Frequently Asked Questions

 

What are the steps to place an order?

Once you have selected your order and made sure the equipment you are ordering is the correct size, gas type, and any other accessories required in the installation, you are ready to place your order. First thing you should do is read our terms and conditions to fully understand what you are agreeing to. If you have any questions regarding these terms and conditions, contact us prior to placing the order. If you are a new customer you must create an account prior to proceeding to the check out window. If you are a returning customer just select check-out located on the Home page upper left corner. Once in the check-out page, complete all the necessary information including the delivery address.

How do I track my order?

Once an order to processed, a tracking number will be generated and emailed to you. Using the internet, go to the freight company that was selected for you in our confirmation email. Just enter that tracking number, and the delivery status will appear. If you have any questions or concerns, please do not hesitate to contact us directly.

Can I have an order held for shipment at a later date?

Yes, you can, but you must call us immediately once you know the delivery is being delayed. If the order has not been released for delivery from our warehouse, we can simply arrange the most convenient delivery according to you schedule. If the delivery has been released, a return charge will apply. This charge may vary depending on the transit time. It’s best to call us so we can make the necessary arrangements and discuss and charges.

I ordered several items. Should I expect multiple shipments?

You may but this will depend on the manufactures of the equipment you ordered. In any event, if there are multiple orders we will forward to you the tracking number for each order, so you can follow the deliver process.

What does it mean when an item is back ordered?

An item is back ordered when the warehouse has no stock to ship immediately. This delay usually depends on the availably from the manufacture. We will contact the manufacture and provide you with an anticipated delivery date. If that date is satisfactory to you, we will proceed with the order according to the new delivery date.

How do large items get delivered?

Larger items on standard freight will be deliver by transport equipped with a lift gate. Once the order has reached your local terminal, the transport company will contact you to set up a delivery time. The driver will deliver only to the property line and it will be your responsibly to have the delivery moved with your property. It is extremely important for you to inspect the delivery before you sign the Bill of Lading. Any damages must be report at the time of delivery and properly noted on the Bill of Lading.

What are my payment options?

The most convenient and fastest is by credit card. This method will get your order going within minutes of approval. In the event of any returns or change to the order we can refund any charges on the same credit card.

If this is not an option, then mailing a check to us would be the next best thing. We will need to have the check cleared and the funds in our account prior to any order confirmation. If this is something you are interested in, please contact us so we can make the necessary arrangements.

Where can I receive answers to questions regarding products?

The best way of exchanging information on our products is by email. We can forward specification sheets and product literature that will help in your selection. Our email address is sales@theoutdoorappliancestore.com

If this is not something you are comfortable with, please call us at (888) 252-8217. We have experienced personnel available to handle all your questions. We are open Monday to Friday 10:00am to 5:00pm.

Where can I order replacement parts?

This will depend on which replacement parts you are trying to locate.

If you purchased the item originally from us, simply call or email us and we will locate the parts through our manufactures. If the item is still under warranty, we can order pretty much order every in the unit. If the item is not under warranty, we can still assist you in ordering these parts or direct you to the manufactures that would carry these parts.

When will my credit card be charged?

We want to start the ordering process immediately after receiving your order. That said, we usually process the credit card the day of the order.

How can I cancel an order?

If you need to cancel an order, please call us immediately at (888) 252-8217. We will do everything possible to stop the ordering process and confirm with you if any charges will take effect.

Please do not email us in this situation. We want to make sure your request is handled in a timely manner.

How can I modify my order?

The best way to modify an order is to call us (888) 252-8217. Often, we start the shipping process immediately and if you have any changes, we want to make sure we get them added to the order prior to shipping. If for some reason you cannot reach us by telephone, then email us at sales@theoutdoorappliancestore.com or leave a message if it is after hours.