Shipping Policy

Effective Date: July 21, 2026

Thank you for shopping with Open Air Haven ("Open Air Haven," "Company," "we," "our," or "us"). This Shipping Policy outlines how we process, ship, and deliver orders placed through our website, including information about freight shipments, delivery procedures, inspections, and shipping-related issues.

By placing an order with Open Air Haven, you acknowledge and agree to the terms outlined in this Shipping Policy.

1. Shipping Locations

Open Air Haven currently ships to customers located within the contiguous United States.

At this time, we do not ship to Alaska, Hawaii, U.S. territories, APO/FPO addresses, P.O. Boxes, or international destinations unless specifically noted on the product listing or approved in writing before purchase.

Certain oversized or specialty products may have additional geographic shipping restrictions.

2. Shipping Methods

Because many of the products we sell—including outdoor kitchens, grills, pergolas, patio furniture, fire features, storage solutions, and other outdoor living products—are oversized or heavy, shipping methods vary by item.

Orders may be delivered through:

• UPS or FedEx Ground

• Regional parcel carriers

• Less-than-truckload (LTL) freight carriers

• Direct manufacturer shipping

• Supplier warehouse fulfillment

• Scheduled freight delivery

The shipping method selected depends on product size, supplier location, inventory availability, destination, and carrier availability.

3. Shipping Charges

Standard free shipping on all applicable orders.

Many items qualify for free shipping within the contiguous United States. Oversized products, remote delivery locations, lift gate service, or special freight requirements may require additional shipping charges.

Unless specifically stated otherwise, free shipping does not include services such as:

• White glove delivery

• Inside delivery

• Assembly

• Installation

• Expedited shipping

• Storage

• Removal of packaging materials

If additional shipping charges become necessary after your order is placed due to delivery location or carrier requirements, we will contact you before shipment so you may approve the charges or cancel the order.

4. Order Processing

Most orders are processed within 1–3 business days after payment has been successfully received.

Processing time may vary based on:

• Inventory availability

• Supplier lead times

• Manufacturer production schedules

• Fraud prevention verification

• Holidays

• Warehouse operations

Orders are processed Monday through Friday, excluding holidays.

Processing time is separate from shipping transit time.

5. Estimated Delivery Times

Delivery estimates vary by product and shipping method.

Typical transit times include:

• Parcel shipments: 3–10 business days

• Freight shipments: 5–15 business days

• Custom-built, made-to-order, or manufacturer-direct products: Delivery timelines vary by manufacturer.

Estimated delivery dates are provided as a courtesy and are not guaranteed.

Unexpected delays may occur due to weather, freight congestion, supplier delays, inventory shortages, labor disruptions, or other circumstances outside our control.

Open Air Haven is not responsible for delays caused by carriers, manufacturers, suppliers, or events beyond our reasonable control.

6. Freight Deliveries

Many large products ship by freight carrier.

Unless otherwise stated, freight shipments include curbside delivery only.

This means the carrier will typically deliver the shipment to the curb, driveway entrance, or closest accessible location.

Freight delivery generally does not include:

• Inside delivery

• Backyard placement

• Garage placement

• Assembly

• Installation

• Packaging removal

• Stair carries

• Placement beyond the carrier's standard delivery point

Customers are responsible for arranging assistance if additional labor or equipment is required.

7. Freight Delivery Appointments

Freight carriers typically contact customers to schedule a delivery appointment.

It is the customer's responsibility to respond promptly and ensure someone is available during the scheduled delivery window.

Missed appointments or refused deliveries may result in additional carrier charges including storage, re-delivery, or return freight fees, which are the customer's responsibility unless caused by our error.

8. Inspecting Your Delivery

Please inspect your shipment immediately upon arrival.

Before signing for a freight shipment:

• Examine all packaging for visible damage.

• Verify the correct number of packages were received.

• Note any damage or shortages on the delivery receipt.

• Photograph any damaged packaging before unpacking.

If visible damage exists, clearly write "DAMAGED" on the carrier's paperwork before signing.

If items are missing, write "MISSING ITEMS."

Failure to properly document damage may limit our ability to assist with freight claims.

9. Damaged Shipments

If your order arrives damaged, notify us within 48 hours of delivery.

Please include:

• Order number

• Description of the damage

• Photos of the damaged product

• Photos of the packaging

• Photos of the shipping label

• Delivery receipt showing any damage notation (if applicable)

Please retain all original packaging until the claim has been resolved.

Depending on the circumstances, we may arrange replacement parts, repair, product replacement, or another appropriate solution.

10. Concealed Damage

If damage is discovered after unpacking that was not visible during delivery, please contact us within 48 hours.

Include photographs of the product, packaging, shipping label, and a description of the issue.

Claims reported after this period may not qualify for carrier reimbursement.

11. Lost Shipments

If tracking appears stalled or your shipment seems lost, please contact our customer support team.

If tracking indicates a package has been delivered but cannot be located, please first check:

• Around your property

• With neighbors

• Apartment or office management

• Anyone who may have accepted the delivery

If the shipment still cannot be located, contact us and we will assist with the carrier investigation.

12. Missing Parts or Components

If your shipment arrives missing hardware, accessories, boxes, or components, notify us within 48 hours.

Please provide:

• Your order number

• Photos of everything received

• Packaging photos

• Description of the missing items

We will work with the manufacturer or supplier to resolve the issue as quickly as possible.

13. Shipping Address Accuracy

Customers are responsible for providing accurate shipping information.

Open Air Haven is not responsible for delays, returned shipments, storage fees, or additional shipping costs resulting from incorrect or incomplete addresses.

If an address needs to be updated, contact us immediately. Once an order has entered fulfillment, changes may no longer be possible.

14. Delivery Access

Please notify us before shipment if your delivery location has limited access, including:

• Gated communities

• Narrow roads

• Gravel driveways

• Steep grades

• Low tree clearance

• Rural locations

• Construction zones

• Apartment complexes

• Commercial properties

Additional carrier fees may apply for specialty deliveries.

15. Back orders & Preorders

Some products may be temporarily back ordered, custom-built, or available for preorder.

If delays occur, we will notify you using the contact information provided with your order.

Estimated availability dates are subject to change based on manufacturer production and freight schedules.

16. Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Orders that have already entered production, fulfillment, or shipment may no longer be eligible for cancellation.

Applicable supplier cancellation or restocking fees may apply.

Please review our Return & Refund Policy for complete details.

17. Refused Shipments

Please do not refuse delivery unless instructed by Open Air Haven.

Unauthorized refusals may result in return freight charges, storage fees, restocking fees, and additional carrier costs.

If your shipment arrives damaged, follow the inspection procedures outlined above and contact us immediately.

18. Installation & Assembly

Unless specifically stated on the product page, shipping does not include:

• Installation

• Assembly

• Utility connections

• Gas or electrical work

• Site preparation

• Anchoring

• Permit acquisition

• Removal of existing products

Customers are responsible for arranging any necessary professional installation.

19. Returns & Refunds

Shipping-related returns and cancellations are governed by our Return & Refund Policy.

Please review that policy for information regarding return eligibility, restocking fees, return shipping costs, refund processing, and non-returnable merchandise.

20. Contact Us

If you have questions regarding shipping, freight delivery, tracking, or damage claims, please contact us.

Open Air Haven

Website: www.openairhaven.com

Email: support@openairhaven.com

Business Address: 

Registered Agents Inc.

116 Agnes Road Suite 200

Knoxville, TN 37919

21. Policy Updates

Open Air Haven reserves the right to revise or update this Shipping Policy at any time.

Changes become effective immediately upon posting unless otherwise stated.

Your continued use of our website or purchase of our products after any updates constitutes acceptance of the revised Shipping Policy.

Thank you for shopping with Open Air Haven!

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