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Shipping Policy

Effective Date: March 14th, 2025

1. Introduction

This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from Oven Elite HQ.

2. Shipping Destinations

  • Countries We Ship To:
    • United States (lower 48 and DC only)
  • Future Expansion:
    • We are continually working to expand our shipping destinations. Please check back regularly for updates.

3. Shipping Costs

  • Domestic Shipping
    • Curbside Shipping - FREE
    • Threshold Shipping - $100 - $250
    • White Glove Shipping - $200 - $500

In the event we offer international shipping, such orders may be subject to
customs fees, import duties, taxes, or other charges imposed by
local governments. These charges are the customer's responsibility.

**Threshold and White Glove rates vary depending on the product and brand

*If the shipping carrier deems your address undeliverable, you may incur additional charges for alternative delivery methods.

4. Order Processing Time

  • Processing Time
    • Fulfilled orders are processed within 1-3 business days (Monday to Friday, excluding holidays).
  • Order Cut-Off Time
    • Orders placed BEFORE 5:00 PM EST will begin processing the same day.
    • Orders placed AFTER 5:00 PM EST will begin processing the next business day.
  • Weekend and Holiday Orders:
    • Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Times by Brand

  • Empava
    • Range Hoods: 5-7 Business Days
    • Wall ovens, pizza ovens, ranges, wine coolers: 7-14 business days
  • Fotile: 5-10 Business Days
  • Futuro Futuro: 5-10 Business Days
  • Hauslane: 2-5 Business Days
  • Victory Range Hoods: 5-7 Business Days
  • Kingsbottle: 10-17 Business Days

Delivery times are estimates and may vary due to factors beyond our control,
such as weather conditions, customs delays, carrier issues, or acts of God.

6. Shipping Methods, Tracking, and Insurance

  • Shipping Methods
    • Curbside Delivery
    • Threshold Delivery (first dry area)
    • White Glove Delivery (room of choice, packaging removed, max. two flights of stairs)

*Threshold and white glove delivery are not available for all products

*we do not ship to PO boxes

  • Tracking
    • All orders include tracking information, which will be provided via email once your order has shipped.
  • Insurance
    • Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

7. Order tracking

  • Tracking Information:
    • After your order has been shipped, you will receive an email containing:
      • Tracking Number
      • Carrier Name
      • Link to Track Your Package
  • How to Track Your Order:
    • Visit the carrier's website.
    • Enter your tracking number to view the status and estimated delivery date.
  • Assistance: 
    • If you have questions or need assistance with tracking, please contact our Customer Service.

8. Delivery Issues

8.1 Delayed or Lost Packages

  • Delayed Delivery:
  • Lost Packages:
    • If your tracking information indicates that your package was delivered, but you have not received it:
      • Verify the shipping address provided.
      • Check with neighbors or building management.
      • Contact us for further assistance.

8.2 Damaged Packages

  • Reporting Damage
    • If the box has visible damage: take photos, refuse the package, and note the damage on the Bill of Lading or Freight Bill. Then, email support@ovenelitehq.com with the pictures.
    • If the box is fine but the product is damaged: If there is damage, take photos and contact us within 24 hours. Damages reported after 24 hours will not be eligible for resolution.
  • Resolution
    • We will work with you to arrange a replacement or refund as appropriate.

9. Missing Items

  • If any items are missing from your order:
    • Contact us within 24 hours of receiving your package.
    • Provide your order number and details of the missing item(s).
  • Resolution
    • We will promptly investigate and resolve the issue by sending the missing item(s) or offering a refund.

10. Return and Refund Policy

  • Returns:
    • Returns are accepted within 30 days of receiving your order.
  • Conditions for Returns:
    • Items must be unused, undamaged, and in their original packaging.
    • Certain items (e.g., personalized/custom or perishable goods) are not eligible for returns.
  • Return Shipping Costs:
    • Customer Responsibility: Return shipping costs are the customer's responsibility unless the item is defective or not as described.
    • Company Responsibility: If the return is due to our error, we will cover the return shipping costs.
  • Refunds:
    • Refunds are processed within 3-5 Business Days after receiving the returned item.
    • Refunds will be issued using the original payment method.
  • For More Information:

11. Incorrect Address

  • Address Accuracy
    • Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.
  • Returned Packages
    • If a package is returned to us due to an incorrect address:
      • We will contact you to arrange a reshipment.
      • Additional shipping charges may apply.

12. International Customs and Duties

  • Customs Clearance
    • International shipments may require customs clearance, which can cause delays beyond our original delivery estimates.
  • Taxes and Duties
    • Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the customer’s responsibility.
  • Customs Policies
    • Customs policies vary widely by country. Please contact your local customs office for more information.

13. Contact Information

If you have any questions or concerns regarding your shipment, you can contact us:

Our customer service team is available from 9:00 AM - 5:00 PM EST, Monday - Friday, excluding holidays

14. Changes to This Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.

Thank you for shopping with Oven Elite HQ!

We appreciate your business and are committed to providing you with exceptional service.