Frequently Asked Questions

Ordering & Shipping

How does shipping work?

Most large products ship factory-direct from the manufacturer by insured freight carrier. The carrier typically contacts you to schedule a delivery window. Standard freight delivery is curbside unless an enhanced delivery option is specifically arranged.

How long does delivery take?

Typical delivery is 2–4 weeks. Timing varies by product availability, manufacturer processing, and freight or carrier scheduling. Some made-to-order or special-order products can take longer. If timing matters for your project, contact us before ordering and we will help confirm the current estimate.

Do you ship outside the contiguous United States?

Our standard free-shipping program applies within the contiguous U.S. For Alaska, Hawaii, or destinations outside the contiguous U.S., contact us before ordering to confirm whether freight service and a quote are available for the specific product.

Is shipping free?

Yes. Standard shipping is included on orders within the contiguous United States.

Products & Installation

How do I choose natural gas or propane?

The correct fuel type depends on the product and your installation. Natural gas usually requires a permanent gas line. Propane configurations may use a tank or a plumbed propane supply depending on the product. Confirm your available fuel source before ordering.

Can I install a gas appliance under a covered patio?

Only when the specific manufacturer's installation requirements allow it. Clearances and ventilation requirements vary by model. Always follow the product manual and applicable local codes, and use a qualified professional for gas connections.

How do I know what size product fits my space?

Start with the manufacturer's overall dimensions, required clearances, and any cutout dimensions. For built-in products, also confirm gas and electrical requirements. Talk to a Specialist if you want help checking the fit before ordering.

Do you offer financing?

Shop Pay Installments may be available for eligible purchases. Available options and eligibility are shown by Shopify during the purchase process.

Returns & Warranty

What is your return policy?

Eligible new and unused items can generally be returned within 30 days of delivery subject to the conditions in our Return and Refund Policy. Made-to-order, custom, and special-order configurations may not be returnable. Confirm dimensions, fuel type, and options before ordering.

Are the products warrantied?

Yes. Products purchased through Oven & Ember include the applicable manufacturer warranty. Coverage varies by brand and model. See our Warranty page or contact us for the current terms for a specific product.

General

Can I talk through my options before buying?

Absolutely. These are considered purchases, and the right fit matters. Talk to a Specialist and we can help with size, fuel type, specifications, installation questions, and model comparisons.