Shipping & Delivery

Shipping & Freight

Free freight shipping is included on every order delivered within the contiguous United States. The price you see on the product page is the price you pay — no freight is added at checkout. Most outdoor furniture, fire features, and BBQ islands ship via freight carrier with freight delivery; smaller parts and accessories ship via standard ground (UPS or FedEx).

We don't currently ship to Alaska, Hawaii, Puerto Rico, or international addresses. Contact us before ordering if this affects you.

How Our Fulfillment Works

We provide free freight shipping. The carrier delivers to your driveway or the end of the truck. What happens after that is up to you — or you can add white-glove delivery for $449.

This is standard for the premium outdoor living industry — authorized dealers coordinate manufacturer freight to your address. Physical placement, assembly, installation, gas/electrical/water hookup, and permitting are handled by you, by white-glove delivery, or by a certified local contractor.

What's Included — And What's Not

Included in Every Order Not Included
✓ Free freight shipping
✓ Freight carrier scheduling call
✓ Tracking updates
✓ Damage protocol + freight claim support
✓ Manufacturer warranty pass-through
✓ Free spec service before purchase		 ✗ Moving product from the delivery point to the install location (add white-glove)
✗ Assembly (add white-glove)
✗ Installation of any kind
✗ Gas line hookup
✗ Electrical work
✗ Water / plumbing hookup
✗ Concrete pad or base preparation
✗ Permit filing or code compliance
✗ Removal of old equipment

Processing & Lead Times

  • In-stock items: 1-2 business days to process + 3-5 business days in transit
  • Made-to-order and back-ordered items (Cal Flame BBQ islands, custom fire features, configured outdoor kitchens): take longer — typically 2-6 weeks production time before shipping; build time is shown on the product page
  • Furniture from HomeRoots: Typically 5-10 business days to ship

Freight Delivery — Read Before Your Item Arrives

Large items (BBQ islands, fire pits, sectionals, fireplaces) ship via freight carrier:

  1. Schedule: The carrier will call you to schedule a 4-hour delivery window
  2. Delivery point: The carrier delivers to your driveway or the end of the truck — not into your home, backyard, or install location. Moving it into place is up to you: bring help, plan for a mover after the drop, or add white-glove delivery at checkout
  3. Inspect on arrival: Open and inspect the package before signing the delivery receipt
  4. Note any damage: If you see damage, write "DAMAGED" on the receipt and either refuse delivery or note specifics. Failure to do this can void our ability to file a freight claim.
  5. Photograph everything: Take photos of the package and any damage immediately
  6. Contact us within 24 hours at support@upscalehomehq.com if there's an issue

White-Glove Delivery Upgrade — $449

Need help getting your item from the delivery point to the install location? Add white-glove delivery for a flat $449 at checkout on any order over $750 — a two-person team handles inside-the-gate placement (one room or spot of choice), light assembly, and removal of all packaging.

Select it as your delivery method at checkout. Full white-glove details here. Crane or lift service for roof decks and raised patios is quoted separately — email support@upscalehomehq.com before ordering.

White-glove is a physical delivery upgrade only. It still does NOT include gas hookup, electrical work, water hookup, concrete work, permitting, or code compliance — those require a licensed local contractor in your area.

Installation, Gas & Electrical Work

All gas appliances (grills, BBQ islands, fire pits, fireplaces) and electrical components must be installed and hooked up by a certified, licensed local technician. This is a safety, code, and warranty requirement — not an Upscale Home HQ policy. Improper installation can void the manufacturer's warranty and create fire, gas leak, or electrocution hazards.

We're happy to answer product-spec questions during your contractor's install, but the physical work is between you and your licensed installer.

Tracking

You'll receive a shipping confirmation email with tracking the day your order leaves the warehouse. Freight orders also receive a separate call from the carrier to schedule delivery.

Questions?

support@upscalehomehq.com — we reply within one business day, Monday through Friday.