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Shipping & Returns

 

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.

 

 

 

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