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FAQs

 

Have questions? We’ve got answers.

Below you’ll find the most common questions about our outdoor kitchen islands, ordering process, shipping, customization options, and more.

If you don’t see what you’re looking for, feel free to contact us at support@stonooutdoor.com — we’re here to help.

PRODUCT VIEWING & DEMOS

Where can I see your outdoor kitchen islands?
The best way to explore our kitchens is through a free live virtual demo. We’ll walk you through layouts, finishes, appliances, and answer your questions in real time.
Book a Live Demo: https://stonooutdoor.com/pages/live-demo

If you’re local to Charleston, SC, we also welcome showroom visits by appointment.
To schedule a visit, email Tyler DeCanto at tyler@stonooutdoor.com.

ORDERING & CUSTOMIZATION

How do I place an order?
You can order online by clicking “Add to Cart” and completing checkout, or call us at (888) 667‑9063 and we’ll help place your order over the phone.

Can I change my order after it's placed?
Changes can be made only before your order enters production or ships.
Custom products and outdoor kitchen islands cannot be changed once production begins.
Email us at support@stonooutdoor.com as soon as possible.

Will I receive an order confirmation?
Yes — a confirmation email is sent to the address you provide. Please double-check your email and save the confirmation for your records.

What happens if my order includes items with different lead times?
Items may ship separately. In-stock accessories and appliances often ship before the custom island to speed up delivery. You'll receive tracking for each shipment.

Can I use my own appliances with your kitchen islands?
Yes — we support third-party appliances. Just send us the cutout dimensions, and we’ll incorporate them into your custom design layout.

Can I modify the layout or size of my outdoor kitchen island?
Yes — we can help tailor your island to suit your needs. Contact support@stonooutdoor.com or book a design consultation to get started.

SHIPPING & DELIVERY

Do you offer free shipping?
Yes — orders of $1,699 or more ship free within the contiguous U.S.
Smaller items ship via USPS, UPS, or FedEx. Larger items ship via LTL freight with curbside delivery.
We reserve the right to cancel or adjust any order due to excessive or impractical shipping costs.

When will my order ship?

  • Outdoor kitchen islands are built to order and require 20–30 business days for production.

  • Orders placed Monday–Friday are typically processed the same day.

  • Weekend orders are processed on the next business day.
    You’ll receive a confirmation email when your order is placed, and tracking information once it ships.

Do you allow split shipments?
Yes — some orders may ship in multiple deliveries. Appliances and accessories typically ship first, followed by island components. You’ll receive tracking for each shipment.

How long does delivery take once it ships?
Most deliveries arrive within 5 business days after shipment. Transit time depends on your location, carrier availability, and delivery scheduling.

How will my delivery be made?
Larger items ship via third-party freight carriers. A valid phone number is required at checkout so the carrier can call you to schedule delivery.
All freight deliveries are curbside only — the driver will unload your shipment at the curb, driveway, or nearest accessible location. They will not deliver to backyards or indoors. Please have help ready to move items from the curb to your installation site.

What if my delivery location is hard to access?
Freight carriers may not deliver to locations with:

  • Narrow roads or sharp turns

  • Low-hanging branches or power lines

  • Weight-limited bridges

  • Gravel, steep, or unpaved driveways

If your site presents access challenges, contact us before delivery so we can coordinate with the carrier. We offer alternative options like terminal pickup or nearby drop-off at no charge. Deliveries requiring special equipment or alternate addresses may incur fees.

What happens if I miss or refuse delivery?
Missed, refused, or rescheduled deliveries may result in additional charges. In some cases, your order may be canceled and restocking fees may apply.

What should I do when my order arrives?
Inspect your shipment carefully before signing the delivery receipt.
Look for signs of visible damage such as:

  • Torn shrink wrap or packaging

  • Crushed boxes or corners

  • Broken pallets or missing straps

  • Signs of tampering or resealing

If damage is present:

  • Note it clearly on the delivery receipt, crossing out any inaccurate pre-filled comments

  • Take photos of the shipment and signed paperwork

  • Do not discard the pallet or packaging until the issue is resolved

What if damage is concealed?
If you discover damage after unpacking:

  • Take detailed photos

  • Save all original packaging

  • Contact us at support@stonooutdoor.com or (877) 800‑6238 within 48 hours of delivery

INSTALLATION & UTILITIES

Do you offer installation services?
We do not provide installation, but the island arrives mostly pre-assembled. We recommend using a licensed contractor for utility hookups like gas, water, or electrical.

How do I prepare the site?
You’ll need a flat, stable surface such as pavers, concrete, or compacted gravel. We’ll send site prep guidance after purchase.

RETURNS & CANCELLATIONS

What is your return policy?
Returns are accepted within 30 days of delivery for unused, unassembled items in original packaging.
View full policy: https://stonooutdoor.com/pages/refund-policy

Can I cancel my order?
We cannot guarantee cancellations once production begins.
Custom products and outdoor kitchen islands are final once materials are ordered and production starts.

WARRANTY & CARE

What warranty do you offer?
Your purchase includes:

CARE & MAINTENANCE

How do I care for my outdoor kitchen?

  • Clean surfaces with mild soap and water as needed

  • Avoid harsh chemicals or abrasive cleaners

  • Follow the appliance manufacturer’s instructions for cleaning

  • Use a cover during long periods of non-use for added protection

If you have a care question about a specific finish or appliance, we’re happy to help.

PAYMENTS & FINANCING

What payment methods do you accept?
We accept all major credit/debit cards, Apple Pay, Google Pay, Meta Pay, and Shop Pay.

Do you offer financing?
Yes — we offer monthly financing through Affirm. Select Affirm at checkout to explore flexible payment options. 0% APR may be available for qualified buyers.

CUSTOMER SUPPORT

How can I contact your team with questions?
We’re here to help before, during, and after your purchase.

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