Shipping policy

SHIPPING POLICY:

Orders Processing

All orders are processed and shipped within 5 to 8 working days and shipped out using a fully tracked courier service. Our chosen couriers, including USPS, UPS, and FedEx, consistently facilitate the delivery of your items from our warehouse. Please note that processing times may vary depending on the brand—see below for any exceptions.

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment within 5 business days, we will process the charges and submit the order for shipment.

Order Shipment:

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at support@spadeoutdoorgrill.com

No Shipping outside the USA. (Some exceptions apply - if the website permits you to check out and enter your shipping address, you will receive your order. Some products in particular are available in Canada).

Changing Address

If the order has processed or shipped and you'd like to change your address, we will do our best to accommodate for this change. Please expect delays for all address changes. However, if there are any additional charges from our freight companies because of this change, this will be paid by the customer. No Exceptions Apply.

Shipping Times

All shipping times are estimates and should not be taken as a guarantee. We make sure our vendors know of new orders to get orders shipped out as soon as possible. With that being said, if a customer decides to cancel an order due to a shipment not arriving

Contact Information

Orders processed within 1–5 business days.
Transit time 5–8 business days.
Estimated delivery window → 6–13 business days (processing + shipping).

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:

The carrier will call or text to schedule a delivery appointment. Please respond promptly.
Delivery is curbside. Drivers don't bring items inside, into your backyard, or up stairs, and don't unpack or install.
Many items weigh several hundred pounds, so have helpers or equipment ready.
An adult (18+) must be present to inspect and sign for the delivery.
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

Count the boxes or pallets and compare the count to the delivery receipt.
Check all packaging for damage with the driver present, and take photos.
If you see any damage, write "DAMAGED" and a short description on the receipt before signing.
If damage is severe (crushed, punctured, or visibly broken), you may refuse the delivery.
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:

Your order number
Photos of the damage, the packaging, and the signed delivery receipt
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.