Shipping Policy

Effective Date: April 8, 2026

1. Introduction

At Outdoor Kitchen Systems ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, outdoorkitchensystems.com.

2. Shipping Destinations

Countries We Ship To:
United States

Future Expansion:
We are continually working to expand our shipping destinations. Please check back regularly for updates.

3. Shipping Costs

Domestic Shipping (United States):
Standard shipping is free. Optional or required special delivery services may require additional charges.

Special Delivery Services and Additional Freight Charges:
Standard shipping does not include special delivery services unless expressly stated at checkout or in writing by Outdoor Kitchen Systems. Certain delivery services, including but not limited to residential delivery, lift gate service, assisted pallet unloading, limited-access delivery, call-ahead service, re-delivery, re-consignment, expedited freight, island delivery, straight truck delivery, special delivery appointments, inside delivery, white glove service, or the use of a customer-requested carrier, may require additional charges or prior approval.

If a carrier assesses additional fees before or after delivery due to the delivery location, limited access, re-delivery, lift gate use, appointment delivery, re-consignment, expedited freight, or other special circumstances, those fees may be passed along to the customer when applicable.

Inside Delivery and White Glove Service:
Inside delivery and white glove service are not included with standard shipping. These services must be requested before the order is placed and may require a separate quote based on the delivery location and customer needs.

No Hidden Fees:
All standard shipping costs are calculated and displayed at checkout. Any additional charges for special delivery services will be communicated when applicable.

4. Order Processing Time

Processing Time:
Orders are processed within 1-2 business days, Monday to Friday, excluding holidays.

Order Cut-Off Time:
Orders placed before 12:00 PM EST will begin processing the same day.

Weekend and Holiday Orders:
Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Time

Domestic Shipping:
Standard Shipping: 3-5 business days

Notes:
Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, carrier issues, freight scheduling, product availability, backorders, or delivery-service requirements.

6. Shipping Methods and Carriers

Reliable Carriers:
We partner with reputable carriers to ensure your package arrives safely.

Domestic Carriers:
USPS, UPS, FedEx, freight carriers, and other approved carriers as applicable.

Shipment Tracking:
All orders include tracking information when available, which will be provided via email once your order has shipped.

Insurance:
Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

7. Order Tracking

Tracking Information:
After your order has been shipped, you will receive an email containing:

Tracking Number
Carrier Name
Link to Track Your Package

How to Track Your Order:
Visit outdoorkitchensystems.com/track-order or the carrier's website.
Enter your tracking number to view the status and estimated delivery date.

Assistance:
If you have questions or need assistance with tracking, please contact our Customer Service.

8. Delivery Issues

8.1 Delayed or Lost Packages

Delayed Delivery:
If your package is delayed beyond the estimated delivery time, please contact us at support@outdoorkitchensystems.com or 571-520-7161.

Lost Packages:
If your tracking information indicates that your package was delivered but you have not received it:

Verify the shipping address provided.
Check with neighbors or building management.
Contact us for further assistance.

8.2 Damaged Packages

Inspection at Delivery:
Please inspect all freight and large-item deliveries carefully at the time of delivery before signing for the shipment. If the box, pallet, skid, packaging, or product has visible damage, you should refuse the shipment when possible.

Visible Damage or Shortage:
If there is a visible shortage, missing item, missing box, missing pallet, inaccurate quantity, or any delivery discrepancy, it must be clearly noted on the delivery receipt, freight bill, or bill of lading before signing. If a shipment is visibly damaged and refusal is not possible, the damage must also be clearly noted on the delivery paperwork before signing.

Reporting Damage or Shortage:
Visible damage, shortages, missing items, or delivery discrepancies must be reported to Outdoor Kitchen Systems immediately. Accepting a visibly damaged shipment or signing for a shipment with missing items without written notation may limit our ability to assist with a freight claim, replacement, or refund.

Hidden Damage or Shortage:
Hidden damage or shortages discovered after delivery must be reported to us within 48 hours of delivery so we can assist with a carrier, supplier, or manufacturer claim.

Documentation Required:
If your package arrives damaged or items are missing, please take photos of the damaged packaging, product, shipping label, delivery paperwork, and any missing-item indicators when applicable. Please keep the original packaging and materials until the claim is reviewed.

Resolution:
We will work with you to arrange a replacement, replacement parts, refund, repair assistance, or freight claim assistance as appropriate.

9. Missing Items and Order Discrepancies

Reporting Missing Items or Order Discrepancies:
Please inspect your order promptly upon delivery. If any items are missing from your order, quantities are inaccurate, or you received an incorrect item, please contact us as soon as possible.

Freight shortages or large-item delivery discrepancies must be reported within 48 hours of delivery. Other non-freight order discrepancies, including incorrect items or inaccurate quantities, should be reported within 10 business days of delivery so we can review and assist with a correction.

Information Required:
Please provide your order number, details of the missing or incorrect item, photos when applicable, and any delivery paperwork.

Resolution:
We will investigate and resolve the issue promptly by sending the missing item, arranging replacement parts, offering a correction, assisting with a freight claim, or providing another appropriate resolution.

10. Return and Refund Policy

Returns:
Returns are accepted within 30 days of receiving your order.

Return Authorization Required:
All returns must be approved before the product is returned. A Return Merchandise Authorization or return approval must be issued before any item is shipped back. Items returned without prior authorization may be refused or may not qualify for a refund.

Conditions for Returns:
Items must be unused, undamaged, unopened when applicable, and in their original manufacturer packaging. Products must include all documentation and must be in resalable condition. Certain items, including personalized, special-order, discontinued, clearance, final-sale, or perishable goods, may not be eligible for return.

Inspection of Returned Items:
All returned products are subject to inspection before a refund is issued.

Restocking Fee:
Approved returns of new, unused, unopened products in resalable condition may be subject to a restocking fee of up to 25%. The applicable restocking fee may vary by product, supplier, manufacturer, or return reason. Non-defective returns, refused deliveries, incorrect-address returns, and orders cancelled after shipment may also be subject to applicable restocking fees, return freight charges, or carrier fees. Any applicable restocking fee will be deducted from the refund amount.

Return Shipping Costs:
Customer Responsibility: Return shipping costs are the customer's responsibility unless the item is defective or not as described.
Company Responsibility: If the return is due to our error, we will cover the return shipping costs.

Refunds:
Refunds are processed within 14 days after receiving and inspecting the returned item.
Refunds will be issued to the original payment method. Merchandise approved for return may be credited at the original purchase price less applicable restocking fees, return shipping costs, or other approved deductions.

Return Time Limit:
No returns or credit requests will be accepted after 30 days from the date the order is received.

For More Information:
Please refer to our Return and Refund Policy for detailed information.

11. Incorrect Address

Address Accuracy:
Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.

Returned Packages:
If a package is returned due to an incorrect address provided by the customer:

We will contact you to arrange reshipment.
Additional shipping charges may apply.
Returned packages may be subject to carrier fees, return freight charges, and a restocking fee of up to 25%.

Address Corrections:
If an address correction is required after shipment, the customer may be responsible for any carrier fees, re-delivery charges, or other costs associated with correcting the shipment.

12. Order Cancellations

Cancellation Requests:
Cancellation requests must be submitted as soon as possible by contacting us at support@outdoorkitchensystems.com.

Cancellation Confirmation:
A cancellation is not confirmed until you receive written confirmation from Outdoor Kitchen Systems.

Orders Already Shipped:
Once an order has shipped, it cannot be cancelled. Shipped orders will be handled as returns and will be subject to our Return and Refund Policy, including any applicable return shipping costs, carrier fees, or restocking fees.

13. Product Availability, Errors, and Corrections

We make every effort to provide accurate product information, pricing, shipping charges, transit times, and availability. However, errors, inaccuracies, or omissions may occasionally occur.

We reserve the right to correct errors, inaccuracies, or omissions at any time, including after an order has been submitted. This may include corrections related to product descriptions, pricing, promotions, shipping charges, transit times, or availability.

If an order is affected by an error, availability issue, backorder, or shipping limitation, we may contact you with updated information, offer an alternative solution, or cancel and refund the affected order when appropriate.

Backorders and Partial Shipments:
If an item is backordered or temporarily unavailable, we may contact you with updated availability information. Depending on the order and product availability, we may hold the order until all items are available, ship available items separately, offer an alternative product, or cancel and refund the affected item when appropriate.

14. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

Customer Service Email: support@outdoorkitchensystems.com
Customer Service Phone: 571-520-7161

Company Address:
Outdoor Kitchen Systems
8401 Mayland Dr, Ste A
Richmond, VA 23294
USA

Our customer service team is available Monday to Friday, 9 AM to 5 PM EST.

15. Changes to This Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.

Thank you for shopping with Outdoor Kitchen Systems!
We appreciate your business and are committed to providing you with exceptional service.