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Customer Service | Outdoor Kitchens | Outdoor Living Products
Low Price Guarantee

We guarantee that our prices are the lowest on the Internet! If you find a lower price advertised on another website, give us a call at (512) 258-4356. We will match the price, provided the other website belongs to an authorized dealer, and the product is new and in-stock.

 

Errors on Our Website

We make every effort to ensure that the information on our website is accurate, complete and current. Despite our efforts, there may be instances when information about a Product contains inaccurate or incomplete data, including data about the Product's price or availability. We make no warranty or guarantee that the information on our site is error-free, complete, or current. We reserve the right to correct errors and/or update the content on our sites at any time without notice. We also reserves the right to refuse or cancel any order containing any error or inaccuracy, including after the order has been submitted, whether or not the order has been confirmed and your credit card charged. If your order is canceled after your payment has been processed, we will issue a full refund to the original pay type. 

 

Shipping Information

Shipping is available within the Continental US only, and our products cannot be sent to PO boxes. All shipments are dropped curbside: backyard delivery, uncrating, installation, and/or setup are not available. For larger orders, a forklift and/or additional help may be required to unload the product from the delivery vehicle. Such services and fees associated with them are not provided by FLO Grills Austin. Such services are solely the responsibility of the customer.

All shipping dates are estimates. In stock orders generally ship within 1-14 business days of our acceptance of your order. Custom orders will take longer. All shipment dates are estimates only. Thank you for trusting FLO Grills Austin with your purchase. To ensure that your order is properly handled, your cooperation with the following terms and conditions is required. Shipping prices may increase for delivery to vacant establishments, large metropolitan areas, or extremely rural areas. FLO Grills Austin is not responsible for these additional charges, nor can we control a carrier's refusal to deliver a shipment due to roads that are impassible or difficult to navigate. If you leave the choice of carrier to us, we assume responsibility for loss or damage during shipment. Either way, title to the products passes to you when the shipment leaves our dock or the dock of the 3rd party who fulfills the order. Please open your order upon receipt and advise us immediately of any damages.

Failure to inspect the items before signing for the delivery makes the customer responsible to file any claims for damages with the freight company directly. FLO Grills and any distributor used on behalf of FLO Grills are held harmless for damages that have occurred while in transit unless the items are inspected and refused at time of delivery. Any concealed damages must be reported no later than 7 days after delivery and are to be reported to FLO Grills Austin. Photos of the damage must be sent to FLO Grills Austin via support@flogrillsaustin.com. FLO Grills Austin and any of its distributors will determine if the claim is to be filed by the customer or distributor. The customer will be compensated for the item and any shipping charges directly by the freight company. The customer may then reorder the item from FLO Grills Austin as a new order. FLO Grills Austin will do whatever we can to prevent this from happening but, if it happens we will assist you in recovering the items lost to the best of our capabilities.

 

Accepting Shipments

The freight company must wait for your signature or rejection of your order. It is much easier to refuse a damaged piece of your order and have the manufacturer send you a new one than to sign for the piece and go through a long quality assurance process and pay the freight fees for a return. You may reject one or all boxes of an order for any damages you find. Problems must be detailed on the rejected freight ticket in detail.

Before you sign for your order, please check, at a minimum, the following items:

  • Box damage: Rips, tears, dents, marks, or other visual damage may indicate damaged contents.
  • Completeness: Some accessories are packed inside the grill, but make sure you have the right number of boxes indicated on the packing slip.
  • Fuel source: Verify you received natural gas or propane fittings, according to the type of grill you ordered.

If you have any other concerns, please call customer service at (512) 258-4356 before you sign for your order. If you cannot reach a customer service specialist, reject the portion of the order causing you concern. We are committed to creating delighted customers. However, because our products are custom-made, we are unable to provide refunds. In the unfortunate event that you discover after signing for your order that something is missing, damaged, or replaced with an incorrect item, claims must be submitted via e-mail to support@flogrillsaustin.com no later than 5 days after you receive the order. Please include pictures of the damage. Once we have processed your claim, we will ship the new component to you based upon the manufacturer’s procedure for replacement. You will then have 7 days to return the damaged item with prepaid shipping, or you will be charged for the replacement.

 

Return Policy

Returns on merchandise that is not damaged but you decide not to keep can be returned within 3 days of delivery. All returned items are subject to a 15% re-stocking charge. The item must be in re-sellable condition. It must be shipped back in its original shipping packaging. The item can not have been used or installed. The cost of shipping the item back to us for refund is solely the responsibility of the customerThe customer is responsible for any damages that may occur during shipping the item back. We strongly recommend insuring your shipment back to FLO Grills Austin. All returns need to be approved by FLO Grills Austin prior to receipt. Any Violation of the above policy voids any guarantee for refund. If the items were sent to the customer as Free Shipping the customer is now responsible for reimbursing FLO Grills Austin the exact amount that it cost to ship the items to the customer.

 

Local Codes

It is the consumer's responsibility to research and know if the products sold on our web site can be used in your local area. We are not responsible for items that are purchased that cannot be used due to codes or restrictions. These items can be returned but would be subject to the return rules and regulations above.

 

Privacy Policy

Your privacy is important to us. To better protect your privacy the following notice explains the information we collect, how it is used, how it is safeguarded, and how to contact us if you have any concerns.

 

What Information Is Collected

As part of the order process, the following information is collected from shoppers:

  • Name
  • Shipping/Billing Address
  • Email address
  • Phone number
  • Credit/Debit Card Information

 

How That Information Is Used

This information is only used to fill orders, to contact buyers if they have questions, or to send an email with special offers.

 

Our Commitment To The Security of Your Data

All financial information is destroyed after each order is completed.

 

It is agreed that this contract shall be enforceable and interpreted in Williamson County, Texas under the laws of the State of Texas and each provision shall be severable.Meaning that any litigation related to this agreement between you and DOK, LLC shall only be brought in a court of competent jurisdiction in Williamson County, Texas. If any part of this agreement should be found unenforceable, the parties agree that all other portions remain valid and enforceable.

 

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