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Shipping policy

Effective Date: 2025-12-10

1. Introduction

At McCloud Group, we provide a clear and consistent shipping experience. This policy explains how we ship orders placed on precisionhearthusa.com.

  • Service name Standard Shipping
  • Price Free
  • Delivery time 3 to 9 business days total
  • Destination United States
  • Coverage All products unless a product page says otherwise

2. Shipping Destinations

United States

  • We currently ship to addresses within the United States
  • We do not ship to P.O. boxes that cannot accept carrier delivery

Future expansion

We plan to add more regions. When we do, this page will be updated.

3. Shipping Costs

  • Standard Shipping Free on all eligible orders shipped within the United States

All shipping costs are shown at checkout. There are no hidden fees from us. Local taxes at checkout still apply when required by law.

4. Order Handling and Delivery Time

Total delivery time is 3 to 9 business days from the time you place your order. This total includes our handling time and the carrier's transit time. Business days are Monday through Friday excluding holidays.

If an item needs extra time, the product page will show a note. That note will override the general timing above.

5. Shipping Methods and Carriers

Orders ship via trusted national carriers. We may use USPS, UPS, FedEx, or similar services based on destination and package size.

Shipment tracking

Every shipment includes tracking. You will receive a tracking link by email when your order ships.

Insurance

Shipments are insured against loss or damage. Contact us if there is an issue.

6. Order Tracking

After your order ships you will receive an email with the tracking number and a link to follow the delivery.

7. Delivery Issues

Delayed or lost packages

If your delivery exceeds the 3 to 9 business day window, email us at support@precisionhearthusa.com or call 1-567-405-1656.

Marked delivered but not received

  • Confirm your shipping address
  • Check with neighbors or building management
  • Contact us so we can assist with a trace

Damaged packages

We will arrange a replacement or refund as appropriate.

8. Missing Items

If something is missing from your package, contact us within 7 days of delivery and include your order number and the item details. We will send the missing item or issue a refund.

9. Returns and Refunds

We accept returns within 30 days of delivery for most items. Items must be unused, undamaged, and in original packaging. Certain items may not be returnable. See our full Return Policy for details.

  • Return shipping Customer pays return shipping unless the item is defective or not as described
  • Refund timing Refunds are processed within 14 days after we receive the return to the original payment method

10. Address Accuracy

Please enter your address carefully at checkout. We are not responsible for deliveries to addresses entered incorrectly.

If a package returns to us due to an address issue, we will contact you to arrange reshipment and applicable reship fees.

11. Contact

12. Brand by Brand 


13. Equator Advanced Appliance's

Shipping

Orders are processed and shipped within 24–48 hours after they are received.
If an item is on backorder, we will notify you with an estimated time of arrival (ETA).

Damaged Shipments

Customers are responsible for inspecting their shipment immediately upon delivery.

  • If the package shows visible damage, please note the damage on the delivery receipt at the time of delivery and notify us within 24 hours.

  • If the outer packaging appears undamaged but the product has concealed damage, this must also be reported to us within 24 hours of receiving the package.

To report shipping damage or for assistance, please contact us:
Phone: 1-800-935-1955
Email: mail@equatorappliances.com


14. Sunstone Metal Products

Freight & Damaged Goods Policy

If your order appears to be damaged during transit, contact us immediately at 800-934-9449 or 512-487-5116, preferably while the delivery driver is still present. All shipments leave our facility in perfect condition. Failure to inspect your delivery and report damage within 48 hours releases us from responsibility for freight damage.

We ship anywhere within the contiguous United States. Larger freight shipments are curbside delivery only. A signature—and possibly assistance with unloading—may be required. While we help coordinate delivery timing, final arrangements are made between you and the freight carrier.

Freight Delivery Inspection Steps

Upon Delivery

  • Review the shipment carefully before signing the Driver’s Receipt (DR).

  • Confirm that all items listed on the receipt are present.

Example:
If the DR lists 5 pieces, make sure all 5 are delivered.

  • If items are missing, accept the shipment and clearly note:

    • How many pieces were received

    • How many are missing

  • Contact us immediately with these details.

To help locate missing items, compare what you received with the packing slip and identify which specific package(s) are missing. This allows us to describe the box size and markings to the freight carrier and request a dock search, potentially avoiding a claim.

Inspecting for Damage

Visible Exterior Damage

  • If packaging appears damaged, you may request to open the package (or open it yourself) before signing the DR.

  • Do not reject the shipment.

  • If the product inside is not damaged, sign for the delivery and note the exterior damage on the DR.

  • If the product is damaged, note this clearly on the DR.

No Exterior Damage

  • Even if packaging looks fine, inspect the contents.

  • If no damage is found, sign for the shipment as received in full and intact.

  • If damage is discovered after the driver leaves, this is considered concealed damage.

    • Take photos of the undamaged carton and the damaged product.

    • Email the photos to us within 48 hours of delivery.

Important: Concealed damage claims are difficult to resolve, so thorough inspection at delivery is strongly recommended. For added protection, write “Not inspected for concealed damage” on the delivery paperwork before signing.

Claims & Resolution Timeline

  • FedEx & UPS claims: Typically resolved within 14 business days

  • Freight (LTL) claims: May take up to 120 calendar days

We will make every effort to provide replacement products before claims are resolved; however, this cannot be guaranteed.

Important Notice

  • All LTL freight deliveries are curbside only unless White Glove service is purchased.

  • Signing the Delivery Report without damage notes confirms acceptance of goods in good condition.

  • All damage or shortage reports must be made within 48 hours of delivery.

  • Claims cannot be filed after this window, and repair or replacement costs will be the customer’s responsibility.

  • Leaving delivery instructions when you are not present is treated the same as signing without exception.

Questions?

Email: service@sunstonemetalproducts.com
Phone: 888-934-9449


15. Kokomo Grills

Shipping, Handling & Delivery

Shipping, handling, and/or delivery fees are additional charges unless specifically stated at the time of sale. All shipping and delivery fees are non-refundable.

Backyard Accents, LLC offers the following shipping options:

Shipping Options

1. Will Call (Terminal Pickup)
Pickup at one of our shipping terminals or hub stations. This is the most cost-effective delivery option.

2. Commercial Business Delivery
Delivery to a commercial business address equipped with a loading dock or forklift. Our carriers are set up for business deliveries and will not unload the shipment for you.

3. Residential / Lift-Gate Delivery
Delivery to a residential address with lift-gate service. Shipments are delivered to the driveway only. Carriers will not bring items into your home or move them to a specific location.
This option is the most expensive due to scheduled delivery requirements.

Shipping Timeframes & Delivery Conditions

  • Shipping times are not guaranteed. Any delivery or installation timelines provided are estimates only.

  • While we make every effort to deliver as quickly as possible, delays may occur due to factors beyond our control.

  • If you are unable to accept delivery after the order has shipped or been installed, all re-delivery, installation, re-consignment, and/or storage fees will be the customer’s responsibility.

  • All final payments must be completed before the order reaches its final destination, unless already paid in full.

  • Orders typically ship within 6–10 weeks from the date of purchase, provided the product is in stock.

  • Orders are not processed or shipped on weekends or holidays.

  • Arrival dates cannot be guaranteed.

Free Shipping / Delivery Installation

Free shipping, delivery, or installation applies only to orders confirmed by a Backyard Accents, LLC sales representative at the time of purchase.
This offer is valid only for orders using Will Call (Option 1) shipping to a local terminal or hub station for customer pickup.

This offer does not apply to orders shipped to Alaska, Hawaii, or outside the United States.

Inspection & Damaged Merchandise

Backyard Accents, LLC carefully packages and loads all orders prior to shipment. While freight damage is uncommon, it may occasionally occur.

  • Backyard Accents, LLC and its installers are not responsible for concealed or unseen damage.

  • Upon receipt, the customer must inspect the goods before signing the delivery or installation receipt.

  • Any visible damage or non-conforming goods must be noted in writing on the delivery or installation receipt and signed by both parties.

  • The customer has 24 hours from receipt of goods to notify Backyard Accents, LLC in writing of any damage.

  • Failure to report damage within this timeframe releases Backyard Accents, LLC from liability.

  • If excessive damage is present, the shipment should be refused at the time of delivery.

For documented freight damage, we will provide replacement parts as needed. The customer is responsible for returning damaged or defective parts. Return shipping costs will be charged to ensure the return of such items.

Once the delivery is signed for, the goods become the customer’s property. Any repairs or replacements requested outside the stated timeframe or without written notification will be the customer’s responsibility.

Delivery Terms & Out-of-Stock Items

Products are shipped or delivered as they are completed and as components become available. While we strive to meet the standard 6–10 week production timeframe, delays may occur if items are out of stock or special-order.

Customers will be notified of any delays due to unavailable components or special-order items that impact shipping or delivery installation schedules.


16. Forno Classico

Once purchased, we will contact you shortly to provide a formal invoice and contract for your order. Please ensure your contact information is accurate so we can reach you. We cannot begin fabrication until we have confirmed your order details.

Customers are responsible for all costs related to oven installation. Oven delivery is curbside only. Full payment is required upfront before fabrication of your oven begins. Since all Forno Classico ovens are custom-made, please allow approximately three weeks for fabrication and an additional 1–2 weeks for shipping.

Your oven will ship via a common freight carrier to the carrier’s nearest distribution facility. The freight company will then contact you directly to schedule a delivery appointment. You must select a convenient delivery date and be present to receive and sign for the shipment.

Delivery & Inspection Requirements

Your oven will be delivered curbside only. It is the customer’s responsibility to arrange for moving and installation from the curb to the final location.

Because Forno Classico ovens are large and extremely heavy, proper equipment such as a forklift or other lifting machinery is typically required for safe handling and placement.

At the time of delivery:

  • Allow sufficient time to uncrate and fully inspect the oven while the driver waits.

  • Carefully examine the shipping crate for signs of damage, impact, or rough handling.

  • Check the Shockwatch Indicator label located on the crate:

    • A red indicator signals potential impact or mishandling.

    • If the indicator is red, missing, or if the crate shows visible damage, this must be noted in writing on the Bill of Lading before signing.

You must open the crate (using appropriate tools such as a screwdriver) and inspect the oven thoroughly. Check for:

  • Cracks

  • Chips

  • Dents

  • Structural damage

Important: Damage Claims

Your signature on the Bill of Lading confirms that the oven was received in acceptable condition.

Forno Classico is not responsible for damage claims filed after the carrier has left the delivery site. Freight carriers typically will not honor claims for shipments that have been signed for without notation of damage.

If damage is discovered:

  1. Do not sign for the delivery.

  2. Reject the shipment.

  3. Complete the carrier’s claim form before accepting delivery.

  4. Take clear photographs of both the oven and the shipping crate for your records.

  5. Contact Forno Classico immediately.

Failure to document damage at the time of delivery may void the ability to file a freight claim.

We strongly encourage all customers to carefully inspect their oven upon arrival. Following these procedures protects both you and Forno Classico and ensures any issues are resolved promptly.


17. Saffire Grills

Parcel / Small Package Shipment
A parcel shipment includes items that are small and lightweight enough to ship in a box or bag via standard ground services such as USPS Ground, FedEx Ground, or UPS Ground. These shipments are typically delivered to your front door or handed directly to you by the carrier.

Freight / Truck Shipment
Freight shipments include large or heavy items that cannot ship through standard parcel services. These shipments travel via specialized freight carriers such as FedEx Freight or UPS Freight and are typically transported on a pallet by semi-truck. Freight deliveries are curb-side only and require additional responsibility from the recipient. Please review the Freight Receiving section below for full details.

General Shipping Information

Shipping method is determined by the size and weight of your order. Depending on the item, your shipment may be delivered as either a parcel or freight shipment.

We partner with trusted carriers to deliver your order. Once your order is placed, it is transferred to the appropriate shipping provider for delivery.

  • Most small parcel orders ship via FedEx.

  • Larger items, including grills or bulk charcoal/wood orders, may ship via freight carrier or an authorized dealer.

  • Some special-order items may require 2–6 weeks for fulfillment.

Please provide a complete and accurate street address at checkout.

Saturday, Sunday, and major holidays are not considered standard transit days. However, FedEx Home Delivery may deliver on Saturdays at no additional charge. Rural areas, extended delivery zones, special orders, and freight shipments may require additional transit time.

For shipping questions, please contact customer support.

Small Package (Parcel) Shipments

Parcel shipments are standard boxed deliveries brought to your door.

If an item arrives damaged or incomplete, you must notify us within 21 days of delivery. To report an issue, please provide:

  • Your invoice number

  • Photos of the damaged item

  • A description of the packaging condition upon arrival

Failure to report damage within 21 days may result in denial of the claim.

Freight Shipments

Freight shipments typically consist of large items secured to a wooden pallet and delivered by semi-truck.

Freight deliveries are made curb-side only.

Receiving a Freight Shipment

When accepting a freight delivery, you are responsible for:

  1. Inspecting the shipment for damage or missing items

  2. Signing the delivery receipt

  3. Moving the shipment from the curb to your desired location

Prior to delivery, the freight carrier will contact you to schedule a delivery appointment. At the time of delivery, the driver will require a signature confirming acceptance.

Important: Inspect the shipment thoroughly before signing.

Drivers are not obligated to assist with moving freight beyond curb-side delivery. We strongly recommend having assistance and appropriate equipment (such as a dolly) available at the time of delivery.

Damaged Freight Shipments

All freight shipments must be inspected at the time of delivery.

  • Do not sign for damaged freight.

  • If visible damage is present, refuse the shipment and contact us immediately.

  • If you are uncertain whether to accept delivery, contact customer support before signing.

If you sign the delivery receipt without noting damage, you are legally confirming that the shipment was received in good condition. In such cases, neither the carrier nor the company can be held responsible for damage or missing items.

Leaving written instructions for a carrier to drop off freight without a signature constitutes acceptance of the shipment in good condition. If you authorize delivery without being present, liability for damage or shortages transfers to you.

If you choose to accept visibly damaged freight, you must clearly note the damage on the delivery paperwork at the time of signing. However, accepting damaged freight may limit claim eligibility.

If damage is discovered, contact the freight carrier immediately using the phone number listed on the delivery paperwork, and then contact customer support for further assistance.

Free Shipping Policy

Free shipping applies only to qualifying grill orders delivered within the contiguous 48 United States.

  • Free shipping does not apply to Alaska, Hawaii, or international destinations.

  • Oversized or exceptionally heavy items (such as granite tabletops) may require additional shipping and handling fees.

  • Any additional shipping charges will be clearly indicated on the product page.

Free shipping promotions may be modified or discontinued at any time without notice.

If your order is delivered through an authorized dealer, any damage or missing items must be resolved directly with that dealer. The company is not responsible for freight issues once delivery is handled by a dealer.


18. WPPO

Standard Shipping Information

WPPO LLC ships orders via USPS, UPS, DHL, and FedEx.

  • Order Cutoff Time: 2:00 PM (Monday–Friday)

  • Handling Time: 1–3 business days

  • Transit Time: Delivery time varies based on carrier and destination

Once an order has shipped, transit times are the responsibility of the carrier.

Freight Receiving & Damage Policy

For freight shipments, the customer is considered the receiving agent on behalf of WPPO LLC. Your signature on the carrier’s Bill of Lading (BOL) or freight receipt confirms that the merchandise was received in acceptable condition unless otherwise noted.

Failure to inspect the shipment before signing may limit the ability to file a damage claim — including claims for concealed damage.

Important: Once the freight receipt is signed without notation of damage, responsibility for the shipment transfers to the recipient.

Freight Inspection Requirements

According to National Claims Council regulations, the following steps must be taken at the time of delivery:

1. Inspect the Shipment at Delivery

You must carefully inspect, examine, and inventory all items as they are unloaded.

  • Any shortages or visible damage must be clearly noted on the Bill of Lading or Freight Bill before signing.

  • If damage or missing items are discovered, document the specific issue and condition directly on the delivery paperwork.

  • Open cartons if there is any doubt about possible damage. Even suspected concealed damage must be documented before signing.

Drivers are required to wait until the Bill of Lading is signed. Do not feel pressured to sign without completing a full inspection.

If damage or shortages are discovered, immediately contact 815-745-1021 or your WPPO sales representative.

2. Visible (Discovered) Damage

If the crate, carton, or merchandise shows visible damage at the time of delivery:

  • Refuse the shipment.

  • Request a Return Authorization number.

Refused shipments due to visible carrier damage will be returned to origin at no cost to you.

3. Concealed Damage

If damage is discovered after delivery:

  • Immediately photograph the packaging and the damaged item.

  • Retain all original packaging materials.

  • Do not discard or alter the shipment.

Contact 815-745-1021 or your WPPO representative immediately to report the issue. A concealed damage claim must be filed with the carrier within 15 days of delivery. Prompt reporting significantly improves the likelihood of claim approval.

An inspection may be required to determine whether the damage was caused during transit.

Recommended Steps to Support a Freight Claim

To assist in processing a freight claim:

  • Take clear digital photos of all damage, including packaging and pallet condition.

  • If possible, photograph the merchandise while still on the delivery truck.

  • Contact WPPO before the driver leaves whenever possible.

  • Request a carrier inspection.

  • Retain a signed copy of the Bill of Lading noting all damage.

Important Notice

Multiple parties handle freight shipments between the manufacturer and your delivery location. The Bill of Lading or Freight Bill is the only official documentation verifying the condition of the shipment at the time of delivery.

Without written documentation of damage or shortages at delivery, the carrier cannot be held responsible.

We appreciate your cooperation in carefully inspecting all freight deliveries. These procedures help protect both you and WPPO LLC and ensure any issues are resolved as quickly as possible.


19. Tagwood

At Tagwood BBQ, we are committed to providing fast, dependable delivery on every order. Each item is carefully packaged to help prevent damage during transit, whether you’re purchasing a small accessory or a full-size grill.

Free Shipping

We proudly offer FREE standard shipping on all orders delivered within the contiguous United States.

Shipping is fulfilled via standard LTL freight service.

Freight Delivery Requirements

Because grills and larger items ship via freight carrier:

  • A valid phone number is required at checkout.

  • The freight company will contact you to schedule a delivery appointment.

  • Someone must be present at the scheduled time to receive and sign for the shipment.

  • Freight carriers will not deliver without a confirmed appointment.

Curbside Delivery

All deliveries — both local and out-of-state — are curbside delivery only.

This means the carrier will deliver the grill to the front of your home or business. For liability reasons, drivers are not authorized to move the product beyond curbside.

If you would like to arrange White Glove Delivery service (inside delivery and/or placement assistance), please notify us at the time of purchase so we can provide availability and pricing.

We strive to make your delivery experience smooth and efficient. If you have any questions regarding shipping, please contact our customer support team prior to placing your order.


20. Cal Flame

Shipping Policy

Cal Flame strives to process and ship orders as quickly and efficiently as possible. Please review the information below regarding our shipping procedures.

Order Processing
Orders are typically processed within 1–3 business days after payment has been received and confirmed. Processing times may vary during holidays, high-volume periods, or for special-order items.

Shipping Methods & Delivery Times
Shipping times depend on the carrier, delivery location, and product availability. Most orders are shipped through trusted freight or parcel carriers. Estimated delivery times will be provided when available, but they may vary depending on the destination and shipping conditions.

Freight Deliveries
Large or heavy items may be shipped via freight carrier. Freight shipments are typically delivered curbside. Customers are responsible for ensuring the delivery location is accessible for freight trucks and for moving the product from the curb to the desired location.

Shipping Damage
Please inspect your order upon delivery. If you notice any visible damage to the packaging or product, note it with the delivery driver and contact us immediately so we can assist with resolving the issue.

Shipping Delays
While we work closely with our shipping partners to ensure timely delivery, delays may occur due to weather, carrier issues, or other unforeseen circumstances. Cal Flame is not responsible for delays once a shipment has been handed over to the carrier, but we will assist in tracking and resolving delivery issues whenever possible.

Shipping Damage & Customer Assistance

To report shipping damage or for assistance, please contact us:

Phone: (800) 225-7727
Warranty Issues: warranty@calflamebbq.com
Customer Service: customerservice@calflamebbq.com

 


21. Changes to This Policy

We may update this Shipping Policy. Changes take effect when posted on this page.

Thank you for shopping with McCloud Group LLC