Our Frequently asked question section only covers our e-commerce service. we are working on a brand new section for design and construction. Stay tuned for that! 

Frequently Asked Questions

We’ve put together some of our most common frequently asked questions. If none of these help, please feel free to send us an email or give us a call so that we can assit you with you question. 

Orders

How long will it take for my order to get here?

As long as no products are on back order we normally ship all of our orders within 5-7 business days. Please allow 2 weeks for your order to reach you. Don’t worry, we will keep you updated every step of the way with automated email notifications. 

What do I do if I need to change or cancel an order?

The best way to make any changes or cancel any orders is to contact us at your earliest convenience. Please note that if an order has already shipped we will have to wait until you receive the product(s) and only then will we be able to process an exchange or return.

Do I need to create an account in order to place an order?

We have enabled guest checkout so that you are not required to create an account before placing an order. That being said, we highly recommend that you create an account as this will make it easier for you to log in to your very own customer portal and track order status. 

Why was my order cancelled?

An order may be cancelled if there is a problem with payment or if we detect suspicious activity in our website. We are very sorry for the inconvenience but customer security is our number one priority.

How do I place an international order?
  • If you already have an account with a freight forward company in the Continental United States, all that we need is for you to include the address of your desired freight forward company in your shipping address section of your checkout page. At the bottom of this same checkout page you will also find a comment section, here please include your freight forward account number and any directions you want us or our shipping partners to be aware of.

  • If you do not have a freight forward company in the United States you may contact us during normal operating hours and we will help you find a company that will provide shipping services to your desired location at the best rate possible!

Products

What happens if I find a product at a cheaper price somewhere else?

We advertise and sell all of our products at the lowest prices allowed according to our dealer agreements, which are the same for all BBQ appliance and outdoor living online retailers. That being said, if you find a product we carry advertised at a lower price somewhere else, we will match the price if it meets our guidelines. Certain restriction may apply, please contact us for details.

How can I get more information on a product featured on your site?

We try to include as much information about our products as we can so that your shopping experience is as simple as possible. If there are any questions that you may have about our products, please feel free to contact us and we will do our best to answer your questions. You may also, for additional information, visit the manufacturers website.

How do I choose the right brand or the right product for my outdoor kitchen?

We have a simple policy when it comes to the products that we include in our website. If we wouldn’t use it then we wouldn’t sell it! That is to say that we stand behind all our products and love all our brands. It is up to you to choose which is best for you. Here are a few tips on how to decide:

  • Cooking style
  • Price point
  • Esthetics
  • Warranties
What do I do if I am having problems with a product I purchased on your website?

If there are any manufacturing defects with any product that we have sold to you, you can do one of two things:

  1. Contact the manufacturer directly. All of our manufacturers have amazing warranties and great customer service. If your product is still under warranty, chances are they will take care of having it fixed or replacing it for you.
  2. Contact us and we will get in touch with the manufacturer for you. We really appreciate that you trusted us enough to purchase from us and are here to help with anything we can!

Shipping

What are your shipping rates?

We offer free shipping on all orders at or above $250.00 and flat rate shipping of $8.95 for all orders under $250.00.

How long will it take for my order to arrive?

As long as items are in stock, (either by us or our manufacturing partners) we will do our best to ship within 5 business days of the original date of purchase. Depending on the size of your order and the shipping method, please allow up to two weeks for your order to arrive. Don’t worry, we will keep you updated every step of the way.

How does freight shipping work?

Our standard freight shipping service (which is free for orders over $250.00) is designated for large items or multiple packages. Standard freight shipping includes curbside delivery and lift gate service. This complimentary service expedites the process of unloading your package. After placing your order, the freight company will transport your order to their shipping terminal. Once there, the shipping company will contact you to schedule a time to drop off your delivery. The driver will take your delivery off the truck for you, but it is your responsibility to bring it onto your property. You are required to sign for and inspect the product upon arrival. It is extremely important for you to provide your main contact phone number at the time of checkout so the shipping company can contact you.

Do you offer international shipping?

Although we are working on expanding our shipping infrastructure outside of the continental United States, at this moment we do not offer international shipping. If you wish to purchase any of our products and their delivery point is outside of the Continental United States there are two ways you can do so.

  • If you already have an account with a freight forward company in the continental United States, all that we need is for you to include the address of your desired freight forward company in your shipping address section of your checkout page. At the bottom of this same checkout page you will also find a comment section, here please include your freight forward account number and any directions you want us or our shipping partners to be aware of.

  • If you do not have a freight forward company in the United States, you may contact us during normal operating hours and we will help you find a company that will provide shipping services to your desired location at the best rate possible!

contact us 

Contact Our Online Store

If you have any questions about any products you wish to purchase, existing orders or help designing your outdoor kitchen, please feel free to reach out. We are looking forward to helping you. 

Email: store@luxapatio.com
Toll Free: 1800-634-4714