Shipping policy
Shipping Policy
Effective Date: May 12, 2023
Important Delivery Notice: All grill shipments over 50 lbs require adult signature upon delivery. Failure to be available may result in additional redelivery fees.
1. Shipping Destinations & Restrictions
We ship to:
- All 50 U.S. states
- Puerto Rico (additional shipping fees apply)
- International addresses
2. Order Processing
2.1 Processing Timelines
| Order Type | Processing Time | Notes |
|---|---|---|
| Standard In-Stock Items | 3-5 business days | Excludes weekends/holidays |
| Custom Grills | 5-7 business days | Build time begins after approval |
| Pre-Orders | See product page | Charged when shipped |
| Backordered Items | Email notification | May cancel anytime |
2.2 Processing Deadlines
Orders placed:
- Before 12pm CST: Processed same business day when possible
- After 12pm CST: Processed next business day
3. Shipping Methods
3.1 Standard Options
| Service | Delivery Time* | Weight Limit | Special Notes |
|---|---|---|---|
| Ground Shipping | 10-20 business days | Up to 150 lbs | Signature required for >$500 |
| Freight Shipping | 15-25 business days | 150+ lbs | Curbside delivery |
| White Glove Service | 15-30 business days | No limit | Assembly & placement included |
*From date of shipment
4. Shipping Costs
4.1 Standard Rates
Calculated based on:
- Package dimensions and weight
- Destination zone
- Shipping speed selected
- Any special handling requirements
4.2 Free Shipping
Qualifying orders receive free standard ground shipping:
- Continental US only (excludes AK, HI, PR)
- $499 minimum order (after discounts)
- Excludes freight and special delivery items
5. Large Item Delivery
5.1 Freight Shipments
For grills over 150 lbs:
- Delivered by appointment only
- Customer must provide:
- Clear access path (minimum 36" width)
- Hard surface for forklift (if applicable)
- Adult present for inspection
5.2 White Glove Service
Includes:
- Professional unpacking
- Basic assembly
- Placement at desired location
- Removal of packaging materials
Note: Does not include installation of gas/electric connections
6. Tracking & Delivery
6.1 Tracking Information
You'll receive:
- Order Confirmation: Immediately after purchase
- Shipping Notification: With tracking when shipped
- Freight Updates: Carrier will contact to schedule
6.2 Delivery Requirements
- Adult signature required (21+) for alcohol-containing products
- Inspect packages before signing
- Note any damage on delivery receipt
7. Delivery Issues
7.1 Problem Resolution
| Issue | Action Required | Timeframe |
|---|---|---|
| Damaged Shipment | Refuse delivery and contact us within 24 hours | Photos required within 48 hours |
| Missing Package | Contact carrier first, then us if unresolved | Within 7 days of expected delivery |
| Incorrect Item | Do not open - contact us for return label | Within 14 days |
7.2 Weather Considerations
We recommend:
- Scheduling freight deliveries during favorable weather
- Immediately moving grills to dry storage
- Allowing 48 hours acclimation for ceramic grills
8. Holiday Schedule
8.1 Peak Season Adjustments
During high-volume periods (Memorial Day to Labor Day):
- Allow 2-4 additional processing days
- Freight deliveries may be delayed by 3-5 days
- Check website for current cutoff dates
8.2 Service Suspensions
No shipments on:
- Major US holidays
- December 24-January 2
- Severe weather events
9. Contact Information
Freight & Large Items
Email: info@sportserving.com
Before Contacting Us
Please have ready:
- Order number
- Tracking number (if shipped)
- Photos (for damage claims)