Shipping policy

Shipping & Delivery

Every Nuvō Living piece is built to order by the manufacturer in the United States. What follows is exactly what to expect from the moment you place an order to the moment your piece arrives.

Complimentary Shipping Over $1,500

Orders of $1,500 or more ship free to any address in the continental United States — including full freight delivery on our largest fire tables and water features. Nearly every piece in our collection qualifies.

Orders under $1,500 ship for a flat $75, with no additional handling charges and no surprises at checkout. What you see at checkout is what you pay.

We currently ship within the United States. Alaska, Hawaii, and offshore addresses are quoted individually — contact us before ordering and we'll take care of it.

Made to Order

Nuvō Living is an authorized dealer, not the manufacturer. We do not warehouse inventory, and that is deliberate. Every fire pit, bowl, and water feature is built by the manufacturer after you order — cast, hammered, or fabricated to the size, finish, and ignition you selected — and ships directly from the manufacturer's facility to you.

Typical timeline:

  • Production: 2–4 weeks for complete units; 1–3 weeks for individual components
  • Transit: 1–2 weeks
  • Total: approximately 3–6 weeks from order to delivery

Production begins once payment is received. Times vary by collection and finish — hand-hammered copper and custom color work take longer than standard finishes. Your order confirmation will include the production window for your specific piece, and we'll email you the moment it ships.

How Your Order Arrives

Fire tables, fire bowls, torches, water features, grills, and outdoor kitchen islands ship crated by LTL freight carrier. This is standard for pieces of this weight and construction, and it works differently from parcel delivery in ways worth knowing before your piece is on the truck:

  • The carrier will call you to schedule a delivery appointment. Please make sure the phone number on your order is one you'll answer.
  • Freight delivery is curbside. The driver brings your piece to the end of your driveway on a lift gate. Moving it into final position is not included, and white glove service is not available. If you'd like help with placement, we recommend arranging a local installer or moving service in advance.
  • Someone 18 or older must be present to receive and sign for the delivery.
  • Inspect before you sign. Look the crate and the piece over while the driver is still there. If there is any damage, note it on the delivery receipt before signing. This single step protects your claim completely.

Smaller stock accessories that are not made to order may ship via UPS or FedEx Ground and arrive like any standard parcel.

Tracking

You'll receive an email with your tracking number and carrier the moment your order ships. Freight shipments include the carrier's direct scheduling line so you can arrange delivery on your own time.

Questions at any point: support@nuvo-living.com or +1 866-688-0882. We reply to all inquiries within one business day.

If Something Goes Wrong

Visible damage at delivery. Refuse the delivery, note the damage on the delivery receipt before the driver leaves, and photograph the crate and the piece. Contact us the same day. Refusing a visibly damaged shipment is the single most important thing you can do — it protects your claim entirely.

Damage discovered after unpacking. Photograph everything, including the packaging, and contact us within 2 business days of delivery with your order number.

Wrong item received. Contact us within 2 business days of delivery with photos and your order number, and we'll make it right at no cost to you.

Missing items. Contact us within 2 business days of delivery with your order number and what's missing.

Freight carriers close damage claims on a strict business-day clock and will deny late claims. Once that window closes we have no recourse on your behalf, which is why these timeframes matter more than they may seem.

Delayed or lost shipments. Contact us and we'll open a carrier investigation immediately. If a shipment is confirmed lost, you get a replacement or a full refund, your choice.

Wrong address. We ship to the address you provide. If a freight shipment is refused or returned because the address was incorrect, or no one was available across multiple scheduling attempts, redelivery charges may apply. Please double-check your address at checkout.

Cancellations & Returns

Because every piece is built to order, cancellation and return terms are time-sensitive. Orders may be cancelled free of charge within 24 hours; after that they are released to the manufacturer and cannot be cancelled or returned. Please review our Return & Refund Policy before purchasing.

Questions

Nuvo Living LLC
4083 W Ave L #1012
Lancaster, CA 93536
support@nuvo-living.com
+1 866-688-0882

We'd rather answer a question before you order than solve a problem after. Reach out anytime.