Your satisfaction is our #1 priority.
Most returns will be accepted within 45 days of purchase as long as the items are new, uninstalled, and in the original packaging.
14-day Returns – Grill Parts must be returned within 14 days of delivery
Returns not Accepted – Specially ordered items, custom orders & BBQ Islands
You must get an Authorization Number from us before you return an item. Please call our Sales Department at 210-998-3480 (M – F 9 AM – 5 PM CT) or Contact us via e-mail. You can then ship an item back with Authorization Number. Once your return has been received, we will inspect the item to make sure that it complies with our return policies. A refund will be issued within 10 business days minus shipping charges
What if I don’t include Authorization Number with my Return?
Every Return must include an Authorization Number. We will not be able to process a Return, Exchange or Refund without it. The Product will be shipped back to you and you will be responsible for shipping costs.
How do I get the Return Process started?
The Process is Simple.
- Call our Sales Department at 210-998-3480 (M – F 9 AM – 5 PM CT) or via e-mail.
- We will send you an Authorization Number with instructions on where to send the item.
- You will then ship the item back to us.
Every single return must have an Authorization Number
How long will my Refund take to Process?
It usually takes about 10 days after we have received the Item w/ Authorization Number. Once we refund the money back to your account, it usually takes about 24-48 hours for the funds to show up.
What about Order Changes or Cancellations?
Please call our Sales Department at 210-998-3480 (M – F 9 AM – 5 PM CT) or via e-mail and we can assist you as long as the order hasn’t shipped.
If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours.
Once the packaging and shipping process has started, it can no longer be changed or canceled and you must follow our Returns Policy.
I received the wrong item, what should I do?
If we sent you the wrong item, we will be happy to fix the situation and no expense to you. Please call our Sales Department at 210-998-3480 (M – F 9 AM – 5 PM CT) or via e-mail.
As soon as the item is delivered, make sure that you inspect everything for any damages.
If you see that anything is Damaged do the following – Before you accept the Item
- Write down the damages on the delivery report. Do not reject the Shipment.
- Please take pictures of damaged packages and send them to [email protected]
- Call and let us know within 48 hours 3.
- If it’s a Freight Shipment – Write “I did not inspect internal packaging” on the Delivery Report
We will process a Damaged Shipping Claim for you. FedEx and UPS Claims are usually handled within 14 business days but Freight Shipment Claims can take longer.
We will send you instructions by email and work on getting you a product replacement.
- Call our Customer Number and report the Damage and provide us with the Invoice Number.
- Email us the images that you took of the damaged packages to [email protected] – Please provide the Model Number and Serial Number of the damaged item.
We will start the process and send you an email with instructions.
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