Remote or hard-to-reach areas (example: Martha’s Vineyard, etc.) may incur additional shipping fees. This applies to Free Shipping and regular shipping orders. If this is the case with your order, a Customer Service representative will contact you promptly to notify 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.
New England Grill & Hearth does not charge shipping on items with a free shipping icon next to them on our website when shipped to US locations, except for Alaska and Hawaii.Shipments to Canada, Alaska and Hawaii are not eligible for free shipping. If you order online, a customer service representative will contact you shortly after your order is placed with the additional shipping charges (before the item is shipped). The customer is responsible for all duties and tariffs on Canadian, Alaska and Hawaii shipments.
The customer is responsible for all duties and tariffs on Canadian shipments.
We use UPS or USPS for smaller items, and larger items go freight. We reserve the right to choose which freightway 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, and we can only approximate delivery times. Basically we only know what they tell us from that point on. We wish we had more direct control over shipments, but that is not how shipping companies work.
If your shipment arrives through a typical delivery service such as UPS or USPS, you have 3 days to call us at 401.619.1235 to report the damage.
If you authorize the freight company to leave freight without a signature, New England Grill & Hearth cannot be held liable for any damages or missing pieces. Leaving a note is the same as signing for your products in good condition.
If your order ships via freight, please follow these steps:
If you have any questions, please feel free to contact us at 401.619.1235
Our in-stock orders will probably take about 7-14 business days to reach a customer. Any custom orders will take approximately 6-8 weeks. We ship to continental U.S. locations and Canada only.
We collect personally identifiable information, like names, postal addresses, email addresses, etc., when voluntarily submitted by our visitors. The information you provide is used to fulfill your specific request. This information is only used to fulfill your specific request, unless you give us permission to use it in another manner, for example to add you to one of our mailing lists.
Here at New England Grill & Hearth, we want you to have a great experience with us! That’s why we offer a simple, crystal clear return policy. We allow you to return all new, unused, and resalable items in their original packaging within 30 days of delivery for a full refund (minus actual shipping costs we incurred). Naturally, if your return is because of our error, we’ll eat these shipping costs.
New England Grill & Hearth reserves the right to change item pricing or information at any time. As a result, prices on our website may not be accurate. If an item is ordered off of the internet before we have updated our prices, the purchaser will be notified and given the option to cancel or pay the difference. If the price of an item is lowered after a purchase is made, New England Grill & Hearth will not refund the difference to the customer.