Frequently Asked Questions
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BBQ Tips
My BBQ has little or no heat. What can I do?
Since 1995 all regulators (the part that attaches to the gas tank to regulate the flow of gas) have included a safety device that limits the gas flow in the event of a gas leak. The regulator can inadvertently activate the safety device event without having a gas leak. This usually occurs if you open the propane tank valve rapidly, or if one or more of the control knobs is in an open position when opening the propane tank or by turning off the propane tank before turning off the burners (bleeding the line). If you do activate the gas regulator safety device, the grill will only reach low temperatures, even with all burners on high.
Reset Steps:
- Turn all burner knobs to off position.
- Turn propane tank valve to closed position.
- Disconnect BBQ regulator from propane tank.
- Wait 15 seconds.
- Reconnect regulator.
- Slowly turn propane tank valve to open position.
- Turn appropriate burner valve to open position and light.
When finished cooking it is important on only turn the propane tank off after you have turned the burner knobs off. Failure to do this will require repeating the reset steps and you will have low heat once again.
Which is Better: Cast Iron or Stainless Steel Cooking Grills?
The answer is. . . it depends. Cast Iron cooking grills retain heat extremely well and generally possess a triangular shape. Both these characteristics lead to excellent searing ability and performance. Well seasoned cast iron grills often prevent meat from sticking to the grills due to accumulated oil in the grills. Stainless steel grills are renowned for their durability, require almost no maintenance and will generally outlast cast iron grills. Look for stainless steel grills with large diameter rods for best searing ability. Cast iron grills will require seasoning periodically to prevent oxidization.
My BBQ is experiencing excessive Flare Ups. What would cause that?
Food drippings may come into contact with the hot flames of the burner, causing flare-up. Some flare-up is normal, but excessive flare-ups are most often caused by a build up of grease catching fire. To avoid large flare-ups, or possible grease fires, it is best to keep the briquettes (or Flav-R-Cast/Flav-R-Wave) clean by flipping them over periodically. The heat of the burner will burn off any excess grease on the bottom side. ( Burn off should last 15-20 minutes on Medium High. When cool, Flav-R-Cast/Flav-R-Wave should be returned to the normal operating position). Also, ensure that the bottom of the casting is kept clean of any grease or cooking debris, including your drip can/pan.
My ignition system does not work anymore. What could have gone wrong?
Any BBQ starting system is a two part system consisting of either a push button or rotary ignition,
plus the electrode(s). The electrode may develop a build up of grease or oxidization that may hamper the performance of the spark. Most times this can be rectified by cleaning the electrode with a brush or carefully with a piece of sandpaper. The electrodes can be found connected to your burner. You will need to remove your grills and heat medium to access the electrode. If you do not hear the igniter clicking, and cleaning the electrode does not resolve the problem, you may need to replace it or the batteries (if your Barbecue came with electric battery start). Always ensure the electrode wire is plugged into the igniter and securely attached to your burner. This wire can be found underneath the control panel.
How Do I Season my Cast Iron Cooking Grills?
Spread a thin coating of cooking oil ( Vegetable, Olive, Peanut, Canola, Sunflower) over entire surface of the cast iron grids with a paper towel. Be certain the entire surface, including all corners, has been coated thoroughly. DO NOT use salted fat such as margarine or butter. Never use non-stick sprays to season your grids, as they just don’t work. They burn off at a really low heat and do not protect the grids well. Preheat barbecue for 10 minutes on HIGH. Turn burners to MEDIUM with lid closed. Allow barbecue to heat for 30 minutes. Turn all burners to OFF. Leave cooking grids in barbecue until they are cool. Your cast iron grids are now ready to use. Re-seasoning: After each use the grids should be re-seasoned by coating with a cooking oil, closing the lid and leaving the cast iron grids in the barbecue until it is cool. Storage: When Barbecue is not in use for long periods of time, store cast iron grids in a dry warm place. Do not burn-off after you grill, just leave the cooking residues on the grates to keep a protective coating on the cast iron.
Patio Furniture Tips
How do I light my Cabana Coast Fire Table?
How do I Clean my Sunbrella Outdoor Cushions?
For light cleaning brush off any loose dirt, prepare a solution of 1/4 cup mild soap per gallon of lukewarm water, and use a sponge or soft brittle brush to clean. Allow solution to absorb into the fabric. Rinse throughly and allow fabric to air dry.
Stubborn Stain?
Sunbrella fabric does not promote mildew growth, however, mildew may grow on dirt and other foreign substances that are not removed from the fabric. To clean mildew, or other stubborn stains:
Prepare a solution of 8 ounces (1 cup) of bleach and 2 ounces (1/4 cup) of mild soap per gallon of clean water.
- Spray on entire area and allow to soak into the fabric.
- Scrub vigorously with a soft bristle brush, sponge, or clean towel.
- Rinse thoroughly to remove all soap residue.
- Allow fabric to air dry.
If stain and/or mildew are severe, bleach quantities may be increased. For removable Sunbrella fabric umbrella and cushion covers, machine wash in cold water (less than 100F/38C). Depending on wash load size, use normal amounts of mild laundry soap and add 1 cup of bleach. Allow fabric to air dry.
How do I clean and maintain my Wicker Furniture?
Vinyl wicker outdoor furniture requires very little maintenance. All good quality outdoor wicker has aluminum frames which will not rust and quality UV inhibited strand that will not fade, dry out, or break. To clean outdoor wicker furniture brush off any loose dirt, prepare a solution of 1/4 cup mild soap per gallon of lukewarm water, and use a soft brittle brush to clean. A good cover will help keep you new furniture clean and dry for immediate use.
How to I clean and maintain my Cast Aluminum Furniture?
Cast aluminum furniture is the lowest maintenance of all styles of outdoor furniture. To clean this furniture use mild soap and water, rinse it to remove sticky soap residue, and protect it with an automotive paste wax. This furniture is commonly left outside year round.
How do I clean and maintain my Wrought Iron Furniture?
Caring for wrought iron patio furniture is very simple. Wash the pieces with a soap solution, taking care to rinse well after washing. About twice a year, you should apply an automotive wax to the wrought iron to help protect and preserve it. If any rust is detected touch it up immediately to prevent its spread. Any rust is only cosmetic and is easy to remedy with one of our exact match touch up paints.
How do I clean and maintain my Sling Furniture?
As with wrought iron furniture sling furniture should be cleaned twice a year. Fill a plastic bucket with warm water. Add 1/2 cup liquid soap (Ivory, Dove, etc.) and 1/2 to 1 cup bleach. Mix together and apply as though with an old towel or sponge. Allow cleaning mixture to sit for five minutes, then rinse thoroughly. The frame of the furniture can be waxed to preserve the paint finish.
How do I clean and maintain my Teak Furniture?
A solution made of a 25:75 mixture of a bleach with a mild detergent in water work well for cleaning teak furniture. This can be done with a soft bristle brush. Once the furniture is cleaned, the entire piece should be rinsed well. Cleaning can be performed on weathered furniture as well as teak treated to remain golden brown. We also sell teak cleaner, which can be used to bring back the natural color of teak furniture if it has been allowed to weather into its silver gray color. Irrespective of how long the furniture has been left outside, they can be restored to their original honey brown color using the teak cleaner. This restorative process is quite easy without requiring much hard scrubbing.
Ordering & Shipping Information
What are the shipping options and costs within Canada?
All orders of $1000 or more placed on suncountryleisure.com ship for free across Canada!
For all other orders, we have a pricing system based on your cart total with shipping ranging from $9-$99.
Does Sun Country Leisure offer USA or international shipping?
We are currently only offering shipping within Canada at this time.
What are the local delivery options and associated costs?
Local "Premium Delivery" is available for orders over $999 where the delivery location is within 100km of our warehouse in St. Catharines. If your order qualifies, this option will appear in the checkout screen once your delivery address has been input. Premium delivery is $99, and includes all items expertly assembled and inspected prior to delivery to your home. Our team will be in contact with you to book a personal delivery appointment Monday-Friday 9 a.m. - 5 p.m. at your convenience. We'll carry your items to their final desintation in your space for you to enjoy immediately.
How can I track my order?
Once your order has shipped via courier, you will be provided with its tracking information.
If you have selected local delivery, on the day of your appointment, you can track our truck and where you are located on the delivery route by adding in your phone number or order number in the Dispatch Track tool on the bottom of our Contact Us page.
Can I pick up my online order in-store?
Yes! You can pick up your online order by selecting in-store pick up during check out. You can select either our Burlington location (355 Plains Road East, Burlington) or our St. Catharines location (343 Ontario Street, St. Catharines). As soon as you receive a confirmation email or text message that your order is ready, you can head to your selected store during open hours.
How long does it take to process my order?
Online orders are processed Monday-Friday. If your item is in stock, it will typically ship within 1-4 business days of placing your order. If you item is out of stock, we will be in touch with you to provide a lead time as to when your item should arrive. We may be able to split ship your order for items to arrive sooner.
For Local Premium Delivery, most in-stock furniture can be delivered 1-2 weeks from the date we process your order.
Lead times for custom orders listed on our product pages are estimates and are not guaranteed.
Are there any products that cannot be shipped or purchased online?
All items shown on our website are available to purchase. We do carry some exclusive furniture lines and pergolas in store which are not available on our website. If you are interested in a product that you do not see on our website, please contact us.
Payment & Financing
What payment options does Sun Country accept?
Sun Country Leisure accepts cash, cheques, debit, Visa, Mastercard, American Express, E-Transfer and Sun Country Leisure giftcards.
Does Sun Country Leisure accept payment plans?
We offer buy now and pay over time through Affirm. For more information on this program, please click here.
How can I purchase and redeem a gift card or check my balance?
Gift cards can be purchased at our retail locations and used in store. We currently do not accept gift card payments online at this time.
To check the balance of your gift card, visit us in store or give us a call and have your gift card ready.
Returns, Exchanges & Cancellations
What is your return and exchange policy?
In-store Stock Order Returns:
If you are not satisfied with your purchase, you have 14 days to return your item to one of our retail locations. To be eligible for a return, items must be new and unused, with all original packaging. Returned items will be inspected, and a refund amount determined based on their condition. Items may be subject to a restocking fee.
Online Stock Order Returns:
If you are not satisfied with your purchase, you must contact us within 24 hours of delivery or pick up to authorize a return, or a refund will not be processed. You may request a return by emailing us at orders@suncountryleisure.com and we will provide you with instructions on where you can return your item. To be eligible for a return, items must be new and unused, with all original packaging. Returned items will be inspected, and a refund amount determined based on their condition. Items may be subject to a restocking fee. Shipping/freight return costs are the responsibility of the customer and are non refundable. Refunds can take 3-5 business days depending on your credit card company.
Online & In-store Custom Order Returns:
Items that have been specifically ordered or manufactured for you are considered custom. All custom order sales are final and cannot be returned or exchanged. Please contact us immediately if you wish to change or cancel a custom order in progress.
Can I cancel my order?
If your order is in the process of fulfilment, you may be able to cancel your order. Please call or email us immediately if you need to cancel your order.
If your order has shipped, you cannot cancel your order. Please contact us as soon as your order is received so we may start the return process.
What happens if I miss my delivery or if delivery is not possible?
If you are not home for your Local Premium Delivery appointment, we will leave your furniture in a secure location at your home.
All freight shipments are delivered curbside and require a signature at time of delivery. If you authorize the shipping company to leave the delivery without a signature, Sun Country will not be held responsible for damages or loss that may occur during delivery. Sun Country is not responsible for additional shipping costs that may be incurred due to a shipping company's inability to deliver to a particular location. If an item is shipped and returned because it is not deliverable to the address provided, the customer is responsible for payment of shipment both ways. Please be aware of the possibilities of additional fees charge by the courier, which applies to all orders (free shipping or paid).
Installation & Additional Services
Does Sun Country Leisure offer installation services?
We offer sling replacements for chairs, chaises and ottomans. For more information and pricing, please call our Parts & Service department.
As we do not have a gas fitter on staff, we are unable to assist with any natural gas updates to your home upon the purchase of a NG barbecue.
Pricing & Promotions
Does Sun Country Leisure offer a price-matching policy?
Yes. Please provide us with current competitor pricing and we will match the price.
How can I find out about current promotions and sales?
Check out our promotions page or visit us in store to learn more.
Customer Support & Warranty
How can I leave a comment or provide feedback on my purchase?
If you have selected local delivery, please feel free to fill out the survey provided my our delivery team at the end of your delivery. We also encourage you to call us for any feedback you have on our products or service.
If you believe we have provided excellent customer service, or you would like to highlight a certain member of staff for going above and beyond on your order, we encourage you to provide us with a Google Review.
What warranty coverage do your products have?
Every manufacturer of goods that we carry has its own unique warranty and warranty process. If you are experiencing an issue with a product that you have purchased at our stores, we can assist you by filing a warranty on your behalf in most instances. Please email us at orders@suncountryleisure.com with a copy of your original Sun Country invoice and images of the issue and we will be happy to assist you.