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Our Policies

All purchasing transactions take place over a secure connection. This means that while theoretically someone could be listening to the conversation between your computer and our server, they could not understand it. It is encrypted with the highest standards and latest technologies possible. As for personal information, we will not give any information you confide in us to any other companies without first receiving consent from you. We realize that your personal information is given to us for purchasing and shipping reasons only, and we respect that. If you have any questions, please call us toll free at 210-483-3114.

Item Info & Pricing

Big Ridge Outdoor Kitchens, LLC, reserves the right to change item pricing or information at any time. As a result, prices on our website may not be accurate. If an item is ordered off of the internet before we have updated our prices, the purchaser will be notified and given the option to cancel or pay the difference. If the price of an item is lowered after a purchase is made, Big Ridge Outdoor Kitchens, LLC will not refund the difference to the customer.

In some instances, we may show a picture that does not exactly match the product but helps illustrate what it will look like. Some examples include: doors where we only have a picture of one side (left of right) but we are offering several styles; gas logs where we show a 24 inch log set but offer other sizes, etc. In these instances, we will ship you the item you order (even though it may be slightly different than the image). Please check the product information and specs before you purchase.

* Discounts & Coupon Codes:
Please note that a coupon code may not work for all brands. Some of our products are already set to the minimum price the manufacturer will allow us to advertise.

 


Simple Shipping

Free Shipping on orders over $239

Ship your entire order to your home for free, especially the big stuff! Manufactured Stone and Stone Related Products from Stone House Solutions and Select-a-Size Modules do not qualify for free shipping. Please call for freight quote.

$14.95 Flat-Rate Shipping

Anything under $239 ships at one low price. If your order increases, your shipping stays the same! Manufactured Stone and Stone Related Products from Stone House Solutions and Select-a-Size Modules do not qualify for flat rate shipping. Please call for freight quote.

45–day “No Hassle” Returns

We allow you to return all new, unused, and resalable items in their original packaging for a full refund (minus actual shipping cost we incurred). Custom orders are not eligible for return.

No Restocking Fee

Most companies charge a 15% or more restocking fee. We want you to be happy with your purchase, so we don't have a restocking fee. However, customer is responsible for shipping costs incurred both ways. Custom orders are not eligible for return. See our returns policy for more information.

This flat rate or free shipping policy applies to products shipped via standard shipping to locations in the contiguous 48 states. Big Ridge Outdoor Kitchens, LLC reserves the right to choose delivery type (parcel or freight), carrier, and service level of each shipment shipped via standard shipping. In the event of freight shipments, standard shipping includes curb side delivery and lift gate service. If special considerations are required for curbside delivery (ex: hard to reach areas such as Martha’s Vineyard or a rooftop condo, etc), these special considerations will be an additional fee and are not included in standard shipping. Our Simple Shipping Policy does not apply to items that require you to call for pricing, as these sometimes also require special considerations for delivery.

Shipping Specifications

All shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, Big Ridge Outdoor Kitchens, LLC can not be held responsible for damages that may occur during delivery. It is the customers responsibility to inform us of any problems with this type of delivery at the time of purchase. Big Ridge Outdoor Kitchens, LLC is not responsible for shipping costs on merchandise not delivered due to a shipping companies inability to deliver to a particular location. Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. In home delivery is neither implied nor offered without additional charge, and is not necessarily available even if the customer is willing to pay more for it.

Remote or hard-to-reach areas (example: Martha’s Vineyard, etc.) may incur additional shipping fees. This applies to Free Shipping and regular shipping orders. If this is the case with your order, a Customer Service representative will contact you promptly to notify you of the additional charges.

If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.

 

We use UPS or FedEx for smaller items, and larger items go freight. We reserve the right to choose which freightway carries your shipment. We do not, however, control the shipping companies (freight or UPS). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day, and we can only approximate delivery times. Basically we only know what they tell us from that point on. We wish we had more direct control over shipments, but that is not how shipping companies work.

Our in-stock orders will probably take about 7-14 business days to reach a customer. Any custom orders will take approximately 6-8 weeks. We ship to continental U.S. locations only.

 


 

Delivery Inspection

Over 99% of deliveries have no external or internal damage, and are signed for without a problem. For your protection, we ask that you please inspect your packages following these guidelines:

Important! You have 3 business days to call us at 210-483-3114 to report any damage.

Standard Delivery:

If your shipment arrives through a typical delivery service such as UPS or FedEx, you have 3 days to call us at 210-483-3114 to report the damage.

Freight Delivery:
If you authorize the freight company to leave freight without a signature, Big Ridge Outdoor Kitchens, LLC cannot be held liable for any damages or missing pieces. Leaving a note is the same as signing for your products in good condition.

If your order ships via freight, please follow these steps:

Step 1 Ensure that the pallet/piece count on the delivery receipt matches the number of pallets/pieces you receive.

If a pallet(s) or piece(s) is missing:

  • Note this on the delivery receipt before you sign. Example: “Received 4 of 5 pieces”
  • Call us at 210-483-3114 immediately to let us know you are missing pallets/pieces. We will coordinate with the shipping company to locate the missing pallets/pieces or replace them.

Step 2 Inspect the packaging for external damage.

If you notice exterior damage:

  • Open the box and inspect for concealed damage before signing the delivery receipt.
    If you notice external damage and the delivery driver will not allow you inspect the inside of the package or the driver will not let you note “damaged” on the delivery receipt, call us immediately at 210-483-3114. ( If you are unable to reach us, you should refuse the shipment. Doing this will not invalidate your order and we will still work diligently to get your order to you in good condition as quickly as possible. )
  • Note any damages to the packaging or products on the delivery receipt by specifically writing the word “Damaged” before signing.
Please Note Signing your delivery receipt without noting any damages legally states that you have received your freight in good condition.

Step 3 If there is no visible external damage, please sign for your freight.

Step 4 Please inspect your items for concealed damage after the driver has left.

Step 5 If there are any concealed damages noted, the customer must furninsh pictures clearly showing the damage. Simple cell phone pictures are acceptable so long as the clearly show the damage. Send pictures to customerservice@bigridgeoutdoorkitchens.com or call 210-483-3114 for assistance. This requirment is necessary to facilitate quick claims resolution with the shipper. Failure to provide information inclusing but not limited to pictures of the damages will result in customer accepting responsibility for the damage. In this instance the customer must work with the shipper directly and Big Ridge Outdoor Kitchens, LLC will not be help responsible for any damages.

Minor scuffs and scratches: Due to the nature of shipping and unpacking heavy or bulky products, it should be expected that some minor scuffs and scratches can occur. These should not affect the functionality of significantly impair the appearance of the product. Please note that when the product is prepared for shipment, it undergoes final inspection in our quality department. Big Ridge packages the products for long shipment. Big Ridge Outdoor Kitchens, LLC is not responsible for these minor imperfections, though we will work with the cutomer to repair them when ever possible. Customer Satisfaction is important to us, please call us at 210-483-3114 and we will do what we can to assist you.

 


Important! You have 3 business days to call us at 210-483-3114 to report any damage.

If you have any questions, please feel free to contact us at 210-483-3114. We will assist you throught the process.

 


15 Day No-Hassle Returns

Here at Big Ridge Outdoor Kitchens, LLC, we want you to have a great experience with us! That’s why we offer a simple, crystal clear return policy. We allow you to return all new, unused, and resalable items in their original packaging within 15 days of delivery for a full refund (minus actual shipping costs we incurred). Naturally, if your return is because of our error, we’ll eat these shipping costs. Return shipping is the responsibilty of the customer.

If your return request is due to product defect or damage, we will first work with you to get the product repaired. If repair is not possible, then we’ll work with you to get it replaced.

If your return will be coming back via freight truck, we will require you to get us a photo before your return will be authorized. This can be as simple as a cell phone pic! We just need a “before” picture in case there is any damage to the item on its way back to us.

Customer must obtain an RMA PRIOR to returning the product. CUSTOM ORDERS CAN NOT BE CANCELLED or RETURNED.

To obtain an RMA, prior to sending the product back, print this Click Here> RMA REQUEST FORM and return to customerservice@bigridgeoutdoorkitchens.com or call 210-483-3114 for further instructions. As always, please call us at 210-483-3114 to have us guide you through the process.

 


Virtual Merchant Checkout

Due to the way that Virtual Merchant Checkout operates, orders using it cannot be modified after they are placed. This includes but is not limited to: change of billing address, change of shipping address, change of shipping method, expedited shipping, addition of items to the order, and removal of items from the order. Should any of these changes be needed, the order must be cancelled and the items ordered again with Virtual Merchant Checkout containing the correct information, or the order must be placed using the Big Ridge Outdoor Kitchens, LLC shopping cart checkout.

 


Customer Safety & Security

All purchasing transactions take place over a secure connection. This means that while theoretically someone could be listening to the conversation between your computer and our server, they could not understand it. It is encrypted with the highest standards and latest technologies possible.

Also, our site is checked daily to verify the security of our site and your transactions.

 


Customer Privacy

As for personal information, we will not sell any information you confide in us to any other companies without first receiving consent from you. We realize that your personal information is given to us for purchasing and shipping reasons only, and we respect that. If you have any questions, please call us toll free at 210-483-3114.

We use a third-party service provider to serve ads on our behalf across the Internet. They may collect anonymous information about your visits to our Web site, and your interaction with our products and services. They may also use information about your visits to this and other Web sites to target advertisements for goods and services. This anonymous information is collected through the use of a pixel tag, which is industry standard technology used by most major web sites. If you would like more information about this practice and to know your choices about not having this anonymous information used by our third party service provider, please CLICK HERE.

We use a third party to send email alerts. If you sign up for any of our email alerts, the third party will have access to your email for the purposes of sending out correspondence pertaining to Big Ridge Outdoor Kitchens, LLC only, and has no authorization to use your email address for any purpose other than sending messages from us to you. If you sign up for these alerts and wish to unsubscribe later, you may use the unsubscribe link on the bottom of any email message we send, or you can CONTACT US.

We use single sign-on services that allow you to sign into our Site using your third-party social networking login credentials for accounts such as Facebook. This allows you to link your existing social network profile to your account. Once connected, you will be able to post content on the third-party web site from our Site and interact with your friends from the third-party site(s). Our Site may also access available information from your third-party social network profile such as your name, profile picture, gender, list of friends, email address, wall postings and news feed.

 


Sales Tax

We are required to charge tax on purchases made from Tennessee. The sales tax rate is 9.25% for Tennessee. This amount will be added to your merchandise total and reflected on your credit card charge. We do not collect sales tax on orders shipped outside of Tennessee.

Privacy Policy:

PCI Compliance:

Big Ridge Outdoor Kitchens Maintains PCI Certification to ensure the integrity of your data. If you have any questions, feel free to contact us at 210-483-3114.

This site is protected by Trustwave's Trusted Commerce program
What information do we collect?

We collect information from you when you register on our site or place an order.

When ordering or registering on our site, as appropriate, you may be asked to enter your: name, e-mail address, mailing address, phone number or credit card information. You may, however, visit our site anonymously.

What do we use your information for?

Any of the information we collect from you may be used in one of the following ways:

1. To process transactions

Your information, whether public or private, will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested.

2. To send periodic emails

The email address you provide for order processing, will only be used to send you information and updates pertaining to your order.

How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.


After a transaction, your private information (credit cards, social security numbers, financials, etc.) will not be stored on our servers.

Do we use cookies?

Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information

We use cookies to help us remember and process the items in your shopping cart.

If you prefer, you can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies via your browser settings. Like most websites, if you turn your cookies off, some of our services may not function properly. However, you can still place orders over the telephone or by contacting customer service.

Do we disclose any information to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety. However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

Third party links

Occasionally, at our discretion, we may include or offer third party products or services on our website. These third party sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these sites.

California Online Privacy Protection Act Compliance

Because we value your privacy we have taken the necessary precautions to be in compliance with the California Online Privacy Protection Act. We therefore will not distribute your personal information to outside parties without your consent.

Childrens Online Privacy Protection Act Compliance

We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.

Online Privacy Policy Only

This online privacy policy applies only to information collected through our website and not to information collected offline.

 

Your Consent

 

By using our site, you consent to our privacy policy.

 

Changes to our Privacy Policy

 

If we decide to change our privacy policy, we will post those changes on this page.

 

This policy was last modified on 8/8/13

 

Contacting Us

 

If there are any questions regarding this privacy policy you may contact us using the information below.

 

http://www.bigridgeoutdoorkitchens.com

1582 New Hwy 68
Sweetwater, TN 37874
USA
Privacy@bigridgeoutdoorkitchens.com
210-483-3114
Click for the BBB Business Review of this Outdoor Kitchens in Sweetwater TN

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