Shipping Policy Details
Our in-stock orders will take around 7-10 business days to reach a customer. Any custom order items, BBQ islands, or 'made to order' products will take approximately 6-8 weeks. Direct shipments are made to continental U.S. locations only. Special provisions apply to shipments to Alaska, Hawaii, and Canada, as outlined below.
BBQGirls does not charge shipping on orders over $49. to states shown on the left side of the green line. States on the right side of the green line must order over $400 for free shipping when shipped to US locations (Contiguous 48 States), except for Alaska and Hawaii. Shipments to Alaska and Hawaii are not eligible for free shipping, and the customer is responsible for all, shipping costs, duties and tariffs on shipments to those states.
We use FedEX for smaller items, and larger items go LTL freight. We reserve the right to choose which freight carrier ships your shipment. We do not, however, control the shipping companies (LTL Freight or FedEx). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day, and we can only approximate delivery times as we only have the information the delivery company makes available to us. Please understand that our staff would love to have more direct control over shipments so that we could ensure an amazing customer service experience every time.
All shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via LTL freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, BBQGirls can not be held responsible for damages that may occur during delivery.
Remote or hard-to-reach areas (example: rooftop condos, etc.) may incur additional shipping fees. This applies to items shipped free and regular priced shipping orders. If this is the case with your order, a Customer Service representative will contact you promptly to notify you of any additional charges.
It is the customer's responsibility to inform us of any problems with this type of delivery at the time of purchase. BBQGirls is not responsible for shipping costs on merchandise not delivered due to a shipping companies 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 vacant establishments. In-home delivery is neither implied nor offered without additional charge and is not necessarily available even if the customer is willing to pay more for it.
If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.
Shipping Outside of the Continental U.S.
All shipments to Alaska and Hawaii are sent via FEdex 2-Day or 3 - day, and as such require an individual quote. When the order is placed via the phone, you will be notified of the extra shipping before you place your order. We do ship bbq kit items directly to Canada but not appliances, however, we will ship to your desired US-based freight forwarder. We recommend you first contact the desired freight forwarder to obtain their shipping and receiving processes. You will be responsible for all duties and tariffs on Canadian shipments, along with coordinating with the freight forwarder for delivery to the final destination. Please call (888) 5DIYBBQ for assistance.
Delivery Inspection
Very few of our deliveries have external or internal damage and are signed for without a problem. For your protection, we ask that you please inspect your packages following these guidelines:
IMPORTANT: You have 48 hours to call us at (888-5DIYBBQ) to report any damage. Please also email photos to bbqgirls1@gmail.com
STANDARD DELIVERY
If your shipment arrives through a typical delivery service such as FedEx, you have 48 hours to call us at (888)5DIYBBQ to report the damage. You can also email us thru your account so we will have a written record attached to your order number.
FREIGHT DELIVERY
If you authorize the freight company to leave freight without a signature, BBQGilrs cannot be held liable for any damages or missing pieces. Leaving a note for the delivery driver is the same as signing for your products in good condition.
If your order ships via freight, please follow these steps:
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. Item # (97659) is missing from shipment"
- Call us at (888) 5DIYBBQ immediately to let us know you are missing pallets/pieces. We will coordinate with the shipping company and/or manufacturer 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 inspect the inside of the package or the driver will not let you note "damaged" on the delivery receipt, call us immediately at (888)5DIYBBQ. 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: 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.
Please inspect your items for concealed damage after the driver has left.
IMPORTANT: You have 48 hours to call us at (888)5DIYBBQ to report any damage.
BBQGirls wants to make sure that your shopping experience is an excellent one and if for some reason, a product is not to your satisfaction, we can offer solutions.
Item(s) must be in unused, unassembled condition and returned in the original packaging within 30 days of delivery.
Items that are not eligible for return include the following:
- Used items, including items that have been installed or assembled.
- Clearance items.
- Warehouse Deal Items.
- Custom-made, special-order and made-to-order products.
- Items marked “non-returnable” in the item description.
- Items requested outside of the 30-day return period.
- Fire Magic or other brand grills that are customized.
- stucco
If your item qualifies for return you can start the process with the “Submit a Return Request” button below. Please be aware of the following information regarding how this process will proceed:
- All shipping (to and from) costs are deducted from the refund.
- You will receive an email confirming we received your request that will include additional details on the process.
- An itemized Return Authorization, return shipping labels, and detailed instructions will be emailed to you upon approval. Approved returns must be returned within 30 days of receiving approval.
- If your return will be coming back via freight truck, we will require you provide us a photo before your return will be authorized. This can be as simple as a cell phone pic! We just need a “before” picture in case there is any damage to the item on its way back to us.
- Your return must be properly packaged in the original outer & inner packaging to help reduce damage and include all original parts, manuals, pieces, packing slips, etc.
- After BBQGirls receives and inspects the return, your refund will be issued. The processing time for the refund will depend on the payment option used for the order.
- Any items returned outside of this process or 30-day period are not eligible for a refund.
Any items returned on your own are not eligible for a refund.
To request a return, please use fill out our return form in you ronline account to start the returns process . If you have any questions, please feel free to contact our customer service department at 1-888-5DIYBBQ.
