Shipping, Returns & Policies

Your satisfaction is our mission. These policies are designed to protect your investment and give you complete confidence in every purchase.

Table of Contents

1. Return Policy
2. Shipping & Delivery
3. Shipping Damage Policy & Procedures
4. Order Cancellation & Changes
5. Price Match Guarantee

Return Policy

At The Outdoor Kitchen Store, your satisfaction is our top priority. We want you to love every product you purchase from us. If for any reason a product does not meet your expectations, we are here to help with solutions. Depending on the reason for your return, we may process it as a standard return, a damaged item return, or a defective item warranty claim. Each category has different rules and timeframes, so please review the details below or contact our team to begin the process right away.

Standard Returns

Item(s) must be in unused, unassembled condition and returned in the original packaging within 30 days of delivery.

Items Not Eligible for Return:

• Used items, including items that have been installed or assembled
• Clearance and warehouse deal items
• Custom-made, special-order, and made-to-order products
• Items marked as non-returnable in the product description
• Items requested for return outside of the 30-day return period

How the Return Process Works:

• All shipping costs (to and from) are deducted from your refund. This includes the original cost we incurred to ship the item to you and the cost of return shipping.
• Once you contact us, you will receive an email confirming your request along with additional details on the process.
• An itemized Return Authorization, return shipping labels, and detailed instructions will be emailed to you upon approval. Approved returns must be shipped back within 15 days of receiving approval.
• For items returning via freight truck, we require a photo of the item in its packaging before the return is authorized. A simple cell phone photo will do — we just need a “before” picture in case of any damage during return transit.
• Your return must be properly packaged in the original outer and inner packaging to help reduce damage and must include all original parts, manuals, pieces, and packing slips.
• After The Outdoor Kitchen Store receives and inspects the return, your refund will be issued within 10 business days. Depending on your  bank or card issuer, the refund may take an additional 3–5 business days to appear on your statement."
  

Important: Any items returned outside of this process or the 30-day period are not eligible for a refund. Any items returned on your own without authorization are not eligible for a refund.

Restocking Fees

We do not charge restocking fees on standard returns. Most companies charge a restocking fee — we just do not do business that way.

Exchanges

If you would like to return your items and place a new order with us, we will cover half of the original item’s initial and return shipping costs and provide free shipping on a qualifying new order.

Damaged Items

If you receive a damaged item, you must notify us within three (3) calendar days of delivery. Open and inspect all items upon delivery.

If you are not installing your product right away, you still need to open and inspect everything for damage within this timeframe.

Damage Reported Within 3 Calendar Days of Delivery:

• Report damage to us (after inspecting the box and all inner items/contents) within 3 calendar days.
• We will then offer replacement parts, a discount to keep the item as-is, or authorize a return for refund/replacement.
• The item must NOT be used in any way during this period.
• If you choose to keep the item for a discount, you have 3 calendar days to accept or reject the discount offer. Do not use the item until a final resolution is agreed upon.
• Keep all packaging, boxes, and all items/pieces in case the item needs to be returned to us.

Damage Reported After 3 Calendar Days:

• No refunds, store credits, or free parts will be offered or issued. This is non-negotiable.
• We will only be able to sell you replacement parts for a repair.
• This falls outside of our timeframe to file claims with the carrier or manufacturer/shipping warehouse.
• Since no return will be approved, you are free to use the item. We may require pictures to determine the parts needed.

Defective Items

In the rare instance that you receive a defective product, most manufacturers we carry have great warranty processes in place. Please check your product manual for details.

If you are advised to contact us, here’s what to expect:

• The defective item must still be within the manufacturer’s warranty period.
• You will need to provide serial numbers, a description of the issue, and any photos or video depicting the defect.
• Our team will attempt to troubleshoot with you to verify the defect.
• We report the issue to the manufacturer and begin the claim process on your behalf.
• The manufacturer will review the claim and approve or reject it. Response times vary by manufacturer.
• If approved, the warranty process begins and service, parts, repair, or any combination will be provided per the manufacturer’s warranty terms.
• Some parts or items may need to be returned to the manufacturer for quality control. We will advise you of this.

Please note: The Outdoor Kitchen Store is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods. We recommend waiting to schedule installation until after your order arrives and items have been fully inspected.

Defects Outside the Warranty Period:

• We will not be able to facilitate a claim with the manufacturer.
• Replacement parts or whole units may be available for purchase through The Outdoor Kitchen Store. Contact us for pricing and availability.
• Parts or replacements may not be available for discontinued items.

Frequently Asked Questions — Returns

Can I return an item that has been assembled, installed, or used?

No. We cannot accept returns on items that have been assembled, installed, or used.

What if I’ve already assembled or used the item?

Depending on your situation, we may be able to assist with replacement parts or a discount if the item was damaged. If the item is defective, we can help you through the manufacturer’s warranty process.

Will I have to pay for return shipping?

Yes. If returning an item, you are responsible for the return shipping cost as well as the original cost of shipping the item to you. These amounts are deducted from your refund.

What pictures do I need to provide?

For standard returns, we need an image of the items packaged and ready for return shipment. Some vendors require images of the items out of the box. For damaged items, we need images of the damage itself as well as the items packaged for return.

Need Help? We are Here for You.
Phone: 813-875-EGGS (3447)
Email: [email protected]

Shipping & Delivery

We’ve made shopping simple. All orders over $49 ship free to your home within the contiguous 48 states. Orders under $49 ship at one low flat rate. No hidden fees. No complicated calculations. Just straightforward shipping so you can focus on building the outdoor kitchen of your dreams.

Shipping Methods

Standard Parcel Shipping (Smaller Items)

Smaller items ship via UPS or FedEx. Once shipped, items typically arrive within 3–5 business days. You will receive a shipping confirmation email with tracking information.

Freight Shipping (Larger Items)

Items that are too large for standard parcel delivery ship via freight carrier. This includes most grills, outdoor kitchen islands, and large appliances. Here is what to expect:

• Freight shipping includes curbside delivery and lift gate service only.
• The driver will unload your delivery from the truck using a lift gate, but it is your responsibility to move the shipment from the curb to your property.
• We recommend having helpers on standby to assist with moving items from the curb.
• Freight carriers usually make deliveries in semi-trucks, which are unable to navigate narrow, dead-end, or obstructed streets. If your residence has any access limitations, please let us know when placing your order.
• Some carriers will call to schedule a delivery appointment during standard business hours (Monday–Friday, 8 AM – 5 PM). Others will deliver without an appointment.
• Your shipping confirmation email will specify which delivery process to expect.

White Glove Delivery (Premium Service)

For the ultimate convenience, our White Glove Delivery service includes unloading, hauling to your desired accessible location, unboxing, packaging removal, and limited item setup. This premium service is available for an additional charge. Contact us for a free quote.

Delivery Inspection — This Is Critical

All shipments should be opened and inspected within 48 hours of delivery.

When your products arrive, inspect them immediately for any damaged or missing items. You may note any issues and sign for the delivery or refuse delivery altogether if multiple items are damaged.

• If you refuse delivery, you must refuse the delivery in its entirety — not merely the damaged items.
• Contact us immediately if any items are missing or damaged. You have 3 calendar days from delivery to report any issues.
• If the shipping company needs to contact you, they will use the phone number you provided at checkout.

Shipping Details

Where Do Orders Ship From?

Products are shipped directly from manufacturers or from our distribution center partners located throughout the United States.

Incorrect Address / Undeliverable Shipments

If any item is shipped and returned because it is not deliverable due to an incorrect address, you will be responsible for shipping costs both ways. If a freight shipment is returned because the carrier could not access your residence, this is treated as a standard return subject to our regular return policies.

Alaska, Hawaii & International Shipping

Shipments to Alaska and Hawaii require an individual shipping quote. If you order online, a customer service representative will contact you with the additional shipping charges before your item is shipped.

We also offer international shipping. All international orders are subject to import duties and taxes assessed by local governments, which are due upon delivery. Contact our team for a competitive international shipping quote.

Order Processing

We process orders quickly so you can receive your products as fast as possible. Our warehouse can begin routing, boxing, and shipping your order within minutes of it being placed. If you need to make changes to your order, contact us immediately.

Need Help? We’re Here for You.
Phone: 813-875-EGGS (3447)
Email: [email protected]

Shipping Damage Policy & Procedures

No need to worry if anything is damaged in transit — we will take care of the situation. Most items can be fixed or replaced. Before refusing any delivery, please contact our Customer Care Team so we can assess the damage, determine the best solution, and walk you through the process.

Step 1: Inspect Your Delivery Thoroughly

At the time of delivery, the carrier will provide you with a Bill of Lading (BOL) and/or Delivery Receipt for you to sign. It is critically important to thoroughly inspect your shipment before signing.

• Visually inspect both the inside and outside of all boxes.
• Make all notations regarding any damage on the paperwork.
• Each carrier uses their own standard forms — ensure you fill out the proper spaces provided.

Step 2: Document Any Damage

If you find damage during your inspection, all damage and defects MUST be noted on all copies of the BOL and Delivery Receipt.

This documentation is necessary for us to file a claim with the carrier and to assist you with a return, replacement, or repair.

• If the driver rushes you, write “subject to inspection” next to your signature on the Delivery Receipt and BOL.
• If you see obvious damage to the shipping box or packaging, ask the driver to open the carton and inspect the contents with you.
• If you find damage, write “Damaged on Delivery” on the BOL and/or Delivery Receipt.

Step 3: Notify Us Immediately

You must notify The Outdoor Kitchen Store within 3 calendar days of delivery to process a damage claim.

Contact our Customer Care Team with the following information:

• Your order number
• Photos of all damage (product damage AND packaging damage)
• A copy of the signed BOL/Delivery Receipt with damage notations
• A description of the damage

Should I Accept or Refuse a Damaged Delivery?

We highly recommend you accept delivery even if the packaging shows slight damage, as the product inside may be perfectly intact. We will issue a full refund for any product that was damaged, defective, or incorrect if we determine the issue cannot be resolved with replacement parts or an exchange.

If the damage is severe and clearly affects the product, you may refuse the delivery. Please contact us before refusing so we can guide you through the best course of action.

Resolution Options

Once we’ve reviewed your damage claim, we will work with you to find the best solution:

• Replacement parts shipped to you at no charge
• A discount to keep the item in its current condition
• A full return for refund or replacement

Our goal is to get you cooking in your dream outdoor kitchen as quickly as possible. We’ll handle the logistics — you focus on planning your first meal.

Need Help? We are Here for You.
Phone: 813-875-EGGS (3447)
Email: [email protected]

Order Cancellation & Changes

Changed your mind or need to modify your order? We are happy to help — but time is of the essence. We process orders quickly so you receive your products as fast as possible. That means our warehouse can begin routing, boxing, and shipping your order within minutes of it being placed.

How to Cancel or Modify Your Order

The best way to make changes after an order is placed is to contact us immediately by phone or email. Calling us right away is the fastest way to ensure we can modify your order before it has been packaged and shipped.

• If you do not reach us by phone, email us or leave a voicemail so we can get back to you as soon as possible.
• Once items have shipped, we cannot cancel them and must process a return instead. This is why contacting us quickly is so important.

Stocked Products

A stocked product is one that is inventoried in our warehouse facilities and currently in stock, ready to be shipped. Stocked products can be cancelled or changed free of charge if the shipping process has not yet started.

If the shipping process has already begun, we will do our best to halt the shipment if it is still in the warehouse or instruct the carrier to return it. These situations may require additional handling and service fees, which will be discussed with you before proceeding.

Custom & Special Orders

A custom order is a product manufactured at the factory specifically based on your order, or a product not regularly stocked in our warehouses.

• Custom orders where the manufacturer has not begun production can be modified or cancelled at no charge.
• Once production has started, custom orders cannot be cancelled or modified. All custom orders that have entered production are final sale.

Incorrect Payment or Shipping Information

If you provided incorrect payment or shipping information when placing your order, contact us immediately. Our team will assist you in getting the order corrected or cancelled and a new order created with the right information.

Order Status

An order may show a “canceled” status if there is any problem with the form of payment. The payment status will reflect this information. If your order was completed correctly, you will have received an email confirmation along with confirmation of payment.

Need Help? We are Here for You.
Phone: 813-875-EGGS (3447)
Email: [email protected]

Price Match Guarantee

We are confident we offer the best value in outdoor kitchens. But if you find a lower price on an identical item from an authorized online retailer, we will match it. It is that simple. We want you to shop with complete confidence knowing you are getting the best deal — right here.

How It Works

If you find a lower price on an identical item at a local or online retail competitor (including shipping and delivery fees), simply show us the competitor’s current listing — whether it is a website, advertisement, printout, photo, or smartphone display — and we will match their price.

To request a price match:

• Call or email us and direct our team to the website or advertisement with the lower price.
• After you share the item and price details, we will verify the information before completing the price match.
• If eligible, our team will assist you in completing your purchase at the matched price.

Price Match Requirements

• The product must be new and identical (same brand, model number, and color).
• The product must be in-stock and available for delivery at the time of your purchase.
• The competing price must have been offered within the last five (5) days.
• The product must be shipped from and sold by an authorized online retailer.
• We must be able to confirm the lower price in writing (on a website, in an advertisement, etc.).
• If the competing price is below our cost (plus shipping and handling), we will offer the product to you at our cost (plus shipping and handling).
• If the product has a manufacturer’s minimum sale price policy, we are obligated not to sell below that price.
• If the product has a manufacturer’s authorized dealer policy, we will only match prices from other authorized dealers.

What’s Not Eligible

• Clearance, closeout, discontinued, refurbished, used, or damaged items
• Non-retail, private sales, membership clubs, and auction websites
• Products sold by third-party marketplace vendors
• Products offered as part of a giveaway, sweepstakes, or bundled with special terms
• Out-of-stock items, rebates, mail-in offers, coupons, loyalty program discounts, pre-order items, and flash sales
• Installation labor
• Brands with special pricing agreements (contact us for details)

Quotes

Prices on quotes are good for 7 days from the date sent to you, excluding special pricing, promotional items, or manufacturer price increases. In the event of a price increase from the manufacturer, your quote will be updated and your sales representative will follow up with you to discuss options.

Need Help? We are Here for You.

Phone: 813-875-EGGS (3447)
Email: [email protected]