+1 401-619-1235
750 Aquidneck Ave. Middletown, RI 02842
Customer Service

Shipping & Delivery

All shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, New England Grill & Hearth can not be held responsible for damages that may occur during delivery. It is the customers responsibility to inform us of any problems with this type of delivery at the time of purchase. New England Grill & Hearth is not responsible for shipping costs on merchandise not delivered due to a shipping companies inability 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 establishments. In home delivery is neither implied nor offered without additional charge, and is not necessarily available even if the customer is willing to pay more for it.

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.


Over 99% of deliveries have no external or internal damage, and are signed for without a problem. For your protection, we ask that you please inspect your packages following these guidelines:

Standard Delivery:
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.

Freight Delivery:
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:

  • Step 1: Ensure that the pallet/piece count on the delivery receipt matches the number of pallets/pieces you receive.
    • If a pallet(s) or piece(s) is missing:
      • Note this on the delivery receipt before you sign. Example: “Received 4 of 5 pieces”
      • Call us at 401.619.1235 immediately to let us know you are missing pallets/pieces. We will coordinate with the shipping company to locate the missing pallets/pieces or replace them.
  • Step 2: Inspect the packaging for external damage.
    • If you notice exterior damage:
      • Open the box and inspect for concealed damage before signing the delivery receipt.
        • If you notice external damage and the delivery driver will not allow you inspect the inside of the package or the driver will not let you note “damaged” on the delivery receipt, call us immediately at 401.619.1235 ( If you are unable to reach us, you should refuse the shipment. Doing this will not invalidate your order and we will still work diligently to get your order to you in good condition as quickly as possible. )
      • Note any damages to the packaging or products on the delivery receipt by specifically writing the word “Damaged” before signing.
    • Please Note: Signing your delivery receipt without noting any damages legally states that you have received your freight in good condition
  • Step 3: If there is no visible external damage, please sign for your freight and specifically write this note on the delivery receipt: “Did not inspect for concealed damage.”
  • Step 4: Please inspect your items for concealed damage after the driver has left. You have 3 business days to call us at 401.169.1235 to report concealed damage.

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.

Privacy & Security

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.

Returns & Replacements

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.

Payment, Pricing & Promotions

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.