15 Day No-Hassle Returns
Here at Big Ridge, 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 responsibility 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.
To obtain an RMA, prior to sending the product back, Call Us @ 866-635-5487 or email firstname.lastname@example.org. Please fill out the form and email it to email@example.com or call 866-635-5487 for further instructions. As always, please call us at 866-635-5487 to have us guide you through the process.
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. Gas appliances that have been connected to a fuel source are not eligible for a refund. Please call us for details.
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. bigridgeoutdoorkitchens.com 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.
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, bigridgeoutdoorkitchens.com can not be held responsible for damages that may occur during delivery. When using a freight forwarder, bigridgeoutdoorkitchens.com's liability ends when the freight is transferred to the freight forwarder. It is the customers responsibility to inform us of any problems with this type of delivery at the time of purchase. Bigridgeoutdoorkitchens.com 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 and white glove 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 Freightways 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.