Sunterra Outdoor — Frequently Asked Questions

Answers to the most common questions about our grills, smokers, ovens, and fire pits — from choosing a model to ordering, shipping, installation, care, and warranty.

Choosing Your Grill

Both are wood- or charcoal-fired grills with our adjustable, crank-raised grate system. The main difference is the brasero — the Argentine has one and the Santa Maria does not. A brasero is a separate firebox used to generate embers, which are then spread under the grates to control the heat. There are also a couple of finishing differences.

Brasero: Santa Maria has no brasero — fire is built directly under the grates. Argentine includes a brasero, rear or side, for ember generation.
Color: Santa Maria is charcoal. Argentine is black.
Side shelves: included on Santa Maria cart models. Not included on Argentine models.

Both serve the same purpose — generating embers to feed the cooking area — so the choice mostly comes down to preference. A few practical points:

Grate configuration: Rear Brasero is available with single or split grate. Side Brasero is single grate only.
Loading wood: Rear Brasero is easier to reach from the side of the grill, although reaching from the front should not be a problem for most. Side Brasero is easier to reach from the front of the grill.
Brasero size: Rear Brasero is larger and can generate more embers. Side Brasero is ample for normal cooking.
Bonus: some cooks use the rear fire to add heat over the grates.

A note on the rear fire: the grill is built for cooking fires, not as a hearth. An oversized fire can push temperatures past the intended range and may warp the steel or damage the finish.

The Pro Series is our NSF-certified line. NSF certification is a food-equipment safety and sanitation standard — it confirms the materials and construction meet requirements common in commercial and restaurant settings. Many customers also choose the Pro Series for their homes; it isn’t restricted to commercial use.

Finish: Origin Collection uses high-heat liquid paint rated to 1,200°F. Pro Series uses high-heat powder coat and is NSF certified.
Bolts: Origin Collection uses standard hardware. Pro Series uses solid-head bolts that resist residue buildup.
Casters on cart models: Origin Collection uses 5″ black casters. Pro Series uses 6″ gray casters.
Color options: Origin Collection is available in charcoal or black, with red flywheel available. Pro Series is black only, as required by the powder-coat process.

The NSF certification covers the powder-coat finish, so the Pro Series flywheel can’t be changed to red. You can still add the Stainless Steel package, which upgrades several components, including the flywheel — the grill keeps its NSF certification with those stainless parts.

It comes down to control versus surface area.

Split grate — the cooking surface is divided so you can raise one side and lower the other independently. That makes it easy to run a hotter zone and a cooler zone at the same time.
Single grate — one continuous surface with no center divider, so you get more usable cooking area on a grill of the same size.

Either way, the included coal rake lets you bank embers to one side and build your own heat zones manually — so the split grate is about added convenience, not a necessity.

Not at this time. Each model is the result of dedicated engineering, prototyping, testing, and machine calibration, so we’re not able to build sizes or designs outside our current lineup, for example, a 46″ in place of a 48″. If you’re placing a large or wholesale order, reach out — there may be more we can discuss.

Materials, Grates & Fuel

We use carbon steel, grade A36, and, on stainless models, 304 stainless steel. Our grills are built from heavy 3/16″ plate.

We do not use cast iron. People often associate grills with cast iron because of cast-iron pans, but the two are made very differently. Cast iron is produced by pouring molten metal into a mold; our grills are cut and formed from solid carbon steel plate, which is better suited to the heavy-gauge construction of a Santa Maria or Argentine grill.

This applies to grates, griddles, and other cooking components:

Carbon steel needs to be seasoned before use, much like a cast-iron pan, and is more prone to rust if it isn’t maintained, especially in humid climates. With regular use and care it performs beautifully, and over time it develops a natural, non-stick patina that many cooks prefer.
Stainless steel doesn’t rust and doesn’t require seasoning, making it the lower-maintenance choice — ideal for humid environments or anyone who’d rather not worry about upkeep. It won’t build the same patina, but it makes up for it in durability and ease of care.

V-channel: channels grease forward into the drip tray, reducing flare-ups and keeping fat from dripping onto and smothering the fire. Best for everyday grilling and managing flare-ups.
Round bar: the classic grilling surface. Best for steaks, chops, and anything where you want a defined sear pattern.
Laser-cut: more surface contact with the food. Best for delicate items — fish, shrimp, vegetables, and smaller cuts that could fall through other grates.

All Sunterra products are wood- or charcoal-fired. We do not make any gas products. You can use wood, charcoal, or a combination of both — it’s entirely up to your preference and what you’re cooking. A simple way to think about it: charcoal is for heat, wood is for flavor.

Charcoal flavor: largely neutral — lets the natural taste of the food lead.
Wood flavor: adds aroma and flavor that varies by species. Hickory is bold; apple or cherry are sweeter and milder.
Charcoal heat and control: steady, predictable, burns hot and long; easy to dial in.
Wood heat and control: more variable; rewards attention and a little practice.
Charcoal lighting and upkeep: easier to light and maintain.
Wood lighting and upkeep: takes longer to get going and needs more tending.

Best of both: many cooks build a charcoal base for reliable heat and add wood chunks for flavor. Use only cooking wood — instead of treated, painted, or resinous woods like pine or cedar.

We don’t currently sell rotisseries, but every grill comes rotisserie-ready — the mounting holes are already drilled so you can install a rotisserie of your choice. If you’re not sure which rotisserie is right for your grill, email us and we’ll point you in the right direction.

Accessories, Upgrades & Replacement Parts

You can see the full range on our Accessories page. Both accessories and upgrades are selected when you customize your grill at checkout. The key distinction:

Upgrades — select at time of purchase only: windbreak, caster / tire upgrade, Stainless Steel package, rear resting shelf, and top resting shelf.
Accessories — order anytime: additional grates such as round, laser-cut, etc.; paella pan and bracket; griddle; covers; and other items on the Accessories page.

Upgrades must be chosen at the time of the grill purchase because the grill is physically modified to accept them — they cannot be added afterward. Accessories can be ordered separately, anytime.

If the part you need isn’t listed on the Accessories page, email us at sales@sunterraoutdoor.com for a quote. Please include photos so we can confirm the exact model and condition of your grill.

Ordering & Payment

United States — order directly at sunterraoutdoor.com or through an authorized dealer.
Canada — purchase through our authorized dealer, BBQ Quebec.
Mexico — we sell directly; pricing differs from the U.S., so reach out to place an order.
Everywhere else — orders are handled through an authorized dealer. The exception is bulk or wholesale orders, which we can ship anywhere — contact us directly.

Payment is required for an order to be placed — an order isn’t confirmed and production doesn’t begin until payment is made. If you sign in to your Shop account at checkout, you’ll also have the option to pay in monthly installments.

Yes. We can hold a grill for up to 4 months from the order date. Just note this in the order notes when you place it.

In most cases, no — we begin manufacturing shortly after receiving an order, so your grill may already be complete. If it hasn’t been finished and the change is feasible, we may be able to accommodate it, subject to approval. The sooner you let us know, the better the chances.

Because every grill is custom-made to order, all orders are considered final once placed. Cancellation requests are reviewed case by case. If a cancellation is approved, the refund depends on how far along production is:

Before production begins: 100% refund.
After production has begun or materials are ordered: 30% retained.
Once fabrication is substantially complete: 50% retained.

Retained amounts reflect the materials, labor, and production costs already incurred.

Lead Times & Shipping

Our stated lead times, measured from full payment, are 5–7 weeks for standard grills and 10–12 weeks for fully stainless steel grills. In practice we usually ship sooner — often 2–4 weeks for standard models and 7–9 weeks for stainless — but faster delivery isn’t guaranteed, and a lead time within the stated range is not grounds for cancellation.

Want an exact estimate? Email sales@sunterraoutdoor.com with the model you’re interested in — we’ll confirm the timing and let you know if we happen to have it in stock.

Accessories, including covers and grates: these don’t take long to make, but because we manufacture in Mexico, every item crosses the border together on a scheduled shipment with the required customs paperwork. We can’t send a single accessory on its own, so it will ship on the next scheduled shipment — which may be a few weeks out.

Shipping is calculated automatically at checkout. Our logistics partner works with a large network of third-party carriers, so the rate you see reflects the best available price for that shipment. Quoted shipping charges are estimates; in the rare case a carrier imposes additional charges, those would be invoiced separately.

Once your grill is on its way, you’ll receive an email with the carrier, tracking number, and estimated delivery date. The tracking number can take a few days to appear, which is normal. Here’s why:

Your grill ships from our factory in Mexico, crosses the border into the U.S., is offloaded at a U.S. warehouse, and is then scheduled for carrier pickup. Border crossings and warehouse offloading can take time, and carriers typically issue a tracking number about a day after pickup.

A typical sequence:

Monday — leaves the factory, arrives at the border town that afternoon.
Tuesday — crosses the border, arrives at the U.S. warehouse.
Wednesday — pickup scheduled. Carriers occasionally pick up the next day.
Friday — tracking number issued.

Residences — delivered to the driveway.
Businesses with a loading dock — offloaded at the dock.
Businesses with a forklift — delivered to the front of the building, where your team can offload it.

The shipping email includes an estimated delivery date. Carriers should call ahead to schedule a delivery appointment. Because we use third-party carriers, some may not call — that’s outside our control. If you want to be sure an appointment is set, you can call the carrier directly using the tracking information to arrange it.

Carriers only offload at the driveway, the front of the building, or a loading dock — carrying the grill inside or to a final spot isn’t part of standard freight delivery.

If you need help moving it into place, email sales@sunterraoutdoor.com and we can look into a white-glove delivery quote. White-glove service is typically expensive and usually handled by a separate company from the freight carrier. The carrier delivers to the front, and the white-glove team takes it from there.

To quote it accurately, we need a detailed description of what’s involved, including:

The full path from the front of the property to the installation spot — side access, through the house, any doorways or tight spaces, and steps up or down.
Whether floors or surfaces need protection along the route.
Whether the white-glove team will need to uncrate the grill, or whether it will already be uncrated.

The more detail you provide, the more accurate the quote. Anything left out can result in additional costs beyond the original quote, which would be invoiced to you.

Yes — with a few specifics. Canadian orders go through our authorized dealer, BBQ Quebec. We sell directly into Mexico, pricing differs — reach out to order. Other international orders are handled through authorized dealers in some countries, except for bulk or wholesale orders, which we can arrange to nearly any location.

Receiving & Setting Up Your Grill

Yes. Your grill ships fully assembled in a crate, and the firebricks are already installed. If you ordered it with a cart, the grill arrives already seated in the cart. The only loose items are the grates, drip trays, and flywheel — these are packaged separately and placed inside the firebox to protect them during transit.

Setup is simple:

Uncrate the grill.
Unpack the grates, drip trays, and flywheel from inside the firebox.
Set the grates and drip trays in place — they simply rest in position, no adjustment needed.
Slide in the flywheel and secure it with the cotter pin through the opening.

We don’t recommend it. Everything is fitted at our factory, and some parts — firebricks in particular — are sometimes sanded down for a precise fit and installed in a specific order. If they’re removed, they may not go back in the same way and could fail to fit. It’s best to move the grill assembled rather than take it apart. Should you choose to remove any components, that's done at your own discretion and risk — we can't guarantee or take responsibility for parts fitting back into place once they've been disturbed.

Inspect the shipment at delivery. If there’s visible damage, note it on the Proof of Delivery or Bill of Lading before you sign, with photos, or refuse the delivery. This protects your ability to file a freight claim. Then report the damage to us within 48 hours of delivery.

Damage that isn’t visible at delivery — such as a manufacturing defect that appears after you’ve started using the grill — is handled separately through our warranty process and isn’t subject to the delivery-notation requirement.

Built-In Installation

You’ll find them in two places. Under the Guides & Tips menu, and on each grill’s product page — below the description there are two PDF links, one for the technical specifications and one for the cutout dimensions.

No. The cutout dimensions are the dimensions for the opening, not the grill itself — they already include the small amount of clearance needed for the grill to drop in. Build to those exact dimensions and the grill will fit perfectly.

Yes — covered, semi-enclosed, and indoor installations have all been done successfully. They’re more demanding than an open installation, though, and require careful planning: proper ventilation, non-combustible materials throughout, appropriate clearances, and compliance with your local codes.

A few key points on ventilation:

For any covered, semi-enclosed, or indoor installation, Sunterra strongly recommends a Type 1 solid-fuel hood system above the grill. Your local code may also require one.
Hood capacity is not determined by the grill. Smoke and combustion gases depend on the size of the fire and the fuel. Wood produces more smoke than charcoal; a larger fire more than a smaller one. A ventilation engineer should size the hood from the intended fuel and fire size, not from the grill’s specifications.
Sunterra does not manufacture, supply, or specify ventilation systems. Selection, sizing, and installation are the responsibility of your contractor and must comply with local mechanical and fire codes.

Because this falls outside our scope, we recommend consulting the appropriate professionals for your project — a licensed general contractor or outdoor-kitchen specialist, a mechanical/HVAC contractor for the hood, your local building department for permits, and your local fire marshal for clearance and fire-safety requirements.

Care & Maintenance

Carbon steel grates should be seasoned before the first use, much like a cast-iron pan. The goal is to build a black patina across the surface: coat the grates in a high-heat oil, such as grapeseed, avocado, or flaxseed, and run a long, low burn so the oil bakes into the metal. After each cook, clean the grates while they’re still warm, then re-oil. If grates have been neglected, you can bring them back with a baking-soda-and-vinegar scrub followed by a fresh re-seasoning. Stainless steel grates don’t need seasoning and won’t rust. For the full walkthrough, see our seasoning and cleaning guide under Guides & Tips.

It also helps to wipe down the firebox, uprights, and cart frame from time to time to keep the grill looking its best.

A cover is highly recommended to extend the life of your grill. Our covers are waterproof, sunproof, and snowproof. You can order one from the Accessories page.

Warranty

Sunterra provides a 5-Year Limited Warranty, residential use, on the firebox and primary structural components against defects in materials and workmanship under normal, intended use. For commercial use, a 2-Year Limited Warranty applies to the same structural components, parts only. No registration is required — coverage activates automatically on the date of purchase.

The warranty is valid only on products purchased directly from Sunterra or an authorized dealer, and it applies to the original purchaser only. It is non-transferable. Purchases from unauthorized resellers, private sales, or secondary markets are not covered.

Full details are in our Warranty & Terms of Sale.

The warranty covers structural failure from manufacturing defects — not wear, finish, or misuse. It does not cover, among other things:

Rust, corrosion, oxidation, or surface discoloration.
Paint finish, cosmetic changes, or appearance.
Normal wear and tear.
Damage from misuse, neglect, improper operation, or lack of maintenance.
Damage from excessive or continuous fires beyond cooking use.
Damage from weather or environmental exposure.
Unauthorized modifications, repairs, or use of non-Sunterra parts.

Important: our grills are designed for cooking fires, not for use as a fire pit or hearth. The high-heat finish is rated to about 1,200°F in normal cooking use; running excessive or continuous fires can warp the steel or cause paint failure, and that damage isn’t covered.

Email sales@sunterraoutdoor.com from the email or phone number associated with your original purchase, within 90 days of discovering the issue. Include:

Proof of purchase.
Product model and a description of the issue.
Clear photos or videos of the defect.

If a claim is approved, Sunterra will repair or replace the defective component at its discretion. Labor, removal, and reinstallation aren’t covered; freight is generally the purchaser’s responsibility, though it may be reviewed case by case when the defect is clearly a manufacturing error.

Note: damage that’s visible at delivery is handled differently — it must be noted on the Proof of Delivery or Bill of Lading at the time of delivery and reported within 48 hours. See “What should I do if my grill arrives damaged?” above.

Still have a question? Email sales@sunterraoutdoor.com and we’ll be glad to help.

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