Terms and services

FREE SHIPPING

Free FAST Shipping - on all orders over $899.00.

Our goal is to provide you with the best customer service and shipping options in North America. That means doing everything possible to process your order and send your shipment, insured, from our door to yours… as fast as possible, and for free. Please note restrictions for delivery to non-standard and rural areas, $25.00 shipping charge for orders under $299.00 and $99.00 shipping charge for orders between $299.00-$899.00.

Shipping Specifications

We do ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. If we cannot send your package to your APO/FPO address, we will contact you. APO/FPO shipments may be subject to additional shipping fees. If you will be charged any additional shipping, we will contact you to notify you of the fees and give you a chance to adjust your shipping address if you desire. All shipments, unless specifically denoted, are curbside shipments. All larger shipments require a signature at the time of delivery.

The customer is responsible for all duties and tariffs on Canadian shipments.

We use UPS or FedEx for smaller items, and larger items go freight. We reserve the right to choose which freightway carries your shipment. We do not, however, control the shipping companies (freight or UPS). 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. Basically we only know what they tell us from that point on. We wish we had more direct control over shipments, but that is not how shipping companies work.

Our in-stock orders will probably take about 7-14 business days to reach a customer. Any custom orders will take approximately 6-8 weeks. We ship to continental U.S. locations and Canada only.

We also offer a White Glove Delivery Service on some products. With this shipping option you can have your larger or heavier items set up inside or in your backyard. Please view this link for more information on this service.

THE FINE PRINT: 

This flat rate or free shipping policy applies to products shipped via standard shipping to locations in Canada and the contiguous 48 states. BBQS&GRILLS.COM reserves the right to choose delivery type (parcel or freight), carrier, and service level of each shipment shipped via standard shipping. In the event of freight shipments, standard shipping includes curbside delivery and lift gate service. If special considerations are required for curbside delivery (ex: hard to reach areas such as Martha's Vineyard rooftop condos, cottages, etc.), these special considerations will be an additional fee and are not included in standard shipping. Our Shipping Policy does not apply to items that require you to call for pricing, as these sometimes also require special considerations for delivery.

BBQS&GRILLS.COM 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. BBQS&GRILLS.COM does not charge shipping on items when shipped to most Canadian and US locations, except for Alaska and Hawaii. Shipments to non-standard delivery areas, Alaska and Hawaii are not eligible for free shipping. All non-standard, Alaska and Hawaii shipments are sent via UPS Worldwide Express, and as such require an individual quote. If you order via the phone, you will be notified of the extra shipping before you place your order. If you order online, a customer service representative will contact you shortly after your order is placed with the additional shipping charges (before the item is shipped). The customer is responsible for all duties and tariffs on shipments.

EXCHANGES, RETURNS & CANCELLATIONS

Free and Easy Returns for 120 Days

At BBQS&GRILLS.com we want you to shop with confidence. That’s why, for 120 days from the date of delivery, you can always return new, unused, and resalable items in their original packaging for a full refund (minus any shipping and restocking costs we incur).

Please call us at 1-866-987-7204 to obtain our Free & Easy Returns code and let us walk you through our simple returns process.

Of course, if the return is due to our error, we’ll take care of all costs. Or, if your return is due to defect or damage, we will first work with you to get the product repaired. If a repair isn’t possible, we'll replace your item.

Please note: All returns require a "before" picture in the event your product incurs damage on its way back to us. Returns are processed within 7-10 business days of receipt of our original item and we only issue refunds in the same form utilized for payment.

You may cancel or make changes to your order prior to it being shipped from our warehouse. To make any changes, please contact our customer service representatives at customerservice@bbqsandgrills.com or call 1-866-987-7204.

WARRANTY

Best-in-Class

For Napoleon products, warranty or manufacturing issues must be addressed directly with Napoleon Grills as per their warranty policy. You can find that best-in-class policy here: (http://www.napoleongrills.com/support/napoleons-product-warranty/).

BBQS&GRILLS.COM does not return or exchange Napoleon products because of warranty/manufacturing defects.

CUSTOMS & TARIFFS

No Fees, No Extra Costs.

You will not need to pay any customs or brokerage fees with your BBQS&GRILLS.COM order. Orders bound for the United States are shipped from the United States. Orders bound for Canada are shipped from Canada.

SALES TAX POLICY

U.S. orders are not subject to any sales tax. However, if your State deems your purchase to be subject to sales tax, you are responsible for that cost. 

  • Quebec: 5% GST and 9.5% PST on the purchase amount or a total sales tax of 14.5%.
  • British Columbia: 12% HST.
  • Ontario, New Brunswick, and Newfoundland and Labrador: 13% HST.
  • Nova Scotia: 15% HST.
  • Any other Canadian provinces or territories: 5% GST.
 

WRONG ADDRESS, NON-RECEIVED ITEMS

If the item is not received and is returned to us, you are responsible for actual shipping and restocking fees incurred by us. We contact you immediately upon receiving the package in the event that you would like to correct shipping information and send to a different address. In that case, shipping is free and subject to our best-in-class service terms above.

THINGS TO KEEP IN MIND

  • APO or Military Bases: If your address is an APO or military base, we must ship through the U.S. Postal Service. If your shipment is bound for an APO or a military base, we must insure your package for lost or damaged goods. In this case, we will charge a shipping fee based on the cost of the individual order. We will also notify you via email of the cost for shipping.
  • For all credit card refunds, please note that all credits will be placed on the credit card used for the original purchase.
  • All orders are subject to credit card verification, which we require before shipping out products. Please ensure your billing information matches the credit card to avoid delays.
  • If you're using an international credit card, please checkout using a verified PayPal account (www.paypal.com). Be sure to click "Get verified" when you logged into your PayPal account as we can only process payments made from verified accounts.
  • Orders placed after 5pm and/or Saturdays or Sundays are processed and shipped next business day.
  • Please allow 7 to 15 days from the day you return your package for your account to be credited and 1-2 billing cycles for the credit to appear on your credit card statement.

Customer Safety & Security

All BBQS&GRILLS.COM purchase transactions take place over a secure connection. All personal and financial data is encrypted using the highest industry standards.
Customer Privacy
We will not sell or share your personal information with anyone. We realize that your personal information is given to us for purchasing and shipping reasons only, and we respect that. If you have any questions, please call us toll free at 1-866-987-7204.
Delivery Inspection
Your BBQS&GRILLS.COM purchase is an important one. To ensure your product meets your expectations and our service promise, we do ask you to play an important role properly inspecting your delivery. After doing so, you’ll have three business days to report any damage.
Please note: If you authorize the freight company to leave freight without a signature, we cannot be held liable for any damages or missing pieces. Leaving a note is the same as signing for your products in good condition.
If you are signing for your delivery, please follow these steps:
1. 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"
Call us at 1-866-987-7204 immediately to let us know you are missing pallets/pieces. We will coordinate with the shipping company to locate the missing pallets/pieces or replace them.
2. 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 to inspect the inside of the package or the driver will not let you note "damaged" on the delivery receipt, call us immediately at 1-866-987-7204.
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 that 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 and inspect your items for concealed damage after the driver has left.
If you have any questions, please feel free to contact us at 1-866-987-7204.
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