Free Shipping Promotion:
For a limited time, we offer free shipping on all residential products within the lower 48 states of the US. Shipping costs for commercial products and shipping to other locations will be determined on a case-by-case basis.
Order Confirmation:
Once you place an order, you will receive a confirmation email. We will confirm that the product is in stock and ready for shipment. If it is not available, we will notify you.
Order Shipment:
Your order will be shipped within the lead time posted on the product page. We will send you tracking information within 24 hours of shipment. Most orders are shipped by FedEx or UPS. Some items may require additional shipping and handling fees, which will be clearly marked on our website.
International Orders:
International orders (except Canada) require special processing. You will be responsible for taxes and duties upon delivery. For Canadian orders, we will ship to a US-based freight forwarder of your choice. You will be responsible for all duties and tariffs on Canadian shipments.
Cancellations:
All orders may be canceled until your item(s) have been shipped. Simply respond to your email confirmation letting us know that you require an order cancelation.
Refunds will be issued to the credit card used for the purchase.
Returns and Refunds:
Returns will be assessed on a case-by-case basis. To be eligible for a return you must comply with the following:
- Product must be in like new condition, unused, in its original packaging.
- Request for a return must be processed within 30 days of receipt.
- The customer will be responsible for all costs of return shipping.
- All orders are subject to up to a 30% restocking fee.
Custom or made-to-order products are non-returnable and non-refundable.
How to Request A Return:
To request a return, please email returns@pelletgrillpros.com with the following information:
- Order number
- Date of receipt
- Reason for the return request
- Any other helpful information or photography of the item
Damages:
Inspect your shipment upon delivery. Severely damaged packages should be refused. If your product is defective or damaged during shipping, contact us immediately. All returns must be authorized by our customer service department.