Shipping

Cal Flame is committed to providing the best shipping experience for every customer. Every order is handled with exceptional care, expertly packaged, and entrusted to reliable carriers who understand the importance of transporting premium outdoor products. We take pride in preparing each shipment to meet the highest standards of protection and presentation. Whether you’re ordering a grill, an outdoor kitchen component, or accessories for your backyard, our team works to ensure your items are secured and ready for a smooth journey to your home.

Our logistics team works behind the scenes to coordinate every step of the shipping process with precision and expertise. From the moment your order enters our system, we follow strict internal procedures designed to maintain clarity, accuracy, and reliability. Each product is inspected, verified, and prepared using established quality protocols that help safeguard it during transit. By overseeing every stage—from processing to packaging to final handoff—we help ensure your shipment receives the professional attention it deserves.

We prioritize fast order handling and efficient shipping workflows tailored to minimize delays and keep your products moving without unnecessary interruptions. Our team continuously evaluates and refines our practices to ensure we deliver the best possible customer experience. Through partnerships with trusted carriers and ongoing improvements to our operational processes, we work to provide a shipping system that is dependable, streamlined, and aligned with the expectations of premium outdoor living customers.

Clear communication and meticulous attention to detail are central to our shipping philosophy. We strive to provide consistent updates and helpful guidance so you feel informed and confident throughout the process. From order confirmation to the moment your items are on their way, we make reliability and transparency priorities. You can trust that your Cal Flame products are being handled with care, monitored closely, and prepared for a secure arrival, giving you peace of mind from start to finish.

Customer Service

At Cal Flame, delivering the best customer experience is one of our highest priorities. Our team is dedicated to supporting you through every stage of product ownership, from initial questions to long-term care. Whether you need guidance on choosing the right grill, assistance with outdoor kitchen configurations, or answers about replacement parts, we are here to help. We understand that premium outdoor products deserve premium support, and we are committed to ensuring that you feel confident, informed, and valued throughout your entire experience with us.

Our customer service specialists and Sales Team are trained to provide clear, helpful, and accurate information tailored to your specific needs. We take the time to understand your situation and provide solutions that align with your product and setup. From troubleshooting to warranty questions to product recommendations, our goal is to offer practical support delivered with professionalism and attention to detail. With Cal Flame, you can trust that you have a dedicated partner ready to assist you whenever you need us.

We make it easy for you to get in touch with our team. If you need assistance, you can reach us directly at 1-800-225-7727 or email us at customerservice@calflamebbq.com. Every message and call is handled with care, and we work diligently to provide timely, reliable responses. Our communication standards are designed to reflect the best service level in the industry, ensuring that your questions are answered clearly and your concerns are addressed thoroughly.

At Cal Flame, we are dedicated to building long-lasting relationships with our customers. Your satisfaction, trust, and peace of mind are at the center of our service philosophy. Whether you're maintaining your grill, upgrading your outdoor kitchen, or seeking expert guidance, our team is committed to supporting you with consistent professionalism and genuine care. With Cal Flame, you can feel confident knowing you have access to dependable assistance and the best customer support experience in the outdoor living industry.

Warranty

Cal Flame is committed to providing the best shipping experience for every customer. Every order is handled with exceptional care, expertly packaged, and entrusted to reliable carriers who understand the importance of transporting premium outdoor products. We take pride in preparing each shipment to meet the highest standards of protection and presentation. Whether you’re ordering a grill, an outdoor kitchen component, or accessories for your backyard, our team works to ensure your items are secured and ready for a smooth journey from our facility to your home.

Warranty

All Cal Flame models are manufactured with the highest quality appliances and are warranted to be free from defects in material and workmanship at time of delivery.

Direct any warranty issues with your grill via email to warranty@calflamebbq.com.

Cal Flame products are warranted against corrosion and defects in material and workmanship for a period of one year from the original date of delivery, with the exception of plastic items, which are warranted for 90 days.

Extent of Warranty

This limited warranty is only valid on Cal Flame models delivered in the United States or Canada and extends through the selling dealer to the original purchaser at the original site of installation. This warranty becomes void upon owner transfer or relocation.

Warranty Performance

In the event of a malfunction or defect covered under the terms of this warranty, contact either the selling dealer or a local contractor or service technician. Depending on your needs, this may be a contractor for gas or electrical appliances.

In the event the consumer is unable to obtain satisfactory customer service, notice must be given to the LMS Customer Service Department within 30 days of the reported failure.

There will be no charge for parts on a covered item. Cost of labor is the responsibility of the owner. Shipping and handling charges will apply to all warranted replacement parts. The service agent may assess a reasonable travel or mileage charge per service call.

If LMS determines that repair of a covered item is not feasible, LMS reserves the right to replace the defective merchandise with merchandise equal in value to the original purchase price. Warranty repair and/or replacement are at the sole discretion of LMS and this warranty does not cover costs therein, including but not limited to: freight, removal, re-installation, etc.

This warranty is non-transferable and may not be extended beyond the above mentioned time frames under any circumstances by any of LMS's representatives.

Warranty Limitations and Exclusions

Grate and log set are not covered by this warranty.

This warranty does not cover damage resulting from alteration, misuse, repairs, dings, dents, scratches, or incorrect and/or improper installation. Gas installations must be installed by a licensed plumber only or local gas company agent. Incorrect electrical installation by unlicensed electricians, service by non-LMS authorized representatives, acts of God, and other cases beyond the control of LMS are not covered by this warranty.

This warranty applies to hardware used for personal, family, and outdoor household purposes. This warranty does not apply to labor charges, replacement parts, and hardware used in commercial applications.

Examples of common acts invalidating this warranty include but are not limited to:

• Scratches caused by normal use
• Damage caused by extreme weather conditions (hot, cold, etc.)
• Damage caused by dirt, sand, and/or water damage
• Damage caused by known or unknown pre-existing problems
• Damage caused by direct sunlight
• Damage caused as a result of failure to follow operating instructions
• Use in commercial applications

Disclaimers

LMS is not responsible for hardware or other incidental or consequential costs, expenses, or damages, which may include, but are not limited to, removal of permanent deck installations. Any implied warranty shall have duration equal to the applicable warranty stated above.

Natural Stone: Rock, travertine, marble, etc. may be characterized by natural variations and imperfections. These are normal imperfections and are not considered defects.

Legal Remedies

This warranty gives you specific legal rights, and you may also have other rights which may vary from state to state.