Frequently Asked Questions

Every piece is built to order. Production takes 2–4 weeks for complete units (1–3 weeks for individual components), followed by 1–2 weeks of freight transit: approximately 3–6 weeks from order to delivery.

Hand-hammered copper and custom colours take longer than standard finishes. Your order confirmation includes the production window for your specific piece, and we email you the moment it ships.

Orders of $299 or more ship complimentary and fully insured to the continental United States, including full freight delivery on our largest pieces. Orders under $299 ship for a flat $75. Alaska, Hawaii and offshore addresses are quoted individually; contact us before ordering.

Large pieces ship crated by LTL freight. The carrier calls you to schedule an appointment, and delivery is curbside on a lift gate. Someone 18 or older must be present to sign. Moving the piece into its final position is not included, so we recommend arranging a local installer or movers in advance.

Inspect before you sign. If you see visible damage, note it on the delivery receipt before signing, or refuse the delivery, and photograph it. Report concealed damage, shortages or a wrong item within 5 business days of delivery with photos and your order number. These are resolved at no cost to you.

Yes. At checkout you can choose Shop Pay Installments and spread the cost into monthly payments, subject to approval. Your monthly estimate appears on every product page. We also accept Visa, Mastercard, American Express, Discover, Apple Pay, Google Pay and Shop Pay.

Yes. Each fire feature is built for the fuel you select at checkout, and the fuel type is locked in once production starts. Confirm whether your property has natural gas or propane before you order.

Match Lit needs no electricity: you light it with a key valve and a long lighter. Plug & Play plugs into a GFCI-protected outdoor outlet and lights from a switch or timer. Low Voltage is hardwired by a licensed electrician and can run from a pool controller or home automation. Both electronic systems shut off the gas and relight if wind blows the flame out. Every fire feature page has a short video that explains all three.

Many do. Gas, electrical and plumbing connections must be made by appropriately licensed professionals, following the manufacturer's instructions and your local codes. Share the product page with your installer before you order so they can quote the connection.

Yes. Email support@nuvo-living.com with the product you're considering, and we'll send the manufacturer's specifications and clearance requirements.

Nuvō Living is an authorized dealer for The Outdoor Plus and Videl Grills. We don't warehouse inventory: every piece is built to order by the manufacturer in the United States and ships directly from their facility to you.

Within 48 hours, yes: free, for any reason, with a full refund. We hold every made-to-order piece for a full 48 hours before releasing it to the manufacturer, so this window is real.

After 48 hours, no. Your order has been released to production and is being built to a specification that cannot be resold. To cancel, email support@nuvo-living.com with your order number; email gives you a timestamp.

No. Made-to-order pieces are final sale and cannot be returned or exchanged for change of mind. This doesn't limit your rights if something goes wrong on our end: if a piece arrives damaged, defective or not what you ordered, report it within 48 hours of delivery and we resolve it at no cost to you.

Every piece carries the manufacturer's warranty. Coverage varies by product and is listed on each product page. As an authorized dealer, we submit and manage every claim with the manufacturer on your behalf. Read the full warranty terms.

Approved refunds are issued to the original payment method within 5–7 business days. Your bank or card issuer may take additional time to post the funds.

Email support@nuvo-living.com. We reply to every message within one business day. Full terms: Shipping Policy · Return & Refund Policy.