My Napoleon Order Checklist: 5 Mistakes I Made (and How You Can Skip Them)

Who This Checklist Is For

If you're ordering Napoleon gas grills, fireplaces, or HVAC components for a residential or commercial project, this list is for you. I've been handling Napoleon product orders for 8 years. In that time I've made (and documented) 12 significant mistakes — totaling roughly $18,000 in wasted budget, rework, and disappointed clients. Now I maintain our team's checklist to prevent anyone else from repeating my errors.

This isn't a marketing piece. It's a practical list of 5 steps that have saved us real money. Grab it and use it.

Step 1: Verify Pricing — Ask 'What's NOT Included?'

In my first year (2017), I quoted a client a Napoleon Prestige grill based on the list price. I didn't ask about freight surcharges, residential delivery fees, or the cost of the rotisserie kit (which they assumed was included). The final invoice was $680 higher than my quote. I ate $680 of it.

The fix: Before you send a quote, get a written breakdown. For example, the Napoleon BOB 500 — a popular mid‑range model — can vary in price by $150–250 depending on whether the dealer includes the cover and casters. Always request: “Please provide the total delivered price, including all surcharges.” If the vendor hesitates, that's a red flag.

"I've learned to ask 'what's NOT included' before 'what's the price.'"

This pricing was accurate as of March 2025. The market changes fast, so verify current rates before budgeting.

Step 2: Don't Forget the BBQ Accessories (and the Weird Requests)

Later that same year, I placed an order for 5 Napoleon freestanding grills. I checked the main units, the side burners, and the storage doors. But I completely missed the Napoleon BBQ accessories section — specifically the grill covers. The client called a week later asking where their covers were. I had to place a rush order, which cost $340 in extra shipping.

Here's the checklist item we now use:

• Does the order include all requested Napoleon BBQ accessories? (grill covers, rotisserie kits, warming racks, sear plates)
• Did the customer ask for anything unusual? I once got a request for shower caps (yes, literally) and door trim — neither of which Napoleon sells. But I had to clarify and adjust the order. If you don't ask, you might end up with a confused shipment.

My experience is based on about 200 mid‑range orders. If you're working with luxury or ultra‑budget segments, your accessory list may differ.

Step 3: Measure Door Trim Twice

The door trim disaster happened in September 2022. A builder ordered Napoleon linear fireplaces for 6 condos. He specified “door trim” but didn't give the finished wall thickness. We assumed standard 1/2-inch drywall. Turned out the walls were 1-inch with tile backer. The fireplaces arrived, installed, and the trim pieces stuck out 3/8 inch. The builder had to order custom trim — $890 in redo plus a 1‑week delay.

What we do now: For every fireplace order, we provide a measurement form that must be filled and signed by the installer. The form asks:

• Wall thickness (finished, not rough)
• Trim style (flush, overlapping, or custom)
• Any decorative surrounds or mantels

Include a note: “Door trim dimensions must match finished wall thickness. We cannot accept returns on custom‑cut trim.”

Step 4: Be Ready for the 'Breeo vs Solo Stove' Question

Here's a question we get a lot: "Breeo vs Solo Stove — which is better?" And sometimes the client asks about Napoleon's own fire pit offerings. The frustrating part? Vendors often dodge the question or give a biased answer.

My approach: Be transparent. I created a simple comparison table (updated quarterly) that lists:

• Heat output / diameter
• Build materials (304 vs 430 stainless)
• Warranty length
• Price at current market

I don't bash Breeo or Solo Stove. I just lay out the facts. Clients appreciate that. One of my biggest regrets: not doing this earlier. If I'd had this comparison ready in Q1 2024, I'd have saved hours of back‑and‑forth calls.

And honestly? Sometimes the best answer is: “Napoleon doesn't make a direct competitor to those models, but here's how our fire pit features stack up.” That kind of honesty builds trust.

Step 5: Document Everything — Especially Verbal Agreements

After the third late delivery from a vendor in 2023, I was ready to give up on them entirely. What finally helped was building in buffer time rather than trusting their estimates. But the real lesson came earlier: I once accepted a verbal promise that a special‑order Napoleon gas grill would ship in 10 business days. It took 28. The client cancelled. I lost a $3,200 order.

Now we use a simple written order confirmation template that includes:

• Product codes and quantities
• Delivery lead time (written, not verbal)
• Final price including taxes and freight
• Cancellation policy

Oh, and we ask the client to initial every line. It feels a little formal, but it prevents the “but you said…” conversations.

Common Mistakes to Avoid

Here are a few pitfalls we still see new team members make:

• Assuming all Napoleon BBQs come with a cover. Most don't. Check the product listing.
• Ignoring delivery access. A Napoleon Prestige 500 weighs 340 lbs. If the site has stairs, you'll need extra crew.
• Not verifying color/finish. Door trim, firebox panels — colors can vary between runs. Ask for samples.
• Quoting without product availability check. Some Napoleon models have lead times up to 6 weeks (as of early 2025).

One more thing: The 'local is always faster' thinking comes from an era before modern logistics. Today, a well‑organized remote vendor can often beat a disorganized local one. Check shipping times, not just distance.

This checklist is based on my experience handling 200+ Napoleon orders. Your mileage may vary. Always verify current pricing and policies with your distributor.