We do ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. If we cannot send your package to your APO/FPO address, we will contact you. APO/FPO shipments may be subject to additional shipping fees. If any additional shipping charges apply, you will first be notified of all fees and/or adjust your shipping address. All shipments, unless specifically denoted, are curbside shipments. All shipments require a signature at the time of delivery.
Please allow up to 7 business days to receive your shipment. All deliveries are curbside only. Some shipments may be sent in multiple pieces due to size and/or weight of items and as a result may arrive at different times or via different carriers.
EXCHANGES, RETURNS & CANCELLATIONS
Free and Easy Returns for 90 Days
At BBQS&GRILLS.com we want you to shop with confidence. That’s why, for 90 days from the date of delivery, you can always return new, unused, and resalable items in their original packaging for a full refund minus the manufacturer’s 35% restocking fee (Shipping and restocking fees will not be refunded).
For all returns and exchanges, please call 1-866-987-7204 to obtain a Free & Easy Returns code.
If product return or exchange is due to our error or omission, we’ll take care of all costs. For all returns due to defect or damage, we will first work with you to get the product repaired. If a repair isn’t possible, we'll replace your item.
Please note: All returns require a "before" picture in the event your product incurs damage on its way back to us. Returns are processed within 7-10 business days of receipt of our original item and we issue refunds in the same form utilized for payment.
You may cancel or make changes to your order prior to it being shipped from our warehouse. To make any changes, please contact our customer service representatives at firstname.lastname@example.org or call 1-866-987-7204.
Items returned within 30 days in perfect, unused condition, including all manuals and packaging materials, will be refunded for the amount of the product only. Shipping and restocking fees will not be refunded.
If product is returned in poor condition or there are items missing, we reserve the right to refuse the return or deduct the value of the missing parts.
For Napoleon products, warranty or manufacturing issues must be addressed directly with Napoleon Grills as per their best-in-class warranty found here: (http://www.napoleongrills.com/support/napoleons-product-warranty/).
BBQS&GRILLS.COM does not return or exchange Napoleon products because of warranty/manufacturing defects.
CUSTOMS & TARIFFS
No Fees, No Extra Costs.
You will not need to pay any customs or brokerage fees with your BBQS&GRILLS.COM order. Orders bound for the United States are shipped from the United States. Orders bound for Canada are shipped from Canada.
SALES TAX POLICY
All applicable federal, state and provincial sales taxes are calculated automatically at checkout.
WRONG ADDRESS, NON-RECEIVED ITEMS
If the item is not received and/or is undeliverable, you will be responsible for actual shipping and restocking fees incurred. We will contact you immediately upon receiving the package in the event that you would like to correct shipping information and send to a different address.
THINGS TO KEEP IN MIND
• All orders are subject to credit card verification, which we require before shipping out products. Please ensure your billing information matches the credit card to avoid delays.
• If you're using an international credit card, please checkout using a verified PayPal account (www.paypal.com). Be sure to click "Get verified" when you logged into your PayPal account as we can only process payments made from verified accounts.
• Orders placed after 5pm and/or Saturdays or Sundays are processed and shipped next business day.
• Please allow 7 to 15 days from the day you return your package for your account to be credited and 1-2 billing cycles for the credit to appear on your credit card statement.
Customer Safety & Security
All BBQS&GRILLS.COM purchase transactions take place over a secure connection. All personal and financial data is encrypted using the highest industry standards.
We will not sell or share your personal information. We realize that your personal information is given to us for purchasing and shipping reasons only, and we respect that. If you have any questions, please call us toll free at 1-866-987-7204.
Your BBQS&GRILLS.COM purchase is an important one. To ensure your product meets your expectations and our service promise, we do ask you to play an important role properly inspecting your delivery. After doing so, you’ll have three business days to report any damage.
Please note: If you authorize the freight company to leave freight without a signature, we cannot be held liable for any damages or missing pieces. Leaving a note is the same as signing for your products in good condition.
If you are signing for your delivery, please follow these steps:
1. Ensure that the pallet/piece count on the delivery receipt matches the number of pallets/pieces you receive.
If a pallet(s) or piece(s) is missing:
Note this on the delivery receipt before you sign.
Example: "Received 4 of 5 pieces"
Call us at 1-866-987-7204 immediately to let us know you are missing pallets/pieces. We will coordinate with the shipping company to locate the missing pallets/pieces or replace them.
Inspect the packaging for external damage.
If you notice exterior damage:
Open the box and inspect for concealed damage before signing the delivery receipt. If you notice external damage and the delivery driver will not allow you to inspect the inside of the package or the driver will not let you note "damaged" on the delivery receipt, call us immediately at 1-866-987-7204.
If you are unable to reach us, you should refuse the shipment. Doing this will not invalidate your order and we will still work diligently to get your order to you in good condition as quickly as possible.
Note any damages to the packaging or products on the delivery receipt by specifically writing the word "Damaged" before signing.
Please note that signing your delivery receipt without noting any damages legally states that you have received your freight in good condition.
If there is no visible external damage, please sign for your freight and inspect your items for concealed damage after the driver has left.
If you have any questions, please feel free to contact us at 1-866-987-7204.
THE FINE PRINT: BBQS&GRILLS.COM reserves the right to choose delivery type (parcel or freight), carrier, and service level of each shipment shipped via standard shipping. In the event of freight shipments, standard shipping includes curbside delivery and lift gate service. If special considerations are required for curbside delivery (ex: non-standard delivery areas, hard to reach locations such as rooftop condos, cottages, etc.), additional fees will apply and you will be notified before shipping arrangements are confirmed.
BBQS&GRILLS.COM is not responsible for shipping costs on merchandise not delivered due to a shipping company’s inability to deliver to a particular location. Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads and/or vacant establishments. In-home delivery is neither implied nor offered without additional charge.
For non-grill orders under $299.00, we ship via the lowest standard shipping rate possible unless you tell us otherwise.