Shipping & Delivery

Free Freight Shipping on Every Order

Every order at Upscale Home HQ ships free within the contiguous United States. Most outdoor furniture, fire features, and BBQ islands ship via freight carrier with curbside delivery; smaller items 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 deliver product to your curb. What happens after that is up to you.

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 or a certified local contractor.

What's Included — And What's Not

Included in Every Order	Not Included
✓ Free LTL freight to your curb ✓ Freight carrier scheduling call ✓ Tracking updates ✓ Damage protocol + freight claim support ✓ Manufacturer warranty pass-through ✓ Free spec service before purchase	✗ Moving product from curb to install location ✗ Assembly ✗ 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: Ship within 3-5 business days
Made-to-order items (Cal Flame BBQ islands, custom fire features, configured outdoor kitchens): 2-6 weeks production time before shipping
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:

Schedule: The carrier will call you to schedule a 4-hour delivery window
Curbside only: Standard freight is curbside-only — the driver brings the item to your driveway or curb, not into your home, backyard, or install location. Bring help or plan for a mover after the drop
Inspect on arrival: Open and inspect the package before signing the delivery receipt
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.
Photograph everything: Take photos of the package and any damage immediately
Contact us within 24 hours at support@upscalehomehq.com if there's an issue

White-Glove Delivery Upgrade (Available on Request)

Need help getting your item from the curb to the install location? We can arrange white-glove delivery on select products — inside placement (one room or spot of choice), light assembly, and removal of all packaging.

Pricing varies by product, weight, distance to install location, and stairs. Email support@upscalehomehq.com or call (857) 353-8060 with your order details and we'll send a quote within one business day.

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 | 📞 (857) 353-8060