Parcel & Freight Delivery
Smaller items ship by UPS, FedEx, or USPS. Grills, BBQ islands, and other large or heavy items ship by LTL freight, usually on a pallet. For freight deliveries:
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The carrier will call or text to schedule a delivery appointment. Please respond promptly.
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Delivery is curbside. Drivers don't bring items inside, into your backyard, or up stairs, and don't unpack or install.
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Many items weigh several hundred pounds, so have helpers or equipment ready.
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An adult (18+) must be present to inspect and sign for the delivery.
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Carrier fees for missed appointments, redelivery, or storage are the customer's responsibility.
Inspecting Your Delivery & Damaged Items
Inspect every delivery before you sign, and report any damage or defects within 5 business days of delivery. Carriers and manufacturers only accept claims that are documented quickly, so these steps protect you.
At delivery, before you sign
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Count the boxes or pallets and compare the count to the delivery receipt.
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Check all packaging for damage with the driver present, and take photos.
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If you see any damage, write "DAMAGED" and a short description on the receipt before signing.
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If damage is severe (crushed, punctured, or visibly broken), you may refuse the delivery.
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Email us the same day with your photos.
Signing a receipt with no notes makes a damage claim much harder. When in doubt, write it down.
After delivery
Unpack and inspect everything as soon as possible. Email support@spadeoutdoorgrill.com within 5 business days of delivery with:
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Your order number
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Photos of the damage, the packaging, and the signed delivery receipt
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A short description of the problem
Don't use, assemble, or install a damaged item. Keep all packaging until the claim is resolved, because the carrier or manufacturer may need to inspect it.
How we make it right
Depending on the damage and the manufacturer, we'll offer free replacement parts, a partial refund if you'd like to keep the item as-is, or a replacement or refund. We'll work with the carrier and manufacturer on the claim.
Damage reported after 5 business days
After 5 business days, it's usually too late for us to file a claim with the carrier or manufacturer. We can't offer free replacements, refunds, or discounts at that point, but we'll gladly help you
buy replacement parts.
What isn't damage
Protective film or manufacturing residue on stainless steel is normal and isn't considered damage.
Missing, Lost & Stolen Items
Report missing items within 5 business days of delivery. If they can't be found, we'll send replacements at no cost.
Boxes missing at delivery
If boxes listed on your delivery receipt are missing, write "SHORT" and the number of missing boxes on the receipt, and tell the driver before signing. Then email us within 5 business days of delivery. Carriers often need a few business days to locate missing pieces.
Parts missing from inside a box
If a sealed box is missing parts or hardware, email us within 5 business days of delivery. Include your order number and the part numbers from the manual, and we'll work with the manufacturer to get them to you.
Missing-item claims reported after 5 business days may be declined.
Lost or stolen parcel packages
If tracking shows a UPS, FedEx, or USPS package as delivered but you can't find it, check around your property and with neighbors, then contact the carrier. We aren't responsible for packages the carrier confirms as delivered, but we'll help you file a claim. If a package is lost before delivery, contact us and we'll open a trace with the carrier.
Address changes
Contact us right away if you need to change your shipping address. We'll do our best, but changes may cause delays, and any extra carrier charges are the customer's responsibility.
Before you schedule installers
Don't book contractors, installers, or gas or electrical work until your order has arrived and been fully inspected. We aren't responsible for costs caused by shipping delays, damage, or missing parts.
Defective Items & Warranty
Every product we sell is covered by its manufacturer's warranty. Defects found after installation or use are handled through that warranty, not as returns.
To start a warranty claim, contact the manufacturer using the warranty information included with your product. Keep your order confirmation as proof of purchase, and register your product with the manufacturer if they offer registration. If you need help finding the right contact or paperwork, email us and we'll point you in the right direction.
Warranty coverage and terms are set by each manufacturer. Improper installation or unapproved modifications may affect coverage.
If an item arrives damaged or defective, follow the steps under Inspecting Your Delivery & Damaged Items instead.