Freight Shipping & Delivery Policy

Certain grills and oversized products are too large or heavy for standard parcel delivery and must ship by less-than-truckload (LTL) freight. Freight delivery works differently from a typical package delivery, so please review this policy before placing your order and again before your shipment arrives.

This policy applies to all Ceramic Grill Store orders designated for freight delivery.

When Placing Your Order

Please provide a complete and accurate delivery address along with the best phone number for the freight carrier to reach you.

Freight shipments may arrive on a large truck or tractor-trailer. The delivery location must be safely accessible to the carrier. Please contact us before ordering if your address has any potential access restrictions, including:

• Narrow or restricted roads

• Gated entrances

• Low-hanging trees or wires

• Steep driveways

• Dead-end streets without room for a truck to turn around

• Private roads or locations that restrict large commercial vehicles

If the carrier cannot safely access the delivery address, terminal pickup or another delivery arrangement may be required. Additional charges resulting from an inaccessible or incorrectly provided address are the customer’s responsibility.

How Your Grill Will Ship

Your grill will arrive boxed, secured with straps, and attached to a pallet. Freight-shipped grills require customer assembly unless the product page specifically states otherwise.

Tracking information will be provided after the shipment leaves our facility. Any delivery date displayed in tracking is an estimate and is not a scheduled delivery appointment. Transit and delivery dates may change because of terminal schedules, weather, carrier delays, or other conditions outside Ceramic Grill Store’s control.

Scheduling Your Delivery

Once the shipment reaches the carrier’s local freight terminal, the carrier should call the phone number on your order to schedule a delivery appointment.

The call may come from an unfamiliar number. Please answer or return carrier messages promptly and make sure your voicemail can accept new messages.

Do not make arrangements to stay home based only on the estimated date shown in tracking. Wait until the carrier confirms your appointment.

An adult must be available throughout the scheduled delivery window to inspect and sign for the shipment.

Freight carriers may charge storage or redelivery fees when a customer delays scheduling, misses a confirmed appointment, or is unavailable when the driver arrives. Charges caused by a missed appointment or customer delay are the customer’s responsibility.

Curbside Delivery With Liftgate Service

Freight delivery includes liftgate service. The driver will use the liftgate to lower the pallet from the truck at the nearest safe and accessible curbside location.

This is not white-glove delivery. The driver is not required to:

• Move the shipment into your garage, home, backyard, patio, or outdoor kitchen

• Move the pallet to the grill’s final location

• Unpack the shipment

• Assemble or install the grill

• Remove the pallet or packing materials

The customer is responsible for moving the shipment from the curbside delivery point and assembling the grill. Please arrange adequate help and equipment before delivery. Do not attempt to lift or move a heavy grill in an unsafe manner.

Inspect the Shipment Before Signing

Most freight shipments arrive safely, but every shipment must be inspected before the delivery receipt or electronic proof of delivery is signed.

Before removing any packaging, photograph:

• All four sides and the top of the shipment

• The pallet, box, straps, and protective packaging

• The shipping label

• Any torn, punctured, crushed, wet, leaning, or otherwise damaged areas

Confirm that the number of pallets and packages matches the delivery paperwork. Look for broken pallet boards, loose or missing straps, crushed corners, punctures, water damage, missing boxes, or signs that the pallet may have tipped or shifted.

If You Find Visible Damage

Do not sign the delivery receipt until the damage has been documented.

Write a specific description of the damage on the delivery receipt, or have the driver enter it into the electronic delivery record before you sign.

Examples include:

• Lower-right corner of box crushed; pallet board broken

• Ceramic grill base visibly cracked

• Pallet leaning; straps loose and carton punctured

• One of two listed boxes missing

Be as specific as possible, confirm that the notation was entered before signing, and photograph the completed delivery receipt or electronic damage notation.

Call Ceramic Grill Store immediately at 940-387-0100 while the driver is still present whenever possible.

Do not automatically refuse a shipment solely because the outside packaging is scuffed, torn, or dented. If the packaging is damaged but the grill does not appear to have major damage, document the exact condition on the delivery receipt, accept the shipment, and contact us immediately.

If the grill has obvious major damage, such as a collapsed or tipped pallet, call us before signing. If you cannot reach us and the shipment is clearly unusable, refuse the shipment and write the exact reason for refusal on the delivery receipt.

Failure to document visible damage at delivery limits our ability to pursue a freight claim with the carrier.

Concealed Damage Found After Delivery

Unpack and inspect every component as soon as possible, preferably the same day and before beginning assembly. Even when the outer packaging appears undamaged, concealed damage may have occurred during transit. Concealed damage must be reported to us within 48 hours of delivery. Reporting damage after this window may prevent us from filing a claim with the carrier or providing a replacement. 

If concealed damage is found:

1. Stop unpacking long enough to photograph the shipment exactly as it was found.

2. Take wide-angle and close-up photographs of the product, packaging, pallet, and damaged area.

3. Keep the pallet, box, straps, and all packing materials.

4. Do not assemble, use, repair, or discard a damaged component unless instructed.

5. Email your order number, photographs, and a description of the damage to kelsie [at] ceramicgrillstore [dot] com immediately.

You may also call us at 940-387-0100. We will review the information and provide the next steps.

Address Changes, Missed Deliveries & Additional Carrier Charges

Please verify your shipping address before placing your order. Once a freight shipment has been picked up, an address change may be treated by the carrier as a reconsignment and may result in additional charges and delays.

The customer is responsible for carrier charges caused by:

• An incorrect or incomplete delivery address

• An address change requested after shipment

• An inaccessible delivery location that was not disclosed before shipment

• A missed delivery appointment

• Failure to respond to the carrier or schedule delivery promptly

• Storage, redelivery, reconsignment, return-to-sender, or special-service fees resulting from the circumstances above

Any applicable charges are based on the carrier’s actual fees.

Driver Wait Time & Detention Fees

Freight drivers operate on tight schedules and provide limited "free wait time" (typically 15 minutes) at delivery locations. If the delivery driver is kept waiting because an adult is not present, unreachable, or unprepared to receive the shipment, the carrier may assess hourly detention or storage fees. Any charges resulting from driver delays at your location are the customer’s responsibility.

Cancellations, Refused Deliveries & Returns

Once a freight shipment has been picked up, it cannot be canceled or redirected without carrier involvement.

The customer is responsible for applicable rerouting, storage, return freight, and related carrier charges when an order is canceled after shipment or refused for reasons other than verified shipping damage.

Freight returns require prior authorization from Ceramic Grill Store and remain subject to our Return Policy.

Keep the original pallet, box, straps, and packing materials until the grill has been fully inspected and you are certain that no return or damage claim is needed.

Questions About Freight Delivery?

If you have questions about truck access, delivery scheduling, inspection, damage, or assembly before your order arrives, please contact us:

Phone: 940-387-0100

By purchasing an item designated for freight delivery, the customer acknowledges and agrees to the delivery requirements and responsibilities described in this Freight Shipping & Delivery Policy.