Frequently Asked Questions
Everything you need to know about freight delivery, order processing, 30-day returns, manufacturer warranties, and customer support.
🚚 Shipping & Freight Logistics
How are large outdoor grills and pizza ovens shipped?
All heavy grills, built-in islands, and ovens are shipped via specialized Less-Than-Truckload (LTL) freight carriers (such as Estes Express, R+L Carriers, and SAIA) secured to heavy-duty custom pallets. Every freight delivery includes Free Curbside Liftgate Delivery to safely lower your shipment from the truck to ground level.
What are your order handling and freight transit times?
Order Handling Time: 1 to 2 business days (Monday Friday).
Freight Transit Time: 3 to 7 business days depending on delivery location within the contiguous United States.
Before arrival, the freight carrier dispatch will phone you directly to schedule a convenient 2-to-4 hour delivery appointment window.
Do you charge any shipping fees?
No. GrillAtlas offers Free Freight Shipping with liftgate service included on all orders shipped to the 48 contiguous United States. No hidden dock fees or surprise handling surcharges.
🔄 Returns, Refunds & Cancellations
What is your return policy?
We offer a transparent 30-Day Return Guarantee. You may return any unused merchandise in its original packaging within 30 days of delivery. There are zero restocking fees ($0.00). To initiate a return, contact our support team at support@grillatlas.shop with your order number to receive an authorized Return Merchandise Authorization (RMA) and routing instructions.
Can I cancel my order?
Yes. You may cancel any order for a 100% full refund within 24 hours of placement prior to pallet strapping and freight dispatch. If the freight carrier has already picked up your shipment, it will be treated as a standard return upon delivery.
What if my delivery arrives with freight damage?
While all shipments are packed in heavy-duty crating, transit damage can occasionally occur. Please inspect the pallet upon arrival. If you notice external carton damage, simply write "Damaged upon receipt" on the carrier's Bill of Lading (BOL) delivery receipt and contact us within 48 hours at support@grillatlas.shop with photos. We will arrange immediate expedited replacement parts or a complete replacement unit at zero cost to you.
🔥 Products & Warranties
Are products brand new and covered by manufacturer warranty?
Yes. Every single item sold on GrillAtlas is 100% brand new, authentic, in factory-sealed packaging, and covered by full direct manufacturer warranties (including lifetime stainless steel warranties on Blaze cast burners/housings, manufacturer structural warranties on Gozney stone ovens, etc.).
How do I choose between Liquid Propane (LP) and Natural Gas (NG)?
Choose Liquid Propane (LP) if you plan to connect your grill to standard 20-lb portable propane tanks. Choose Natural Gas (NG) if you have a plumbed gas line on your patio or outdoor kitchen island. Most models are available in both fuel configurations or include manufacturer conversion orifices.
Still have questions? We're here to help.
Our team of outdoor culinary specialists is available Monday through Friday to assist with technical specifications, island cutout dimensions, or delivery tracking.
11460 Reeder Rd, Ste 123
Dallas, TX 75229, USA
Central Standard Time (CST)