The BBQ Guru Shipping and Returns
Returns for credit are only accepted from the original purchaser and only if the product is purchased direct from The BBQ Guru. All warranty claims will be handled by The BBQ Guru, regardless of where the item was purchased. In all cases a return authorization number is required. You can get one by calling our toll-free number. Write this return number on the outside of the shipping box.
We do not have a "buy-and-try" allowance policy. It is the responsibility of the customer to determine suitability of a product prior to placing the unit in service.
Unused products may be returned within 30 days of purchase for a refund, minus shipping and handling. All boxes, packaging materials, accessories, manuals and certificates must be in new, re-sellable condition or a fee equal to the cost of the damaged and/or missing item(s) will be deducted from the refunded amount. Be sure to ship in a carton that protects the original item box or package. We suggest you insure the package for the full value. Used or damaged equipment may not be returned for a refund. Credits are not issued until the goods are received and inspected at The BBQ Guru. It may take up to two weeks to process credits.
Please call for an RMA number (return merchandise authorization number) if you have an issue with your product, this will ensure that your repair gets tracked and we can service it in a timely manner.
Note that original shipping charges are not refunded unless the return is a result of our error. If you have ordered correctly and we have shipped the wrong item, we will pay to return the item to The BBQ Guru. A UPS label will be delivered for you to use to return your package.
Items missing or damaged in shipment must be reported within 2 business days of receipt of shipment.
Custom or special order products are not returnable.
We do our best to ship your order on time. Due to the exceptionally high volume of orders, we are shipping within 48-72 hours of the time you have placed your order. We do offer 2nd day and next day shipping but we cannot guarantee your products will ship the same day as the day you order. (business days only, orders received on a Saturday, Sunday, or a national holiday will ship the following week).
SPECIAL NOTE REGARDING NEXT DAY AND 2-DAY SHIPPING: UPS does NOT deliver normally on Saturdays or Sundays. If you select 2 day shipping, it will arrive in 2 business days after the day that it ships from our warehouse. If you order with next day shipping, it will arrive in 1 business day after the day that it ships from our warehouse.
If you order with next day shipping on a Friday before 12:00 EST, it will ship on Friday and will arrive on Monday.
If you order with next day shipping on a Friday after 12:00 EST, it will ship on Monday and will arrive on Tuesday.
If you order with 2 day shipping on a Wednesday before 12:00 EST, it will ship on Wednesday and will arrive on Friday.
If you order with 2 day shipping on a Wednesday after 12:00 EST, it will ship on Thursday and will arrive on Monday.
If you require your package to arrive on a Saturday, this requires an additional service and an added fee. Please contact customer service to arrange special delivery options BEFORE placing your order at 800-288-4878.
We use UPS and the U.S. Postal Service.
For US Postal Service shipments. Only Express and International shipments can be tracked. There are NO tracking numbers for Parcel Post, 1st class and Priority mail shipments.