Shipping policy

Simple Shipping

Free Shipping on orders over $239

Ship your entire order to your home for free, especially the big stuff! All outdoor kitchens and modules qualify for free shipping over $239. Free shipping applies to the lower 48 States and excludes commercial sales.

$14.95 Flat-Rate Shipping

Anything under $239 ships at one low price. If your order increases, your shipping stays the same up to $239, then it's free! Flat rate shipping applies to the lower 48 States and excludes commercial sales.

15–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. 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.

Our in-stock orders typically take about 7-14 business days to reach a customer. Any custom orders will take approximately 3-6 weeks. We ship to continental U.S. locations only.

STANDARD DELIVERY:

If your shipment arrives through a typical delivery service such as UPS or FedEx, you have 3 days to call us at 866-635-5487 to report the damage.

FREIGHT DELIVERY:

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

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

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 866-635-5487 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 866-635-5487. ( 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.

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. **IMPORTANT** It is the customers responsibility to open every package and inspect closely for concealed damage. We understand you may not use the equipment for several weeks after delivery. However, we only have a 3 day window to report the damage to be able to process a claim against the carrier. Therefore, if the concealed damage is not noted from our clients within the 3 days after delivery, bigridgeoutdoorkitchens.com will not be held responsible for replacement or refunds as a result. We will however, work with the client to help them file a claim with the carrier as well as assist in obtaining new product at the customers expense.

Step 5 If there are any concealed damages noted, the customer must furnish pictures clearly showing the damage and the original packaging condition. Also, the original packaging must be kept until we are able to complete the investigation. Simple cell phone pictures are acceptable so long as the clearly show the damage. Send pictures to customerservice@bigridgeoutdoorkitchens.com or call 866-635-5487 for assistance. This requirement is necessary to facilitate quick claims resolution with the shipper. Failure to provide information including 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 bigridgeoutdoorkitchens.com will not be help responsible for any damages.

Minor scuffs and scratches, broken stone: Due to the nature of shipping and unpacking heavy or bulky products, it should be expected that some minor scuffs and scratches or stones coming loose can occur. These should not affect the functionality of significantly impair the appearance of the product. Each outdoor kitchen comes with extra stone and adhesive so you can replace any missing or damaged stone easily. 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. bigridgeoutdoorkitchens.com is not responsible for these minor imperfections, though we will work with the customer to repair them when ever possible. Customer Satisfaction is important to us, please call us at 866-635-5487 and we will do what we can to assist you.

If you have any questions, please feel free to contact us at 866-635-5487. We will assist you throughout the process.