Policies and procedures

Custom Outdoor Kitchen Solutions 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, Custom Outdoor Kitchen Solutions will not refund the difference to the customer.

Sizzle Match Policy

If you find a lower price on an identical item at a local or online retail competitor (including shipping and delivery fees), just show us the competitor's current ad or show a printout, photo, smartphone display or app, and we'll match their price. 

Custom Sizzle Quote Policy

Prices on quotes are good for 7 days from the date sent to you, excluding special pricing, promotional items or when there is a price increase by the manufacturer. In the event of an increase from the manufacturer, your quote will be updated to the new price and the sales representative you worked with will follow up to discuss available options.

Product Page Information

In some instances, we may show a picture that does not exactly match the product but helps illustrate what it will look like. Please check the product information and specs before you purchase.

Free Shipping Offer Details

A free shipping promotional code (coupon code) may be combined with other offers, unless specifically stated otherwise. Any free shipping offer via promotional coupon applies only to standard shipping policies. The offer is not valid on previous purchases and cannot be applied retroactively.

Free Shipping on orders over $250

Ship your entire order to your home for free, fastest access to the sizzle!

$20.00 Flat-Rate Shipping

Anything under $250 ships at one low price. If your order increases, your shipping stays the same!

Restocking Fee

We charge $0.00.  Yes, you read that correctly, restocking fees do not sizzle.

Canada Orders

We do not ship items directly to Canada, however we will ship to your desired US-based freight forwarder.
Please call 404-804-5433 for more information.

* This flat rate or free shipping policy applies to products shipped via standard shipping to locations in the contiguous 48 states. Custom Outdoor Kitchen Solutions 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 curb-side delivery (ex: areas not accessible by traditional freight carrier such as apartment balconies, boat docks, condo, etc.), these special circumstances will be an additional fee and are not included in standard shipping. Our shipping policy does not apply to items that require you to call for pricing, as these sometimes require special delivery considerations.

How We Ship Your Sizzle

We reserve the right to choose which freightway carries your shipment. We don't, however, control the shipping companies themselves (whether it's a standard courier or a freight carrier — more on that last one in a minute). Once a shipment is in the hands of the delivery company, we can't change shipping addresses or arrange for delivery to happen on a certain day. We can provide approximate delivery times, but that's only based upon the information the delivery company makes available to us. If there is a bump in the road call us at 404-804-5433.

Important Information for Delivery of Large Items

While UPS and FedEx are our carriers for smaller items, be aware that larger items and orders are shipped via freight. Freight delivery is a little different than the standard shipping process, so it's important that you're prepared and understand what's required of you well before delivery day. For more detailed information please email sales@customsizzle.com so you're ready for delivery day.

• Most freight products ship on a pallet.
• Freight drivers leave all pallets at the curb, meaning you're responsible for moving your shipment up the driveway and into your home or backyard.
• Most carriers will not call to schedule your delivery. While a few carriers may call you to schedule an exact delivery window, most will only provide a tracking number and an estimated delivery date.
• We'll specify which process you can expect in your shipping confirmation email.

For carriers that schedule delivery appointments:

• You are required to be home and provide your signature at the time of delivery.
• The delivery is made with a semi-truck with lift gate services.
• The  shipment is dropped off at the curb, meaning you're responsible for transporting it to its intended location. We'd recommend having at least 2 helpers on standby to assist with your delivery.

When the shipping company calls to set up your exact delivery window, they will use the contact number you provided at the time of checkout. That's why it's crucial for you to enter the best phone number to reach you when you place your order with us.

Inspect your shipment for any missing or damaged items and be sure to note these on the signature documents provided by the delivery driver. If any items are missing or damaged, contact us immediately at 404-804-5433. You have 48 hours from the time of delivery to report any damaged items to us. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. 

For carriers that deliver without an appointment:

• You  will not be provided a specific day and time window when your shipment  will be delivered, only as estimated delivery date.
• While  you are not required to give your signature at the time of delivery, we still recommend you be home when your order arrives.
• The driver will leave your pallets at the curb whether you are present at the time of delivery or not.

Even if your carrier has not called to schedule an exact delivery window with you, we strongly recommend that you inspect your shipment for lost or damaged items when it arrives. If any items are missing or damaged, please contact us immediately at 404-804-5433. You have 48 hours from the time of delivery to report any damaged items to us. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. 

Shipping to Remote Areas

Be aware that remote or hard-to-reach areas may incur additional shipping fees, and this applies to free shipping as well as regular shipping orders. If your order is being shipped to a location with known shipping restrictions, a customer service representative will promptly contact you to notify you of any additional charges.

We don't always know if your area is remote or will make freight delivery difficult. If you anticipate that a shipping company will have issues reaching your residence, it's your responsibility to inform us of those issues at the time of purchase. Such problems include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. Custom Outdoor Kitchen Solutions is not responsible for shipping costs on merchandise not delivered because of a shipping company's inability to reach a particular location. Additionally, in-home delivery is neither implied nor offered without additional charge, and isn't necessarily available even if you're willing to pay more for it.

Shipping to APO/FPO Addresses

We do ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. If we can't send a package to your APO/FPO address, we'll contact you to work out an alternative. Likewise, APO/FPO shipments may be subject to additional shipping fees — if such a case arises, we'll contact you to notify you of the fees and give you a chance to adjust your shipping address if desired.

Incorrect Addresses & Failed Freight Deliveries

If any item is shipped and returned because it's not deliverable on account of an incorrect address, you'll be responsible for shipping both ways. If an item shipped via freight is returned because the freight company couldn't reach your residence, this will be considered a return, and the order will be subject to our regular return policies.

We do not ship outside of the Continental U.S.

Custom Outdoor Kitchen Solutions wants to make sure that your shopping experience is an excellent one and if for some reason, a product is not to your satisfaction, we can offer solutions. All online store items are under manufacturer warranty only. Custom Outdoor Kitchens Solutions does not independently warrant these products.

Item(s) must be in unused, unassembled condition and returned in the original packaging within 5 days of delivery.

Items that are not eligible for return include the following:

• Used items, including items that have been installed or assembled.
• Clearance items.
• Warehouse Deal Items.
• Custom-made,  special-order and made-to-order products.
• Items marked non-returnable in the item description.
• Items  requested outside of the 5-day return period.

If your item qualifies for return you can start the process by emailing sales@customsizzle.com. Please be aware of the following information regarding how this process will proceed:

• All  shipping (to and from) costs are deducted from the refund.
• You  will receive an email confirming we received your request that will  include additional details on the process.
• An  itemized Return Authorization, return shipping labels, and detailed instructions will be emailed to you upon approval.

Approved returns must be returned within 15 days of receiving approval.

• If your return will be coming back via freight truck, we will require you provide 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.
• Your return must be properly packaged in the original outer & inner      packaging to help reduce damage and include all original parts, manuals, pieces, packing slips, etc.
• After Custom Outdoor Kitchen Solutions receives and inspects the return, your refund will be issued. The processing time for the refund will depend on  the payment option used for the order.
• Any items returned outside of this process or 5-day period are not eligible  for a refund.
• Any items returned on your own are not eligible for a refund.

In the rare instance that you receive a defective product, most of the manufacturers we carry have great processes to assist so you should check your manual for details.

If you are advised to contact us, our knowledgeable Support team will guide you through the manufacturer's warranty process. Please be aware of the following information we need and how the process normally proceeds:

• The defective item must still be within the manufacturer's warranty period.
• You  will need to supply any serial numbers, a description of issue, and any  pictures or video depicting the issue.
• Custom Outdoor Kitchen Solutions are the experts, so we will attempt to troubleshoot with you to verify that it is a defect.
• We report this to the manufacturer to begin the claim.
• The manufacturer will review the claim, then they will approve or reject it.
• The time for the manufacturer to respond may vary depending on the manufacturer's internal processes.
• If approved, the warranty process begins and service, parts, repair or any combination of those as needed will be provided in accordance with the manufacturer's warranty.
• Some  parts or items may need to be returned to the manufacturer for quality control. We will advise you of this.
• Custom  Outdoor Kitchen Solutions is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods. We recommend that you wait to schedule  installation until after your order has arrived and items have been fully  inspected.
• All  shipments should be opened and inspected within 48 hours of delivery in accordance with our Delivery Inspection policy. It is recommended that you check for visible defect at this time as well as damage to prevent  any delays with getting to use your item(s).

If your item has a defect outside of the warranty period:

• We will not be able to facilitate a claim to the manufacturer.
• Any replacement parts or whole units at this point can be purchased by you through Custom Outdoor Kitchen Solutions. Contact us for pricing and availability.
• Parts or whole replacement units may not be available for discontinued items.

Damages

If you receive a damaged item, you must notify us within forty-eight (48) hours from time of delivery. Open and inspect all items upon delivery. If you are not installing your product right away, you will still need to open and inspect everything for damage.

Damage reported within 48 hours of delivery:

• Refuse  the item with the carrier if you're able to do so.
• If you  accept the item, report damage to us (after inspecting box and inner items/contents) within 5 calendar days. Report damage here.
• We  will then offer parts, a discount to keep as is, or allow a return for refund/replacement.
• Item  can NOT be used in any way.
• If you choose to keep the item for a discount, you have 48 hours to reply  to accept or reject the discount offer from us (again, do not use your item during this time until final offer/resolution is agreed upon).
• Keep  all of the packaging, the box and all items/pieces, in the event the item needs to return to us.

Damage reported after 48 hours:

• No refunds, store credits, or free parts will be offered or issued. This is non-negotiable. We will only be able to sell you replacement parts for a repair.
• This is outside of our time frame to file any claims with the carrier or      manufacturer/shipping warehouse.
• Since no return will be approved during this time, you are free to use the item, if you wish.
• We may require pictures of the item to determine the parts potentially needed.