Online Orders: Shipping and Returns

General Shipping & Returns Information

When you purchase grill or electric fireplace products from Napoleon.com, you will be presented the option to purchase through an Authorized Napoleon Dealer with various delivery methods (Home Delivery or In-Store Pick Up). If online orders are not able to be fulfilled by a local retailer, Napoleon “Remote Area Fulfillment” will deliver 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 shop@napoleon.com or 1-855-346-2787.
Online Orders from Napoleon.com (Remote Area Fulfillment & Dealer Fulfilled)

Standard Dealer Delivery

Available only on orders shipping within USA*

• Processing:
  • Orders received by 3PM EST will be processed within 24 Hours.
  • Orders received after 3PM EST will be processed within 24-48 Hours.
  • Orders received over the weekends will be processed the following Monday.
  • Orders received on holidays will be processed the next available business day.
• Delivery Time: From 2-7 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.
• Delivery Tiers and Pricing:
  • Refer to Shipping Rates Table below – Curbside /Driveway Delivery
• Dealer will contact to schedule delivery of your grill.
  • A 4-hour window will be provided during your selected delivery day.
• If your order arrives damaged or incomplete:
  • 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 shop@napoleon.com

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 napoleon.com 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 Remote Area Fulfillment will be the only offered method as displayed in the checkout process.
• Order tracking: Is available for local Dealer Fulfilled orders. You will receive (2) email updates automatically on the progress of your order. Please contact your local fulfillment dealer for up-to-date shipping progress.

Standard Dealer Delivery Fees:

Standard Remote Area Fulfillment Delivery:

Only applies to orders being fulfilled by Napoleon.

Available only on orders shipping within USA*

• Processing:
  • Orders received by 3PM EST will be processed within 24 Hours.
  • Orders received after 3PM EST will be processed within 24-48 Hours.
  • Orders received over the weekends will be processed the following Monday.
  • Orders received on holidays will be processed the next available business day.
• Delivery Time: From 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.
• Delivery Tiers and Pricing:
  • Refer to Shipping Rates Table below – Curbside /Driveway Delivery
  • Expedited shipping is not available.
• Shipping company will contact to schedule delivery of your grill.
  • 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 1-855-346-2787

Order Tracking Notifications:

•  Order tracking is available for Napoleon fulfilled orders. You will receive (3) email updates automatically on the progress of your order.
  • Order Confirmed Email
  • Order Shipped Email
  • Order Out For Delivery Email

Taxes

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 web site are calculated at checkout. The amount charged to your credit card will also be shown on your invoice.

Return Policy

Items purchased on Napoleon.com 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 shop@napoleon.com or 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 1-866-820-8686 or shop@napoleon.com.

Price Guarantee

If within 14 days of delivery or pick up of your purchase, you find the same brand and model currently advertised at Napoleon.com 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.

Notes:

• You must be able to receive parcel delivery at your residence, or your delivery may be denied.
• Shipments are only available in United States.
• 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).