Shipping & Returns New
Free Shipping Promotion:
Shipping costs for our business are usually around $10 for pellets and up to $450 for larger pellet grills. However, for a limited time only we are offering free shipping on all residential products to the lower 48 states in the U.S. (Commercial products excluded).
If you would like an order shipped to anywhere else in the world, please email us at sales@PelletGrillPros.com, and we will gladly work something out with you!
Pellet Grill Pros reserves the right to cancel this offer at anytime
After you place your order, you will receive a confirmation email. This means that we have received your order in our system. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and ready for shipment. If your item happens to be on backorder, or is otherwise unavailable, we will let you know via email. Once your item(s) are available for immediate shipment, we will ship the order.
Your order will ship within the lead time we have posted on the product page. We will email you tracking information within 24 hours of your order leaving the warehouse. If you do not receive tracking information from us by 3 days after the lead time posed on the product page has elapsed, feel free to follow up with us at firstname.lastname@example.org.
Most orders will be shipped by FedEx or UPS. Small items may be delivered by the US Postal Service or by the US Postal Service via FedEx Smartpost or UPS Surepost. Larger items such as pellet grill orders may be delivered via FedEx Ground, FedEx Home Delivery, UPS Ground, or Truck Freight. Items shipping via Truck Freight are clearly marked on our website and catalog. Some special orders may require 2 to 6 weeks depending on the item.
Some large or heavy items require additional shipping and handling charges due to the bulky nature of these products. If an item requires additional shipping and handling charges we will clearly mark this requirement on our website and in our catalog. In most cases, we charge a "flat" rate to ship these items.
Free shipping applies to orders totaling over $99 shipped to a final destination within the contiguous 48 states of the United States. Certain items do not qualify for free shipping regardless of order total. Items that do not qualify for free shipping will be clearly marked on our website. Pellet Grill Pros reserves the right to cancel this offer at anytime. Delivery to rural or extended areas, special order, & Truck Freight shipments may take extra days to arrive. Please call (888) 697-3111 for details.
Military APO/FPO Shipments will be sent by USPS Priority Mail, as long as the package(s) meet postal requirements. We will contact you with the final postal charges.
International Orders (except Canada) require special processing. When you are entering an International Order, please complete all the necessary information. We will get a shipping quote from one of our International shippers. We will contact you with the final charges for approval. The order will not be shipped or charged unless it is confirmed by you. Please note: You will be responsible for any applicable taxes and/or duties that will need to be paid upon delivery.
Canadian Orders: We do not ship directly to Canada, however, we will ship to a US-based freight forwarder of your choice! 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 final destination. Please call (888) 697-3111 for assistance, otherwise enter the shipping address provided by your US-based freight forwarder.
ALL SHIPMENT SHOULD BE INSPECTED AT THE TIME OF DELIVERY. DAMAGED PACKAGES SHOULD BE REFUSED. If you notice any damage, you should note it on the freight bill when signing for delivery. If your product is defective, or sustains damage during shipping, please contact us at sales@PelletGrillPros.com right away. Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed.
If delivered by Truck Freight, please contact the freight carrier at the phone number on the carrier’s bill. After contacting the carrier, please call Pellet Grill Pros Customer Service at (888) 697-3111 for further assistance with the damaged shipment. Please note, signing for your delivery without noting any damages or inability to inspect the delivery on the relevant paperwork legally states that you have received your freight in good condition and Pellet Grill Pros cannot be held liable for any damages, missing pieces, etc. that may be incurred as a result of this decision. Leaving a note or instructions for the driver is considered to be the same as signing for your products in good condition. If you authorize the freight company to leave freight without a signature, Pellet Grill Pros cannot be held liable for any damages, missing pieces, etc. that may be incurred as a result of this decision. If you choose to sign for a visibly damaged please note on the relevant paperwork that you are signing for a damaged package; however, Pellet Grill Pros cannot be held liable for any damages or missing pieces for accepted via signature delivery.
Cancellations & Refunds:
To cancel an order, reply to the confirmation email you received when you placed your order online. Just tell us why you need to cancel and we will process it as soon as we can. All orders cancelled after 48 hours are subject to a $50 administration fee, regardless of whether your order has shipped. If you order has shipped, you will also be responsible for return shipping charges. Refunds will be issued to the credit card that you used when placing your order.
How do I return a product?
If you want to return an item, drop an email to Returns@PelletGrillPros.com. Returns will only be accepted within 14 days of the receipt of your product. The product must be returned unopened in the original packaging. We do not accept returns of used products. You should also provide us with with a receipt of your purchase and a reason for returning the item. Please note that you cannot return an item without a valid return authorization number and there is a 30% restocking fee on all returns. If you attempt to send the item back without a return authorization number, it will be refused, and you will be charged the return shipping costs. Customers are responsible for paying all shipping and handling costs for returning an item.