Online Orders: Shipping and Returns

General Shipping Information

When you purchase products directly from, you will be presented the option to purchase through an Authorized Napoleon Dealer through various delivery methods (Home Delivery or In-Store Pick Up). If online orders are not able to be fulfilled locally, Napoleon Direct will fulfill the order as identified in the checkout cart process.

If you have a question about our shipping policy or need help placing your order, please contact us at 1-855-346-2787.


Standard Online Orders on (Napoleon Direct & Dealer Fulfilled)

  • Processing:
    • Orders received by 2PM EST/EDT will be processed within 24 Hours.
    • Orders received after 4PM EST/EDT will be processed within 24-48 Hours.
    • Orders received over the weekend will be processed the following Monday.
  • Delivery Time: Up to 5-10 business days, from the time your order ships.
  • Delivery Method: We use a variety of Courier & Freight Shipping providers in order to serve our customers best.


See Shipping Charges in the table below:

Product or TypeFlat Rate
Gas Grills (Cart Models)$75
Charcoal Grills$25
Portable Grills$25
Electric Fireplaces$50
Accessories (Covers, Rotisserie Kits, BBQ Tool Sets, Service Kits)$15
Assemble and Deliver (available for Gas Grill Cart Model only)$125


Napoleon Direct* Scheduled Delivery Service:

Only applies to orders being fulfilled by Napoleon Direct fulfilment.

  • Available only on orders shipping within Canada or USA*
  • Most orders will be delivered within 5 -10 business days.
  • Delivery Tiers and Pricing:
    • Refer to Shipping Rates Table above – Curbside /Driveway Delivery, and or to Garage Door/Building.
    • Delivery & Assembly is Not Included unless purchased & ordered through our Dealer Fulfillment network.
    • Expedited shipping is not available.
  • Shipping company and or dealer will call to schedule delivery of your product(s).
    • A 4-hour window will be provided during your selected delivery day.
  • If your order arrives damaged or incomplete:
    • Napoleon Direct purchase please call Customer Experience at
    • Dealer Direct/In-Store Pick-up purchases please contact your fulfilling dealer. Dealer Fulfillment Information available in the email confirmation from your order. If you did not receive this email, please contact support at 1-855-346-2787


Napoleon Dealer Fulfilled Delivery Options:

  • Choose from up to three delivery options:
    • Free In-Store Pick Up
    • Ship To Door (Curbside /Driveway Delivery, and or to Garage Door/Building)
    • Assemble & Deliver (White Glove Delivery Service)*
  • A list of nearby participating Napoleon Authorized Dealers will appear according to your postal code/zip code & product(s) currently in the shopping cart.

    Choose your preferred dealer; it will become the pick-up location & best contact for your order.
    Note: It is possible that your nearest Napoleon dealer is not a participating dealer of this online purchase program.

  • If your preferred dealer has all the items you ordered, you will receive an email confirming the order. The dealer will contact you directly via email to arrange pick-up and or home delivery if purchased.

    Note: If certain items of your order are not immediately available or if your preferred dealership cannot fulfill your order, Napoleon Direct will be the only offered fulfilment method as displayed in the checkout process.


Order Tracking Notifications

Napoleon Direct

Order tracking is available for Napoleon Direct fulfilled orders. You will receive three (3) email updates automatically on the progress of your order:

  • Order Confirmed Email
  • Order Shipped Email
  • Order Out For Delivery Email

Dealer Fulfiled

Order tracking is available for Dealer Fulfilled orders. You will receive two (2) email updates automatically on the progress of your order:

  • Order Placed At Dealer Email
  • Order Arrived At Store Email



Provincial & Federal sales taxes may apply. All taxable provinces or states must calculate the applicable sales tax on the subtotal of items plus shipping. Taxes shown on the website are calculated at checkout. The amount charged to your credit card will also be shown on your invoice.


Return Policy

Items purchased on or through Napoleon Customer Experience that are unused and in their original packaging may be returned within 30 days of purchase, unless noted in our Return Policy Exceptions.

Upon receipt and inspection of the item(s) by Napoleon, refunds will be issued for the purchase price of the item(s) and any applicable sales tax in the original form of payment. Shipping charges for delivery and returns are non-refundable for orders.
Please contact Napoleon Customer Experience at 1-855-346-2787 to assist with your return.


Return Policy Exceptions

  • Shipping charges are non-refundable on any order
  • Return shipping is at the expense of the consumer.


Damaged, Defective or Missing Items

We stand by our products and want you to be happy with your purchase. If an order arrives and is damaged, defective or incomplete, contact Napoleon Customer Service at 1-855-346-2787.


Price Guarantee

If within 30 days of delivery or pick up of your purchase, you find the same brand and model currently advertised at at a lower price with identical terms and conditions, we will refund you the difference in the same tender with which you paid. Just bring us proof of the lower advertised price and give us a chance to verify it.



  • You must be able to receive parcel delivery at your residence, or your delivery may be denied.
  • Shipments are only available in Canada.
  • Items cannot be shipped to PO Boxes.
  • The total amount of time for order processing, shipping and delivery is dependent upon the following:
    • The availability of the product(s) you are ordering.
    • The day and time your order was received.
    • A successful payment authorization.
    • The carrier(s) delivering the order(s).