders. If this is the case with your order, a Customer Service representative will contact you promptly to notify you of any additional charges.

It is the customers responsibility to inform us of any potential problems with this type of delivery at the time of purchase. Grillscapes.com is not responsible for shipping costs on merchandise not delivered due to a shipping companies inability to deliver to a particular location.

Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. In-home delivery is neither implied nor offered without additional charge, and is not necessarily available even if the customer is willing to pay more for it.

White Glove Service on delivery is an option for some products. This shipping option allows you to pay for custom delivery services. Charges vary, so contact us for a custom quote.

We do ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. If we cannot send your package to your APO/FPO address, we will contact you. APO/FPO shipments may be subject to additional shipping fees.

If you will be charged any additional shipping, we will contact you to notify you of the fees and give you a chance to adjust your shipping address if you so desire. If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping fees both ways.

Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.

 

DELIVERY INSPECTION 

Over 99% of deliveries have no external or internal damage, and are signed for without a problem. For your protection, we ask that you please inspect your packages following these guidelines:

 

IMPORTANT - you have 48 hours to call us to report delivery damage

• If your shipment arrives through a typical delivery service such as UPS or FedEx, you have 48 hours to call us to report the damage.
• If you authorize the freight company to leave freight without a signature, Grillscapes.com cannot be held liable for any damages or missing pieces. Leaving a note is the same as signing for your products in good condition.
  
  

Freight Delivery Inspection Steps

Following these steps will greatly increase the "ease" of the large item delivery process. Always feel free to call if you have any questions or concerns regarding delivery inspection.

 

Step 1. Upon delivery, ensure that the pallet/piece count on the delivery receipt matches the number of pallets/pieces you receive. If a pallet(s) or piece(s) is missing:

• Note this on the delivery receipt before you sign. Example: “Received 4 of 5 pieces”
• Call us immediately to let us know you are missing pallets/pieces. We will coordinate with the shipping company to locate the missing pallets/pieces or replace them.

 

Step 2. Inspect the packaging for external damage. If you notice exterior damage:

• Open the box and inspect for concealed damage before signing the delivery receipt. If you notice external damage and the delivery driver will not allow you inspect the inside of the package or the driver will not let you note “damaged” on the delivery receipt, call us immediately. If you are unable to reach us, you should refuse the shipment. Doing this will not invalidate your order and we will still work diligently to get your order to you in good condition as quickly as possible.
• Note any damages to the packaging or products on the delivery receipt by specifically writing the word “Damaged” before signing.

 

IMPORTANT - Signing your delivery receipt without noting any damages legally states that you have received your freight in good condition.

Step 3. If there is no visible external damage, sign for your freight.

Step 4. Please inspect your items for concealed damage after the driver has left.

 IMPORTANT - You have 48 hours to call us to report delivery damage