Shipping & Returns
Contiguous US only - for Alaska, Hawaii, Puerto Rico, Canada and other international destinations please contact us for shipping cost quote (free shipping promotions do not apply for these destinations).
Grills in excess of 150 pounds are delivered by UPS Freight (LTL services) while all other orders are delivered by UPS Ground service. Grill models delivered by UPS Freight (LTL services) are delivered to residences at front door after appointment is made between client and UPS. These models are heavy and might need several people to assist or inside delivery can be arranged with UPS for a cost. Be aware that there may be storage fee or return fees if customer is unavailable and/or misses the appointment. Pickup is free of charge at our warehouse facility in Doral, Miami.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
In the unlikely event that an item you ordered arrives damaged or is defective, you may return the item (and any other items from that order if they are part of a set) for a replacement or a refund., as long as you report the issue within the following timeframes
- Damaged Items: Within 2 days of delivery. It's critical to report the issue within this time period so that a claim can be filed with the carrier.
- Defective Items Within 30 days of delivery
We encourage you to inspect the packaging immediately upon receipt of the item before you accept the item from the carrier and before it leaves your premises. If the packaging or the item appears damaged when it arrives, you should take pictures of the damage, you may inform the carrier and refuse delivery. If there is visible damage, the items in the damaged container should be uncrated or unboxed before carrier leaves your premises and/or if shipment is accepted it should be noted in writing on the delivery receipt before signing it that the container suffered damages. In that case, please report the issue within the applicable timeframe listed above and you can choose to receive a replacement or a refund or keep the product. To report an issue with an item, please inform us at firstname.lastname@example.org so we can solve this for you right away. You will be required to submit photographs of the damaged containers, packaging, products or defective product (the original packaging is required to facilitate a return unless it was damaged in transit and is unusable).
Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
You will be responsible for the return shipping costs, except in instances where the item arrived damaged or defective. Your refund will be made net of shipping costs, restocking costs and processing fees (wire transfer costs, etc.).
You may cancel an order unless your purchase has already been shipped. If you would like to cancel an order, you should contact email@example.com. Please note that we cannot guarantee that your order can be canceled, but we'll try our best to help. Credit Cards or Banking fees are not refundable.