Shipping Information
We are committed to getting your Grill Collection products to you safely and efficiently, no matter where you are in the world (excluding some remote regions and parts of Asia).
Order Processing & Timeline
All orders are processed within 1-2 business days from our headquarters in Oklahoma City. Once your order is shipped, you will receive a confirmation email with tracking information.
Shipping Options & Delivery Times
Standard Shipping
Carrier: DHL or FedEx
Cost: $12.95
Delivery Time: 10-15 business days after shipment.
Ideal for when you need your premium grilling or refrigeration products with reliable, tracked service.
Free Shipping
Carrier: EMS
Cost: FREE on orders over $50.
Delivery Time: 15-25 business days after shipment.
A cost-effective solution for larger orders, perfect for the dedicated DIYer planning their outdoor upgrade.
Note for International Customers: You are responsible for any applicable customs duties, taxes, or import fees. These are not included in the shipping cost or product price.
Returns & Exchanges Policy
Your vision for outdoor living drives us. If a product does not meet your expectations, we are here to make it right.
Eligibility & Timeframe
To be eligible for a return or exchange, your item must be:
- In its original condition: Unused, unassembled, and in the original packaging with all parts, manuals, and accessories.
- Within the return window: Return requests must be initiated within 15 days of the delivery date.
- Accompanied by proof of purchase: Your order number or invoice.
⚠️ Important: Non-Returnable Items
To ensure safety, integrity, and respect the bespoke nature of our integrated lines, the following items cannot be returned or exchanged unless they arrive damaged or defective:
- All Built-In Appliances: This includes Built-In Charcoal Grills, Built-In Gas Grills, Built-In Pizza Ovens, and Built-In Smokers. These are custom-integrated units designed for specific installation, making them final sale.
- Special Order or Custom-Configured Items: Any product modified or built to your specifications.
- Opened or Used Products: Products that have been assembled, installed, used, or are missing original packaging.
- Clearance or Final Sale Items: These will be explicitly marked at the time of purchase.
This policy reflects the custom nature of our built-in line and our commitment to hygiene and safety for all our customers.
The Return & Exchange Process: A Step-by-Step Guide
We’ve streamlined our process to be as intuitive as assembling one of our DIY-friendly units.
Within 15 days of delivery, email our support team at [email protected] with the subject line “Return/Exchange Request”. Use the template below. Our Oklahoma City team will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and instructions.
Carefully repack the item in its original manufacturer’s packaging with all materials. Securely attach the provided RMA label to the outside of the box. Without this label, we cannot process your return.
You are responsible for the cost of return shipping unless the return is due to our error or a defective product. We recommend using a trackable and insured service (like DHL, FedEx, or EMS) and retaining your proof of postage.
Ship to:
Grill Collection Returns
RMA # [Your Number Here]
1961 Ruckman Road
Oklahoma City, OK 73102 USA
Upon receipt, our team will inspect the item (within 3-5 business days) to ensure it meets eligibility criteria. We will then notify you via email about the status.
Refunds & Credits
- Timing: Once approved, your refund will be processed within 10 business days.
- Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to appear in your account.
- Amount: You will receive a refund for the cost of the returned item(s). Original shipping fees are non-refundable. Return shipping costs are the customer’s responsibility unless the return is due to our error.
- Exchanges: Once the returned item is received and inspected, we will ship the replacement. You are responsible for any price difference and additional shipping charges.
Damaged or Defective Items
If your Grill Collection product arrives damaged or is defective, contact us immediately at [email protected] within 48 hours of delivery. Provide your order number and clear photos/video of the issue. We will arrange a replacement, repair, or return at our expense, upholding the reliable craftsmanship our brand promises.
Return Request Email Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Grill Collection Support Team,
I would like to request a [return / exchange] for my recent order.
- Order Number: [Your Order Number]
- Product Name: [e.g., Freestanding Gas Grill, Beverage Center]
- Reason for Return/Exchange: [Please provide details]
I confirm that the item is in its original condition, unassembled/unused, and in the original packaging with all accessories and manuals.
Please provide the RMA number and further instructions.
Best regards,
[Your Full Name]
[Your Shipping Address]
[Your Phone Number]
Questions? We’re Here to Help.
Our dedicated support team is committed to ensuring your outdoor living vision is fully realized.
Email: [email protected]
Address: 1961 Ruckman Road, Oklahoma City, OK 73102 USA
We aim to respond to all inquiries within 1-2 business days.