Support

Shipping Damage

Please inspect your package immediately upon receipt for shipping damages and call our Customer Service team immediately (+1.800.868.1699) so we can begin the process of resolving this for your right away. 

Take photos of any visible damage to shipping containers, packaging, or products.

For Patio Direct Deliveries, please carefully inspect all products for damage before the carrier leaves your premises. Indicate any damage in writing on the delivery receipt before signing it.

For Curbside Deliveries, please carefully inspect all shipping containers for damage before the carrier leaves your premises. If there is visible damage, the items in damaged containers should be uncrated or unboxed before the carrier leaves your premises. Any damage to containers and items should be noted in writing on the delivery receipt before signing it.

For Small Freight Carriers, such as UPS and FedEx deliveries, you must notify us of any shipping damages within two (2) business days of receipt, and you must keep the packaging for inspection by the carrier. We cannot take responsibility for shipping damages beyond two (2) days from receipt.

Return Authorizations & order cancellations

Please be certain you are ordering the Kalamazoo Outdoor Gourmet product that is right for your needs and space requirements. Because our stainless steel grills and outdoor lifestyle products are hand-built to fill your order, there is an 18% restocking fee for all returns and exchanges. We are here to help you understand our products and their features, and we are happy to provide you with the detailed dimensions and other information you may need to know before placing your order.

Accessory-only online orders can be canceled within 24 hours of receiving your order confirmation, with no fee, provided that the order has not yet shipped. Accessory-only online orders cannot be canceled once they ship, and there will be an 18% restocking fee as a return or exchange (see Return Authorization procedures below).

All other online orders may be canceled within 24 hours at no charge. Any online orders canceled after 24 hours will be subject to a 5% cancellation fee. Online orders canceled for which production has started will be assessed an 18% restocking fee.

For product information, or to request cancellation of an online order, please call toll free: 1-800-868-1699, or contact us by email.

Personalized or custom products are not returnable unless defective or damaged in delivery.

Products that have been used are not returnable.

Unused products may be returned/exchanged within 30 days of delivery. There is a 18% restocking fee on unused merchandise returned/exchanged for any reason other than product defect, product damage, or an order error on our part. Shipping charges and charges for any custom drawings that have been credited to the order are not refunded.

To make a return or exchange, you must call Kalamazoo Outdoor Gourmet customer service for a Return Authorization Number (RA#). The customer service representative will instruct you in the proper shipping procedures for your return/exchange. Products must be returned in the original packaging. Any products returned without a Return Authorization number or returned in packaging other than the original packaging, are subject to additional fees or may be refused by Kalamazoo Outdoor Gourmet.

Personalized or Custom Orders
Personalized orders, such as laser-cut grilling surfaces, and custom orders, such as custom cabinets or filler panels, are not returnable.

Drawings/Plans for Custom Outdoor Kitchens
Kalamazoo Gourmet Custom Outdoor Kitchens require a quote and drawings. There is a non-refundable fee for these drawings, which will be charged at the time of quoting and will later be credited to your order.