IMPORTANT NOTE:
We offer FREE shipping for all products. We DO NOT ship to Alaska & Hawaii. For more details, please read below and contact us, if you still have questions.
White Glove Services, once booked & paid for, can not be cancelled.
GRAND CANYON GAS LOGS / AMERICAN FYRE DESIGNS / LE GRIDDLE / AMERICAN OUTDOOR GRILLS / FIRE MAGIC GRILLS / PRIMO CERAMIC GRILLS / WILDFIRE OUTDOOR GRILLS
Warranty claims for defective items must be reported within 60 days. Please email us at contact@kitchendirectcompany.com.
Some manufacturers will request that warranty claim items be returned directly to them. In this instance, we will coordinate with the manufacturer and we will provide both the RMA and the BOLs to you.
You can refuse damaged items.
If product is refused due to damage, the freight claim will be automatically initiated by the carrier and returned to the sender. Please alert our customer service team immediately so we can coordinate a replacement shipment or issue a credit.
OHIO FLAME
Damaged items
If a product is found to be defective or damaged due to shipping and handling by the carrier, we must be notified within 15 days after delivery. Please ensure to take photos of the damages upon receipt of the parcel including the packaging.
Reconsignment and Storage Fees
If the order is shipped to either an undeliverable address or if the customer is not able to be reached to schedule delivery (on signature required Ground shipments or appointment delivery required LTL orders), reconsignment fees may be applicable if it is necessary to reroute the shipment either back to Ohio Flame Warehouse or to another destination where delivery can be successfully made. Storage fees may be applicable if the Carrier is required to warehouse the package before a delivery can be successfully made. Reconsignment and/or storage fees will be billed as an additional line item. Please make sure that the shipping address and the contact phone number is correct on all orders submitted.
AZ PATIO
Shipping Fee Policy
All refunds, credits, and exchanges are for the value of the equipment only. The original shipping and handling charges are not refundable and are deducted from the refund amount.
Shipped Items Undelivered, Refused, Incorrect Address, or Recipient Unavailable
If the purchaser and/or the recipient of a shipped item refuses the item upon delivery or the item is shipped back to us undelivered due to the fault of the purchaser giving incorrect or incomplete shipping information or because the recipient was not available at the time of delivery, the purchaser is responsible for all costs of shipping, handling, and processing as stated elsewhere on this page. If the purchaser wishes to have the item reshipped, then the purchaser shall be responsible for all new shipping and handling fees to re-ship the item(s). A Restocking Fee may also apply if purchaser refused delivery or as a result of delivery exceptions as stated above, as well as from a typical return as described above. Items not returned in the same condition they originally ship in may be subject to a higher Restocking Fee or refusal of the return/refund.
FIRE PIT ART
While we are flexible on shipping options, please note that there are restrictions on some products, and some products cannot be shipped to some destinations.
Please contact us for more information at contact@kitchendirectcompany.com.
HPC
Missing/Damaged/Wrong Items & Warranties:
Please examine all packages/packaging from HPC before accepting them from the carrier. If there is damage to the packaging, please refuse the shipment and advise the driver of the issue.
Missing/Damaged/Wrong items – Please email us if you receive a damaged/incorrect item or are missing an item. Include the Sales Order number, Purchase Order number or Invoice number and a description of the issue in the email. We will resolve the issue as quickly as possible but we may need to contact other departments for resolution so please allow up to 24 hours for a response.
Warranty – Please email us and include the Sales Order number, Purchase Order number or Invoice number with a description of the issue.