How Ordering Works

Most of what we sell is heavy, built to order and shipped on a freight truck. That is different from ordering a box off a big website. Here is exactly what happens when you order from Liv Outdoors, so there are no surprises.

Stocked vs special order

We stock some items at our Holland showroom: accessories, covers, some grills, gift items. Everything else is special order. A special-order item is built or pulled for you by the manufacturer after you pay. Most built-in grills, outdoor kitchen components, pergola heaters and fire tables fall in this group.

  • Stocked: Ships or is ready for pickup quickly. Returnable in unused, resalable condition.
  • Special order: Built or allocated to your order. Final sale. No returns, no cancellations once the factory has it.

If you are not sure which group your item is in, ask before you pay. We will tell you.

Coyote ships direct

Coyote is our primary grill line and Coyote orders ship directly from the Coyote warehouse to you. That means less handling and less time on a truck. It also means the freight carrier contacts you to schedule, not us, so watch for their call or email. We stay in the loop and can help if scheduling stalls.

Other brands ship from the manufacturer or a regional distributor, either to you or to our shop depending on what you ordered and whether we are installing.

Delivery options

  • Michigan delivery: Freight delivery anywhere in Michigan. Most large items arrive curbside on a pallet: the driver drops it at the end of your driveway. Getting it to the patio is on you unless you add installation or white-glove placement.
  • Holland pickup: Pick up at our showroom in Holland, MI. Good for accessories and smaller items, and for customers nearby who want to avoid freight. Bring a vehicle that can take a crated grill; a 36" built-in on a pallet does not fit in a sedan.
  • Installed: We deliver, place and hook up within about 50 miles of Holland. See installation below.

What happens after you order

  1. Order confirmation. You get an email with what you bought. Check the model, size and fuel type. If anything is wrong, call that day. Once a special order is placed with the factory, it cannot be changed.
  2. Lead time confirmed. Factory lead times change through the season. We confirm the current lead time with the manufacturer and tell you. For large special orders, we confirm the lead time before you pay if you ask. We do not guess.
  3. In production or allocated. The factory builds or pulls your order. We check in on anything that goes past the confirmed lead time.
  4. Shipping. You get tracking or a carrier name. For freight, the carrier calls to schedule a delivery window. Someone over 18 needs to be there.
  5. Delivery. Curbside, or placed and installed if you booked that with us.

Inspect on delivery

This is the most important step. Freight gets dropped, forked and stacked. Before the driver leaves:

  • Count the pieces against the bill of lading.
  • Look at every side of the crate or box. Note any crushed corners, holes, tears or tipped-pallet marks on the delivery receipt before you sign.
  • If you can, open it and look at the product while the driver is there.
  • Take photos of the packaging and anything that looks wrong.
  • If it is clearly destroyed, refuse the delivery and call us.

Freight damage claims are filed against the carrier, and the carrier only honors them when the damage is noted at delivery. A clean signature means you accepted it in good condition. If you sign clean and find a dent later, the claim is much harder and may be denied. Concealed damage found after a clean signature must be reported to us right away, with photos, and we will do what we can with the carrier and the manufacturer.

Installation

We install what we sell within about 50 miles of Holland, MI. Installation is quoted separately, because every job is different: a drop-in grill into an existing island is one thing, a full outdoor kitchen with gas, electrical and a new island is another. Ask for an install quote when you order, or after, and we will walk the site or work from your photos and plans. Gas line and electrical work is done by licensed trades we coordinate with.

Returns

  • Stocked items can be returned unused and in original packaging. Contact us first.
  • Special-order items are final sale. This includes most grills, kitchen components, heaters and fire tables.
  • A product that arrives damaged or defective is handled as a freight claim or a manufacturer warranty issue, not a return. We help with both.
  • A product that arrives in the wrong fuel or size because the order was placed that way is not returnable. Please check your confirmation.

Warranty

Manufacturer warranties apply to everything we sell. Terms vary by brand and by component, and they are listed on each product page or in the manufacturer's documentation. Register your product with the manufacturer after delivery. We can help with warranty claims on anything we sold or installed.

Questions before you buy

Ask us about fuel type, cutout dimensions, insulated jackets, lead time and delivery before you check out. One phone call avoids a final-sale mistake.

Talk to us

Call (616) 610-4235 or request a quote. Showroom in Holland, MI. Michigan delivery, Holland pickup, and installation within about 50 miles. Start at the shop or browse grills.