What makes an authorized dealer different from a reseller?

Manufacturers like Cal Flame, Summerset, and American Made Grills only honor their warranties when a product is purchased through an authorized channel. A reseller on Amazon or eBay may list the same SKU but the manufacturer can refuse warranty service on it. We are authorized on every brand we carry — direct with Cal Flame, Summerset, HomeRoots, and Harmonia Living, through F&C Distributors for American Made Grills and Primo, and through Ocean Rock USA for Elementi Fire. Your warranty is backed because the manufacturer records your order under our authorized dealer code.

What happens if my item arrives damaged?

Inspect every box and pallet before the driver leaves. Note any damage or missing pieces on the delivery receipt (bill of lading), take photos, and email us within 24 hours of delivery. We open the carrier claim and the manufacturer claim on your behalf. A clean signature on the delivery receipt without noting damage makes a freight claim harder to win, so inspection at delivery is the critical step.

When do you charge my card?

In-stock items: at order placement. Built-to-order items (Cal Flame, Summerset, American Made Grills): typically at order placement to secure the manufacturer build slot. Back-ordered items: we do not charge your card until the manufacturer confirms the item has shipped. If something changes between order and ship, we email you first and get your approval before any charge.

What's the response time if I have a problem?

One business day on any pre-sale, order, or post-delivery question. Email support@upscalehomehq.com. Active-order issues typically get a same-day reply. Freight damage claims get a response within hours during business hours.

How are refunds handled?

Refunds go back to the original payment method once the manufacturer or distributor receives, inspects, and credits the returned item, less the restocking fee and return freight. Because freight shipping was free on your order, the actual outbound freight cost is also deducted from the refund. Made-to-order items are final sale and cannot be returned for change of mind — damage and defects are still covered under the manufacturer warranty.

What if I'm not sure what I need?

Use our free spec service — send your patio dimensions, budget, and intent, and we send back 2 to 3 configurations with pricing, lead times, and install specs within one business day. No commitment to buy. We would rather send you to the right product (even if that means not buying from us) than close a sale on the wrong one.

Buyer Protection — What's Guaranteed When You Order From Upscale Home HQ

Buyer Protection

What's guaranteed when you order from us.

An honest, specific list of what you get the moment your order lands — before, during, and after delivery. If you've been burned by an outdoor-living purchase before, this is the page to read.

The outdoor-living category has a trust problem. Products arrive damaged. Warranties get voided. The seller disappears after the sale.

None of that is unavoidable. It just takes a seller who treats the sale as the start of the relationship, not the end. Here's exactly what we guarantee at each stage — the specifics, not the slogans.

Before you order

What you get at zero cost.

Free spec service, one business day.

Send patio dimensions, budget, and intent. We return 2–3 configurations priced to real MAP with lead times and install specs. No commitment to buy. If none of the options is right, we say so — we'd rather send you to the right product than close a sale on the wrong one.

Honest comparison across brands.

We're authorized on 7 brands. If your project is better served by one we don't carry, we tell you and point you to a reputable dealer. The Cal Flame vs Lion vs Blaze page is proof we don't pretend our brand always wins.

Response within one business day, every time.

Email support@upscalehomehq.com. The founder reads it. Active-order issues get a same-day reply. Freight-damage questions get a response within hours during business hours.

When you order

What's locked in at checkout.

Authorized-dealer pricing.

Every listed price is MAP-compliant. You pay what the manufacturer wants their authorized dealer to charge — no more, no less. We price-match verified authorized competitors.

Free freight shipping to the lower 48.

Included on every order. White-glove inside placement is a $449 upgrade at checkout. Limited-access addresses (gated communities, long driveways, job sites) can carry extra carrier charges, which we quote before your order ships.

No surprise charges after you pay.

The price you see at checkout is the price. If something changes between order and ship — a back-order, a freight surcharge, a model substitution — we email you first and get your approval before any card charge or shipment.

On delivery

The 24-hour window that saves claims.

Inspect every box and pallet before the driver leaves. Note any damage, missing pieces, or wrong items on the delivery receipt (bill of lading), take photos, and email us within 24 hours.

We open the claim. Carrier claim with the freight company. Manufacturer claim with the brand. You stay out of the back-and-forth.

Replacement or refund within the manufacturer's warranty terms. For damage caught at delivery, the typical turnaround is 2 to 4 weeks for a replacement part or re-ship.

A clean signature without noting damage closes the carrier's liability. Inspection at delivery is the single most important step in the whole process.

After you own it

What we handle on your behalf.

Warranty routing — dealer to manufacturer.

If a component fails under warranty in year 1, year 3, or year 10, you email us. We open the claim with the manufacturer, ship the replacement part, and keep you informed throughout. You never call a customer-service line at the brand. Full warranty terms by brand on our warranties page.

Warranty registration.

Several manufacturers (Summerset, AMG) require registration within 30 days of purchase to validate the lifetime warranty. We handle it on your behalf — or send you a one-click link with your order details prefilled. One of the biggest reasons gray-market buyers lose warranty coverage: they never register, or the manufacturer refuses to register product sold through unauthorized channels.

Parts and accessories, authorized channel.

When you need a replacement burner, a cover, a part your contractor forgot to order — same authorized channel. Not a gray-market substitute from a search engine.

Returns & refunds

Transparent, not aspirational.

Return window: Request within 30 days of delivery.

Restocking fee: Up to 25%, set by the brand's distributor. Each brand's rate is on the product page.

Return freight: Paid by the customer.

Non-returnable: Made-to-order items, special orders, items that have been installed, connected to gas, or used.

Refund timing: Back to the original payment method once the manufacturer receives, inspects, and credits the item — typically 1 to 3 business days after it arrives at their returns facility.

Freight on returns: Because freight shipped free to you, the outbound freight cost is deducted from refunds on change-of-mind returns. Damage and defects are still fully covered under the manufacturer warranty — no freight deduction.

The one thing we won't do

Promise what we can't deliver.

Some sellers promise "lifetime warranty on everything," "zero-cost returns on anything," and "we'll install it for free." Then the fine print says otherwise. We'd rather tell you the real terms up front — including what we don't cover — than win the sale with a promise we can't keep.

What's on this page is what we actually do, every order, every time. If you want a seller who hands you a 20-page terms document, we're not it. If you want one who tells you in a page what to expect, you're in the right place.

Ready to order?

Buyer protection starts the moment you request a spec.

Send dimensions, budget, intent. We handle the rest — spec, order, delivery, warranty, and whatever comes up after.

Get a Free Spec Email Us