Shipping
We offer fast and reliable shipping options to ensure your order.
Returns & Refunds
Shop confidently with our clear, simple, and hassle-free returns policy.
Subscriptions
Quality assured with our reliable limited warranty on select products.
Order Question
Stay updated on your order's journey from our warehouse to your door.
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Email us or call (913) 782-5171 as soon as possible and we'll do everything we can. Orders move fast here, especially before the 1pm Central cutoff, so once something's boxed and labeled we may not be able to catch it. If it's already on the truck, reach out anyway and we'll figure out the next best option together.
How can I track my order?
How can I track my order?
You'll get a confirmation email when your order is placed and a second email with tracking the moment it ships. If the tracking link hasn't updated in a couple of days, give the carrier a beat, then reach out and we'll look into it.
What if there is a problem with my order?
What if there is a problem with my order?
Contact us within 48 hours of delivery with your order number and a photo of what arrived, and we'll make it right. Wrong item, damaged bottle, busted seal, whatever it is, that's on us to fix.
Returns & Exchange
What is your returns policy?
What is your returns policy?
Unopened, unused items in original packaging can be returned within [30] days of delivery. Food items, including rubs, sauces, and seasonings, can't be returned once opened for safety reasons. If something arrives damaged or wrong, that's a different story: contact us within 48 hours and we'll take care of it at no cost to you.
How do I initiate a return?
How do I initiate a return?
Email us with your order number and the reason for the return. We'll confirm eligibility and send you instructions. Once we receive and inspect the item, your refund goes back to the original payment method within [5 to 10] business days.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Sure. The fastest route is usually a return and a fresh order so you're not waiting on the mail twice, but reach out and we'll set up whichever works better for you.
What if I'm not sure a product is right before I buy?
What if I'm not sure a product is right before I buy?
Ask us first. Tell us what you cook and what you're after, and we'll give you a straight answer before you spend a dime. It's a lot easier than a return, and it's the best part of our job anyway.
Shipping & Tracking
How fast do orders ship?
How fast do orders ship?
Order by 1pm Central on a business day and it ships that same day. After the cutoff, it ships the next business day. Most orders arrive within 2 to 3 days of shipping.
Do you ship to all 50 states?
Do you ship to all 50 states?
Rubs, sauces, tools, and gear ship anywhere in the US. Premium grills and smokers get white glove freight service with a personal quote, so delivery is handled right for something that heavy. BBQ meats are reserved online and picked up fresh at our Olathe or Lee's Summit locations.
How much does shipping cost?
How much does shipping cost?
[Rates pending: flat rate / free over $X / calculated at checkout]. Freight for large grills is quoted individually based on your delivery address.
Do you ship internationally?
Do you ship internationally?
We're focused on doing US shipping right. If you're outside the states, reach out and we'll see what we can do.
What about large grills and smokers?
What about large grills and smokers?
The big cookers deserve better than a shipping label. Request a quote on any premium grill page and our team puts together exact freight pricing, crating, and delivery timing for your address. Most quotes go out same day or next business day.
Warranty
Do products come with a warranty?
Do products come with a warranty?
Everything we sell is backed by its full manufacturer warranty, and because we're an authorized dealer for every brand on our shelves, that warranty is always valid. Grills and smokers vary by brand, so check the product page or ask us for specifics.
How do I make a warranty claim?
How do I make a warranty claim?
Start with us, not the manufacturer's phone tree. Send your order number and photos of the issue and we'll point you the right direction, and in most cases help push the claim through faster than you could alone.
Payments
What payment methods do you accept?
What payment methods do you accept?
All major credit and debit cards, plus Shop Pay, Apple Pay, and Google Pay at checkout.
Is my payment information secure?
Is my payment information secure?
Yes. Checkout runs on Shopify's PCI-compliant payment platform. Your card details are encrypted end to end and we never see or store them.
Store & Pickup
Can I pick up my order instead?
Can I pick up my order instead?
Absolutely. Choose pickup at checkout and we'll have your order ready at whichever location has your items in stock. BBQ meats are always pickup: order online and we'll reserve your cut from live inventory, ready within 4 hours during store hours.
Where are you located and when are you open?
Where are you located and when are you open?
Olathe, KS and Lee's Summit, MO. Both locations: Monday through Thursday 10am to 7pm, Friday 10am to 6pm, Sunday 10am to 2pm, closed Saturdays. Full directions on our store page.