How Ordering Works — From Click to Curb, the Full Process

FROM ORDER TO DELIVERY

How ordering works.

Most outdoor kitchen retailers won't tell you what actually happens after you click “Buy.” Here's our full process — timing, freight, inspection, warranty registration. All of it.

Premium outdoor living products aren't shipped from a warehouse like Amazon. Many are made to order at the manufacturer's facility, crated for freight, and delivered to your home on an LTL truck. That's a different process than you're used to.

Here's exactly what happens — with the actual lead times published across our seven authorized brands.

THE SIX-STEP PROCESS

From your checkout to your patio.

STEP 01 · WITHIN 24 HOURS

You place your order.

Checkout on the site or call (857) 353-8060. You receive a personal acknowledgment from the Upscale Home HQ team within one business day confirming your order details.

STEP 02 · WITHIN 1 BUSINESS DAY

Purchase order submitted to the manufacturer.

We submit the PO within 24 hours of your order. Cal Flame and Cal Spas ship out of Pomona, California; Summerset out of Huntington Beach; American Made Grills out of Bohemia, New York (via F&C Distributors); Napoleon Galaxy Series ships via F&C Distributors; HomeRoots ships from New Jersey; Harmonia Living ships from the California or Pennsylvania warehouse closest to you. You receive a second email confirming the PO was submitted.

STEP 03 · MADE-TO-ORDER PRODUCTION

The unit is built or picked for your order.

This is the part that's different from Amazon. Cal Flame BBQ islands and Cal Spas hot tubs don't sit on finished inventory — each unit is built when ordered. Summerset, AMG, and Napoleon products ship from stock when available; furniture from HomeRoots and Harmonia Living pulls from U.S. warehouses.

PUBLISHED LEAD TIMES BY PRODUCT

Cal Flame BBQ Islands 4–6 weeks build
Cal Flame built-in grills 3–5 weeks build
Cal Flame fire features 2–4 weeks build
Cal Spas hot tubs 2–4 weeks build + transit
Summerset grills 2–4 weeks (some in stock)
Summerset components & accessories 1–2 weeks
American Made Grills (via F&C) 2–4 weeks
Napoleon Galaxy fireplaces (via F&C) 2–4 weeks
Harmonia Living furniture 5–10 business days
HomeRoots outdoor furniture 5–10 business days

STEP 04 · 2–3 BUSINESS DAYS

Quality inspection and crating.

Before shipping, the manufacturer's QC team inspects burner ignition, hood seal, tile work, structural welds, and finishes. ETL and CE certifications are verified. Each unit is crated for LTL freight transport.

STEP 05 · 5–10 BUSINESS DAYS TRANSIT

Freight shipment and tracking.

Crated unit is picked up by the freight carrier. You receive an email with tracking number, carrier name, and estimated arrival window. The carrier calls 24–48 hours before delivery to schedule a specific 3–4 hour appointment.

FREIGHT OPTIONS AT CHECKOUT

Curbside delivery (included): Driver drops at your driveway or curb. You move it into place.
Threshold delivery (+$150–250): Driver moves into garage or first room past entry.
White-glove delivery (+$250–450): Driver brings into the specified room, unpacks, removes packaging.

STEP 06 · DELIVERY DAY

Inspection on delivery and warranty registration.

When the truck arrives, inspect the crate before signing the bill of lading. Any visible damage must be noted on the delivery receipt before the driver leaves — this is the only way to file a damage claim with the manufacturer.

Once unpacked, we file your warranty registration directly with the manufacturer using your purchase information. You receive a confirmation that your warranty is active and tied to your name.

TOTAL TIMELINE AT A GLANCE

Cal Flame BBQ Island 5–8 weeks total
Cal Flame built-in grill 4–7 weeks total
Cal Flame fire feature 3–6 weeks total
Cal Spas hot tub 3–5 weeks total
Summerset grill 3–6 weeks total
American Made Grills / Napoleon (via F&C) 3–5 weeks total
Harmonia Living / HomeRoots furniture 2–3 weeks total

All lead times above are based on published manufacturer schedules. Actual times may vary during peak season (April–June) or holidays.

QUESTIONS BEFORE YOU ORDER?

Get sizing and timing confirmed first.

A 10-minute spec call now saves you from a 6-week mistake later. We'd rather help you confirm fit and lead time than have you reorder.

Start a Free Spec(857) 353-8060