Shipping & Delivery

OUR SHIPPING POLICY IS AS FOLLOWS:

 

We Proudly Ship With:

Fast, Free Shipping On Orders Over $99 (Contiguous U.S.)

• We offer Free Standard Shipping on most orders to the lower 48 states (mainland U.S.)
• Transit times: should generally be expected within 2-12 business days of placing your order, depending on location and shipping carrier
  • FedEx/UPS Ground: should deliver within 2-5 business days
  • LTL Freight: should deliver within 4-12 business days

Shipping Methods:

• (For Smaller Lighter Items - Generally under 120lbs):
  • Many items will ship within 48 hours (if ordered by 12pm ET, Monday-Friday) in a carton box via FedEx or UPS Ground.
  • Delivery will be made to your door and typically will not require a signature.

• (For Larger Heavier Items):
  • Will ship within 2-3 business days via freight truck (large box truck). 
  • A phone number will be required for delivery scheduling.
  • Generally curbside delivery (at the end of your driveway). 

NOTE: Certain special or custom orders may take 3-6 weeks to deliver.

NOTE: Shipments to Alaska and Hawaii are sent by air or sea at an additional cost. Send your delivery address to sales@primepizzaovens.com for a shipping quote.

NOTE: During busy periods such as holidays, promotions, or unforeseen circumstances, orders may take additional time to ship and deliver. We do our best to deliver as fast as possible and we seek your understanding and patience during such events.

NOTE: 

**We reserve the right to determine the delivery method, carrier, and service level for each shipment when standard shipping is chosen. For freight shipments, standard shipping includes curbside delivery and liftgate services.

**Additional fees and special considerations may apply to certain delivery exceptions, such as remote or hard-to-reach areas, among others.

Shipments To International Countries:

Currently, we only ship to the United States and parts of Canada.

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Order Process:

 

(1) Once You Place Your Order:

You will receive an order confirmation email immediately, confirming that your order has been received in our system and your payment has been pre-authorized.

We will verify and confirm that your items are in stock and available for processing and shipping.

If your item(s) are available we will then fully process the transaction and submit the order for shipment.

(2) Tracking Information:

After your order has shipped we will send you tracking info/PRO number within 24-48 hours to the email address you provided at checkout.

You can track your order by entering your tracking number in Order Status or using the special website link provided if your order is delivered by freight.

If your order includes items from multiple manufacturers, you will receive separate tracking for each item.

If you do not receive tracking details from us after 6 days, follow up with us at support@primepizzaovens.com. Be sure to include your order number.

(3) Receiving Your Package:

If Your Items Ship With FedEx/UPS Ground: ⤵

1. FedEx and UPS do not typically ask for a signature and will simply leave the package in a suitable spot near your door.
2. Once delivered you must inspect the package as soon as you can for any possible damages. If you see any damage you must report it to us by sending us a message at support@primepizzaovens.com within 48 hours!

If Your Items Ship With a Freight Carrier: ⤵

• A phone number, which you will provide during checkout, is required to arrange a delivery appointment. When your shipment arrives at a nearby terminal, you will be contacted by the freight carrier to schedule said delivery appointment - your package will not deliver until you schedule one. Bear in mind that you will have to be physically present at the time of package arrival.
• Your shipment will most likely arrive in a medium to long box truck within the time window you selected during the appointment call.
• Arrange for helpers to assist with moving the heavy shipment to your desired location if you are unable to do so yourself.

Carefully follow these steps once your package arrives❗

STEP 1. Once the package arrives and is unloaded to the ground, don’t let the driver leave just yet! Take this moment to inspect the exterior and contents of the package for any damage and missing pieces.

STEP 2. Don't rush to sign the delivery receipt or POD (Proof of Delivery)! This document is crucial for noting any visible damage, no matter how minor.

Damage notations:

• • If there is minimal damage: Such as, small dents, torn wraps, and tears in the carton or packaging, as well as damage to the crate or pallet. For example, if the box has a hole in it—notate that, along with the word 'damaged,' BEFORE signing. (If you weren't able to get the chance to open the box and thoroughly check, write 'subject to concealed damage' THEN SIGN.)
    
  • If there is major damage: While it rarely happens, if your item is clearly badly damaged beyond acceptance, REFUSE the shipment! Note the damage on the POD along the words 'refused shipment,' then sign it. After reporting it to us, a new shipment will be sent out right away.

STEP 3. In either case of damage severity, take as many pictures of the damage as needed, including one where the shipping label of the package is clearly visible.

STEP 4. Report damages to us within 48 hours of delivery by sending an email with attached photos to returns@primepizzaovens.com so we can process an insurance claim on your behalf. Please keep all original packaging, including the shipping pallet, in case a return is necessary.

STEP 5. After accepting any shipment in satisfactory condition, even if you don’t plan to install or use the product(s) right away, you should still unpack the box to check for any hidden damage or missing pieces before it’s too late to report.

NOTE:

**Prime Pizza Ovens will not be held liable for any missed appointments. If you are not present at the time of your scheduled delivery, you will be responsible for any resulting fees, which may include missed delivery and/or storage fees, as these are outside our standard shipping boundaries. These fees will have to be paid in full before your order can be released for redelivery.

**If delivery isn't scheduled within 2 business days, the shipment will be automatically returned to us by the carrier. These returns are NOT eligible for a full refund, as they will be subject to our Standard Return Procedure. If the unit is returned to us, we will issue a refund to your payment method for the original order amount, minus any missed delivery, shipping, and/or storage fees.

For full details concerning damages please see further below.

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Mishaps:

 

Damages:

While most shipments arrive without issue, damages can sometimes occur. We sincerely apologize if this happens with your order.

If your item arrives damaged, you must report the issue in writing to support@primepizzaovens.com within 48 hours of delivery and note it on the delivery receipt. This applies to all shipments, whether sent via FedEx, UPS, or freight. You don't need to worry about shipping costs to return or replace an item in the case of damaged items.

Each individual manufacturer has a different return policy so it is imperative to contact us as soon as possible. Please review detailed instructions and individual manufacturer return policies on our Returns & Refunds Policy page.

Once the claim is fully processed, we will ship all replacements to you completely free of charge.

IMPORTANT:

**If you authorize the shipper to leave your delivery without a signature and inspection, Prime Pizza Ovens cannot be held liable for any damages as this is legally equivalent to accepting the delivery in good condition.

Missing Pieces:

While rare, if your order is missing any items or parts, you must notify us within 48 hours of delivery. If we are not notified within this timeframe, replacement pieces may not be provided.

Upon arrival when inspecting the shipment for damages, you must also check for any missing pieces. 

STEP 1. Ask the delivery driver for the relevant delivery document, whether it's the BOL or POD. The document will show the number of pieces in your shipment. If you notice a different count, make a note of it on the document.

Shortage notations:

• If part of the shipment is missing: Write down the number of pieces delivered on the POD and circle it. Then, write down the number of pieces missing and note them as 'missing.' Notify the driver, then sign the document.

STEP 2. Report missing pieces or items to us within 48 hours of delivery by sending an email with attached photos to returns@primepizzaovens.com so we can look further with the shipping carrier.

Defects:

Your purchase includes a manufacturer's warranty covering defects. Please refer to the manufacturer's warranty for details on filing a claim.

Lost Packages:

For parcel deliveries, such as FedEx or UPS, if there is a mismatch where your tracking number shows that your package has been delivered but you haven't actually received it, you must contact the shipping carrier directly for further assistance.

Backorders:

Sometimes, an item may run out of stock before we are able to catch it and update it on our website after you've placed your order. In such cases we will reach out to you by email right away to notify you of the backorder and what the expected time of arrival is. You will decide whether you'd like to keep the order, switch to a similar product, or cancel the order altogether.

If you choose to wait for your item, we will have to charge your card since we can only keep payment pre-authorizations in our system for up to 7 days. After 7 days the order will automatically be canceled.

**Expected time of arrival may change due to unforeseen circumstances that include but not limited to: inclement weather, busy holiday seasons, supply chain issues, transit schedules, etc.

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Have more questions about shipping and delivery? See our FAQs page here.