WHAT PAYMENT OPTIONS CAN I USE?
We want to make your experience fast and easy, and accept the following payment options:
- American Express
General Shipping & Order Information
Purchased items weighing less than 100 lbs will typically be shipped via UPS or FedEx.
LTL Freight Shipments: Our larger items such as outdoor kitchens, grills, islands, and fire pits will be shipped through a third-party carrier via less than truckload shipping (LTL) applicable charges to apply. Additional charges will apply on all orders requesting or requiring expedited shipping.
In-stock products will ship from the warehouse in 21 to 30 business days, from the date order received. Allow 2-5 additional business days for delivery depending upon location. (Occasionally delays in shipping can happen that are out of our control). Special order items may require additional shipping fees unless otherwise stated. The homeowner is responsible for all necessary town, city, county, and state permits and verifying that equipment ordered and/or purchased meets all town, city, county, and state requirements before placing the order. RTA Outdoor Living will not be responsible for equipment that does not meet town, city, county and state requirements. Raised seal and stamped drawings are available to purchase for states requiring permits.
LTL Shipping: Our standard for residential shipments is curbside delivery, meaning the freight company will put the packages in the entryway of your driveway without blocking street access. Freight line shipping companies WILL NOT go onto customer’s private property or driveway for legal reasons. The customer is responsible for moving the packages to the desired location. Other arrangements can be made for a separately quoted fee; Please contact Customer Service for pricing and special delivery options.
RTA Outdoor Living will not be held responsible for:
- Costs associated with delays in shipping
- Costs associated with back-ordered products
- Costs associated with any equipment rentals that may be affected due to products damaged in transit
- Costs associated with any equipment rentals that may be affected due to delays in shipping or back-ordered products
- Costs associated with hired help due to products damaged in transit
- Costs associated with hired help due to delays in shipping or back-ordered products
The recipient MUST check for damaged or missing items immediately and before signing the delivery receipt. The recipient must photograph and notate any missing and/or damaged items on the delivery receipt before the shipper leaves and then contact RTA Outdoor Living Customer Service. All damaged items must be refused and sent back with the shipper. It is imperative that the items and quantities listed on the delivery receipt match the items and quantities delivered. If the customer fails to conduct a complete inventory and inspection of all items, the customer will be responsible to purchase any items that were missing or damaged.
If the damaged or missing items are not documented at the time of delivery RTA Outdoor Living cannot file a claim for the customer.
RTA Outdoor Living uses carefully selected third party carriers and all orders are shipped in perfect condition, but sometimes damage occurs in transit. Appliances will arrive in cardboard boxes, and any damage or rips to boxes must be notated by the driver prior to accepting delivery. If the damage is not noted at the time of delivery RTA Outdoor Living cannot file a claim for the customer. If the customer does not note damages or missing items on the Bill of Lading at the time of delivery, then the customer must file a damage claim “Concealed Damages” form with the shipping company and be reimbursed by the same (all forms, including claims forms, will be e-mailed to you upon request). RTA Outdoor Living will then ship all necessary items using RTA Outdoor Living’s shipping guidelines to determine shipping method.
Returns, Exchanges, and Warranties
RTA Outdoor Living will accept a return on most items that are in new, unused/unopened condition within twenty (20) days of delivery for a refund, less any shipping and handling charges, and less a minimum of twenty percent (20%) restocking fee, but up to (50%) depending on the vendor and product ordered. Returns on returnable purchases must be made within 20 days of purchase in the original shipping container. Unopened appliances may be returned, less cost of return shipping and 20% restocking fee. Opened appliances may be returned, less return shipping and 40% restocking fee. Standard Kitchens or fire features may be returned, less cost of shipping and 25% restocking fee. Custom Kitchens or fire features may be returned less cost of shipping and 50% restocking fee. Customers are responsible for paying shipping on all returned items. Applicable restocking fees will be charged to the customer for all returned items. If the goods cannot be sold in new condition a refund cannot be issued. To request the return of a returnable item contact RTA Outdoor Living Customer Service, have a copy of your receipt and reason for the return. An RMA (Return Merchandise Authorization) will be given and a ship back address. Shipping charges are non-refundable. RMA information and order # must appear on all cartons. RMA # must be visible on the returning package or it will be refused by the vendor. Per RTA Outdoor Living Terms and Conditions, products returned without an RMA# will be refused and sent back to the customer at the customer’s expense. All returns, exchanges, and warranties are subject to the Terms and Conditions. If your product is not functioning properly, please call RTA Outdoor Living’s Customer Service Department as soon as possible (but not later than twenty (20) days from purchase). In most instances, support representatives can assist you in diagnosing and resolving your product problems. However, in instances where a product is truly defective, the manufacturer of the product, or RTA Outdoor Living in its sole discretion, will repair or replace the product, in whole or in part as necessary, with an even exchange of the same item or replacement parts, subject to in-stock availability. If in stock replacement items ship the same week the defective item is received and inspected. The user is responsible for the shipping costs to ship the defective product back to RTA Outdoor Living. Be sure to obtain a tracking number for your return items sent to RTA Outdoor Living.
With your purchase of any product from the Site, you shall be provided with the product manufacturer’s warranty. RTA Outdoor Living will provide any warranties on products manufactured by RTA Outdoor Living purchased on the Site.
Consumer/End Product User’s Right to Cancel
RTA Outdoor Living complies with all federal, state, and local laws of the area in which they conduct business. In the event that a buyer exercises his or her right to cancel a sale, RTA Outdoor Living will replace the product for the Distributor, pursuant to RTA Outdoor Living return policies. Orders for appliances or for standard outdoor kitchens/fire features may be canceled WITH written notice prior to shipment with no cancellation fee. Given the high cost to ship these items, after Coyote appliances or standard outdoor kitchens/fire features have been shipped, but prior to delivery, these items will be subject to a 20% cancellation fee. Since custom outdoor kitchens/fire features have limited resale value, once a custom outdoor kitchen/fire feature blueprint has been approved, these orders will be subject to a 30% cancellation fee, which increases by an additional 15% if the order has already shipped.
Purchase and Product Pricing
In the event a product is listed at an incorrect price or with incorrect information due to typographical error, an error in pricing, product information, or otherwise, RTA Outdoor Living shall have the right to refuse or cancel any orders placed for that product(s) listed at the incorrect price. RTA Outdoor Living shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and the User’s credit card charged. If the User’s credit card has already been charged for the purchase and the order is canceled, RTA Outdoor Living shall issue a credit to the User’s credit card account in the amount of the charge.