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.

By making a purchase on our Website, you agree to this Shipping Policy.

2. Shipping Destinations

Countries We Ship To:
United States

Shipping Restrictions:
Orders can only be shipped to eligible addresses within the United States. Certain products may not be available for delivery to all areas. Some items cannot be shipped to PO Boxes and may require a physical street address capable of receiving parcel, freight, or large-item delivery.

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 unless otherwise stated at checkout or in writing by Outdoor Kitchen Systems.

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, white glove delivery, assembly, gas fitting, gas line connection, removal of old grills or parts, and similar services are not included with standard shipping unless expressly stated in writing. These services must be requested before the order is placed and may require a separate quote based on the delivery location, product, carrier, and customer needs.

4. Brand-Specific Shipping Rules

4.1 Summerset Products

Summerset products follow one universal shipping rule regardless of fulfillment source.

Processing Time:
Summerset orders are typically processed within 1–2 business days, Monday to Friday, excluding holidays, when products are in stock and payment has been authorized.

Delivery Method:
Summerset products may ship by parcel carrier or freight carrier depending on the product size, weight, and delivery location. Large items may be delivered curbside, driveway, or to another carrier-approved delivery point unless an upgraded delivery service is arranged and approved before shipment.

Special Delivery Services:
Special delivery services, including lift gate, limited-access delivery, appointment delivery, re-delivery, re-consignment, island delivery, expedited freight, inside delivery, white glove service, or other non-standard services, may require additional charges.

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.

4.2 Napoleon Hearth Products

Processing Time:
Napoleon Hearth orders are typically processed within 1–2 business days, Monday to Friday, excluding holidays, when products are in stock and payment has been authorized.

Delivery Method:
Napoleon Hearth products may ship by parcel carrier or freight carrier depending on the product size, weight, and delivery location. Large items may require freight delivery, curbside delivery, appointment scheduling, lift gate service, or other freight services depending on the carrier and delivery location.

Special Delivery Services:
Additional shipping charges may apply for assisted unloading, call-ahead service, re-delivery, island delivery, white glove service, lift gate service, special appointments, inside delivery, or other non-standard delivery needs.

Backorders and Partial Shipments:
If a Napoleon Hearth 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.

4.3 Napoleon Grills Products

Napoleon Grills shipping may follow Napoleon manufacturer guidelines where applicable.

Processing Time:
Napoleon Grills orders are typically processed within 1–2 business days, Monday to Friday, excluding holidays, when products are in stock and payment has been authorized. Orders placed on weekends or holidays will be processed on the next available business day.

Delivery Method:
Napoleon Grills products may ship by parcel carrier, freight carrier, curbside or driveway delivery, garage/building delivery, white glove delivery, or another approved delivery method depending on the product, delivery location, and service availability.

Estimated Delivery Time:
Many Napoleon Grills orders may arrive within approximately 2–7 business days from the time the order ships. Delivery times are estimates and may vary based on product availability, order timing, payment authorization, carrier scheduling, delivery location, and the delivery method used.

Delivery Scheduling:
For certain large-item, freight, or special delivery orders, you may be contacted to schedule delivery. A delivery window may be provided by the carrier or delivery provider when applicable.

White Glove or Special Delivery Services:
White glove delivery, assembly, inside delivery, gas fitting, gas line connection, removal of old grills or parts, and similar services are not included unless expressly stated in writing. Availability may vary by product, location, carrier, and service provider. Certain special delivery services may not be available for all addresses, including locations requiring stairs, elevators, condominium access, apartment-building access, or other restricted delivery conditions.

Shipping Restrictions:
Some Napoleon Grills products may require parcel-deliverable or freight-eligible addresses. Orders may be denied or delayed if the delivery address cannot receive the applicable delivery method. Products cannot be shipped to PO Boxes when a physical delivery address is required.

5. Order Processing Time

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

Order Cut-Off Time:
Orders placed before 12:00 PM EST may begin processing the same day. Some in-stock items may ship the same business day, but same-day shipping is not guaranteed and may vary by product, brand, supplier, carrier, order type, payment authorization, and product availability.

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

6. Estimated Delivery Time

Domestic Shipping:
Estimated delivery times vary by product, brand, carrier, and delivery method. Many parcel and standard delivery orders may arrive within approximately 2–7 business days after shipment.

Freight and Large-Item Delivery:
Freight and large-item deliveries may take longer than standard parcel shipments and may require delivery appointments, carrier scheduling, or special delivery arrangements.

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

7. Shipping Methods and Carriers

Reliable Carriers:
We partner with reputable parcel, courier, freight, and other approved delivery providers to ensure your order arrives safely.

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

Shipment Tracking:
Orders include tracking information when available. Tracking information will be provided by email once your order has shipped or when the applicable carrier or delivery provider makes tracking available.

Insurance and Claims Assistance:
Shipments may be insured against loss or damage where applicable. If you encounter any delivery issues, please contact us promptly so we can assist with a carrier, supplier, manufacturer, or freight claim when appropriate.

8. Order Tracking

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

Tracking Number
Carrier Name
Link to Track Your Package
Delivery or scheduling information, when applicable

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 team.

9. Delivery Issues

9.1 Delayed or Lost Packages

Delayed Delivery:
If your package is delayed beyond the estimated delivery time, please contact us at support@outdoorkitchensystems.com or +1 571-520-7161.

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.

Carrier Delays:
Outdoor Kitchen Systems is not responsible for delivery delays caused by weather, carrier delays, freight scheduling, address issues, limited access, product availability, backorders, or other circumstances beyond our control. However, we will assist you where possible.

9.2 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.

10. 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.

11. Return and Refund Policy

Returns:
Returns are accepted within 30 days of receiving your order, subject to our Return and Refund Policy and any brand-specific return rules.

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

12. 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, re-consignment fees, or other costs associated with correcting the shipment.

13. 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, freight charges, or restocking fees.

14. 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.

15. Contact Information

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

Customer Service Email: support@outdoorkitchensystems.com
Customer Service Phone: +1 571-520-7161

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

16. 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.