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.

Warranty

Limited Warranty

Barbecue Grills

This Limited Warranty is extended to the original purchaser of a Cal Flame grill manufactured after January 1, 2021 and installed for residential use in the United States and Canada.

Direct any warranty issues with your grill via email to customerservice@calflamebbq.com or phone (800) 225-7727.

Warranty Coverage

Warranty Performance

In the event of a defect covered by this Limited Warranty, notify Cal Flame as soon as possible and use all reasonable means to protect the grill from further damage. Upon receipt of a valid form of proof of purchase, a designated service representative will correct the defect, subject to the terms and conditions contained in this Limited Warranty.

There will be no charge for parts. It is the responsibility of the grill owner to allow proper access to conduct repair/service. Freight charges, labor fees, diagnosis fees, and travel fees are not covered by this warranty.

In the event a replacement is offered, reasonable costs for removal of the original grill, shipping costs from the factory for the replacement grill, and delivery and installation of the replacement will be the responsibility of the grill owner. Any replacement parts and/or grill will carry the balance of the original grill warranty.

Genuine Parts Requirement

This Limited Warranty is void if Cal Flame or its designated representative determines that the grill has been subjected to damage or failure due to installation of aftermarket parts that are not genuine Cal Flame branded parts and accessories. This includes, but is not limited to, gas valves, gas nozzles, infrared burners, lights, and transformers.

Genuine Cal Flame brand parts and accessories are built to our highest standards of quality, durability, and performance, and they are designed to work with your grill to ensure optimal performance and function.

Warranty Limitations

This Limited Warranty is void if Cal Flame or its designated representative determines that the grill has been subjected to:

• Alteration, neglect, misuse, or abuse
• Freight damage caused by a common carrier
• Repairs or fuel conversions attempted by anyone other than a designated representative or experienced technician
• Failure caused by accident, acts of God, or other causes beyond the control of the manufacturer

Neglect, misuse, and abuse include any installation, operation, or maintenance of the grill other than in accordance with the instructions contained in the owner's manual provided with the grill. Corrosion, scratching, and discoloration due to improper use and care of this outdoor product is excluded from this warranty.

This warranty ends by any of the following: specified time frame listed above, owner transfer, relocation of the grill, commercial installation, or installation of any third-party components. Grill covers are not included in this warranty.

Prorated Warranty

Units within the warranty time frame determined by the Company to be non-repairable will be replaced on a prorated basis with the same or a comparable unit. The user will be charged one percent of the current retail cost for each full month of ownership from the date of purchase through the date failure is determined to be non-repairable. This charge will be waived during the first six months of ownership.

Example: Product failure is determined during seven months of ownership. Owner will be responsible to pay for 7% of the product's current cost.

Disclaimers

The manufacturer disclaims all warranties, expressed or implied, in fact or in law, to the extent allowed by your state's law, including the warranty of merchantability and fitness for use, except as stated specifically herein.

All warranty service must be performed by the manufacturer or its designated representative using authorized Cal Flame parts. No agent, dealer, distributor, service company, or other party is authorized to change, modify, or extend the terms of this limited warranty in any manner whatsoever.

The manufacturer will not be responsible for any statements or representations made in any form that go beyond, are broader than, or are inconsistent with any authorized literature or specifications furnished by Cal Flame.

The manufacturer and its representatives shall not be liable for any injury, loss, cost, or other damage, whether incidental or consequential, arising out of any defect covered in this limited warranty. This includes, without limitation, loss of use of the grill and cost for removal of defective product even if the manufacturer was advised of the possibility of damage. The liability of the manufacturer under this limited warranty, if any, shall not exceed the original amount paid for the defective product.

Legal Rights

This Limited Warranty gives you specific legal rights. You may also have other rights that vary from state to state. Some states do not allow limitations on how long an implied warranty lasts, so this limitation may not apply to you.

Warranty

Limited Warranty

All Cal Flame barbecue islands 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 barbecue island via email to customerservice@calflamebbq.com or phone (800) 225-7727.

Warranty Coverage

Manufacturer Warranty

The appliance warranty is extended through the manufacturer of the product. These items include, but are not limited to, refrigerators, umbrellas, accessories, stereos, speakers, televisions, and video players.

Many of these items are delivered with their own manufacturer's warranty. For more information, see their warranties in the owner's information package that was delivered with your barbecue island.

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

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 qualified to repair stone and tile or a service agent licensed to repair gas or electrical appliances.

In the event the consumer is unable to obtain satisfactory customer service from the selling dealer or service agent, written notification must be given to the LMS Customer Relations 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 instead. 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.

Warranty Limitations

This warranty is void if the barbecue island has been subject to negligence, alteration, misuse, repairs, dings, dents, scratches, or incorrect and/or prohibited applications as specified in the owner's manual.

Gas lines 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 limited warranty applies only to barbecue islands used for personal, family, and outdoor household purposes. This warranty does not apply to labor charges on barbecue islands, replacement parts, and hardware. This limitation is retroactive and applies to all barbecue islands manufactured from 2000 and hereafter.

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 salty and humid conditions (especially in beach or seaside communities)
• Damage caused by continued operation of the barbecue with either known or unknown problems
• Damage caused by direct sunlight
• Damage caused as a result of failure to follow the operating instructions as defined in the owner's manual
• Rental or commercial applications

Disclaimers

LMS shall not be liable for loss of use of the barbecue islands or other incidental or consequential costs, expenses, or damages, which may include, but are not limited to, removal of permanent deck or other custom fixtures or the necessity for crane removal. Any implied warranty shall have duration equal to the applicable warranty stated above.

Legal Remedies

This limited warranty gives you specific legal rights. You may have other rights which may vary from state to state.

Warranty

Limited Warranty

Entertainment Centers

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

Warranty Coverage

Manufacturer Warranty

The appliance warranty is extended through the manufacturer of the product. These items include, but are not limited to, refrigerators, umbrellas, accessories, stereos, speakers, televisions, and DVD players.

Many of these items are delivered with their own manufacturer's warranty. For more information, see their warranties in the owner's information package that was delivered with your entertainment center.

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

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 qualified to repair stone and tile or a service agent licensed to repair gas or electrical appliances.

In the event the consumer is unable to obtain satisfactory customer service from the selling dealer or service agent, written notification must be given to the LMS Customer Relations 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.

Warranty Limitations

This warranty is void if the entertainment center has been subject to negligence, alteration, misuse, repairs, dings, dents, scratches, or incorrect and/or prohibited applications as specified in the owner's manual.

Gas lines 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 limited warranty applies only to entertainment centers used for personal, family, and outdoor household purposes. This warranty does not apply to labor charges on entertainment centers, replacement parts, and hardware. This limitation is retroactive and applies to all entertainment centers manufactured from 2000 and hereafter.

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 salty and humid conditions (especially in beach or seaside communities)
• Damage caused by continued operation of the entertainment center with either known or unknown problems
• Damage caused by direct sunlight
• Damage caused as a result of failure to follow the operating instructions as defined in the owner's manual
• Rental or commercial applications

Disclaimers

LMS shall not be liable for loss of use of the entertainment centers or other incidental or consequential costs, expenses, or damages, which may include, but are not limited to, removal of permanent deck or other custom fixtures or the necessity for crane removal. Any implied warranty shall have duration equal to the applicable warranty stated above.

Legal Remedies

This limited warranty gives you specific legal rights. You may have other rights which may vary from state to state.