Returns Policy
You may return most new, unused items within 30 days of delivery for a refund, subject to the conditions below.
Warranty Registration & Service
Please register your grill within 30 days of delivery to activate warranty coverage. Registration is required to access warranty service and ensures we have your purchase details on file.
Any issues related to components or manufacturing defects — whether discovered at delivery or arising during normal use — are handled through our warranty service rather than the return process. This includes things like ceramic cracks, hardware failures, gasket issues, and other defects in materials or workmanship.
To register your grill or file a warranty claim, please Contact Us with your order number, serial number, and a description of the issue.
Return Eligibility
To be eligible for a return, your item must be:
- Unused and in the same condition you received it
- In the original packaging with all components, accessories, and documentation
- Free of any signs of use, including cooking, seasoning, or fire exposure
Items that have been cooked on are not eligible for return or refund under any circumstances. Once a grill or grilling component has been used for cooking, it is considered used and final sale.
Return Shipping
Customers are responsible for all return shipping costs. Due to the size and weight of our kamado grills and related products, return shipping typically ranges from $150 to $250 or more, depending on the item, destination, and carrier. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
We will cover return shipping only if the return is the result of our error (you received an incorrect item or a defective product confirmed by our team).
Restocking Fee
A 10% restocking fee will be deducted from your refund on all approved returns, except in cases where the return is due to our error.
Damaged, Defective, or Incorrect Items
If there is any issue with your product — including damage in transit, missing parts, or incorrect items shipped — you must report it to us within 30 days of delivery. Claims made after 30 days cannot be honored.
When reporting an issue, please include:
- Your order number
- A description of the problem
- Clear photos of the item and packaging (especially for shipping damage)
Refund Timing
You should expect to receive your refund within four weeks of handing your package to the return shipper, though in many cases it arrives sooner. This window includes:
- Transit time back to our facility (5–10 business days)
- Inspection and processing once received (3–5 business days)
- Your bank's refund processing time (5–10 business days)
Refunds are issued to the original payment method, less the 10% restocking fee and any applicable shipping costs.
How to Start a Return
To initiate a return, please Contact Us with your order number and details about the item you'd like to return. We'll respond promptly with return authorization and shipping instructions. Returns sent without prior authorization may be refused or delayed.
Shipping
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.