Terms and Conditions

OCBBQ.com - Policies, Terms and Conditions -

100% Defective Free- All of our manufacturers products are warranted to be free of manufacturing defects. If for some reason you have a challenge with your order, please contact us immediately to figure out a solution. If a verifiable defect has occurred, You will be put in touch with the manufacturer who will replace the product under manufacturer warranty.

Acceptance of Terms & Conditions;

1) Online Orders: By processing any order through OCBBQ online website, customer acknowledges acceptance of the terms and conditions herein. It is the customer's responsibility to fully read and understand these terms and conditions. Should customer have any challenges with the terms and conditions, customer may cancel an order with written notice within 48 hours of placement of any order or sale is considered final and subject to the all applicable terms and condition of this agreement.

2) Phone Orders - By placing an order over the telephone verbally through OCBBQ customer service department, email or fax, customer is acknowledging acceptance of the terms and conditions of this website.It is the customer's responsibility to fully read and understand these terms and conditions herein. Should customer have any challenges with the terms and conditions, customer may cancel this order with written notice within 24 hours of placement of any order or sale is considered final and subject to the all applicable terms and condition of this agreement.

3) Cancellation Policy - Orders may be cancelled within 24 hours of placement for any reason.  However if any order has been shipped, all shipping and applicable restocking fees will be ducted from the refundable amount. Cancellations must be submitted in writing via email, and or standard post. All cancellations shall be responded to in the same manner with a cancellation confirmation.  If you do no receive a confirmation, please contact our customer service department immediately.  Customer is responsible for all incurred costs including shipping in both directions & applicable restock fees if procedure has not been confirmed and completed written format. Should an item be refused delivery without proper authorization, customer shall be responsible for incurred costs as well.

Note: If a custom order has been processed to a manufacture and work has been performed, orders are considered non-cancelable.  

Return and Warranty Policies:

Please refer to individual product description pages regarding specific conditions pertaining to manufacture lead times, additional shipping parameters and or additional options regarding your order.

4) Return authorization – Please note that all different manufacturers have different return policies but as a general note: *All Items must have a valid RA# (return authorization #) before being returned.  Each Manufacturer will issue a return Authorization once they have determined that the product is truly defective.  All warranty products not shipped from OCBBQ will be dealt with directly with the manufacturer.     

5) General Policy - All of our products are warranted to be free of manufacturing defects. If for some reason a challenge has occurred with an order, please contact us immediately to figure out a reasonable solution. It is recommended that all items should be checked immediately upon receipt.  All items must be opened and inspected for damage within 1 days of delivery, and written notification of any challenges must be submitted no later then 3 days from receipt or all sales will be considered final. Should a defect or challenge occur; buyer must contact seller in writing describing said defect or challenges with instructions or questions regarding return issues.  OCBBQ will intern contact the manufacturer and inform them of the issue and have you contact them directly for a replacement part.  If this becomes a challenge OCQQB will do all it can to resolve the situation and help you be completely satisfied with your purchase. Seller reserves the right to send replacement parts when applicable. OCBBQ refund policy does not cover items damaged due to misuse, neglect, wind, weather conditions or other "acts of God". It is the customer's responsibility to properly care for, maintain, store and safely use the products ordered. If any questions arise about proper use, please email questions to customerservice@OCBBQ.com. When returning an item for any reason, item MUST be packaged in the original carton. Items that have been scratched or dented by, set up, placement in stands, bases or tables, movement of furniture, etc., are considered un-sellable and or no longer as new condition. Un-sellable items will not be accepted for return unless there has been a clear manufacture defect or warrantee issue. Umbrella products are non-returnable for improper size selection. Actual fabrics and components may vary slightly from color charts and or pictures as displayed due to particular lighting effects, computer monitor displays, graphics and availability of particular seasonal items. Therefore OCBBQ cannot be held accountable for any persons who improperly decide a specific color choice, unit style, or size dependant on the visual picture only. It is the customer’s responsibility to read all descriptions in the item shopping cart before ordering. If OCBBQ or it’s affiliate distribnutors/manufacturers so chooses to except a returned an item, it is at OCBBQ sole discretion whether or not a restocking fee and or shipping charges will apply. All returns for improper color choices may be subject to a 35% restocking fee plus applicable shipping and handling charges. Refunds will be given for the purchase price less the original shipping and handling charge as agreed upon. Customer will be responsible for return shipping via UPS or freight to us/Manufacturer, except when a manufacturing defect is verified. In such cases (verifiable manufacturing defect), seller may choose to send a call tag for the merchandise to have it picked up. OCBBQ and affiliates reserves the right to repair or replace such merchandise at OCBBQ discretion. Refunds are issued within 30 days of our inspection of returned items. Should any item be refused delivery and returned without authorization, a 50% restocking fee plus all shipping and handling fees will be charged at minimum. However, it is at OCBBQ sole discretion whether a refund of any type will be issued. There will be absolutely no refunds or returns credited for custom ordered items.  Custom ordered items are non-returnable or refundable for any reason outside of clear manufacturing defects. Should any customer refuse delivery of a custom ordered item, customer relinquishes his rights to any refund.  Customer is responsible to pay all shipping costs associated with un-approved cancellations and returned shipments of custom ordered items. Only items with written authorization including (RA#'s) are eligible for a full purchase price (less S&H) refunds. For this reason, it is best to communicate via email to receive written authorization before you return your item.

6-A) Umbrellas & Stands - All items should be physically inspected directly out of the box without being placed in a stand or table.  Should any damage including, SCRATCHES, DENTS, Rips and or Tear's of Fabric from placement in stands or tables occur, said items are no longer considered as new and will not be accepted for refund or replacement. Any umbrella that has a custom fabric, pole color alternative, component alternatives, etc., are considered custom ordered and are non refundable, or returnable for any reason outside of clear manufacturing defects. Actual umbrella fabrics and components may vary slightly from color charts and or pictures as displayed due to particular lighting effects, computer monitor displays, graphics and availability of particular seasonal items. Therefore OCBBQ cannot be held accountable for any persons who improperly decide a specific color choice or unit style dependant on the visual picture only. No returns will be accepted for improper color choices dependant on the color computer monitor displays. Customers may contact OCBBQ prior to order and request the procedure for fabric samples.  On some occasions, fabrics and or particular component frames and parts may be returned and re-fabricated at customers cost, plus shipping and applicable restocking fees at OCBBQ sole discretion.

6-A1)  Umbrellas and Shade products - PLEASE THOROUGHLY READ OWNER’S MANUAL, INSTRUCTIONS AND WARRANTY BEFORE INSTALLATION, ASSEMBLY AND OPERATION. Please be advised that manufacturer warranties do not cover damage caused by incorrect installation, wind, improper canopy folding, or wrongful use of the product. Read all manuals and instructions carefully to ensure proper installation, assembly and operation. Once installed, ensure all users are properly trained in operation and wind guidelines. On the subject of wind resistance, always use COMMON SENSE: If it is too windy to be outside enjoying the day, it is always best to lower/collapse the fabric canopy structure. It is also best to keep the fabric canopy structure lowered/collapsed when unattended. See the Owner’s Manuals and Instructions/ Warranty to find installation, assembly, and operation instructions in addition to detailed wind guidelines for the specific shade solution purchased.  

 6-B) Cushions- Most cushions have been custom ordered and manufactured to customer's specific dimensions and color specifications. Most cushions are non-returnable or refundable unless a clear manufacturing defect has occurred. Cushions may vary slightly in thickness and size dimensions, within 1/4 to 1" due to internal filling compaction, rebound, and styles of edging, stitching and particular internal fill. Cushions are non returnable if size and filling dimension are within the parameters as previously described. All items should be physically inspected directly out of the box and or packaging without being placed in the appropriate piece of furniture. Should any damage including, rips, tears, stains, marks or color transfer, etc., occur from placement in stands or tables, furniture, etc., said items are no longer considered as new and will not be accepted for refund or replacement. Actual cushion fabrics and components may vary slightly from color charts and or pictures as displayed due to particular lighting effects, computer monitor displays, graphics and availability of particular seasonal items. Therefore OCBBQ cannot be held accountable for any persons who improperly decide a specific color choice or unit style dependant on the visual picture only. No returns will be accepted for improper color choices dependant on the color computer monitor displays. Customers may contact OCBBQ prior to order and request the procedure for fabric samples to be sent prior to ordering product.

6-C) Patio Furniture- Most items are shipped knocked down in cartons (Assembly Required). Some items are shipped via motor freight and are too large for standard UPS or FedEx Ground. Items deemed to large for common carrier may be subject to additional lead times. Items must be inspected for damage at time of delivery and noted on delivery receipt before signing for shipment. Notification of damages must be submitted in writing within 2 days of delivery. All items must be inspected for damage before assembly. Should damage or defects occur customer must contact OCBBQ in writing prior to assembly. Products that have been assembled or modified cannot be returned for any reason per manufactures guidelines.

6-D) Tiki Umbrellas & Palapas - All items are shipped knocked down in cartons (Assembly Required). Some items are shipped via motor freight and are too large for standard UPS or FedEx Ground. Items deemed too large for common carrier may be subject to additional lead times. Items must be inspected for damage at time of delivery and noted on delivery receipt before signing for shipment. Notification of damages must be submitted in writing within 7 days of delivery. All items must be inspected for damage before assembly. Should damage or defects occur customer must contact OCBBQ in writing prior to assembly. Products that have been assembled or modified cannot be returned for any reason per manufactures guidelines.

6-E) Patio Heaters, Fire Pits & Fireplaces Gas Grills – All Heaters and Gas products are shipped knocked down or Assembly required and typically need minor unwrapping and assembly. All gas Appliances must be inspected within 2 days of delivery or all sales are final. Should there be a manufacturing defect or challenge, buyer must contact OCBBQ, in writing within 3 days of delivery for instructions on how to return or remedy the issue or all sales will be considered final. OCBBQ maintains the right to substitute parts or new units as a remedy of the situation. Patio Heaters are “non returnable” once they have been assembled, installed, fired up and or in use for “any” length of time, unless there is a clear manufacturing defect. OCBBQ is a reseller of said products only and is in no way considered mechanical engineers or responsible for particular heat loads or calculations there in. Should OCBBQ, so choose to receive a returned item, it is at OCBBQ, sole discretion and a 35% restocking fee, plus shipping will apply in all cases except manufacture defects unless OCBBQ so chooses to waive such fees. All authorized return items must be in “brand new” un-used, saleable condition or all sales are considered final. Should an item be returned without proper authorization, OCBBQ, Inc. is not responsible for return of any fees until proper steps and authorization is given. Once an item has been returned and received, it will be inspected by the appropriate party.  If any parts or components have been damaged in any way, it is the customer responsibility to pay for additional damage. OCBBQ is not responsible for electrical wiring, gas piping and or fuel containment as needed for specific units, and cannot be held liable for installation challenges or upgrades of any kind, before or after installation. If a customer so chooses to acquire his or her own contractor for product installation, OCBBQ cannot be held liable for the installation costs regardless of whether a specific unit was recommended by a representative of OCBBQ or not. It is highly recommended a mechanical engineer be consulted prior to any purchase or installation of permanent or mounted units. Heater specifications have been included as a guideline and are only intended as a general idea of heating ranges or capacities. All outdoor heating situations differ and buyer is responsible to acquire their own heat load calculations, permits or engineering as needed for proper heating in their specified locations. OCBBQ, customer service representatives and employees are in no way considered manufactures representatives or professional HVAC consultants, and can only give best recommendations for heating specified areas obtained from the specific manufacturer’s literature or manufacture provided training. OCBBQ, its employees and manufactures, cannot be held accountable for a customer’s specific choice, style or size unit. Specific heating perimeters for outdoor situations is not a controlled environment and in no way can be guaranteed, due to weather, wind & natural effects cause by nature or acts of god. OCBBQ is not, and cannot be held liable for improper heating of a specific unit of any kind.  OCBBQ, cannot be held liable for any claims or damages of personal property, or bodily harm, or death as a result of any burn, explosion, fire of any type issues deemed as a result of misuse, handling, manufacture defects, accidents or any reason thereof.  

7) Shipping Policy - Shipping and handling charges apply to all orders unless listed as free shipping or pre-negotiated in writing and authorized prior to final shipment of item. All charges will be included in the final transaction price and disclosed as the total cost for items purchased. Should items be returned for any reason outside of manufacturing defects, shipping fees will be deducted from any credit due customer.  Should an item be originally purchased as a FREE Shipping offer, all actual shipping charges shall be deducted from any credit due customer. The Customer is responsible for return shipping via UPS or freight to OCBBQ or Manufacturer, except when a manufacturing defect has been verified by the manufacturer.  In such cases, the customer will pay for the initial return shipping cost and a refund will be applied once the item has been inspected and confirmed to be a manufacture defect. In some cases, the OCBBQ or Manufacturer may choose to send a call tag for the return merchandise. OCBBQ or Manufacturer reserves the right to repair or replace such merchandise at OCBBQ or Manufacturer discretion.  OCBBQ or Manufacturer is not liable for any damage caused by shipping carriers.  OCBBQ or Manufacturer will attempt to facilitate and help with all shipping challenges, but cannot be held liable for damaged items that are out of our control.

Note: Should any customer desire to receive an item by a particular date, customer should contact OCBBQ prior to any order. OCBBQ will do its absolute best to process each order to manufacture within 24 hours of receipt of order or next business day; However, OCBBQ does "Not" guarantee any item to be shipped and or delivered by any particular date.  OCBBQ is not responsible for any delivery delays due to circumstances out of its control and cannot be held liable for any product that is not delivered by a customers anticipated or expected delivery time frame.  

7-A) Shipping Lead Times - Stocked items typically ship within 1 to 5 business days of receipt of order; However, particular products with fabric, pole & material color choices may take up to an additional 5 - 15 days depending on fabric and component availability.  Once items ship from warehouse, shipping time may take anywhere from 1 to 14 business days dependant on products ordered and particular freight carrier arrangements.  Custom orders may take anywhere from 7 days to 45 days of manufacturing time. Once an item has been manufactured, assembled, packaged and shipped. Standard shipping lead time listed above will apply.

8) Tracking Numbers - OCBBQ computer system will automatically send available tracking numbers through email notification as received from particular distributors as possible.  However, not all of OCBBQ distributors have resources to process shipment tracking numbers though an electronic computer system. UPS, Fed Ex or Freight carrier tracking numbers are not always readily available and are not typically supplied to the customer until after 2 to 5 business days from initial shipment verification. If any shipping disputes or challenges with the order occur, customer should email or contact OCBBQ with the appropriate name, address, phone number, item number, description of purchase and order number for faster response.

8-A) Tracking Number Requests - Due to extremely high volume of orders processed in the spring and summer seasons, OCBBQ goal must be focused on processing orders as fast as possible to expedite a speedy shipment.  OCBBQ simply does not have the resources and or time to respond or reply to all tracking number requests until after the minimum manufacturing & processing days have been allotted and or a clear order processing challenge has occurred. Customers should check the product description page of the item they ordered regarding estimated lead times.  If the item is noticeably late and or missing subsequent to the last business day of the estimated manufacturing lead time and shipping estimate, customer should contact OCBBQ via email at customerservice@OCBBQ.com and include the Name, Order Id and estimated delivery time located on the product description page.

9) Non-Disclosure & Privacy Policy - OCBBQ will never sell; trade and or distribute customer's personal information, such as email addresses, resident or business address, phone numbers, credit card information, etc., to any parties outside of this transaction authorization.