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Shipping/Exchange or Return Policy:


Shipping:

Once we receive your order, you can expect delivery to most addresses in the continental USA in 2-7 business days via ground delivery. For faster delivery, we offer overnight, two-day three-day services. If you place your express order by 12 pm PST, your in-stock items will be shipped the same day except for orders placed on weekends and holidays when our warehouse is closed.

Most orders ship within 1 business day, and generally, it takes 2-7 business days for transit time. If you request 2nd Day or Next Day shipping, your order will still ship within 1 business day from the day ordered. Please call us if your delivery needs require special attention.

All shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via freight carrier, will need a signature at the time of delivery. If you give permission to the shipping company to leave the delivery without a signature, LA Custom Grill Islands will not be held responsible for any damages that may occur during delivery. It is the customer's responsibility to inform us of any problems with this type of delivery, at the time of purchase. LA Custom Grill Islands is not responsible for shipping charges on merchandise not delivered due to a shipping company's failure to deliver to a particular location. Certain circumstances may include, but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant properties. In home delivery is neither implied nor offered and is not necessarily available, even if the customer is willing to pay more for it.

Remote or hard-to-reach areas may incur additional delivery fees. This applies to any Free Shipping and/or regular shipping orders. If this is the case with your order, a Representative from LA Custom Grill Islands will contact you to inform you of the additional charges.

If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.

Alaska, Hawaii and U.S. Territories

All orders from Alaska, Hawaii can only be shipped via 2nd Day with an additional $5 being added to the shipping charges, depending on the size of the order. Please supply a street address, since we cannot ship 2nd Day or Next Day to PO Boxes. Note: Some remote areas take an additional day for delivery by UPS, in addition to the standard Next Day and 2nd Day delivery times. The customer is responsible for any/all duties and tariffs on Alaska and Hawaii shipments.

We use UPS or FedEx for smaller items, and larger items go freight. We reserve the right to choose which Freightways carries your shipment. We do not, however, control the shipping companies (Freight or UPS). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day. At that point, we can only approximate delivery times based on the information supplied to us from the shipping company.

If, upon inspection of a shipment, the product itself is visibly damaged, call us while the driver is still there! Please open the package upon receipt, before the driver leaves if possible, and inspect for damages. If you discover damage upon opening the box, call us right away and note any damages on the delivery receipt! This way, we have proof that the item was damaged by the shipping company and not by the customer. This procedure will expedite receipt of a replacement product on your end, and reimbursement from the shipping company on our end. If you live in a large metropolitan area, difficulty in shipping may increase shipping prices. We will notify you before any additional charges are made if this is the case. If you do not inspect your shipment for damages right away, we cannot be held responsible for the damages after delivery.

If an unsigned item is damaged upon arrival, the customer must notify us within (2) days of receipt of any shipping damages. Customer is responsible for any damage to the product when shipping back to us. Please call us at 626.628.7405 to report this issue and we will make every effort to assist you with your delivery damage claim against the delivery company.

Exchange or Returns:

All returns require previous communication with LA Custom Grill Islands and a valid RMA (Return Merchandise Authorization) number. Please do not simply ship items back to us. Items must be returned prepaid in re-saleable condition with all documentation, hoses, etc. Please package your shipment well and insure your shipment. If your return arrives to us damaged, you will have to file a claim with the shipping company to be reimbursed for the product. We are not responsible for damages during shipping on any returns. Contact us to schedule a return and check back with us several days after you have shipped it. We will not be held responsible for a refund if a follow up call is not made by the customer.

All returns are subject to a 15% restock fee. All exchanges and returns must be or have:

  • Returned in its original packaging as shipped
  • Attached with the original receipt (or copy of original)
  • In it's original condition (Product CAN NOT be used)
  • A valid RMA before sending the return, please contact us

Upon receiving any returned item, if the item appears to have been used, a refund will not be issued and the product will be shipped to back to the customer at the customer's expense.

On any returns, the customer is responsible for all shipping charges to our warehouse, including any costs incurred in getting the product both to and from the customer, regardless of whether shipping was originally charged or not. If we shipped you the wrong item, we will ship you the correct item or refund your entire amount and waive the return ship fee & restock fee.