Monument Grills Eminence 425 | Iconic Fortified Propane Gas Grill

OUR SHIPPING POLICY IS AS FOLLOWS:

We Proudly Ship With:

Fast, Free Shipping On Orders Over $199 (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.

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 24 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 or missing pieces, and verify the number of cartons received.

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, and the returned shipment is received, 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 24 hours of delivery by sending an email with your order number and 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.

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 24 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 24 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 24 hours of delivery by sending an email with your order number and attached photos to returns@primepizzaovens.com so we can investigate 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.

30-Day Guarantee: Standard Return Procedure

If you're not satisfied with your items, you can request a return within 30 days after delivery for a refund minus shipping costs. The item(s) must be in their original unused condition (meaning all original packaging, assembly instructions, manuals, tags, and labels). It must not be installed or assembled. Items that have been used or modified in any way may not qualify for returns. 

Items returned without first requesting a return will not be accepted, as all returns require an authorized return number (RMA) for processing.

The following items may not be returned:

• Any items shipped to Canada
• Products eligible for parts under manufacturer warranty
• Items that have been used or modified in any way
• Items missing their original packaging (including shipping pallet/crate, if applicable)
• Items that are soon to be discontinued or on clearance
• Made-to-order items (see the product page to check the item's eligibility for return)
• Items from brands that do not allow returns. The following brands do not accept returns: -, -, -,

Custom Orders:

Any orders that are custom made are not eligible for returns. We strongly recommend that you consult with your contractor beforehand to ensure what you are ordering is the correct item for your build. 

DISCLAIMER ⚠

Refund request and processing times vary by brand. Additionally, some brands have different time windows for returns after delivery is completed.

- Fire One Up (PINNACOLO): Returns can be made within 10 days of receipt. There will be a 20% Restocking fee on all returns.

Cancelling an Order:

(Before it ships):

If you’ve recently placed an order and it hasn’t shipped yet, you must notify us promptly at support@primepizzaovens.com to request a cancellation, free of charge.

Unshipped orders after 48 hours may be subject to a restocking fee.

Refunds will be issued to the original payment method used at checkout.

(Once it has shipped):

If your order has already shipped, the standard return procedure will apply. Refunds will be issued to the original payment method that you used when checking out. Shipping and restocking fees are non refundable.

To request a cancellation, please email support@primepizzaovens.com

(For Pre-Ordered & Backordered Items):

You may cancel your order at any time until new inventory arrives at the warehouse. However, once your order enters the shipping queue, any cancellation will be subject to our standard return procedure.

Returns Process:

(1) Requesting a Return:

To return an item, write to us at returns@primepizzaovens.com. We will send you a prepaid shipping label and further instructions on how to send your item(s) back.

(2) After Request Submission:

We will notify you via email once we have received and inspected the item(s). If your return is approved, a refund (if applicable) will be issued to your original payment method (using the same credit or debit card). Please allow 7 business days for your bank or credit card company to process and post the refund.

NOTE: For freight shipments, please do not miss your delivery appointment. Missed appointments are not eligible for free returns. If you miss your appointment, the standard return policy will apply. Refunds will be issued to the original payment method used at checkout, minus inbound and outbound shipping costs, as well as any associated fees (such as missed delivery, storage, or restocking fees).

Mishaps:

Damaged or Missing Parts:

Once you receive your order during delivery, you must visually inspect it for any damage or missing parts immediately.

In the rare event that your order arrives damaged, you may return it for a replacement or a full refund, provided that you note the damage on the freight delivery document and have it signed.

You must report the issue to us within 24 hours by emailing support@primepizzaovens.com with your order number and attached photos. After 24 hours, we cannot file a claim with the shipper on your behalf.

If your order is missing any items or parts, you must notify us within 24 hours of delivery by sending an email with your order number and attached photos to returns@primepizzaovens.com so we can look further with the shipping carrier. If we are not notified within this timeframe, replacement pieces may not be provided.

NOTE: You won't need to worry about return shipping costs for these matters.

See our Shipping&Delivery page for complete details concerning damages.

Prime Pizza Ovens wants to offer you the best possible pricing for your items while respecting our agreements with manufacturers. Time is money, and it shouldn’t be spent endlessly scouring the internet for a better deal. However, if you happen to find a lower price for the same item on another online retailer’s website within six months of your purchase date, please let us know and we will refund the difference from your original payment.

Additionally, if you find that our own website lists a lower price for the same item you ordered within six months of your purchase date, we will also refund the difference. We want you to feel confident that you are receiving the absolute best prices for the products you purchase from us. We look forward to doing business with you.

To request your partial refund, simply email us a link to the exact item on our store or on a competitor’s website within six months of your order date, and we will process the credit accordingly.

Bear in mind that our 100% Price Match policy has these restrictions in place:

• You must purchase the item from our website before requesting your price match
• Promos such as rebates and buy one, get one free offers are not eligible
• The item must be in stock on the competitor's website
• The competitor must be an online store, they may not have a retail location
• The website cannot be a discounter or auction website such as eBay, overstock, etc.
• The competitor must be an authorized retailer of the product in question
• The Price Matching includes the item price and the shipping charges, it excludes sales tax

Send your request to support@primepizzaovens.com