Shipping and Return Policies

Shipping Quote Calculation

We do our best to ensure that the shipping amount quoted is correctly calculated before you purchase; however, at times it may not be possible to do so accurately. We reserve the right to notify you after you’ve purchased an item of any additional shipping or handling charges necessary to deliver your order. Certain geographical areas such as islands (i.e., Martha’s Vineyard, Nantucket, San Juan Island, Cape Cod) other remote delivery areas such as mountainous locations may take longer to deliver and may be subject to additional delivery fees.

If notified of any additional charges, you also have the right to modify or cancel your order for a prompt and full refund.

Please call for additional information if your order requires shipping anywhere outside the continental United States and/or remote delivery areas.

Shipment Processing Times

Parcel Shipments (under 150 lbs):

Most IN STOCK items will ship within 1-2 business days (excluding weekends and holidays) from the date the order was placed.

Freight Shipments (over 150 lbs):

Most IN STOCK items will ship within 2-3 business days (excluding weekends and holidays) from the date the order was placed.
Once your freight has been shipped the carrier will contact you to set up a delivery date and time to your shipping address. Your item will not be delivered without an appointment. Please respond to any messages left by the carrier.
Someone must be present and available to sign for the shipment upon delivery.
Freight items are delivered curbside or in your driveway on a pallet. They are not delivered to your front door or inside your home.

Depending on where the product was purchased from you may receive an email alert advising you that the product has shipped. Carrier and tracking number are usually included to allow you to track your package.

Date of delivery may vary due to carrier shipping practices, delivery location, method of delivery, and the items ordered.

Note: There may be some shipping delays due to Covid-19 safety restrictions

Receiving Your Shipment:

We put substantial effort to prevent shipping damage however it does occur occasionally. If you receive a shipment with significant visible damage, DO NOT accept the delivery.

Common sense should be used when determining if damage is only cosmetic or severe.

We will accept damage claims only if they are communicated to us within 48 hours or receiving your product.

Parcel Shipments:

Inspect for shipping damage, and if found, contact us immediately at (833) 446-4461 ext 3 or info@iiokitchen.com.

You may be asked to provide clear pictures of the damage.

Freight Shipments:

The carrier will ask you to sign the Bill of Lading (BOL) which transfers ownership of the product to the you.

It is your responsibility to inspect shipments thoroughly upon receiving the product.
Carefully inspect the product packaging for damage
If minor damage is discovered, you MUST indicate (write) this on the BOL before signing the BOL. If you do not indicate the minor damage on the BOL, the delivery is deemed to be free from any issues. Ensure you receive a copy of the BOL that includes your comments.
If any damage is found DO NOT SIGN THE CARRIER’S BOL OR ACCEPT THE DELIVERY. Contact us immediately at (833) 446-4461 ext 2 or info@iiokitchen.com

RETURNS:

General Returns:

We want you to be happy. If for any reason you are not satisfied with your purchase and wish to return it for a refund, we accept returns up to 30 days after delivery (conditions apply).

To request a return contact us at (833) 446-4461 ext 3 or info@iiokitchen.com. One of our representatives will provide you with a Return Merchandise Authorization (RMA) number once the order details have been confirmed.

Parcel Shipment Returns:

We will cover you, penalty-free, within the first 48 hours of your receiving your order and we will pay for the return shipping.

Product returned within 48 hours must be received by us in new condition, packed in the original box with all foam panels including all parts, accessories, and hardware. Product cannot have been used and/or installed.

Once approved, the customer will receive a return shipping label. Customer is responsible for scheduling a pickup with the carrier or dropping your product at a local terminal.

You may still return the product up to 30 days after receiving it, however, you will be responsible for a 20% restocking fee and all return shipping costs.

Product returned within 30 days must be received by us in new condition, packed in the original box with all foam panels including all parts, accessories, and hardware.

Freight Shipment Returns:

We will cover you, penalty free, within the first 48 hours of your receiving your order, however, you are responsible for the return shipping costs and mandatory shipping insurance. The item must be picked up no later than 14 days after delivery, otherwise, you are deemed to have accepted the shipment.

You may also request a return within 30 days of receipt, however, you'll be responsible for a 20% restocking fee in addition to the return shipping costs and mandatory shipping insurance. The item must be picked up no later than 14 days after receiving the RMA number, otherwise, you are deemed to have accepted the shipment.

Product MUST be packaged in the original shipping box with all internal components (such as Styrofoam panels, manuals), including all parts, accessories, and hardware. Product cannot have been used and/or installed.

Once your return request is approved, we will advise the carrier to contact you to make the pickup arrangements. The return shipment will utilize the same method used on the original shipment. Please ensure you respond to carrier communication regarding the pickup of the product. If the carrier is unable to arrange for the pickup after 3 attempts, we will not accept the return.

The customer must make the product available for pick up in the original delivery location, safe and protected from the weather.

Once we receive and inspect the product you will be credited with a refund for the full cost of the item minus the return shipping cost (and restocking fee for items reported within the first 30 days).

Credit will be issued in the same manner as the original payment was made.

Damage/Misship/Defective Returns:

Product may be returned within the timelines specified below for the following reasons:

Damage – product has sustained shipping damage or internal damage.
Misship – Wrong product or quantity shipped to customer
Defective – product does not work as intended

Damage & Misship Returns:

You must contact us within 48 hours of receiving the product by phone (833) 446-4461 ext 3 or email info@iiokitchen.com. One of our representatives will provide you with a Return Merchandise Authorization (RMA) number once the order details have been confirmed.

You will be asked to send us clear pictures showing the damage or error via email and to provide the necessary documentation (i.e. order information and BOL).

Once reviewed and approved you will receive an RMA number and have the option to receive a replacement or full credit (conditions apply).

For parcel shipments we will send you a shipping label. You will be responsible for scheduling a pickup with the carrier or dropping your product at a local terminal.

For freight shipments we will advise the carrier to contact you to make the pickup arrangements. Please ensure you respond to carrier communication regarding the pickup of the product. If the carrier is unable to arrange for the pickup after 3 attempts, we will not accept the return.

Product MUST be packaged in the original shipping box with all internal components (such as Styrofoam panels and manuals), including all parts, accessories, and hardware. Product cannot have been used and/or installed.

The customer must make the product available for pick up in the original delivery location, safe and protected from the weather.

Once your damaged product has been received and inspected by iio Kitchen, we will send you the new replacement or issue credit for the product.

Defective Return:

If your item is not working as intended, please contact our Service department who will be able to guide you on the next steps. They can be reached at (833) 446-4461 ext 2 or email service@iiokitchen.com. If your item cannot be repaired under warranty it may be replaced or returned.

PARTS are not eligible for return. If you have an issue with a part we will do our best to help you. Please call us at (833) 446-4461 ext 3.