Are your products authentic and brand new?

Yes. All products sold through our store are brand new, authentic, and sourced through authorized supplier, distributor, or manufacturer relationships. We do not sell used, refurbished, or unauthorized products.

Do your products include the manufacturer warranty?

Yes. Eligible products include the manufacturer’s warranty according to the specific brand’s warranty terms. Warranty coverage varies by product and manufacturer, so we recommend reviewing the warranty details listed on the product page or contacting our support team before ordering.

How long does shipping usually take?

Shipping times vary depending on the brand, product type, warehouse location, and freight carrier availability. Most products will ship within 1 to 3 business days, with transit time around 2 to 7 days. while larger or specialty items may require additional handling time. Once your order ships, tracking information will be provided.

Do you ship large items by freight?

Yes. Many high-ticket products ship by freight carrier due to their size, weight, or packaging requirements. Freight deliveries are typically curbside unless otherwise stated. Customers are responsible for inspecting the shipment upon delivery and noting any visible damage with the carrier before accepting.

What should I do if my order arrives damaged?

If your order arrives damaged, take clear photos of the packaging and product immediately, note the damage with the delivery carrier if possible, and contact our support team right away. We will help coordinate the next steps with the supplier, manufacturer, or freight carrier.

Can I cancel my order after placing it?

Cancellation depends on the order status. If the order has not yet been processed, shipped, or submitted to the supplier for fulfillment, cancellation may be possible. Once an order has shipped or entered the fulfillment process, cancellation may no longer be available and the return policy may apply.

Cancellation Policy

At Resideterra, we are committed to providing a seamless shopping experience for customers purchasing high-end, brand-name indoor and outdoor living products online. We understand that circumstances can change, which is why we offer a flexible 24-hour order cancellation policy on eligible purchases.

Cancel Your Online Order Within 24 Hours

If you've placed an order through our online store and need to cancel, you may do so within 24 hours of purchase for a full refund — as long as the item has not entered production or shipment. This policy applies to most standard products sold through Resideterra.

How to Submit a Cancellation Request

To cancel your order, please send an email to sales@resideterra.com with the subject line:
“Order Cancellation Request – [Your Order Number]”

Your message must include:

Full name used at checkout
Order number
Contact email address

Cancellations requested after 24 hours are subject to approval and may not be guaranteed.

What Happens After 24 Hours?

After 24 hours, your order may already be in production, submitted to our brand partners, or in transit from the manufacturer. As an authorized dealer, we honor strict fulfillment agreements with our suppliers. This means that:

Cancellation requests after 24 hours are not guaranteed.
Ineligible cancellations may be subject to restocking fees or denied entirely.
Customers can refer to our full Returns & Refund Policy for more details.

Non-Cancellable Items

Please note that custom-made, built-to-order, and special-order products cannot be canceled once the order has been placed — even within the 24-hour window.

This includes (but is not limited to):

Custom outdoor kitchens
Personalized fire features
Built-to-spec grills and luxury appliances
Any items labeled as custom or made-to-order on the product page

Need Help Cancelling an Order?

Our customer service team is ready to help with your cancellation request or to answer any questions regarding your purchase.

Please contact us at sales@resideterra.com or reach out via our live chat support.

Summary of Resideterra’s 24-Hour Cancellation Policy

Full refund available if cancellation is requested within 24 hours.
No cancellations after 24 hours once order processing begins.
Custom and special-order items are final sale.
Email sales@resideterra.com with your request and order details.

Resideterra is a U.S.-based online store and authorized dealer of premium indoor and outdoor living brands, specializing in high-ticket products like grills, fire features, saunas, and luxury furniture. We value transparency and top-tier service for every customer.