At GrillMate Sales Shop, we deliver premium grilling accessories with the same precision you use to achieve perfect grill marks. Our shipping and return policies are designed with our fellow grill enthusiasts in mind – straightforward, reliable, and focused on your satisfaction.
Shipping Information
Order Processing
We fire up our order processing within 1-2 business days of receiving your order (faster than our best charcoal reaches optimal temperature!).
Shipping Methods & Delivery Times
- Standard Shipping ($12.95):
- Carrier: DHL or FedEx
- Delivery time: 10-15 business days after shipment
- Free Shipping (Orders over $50):
- Carrier: EMS
- Delivery time: 15-25 business days after shipment
International Shipping
We ship globally (excluding some remote areas in Asia). International orders may be subject to customs fees and import duties, which are the customer’s responsibility (just like maintaining the perfect grill temperature is part of the cooking process!).
Our Hassle-Free Return Policy
We stand behind our products like we stand by our perfect sear. If your purchase doesn’t meet your expectations (or your grill’s high standards), we offer a straightforward return process.
Return Eligibility
- Returns accepted within 15 days of delivery
- Items must be in original condition – as pristine as a brand-new cast iron skillet
- Original packaging required (keep it like you’d keep your grill cover during cooking season)
- Return shipping costs are the customer’s responsibility unless item is damaged/defective
Step-by-Step Return Process
- Initiate Your Request: Email us at [email protected] within 15 days with your order number and reason for return
- Await Approval: Our grill-obsessed team will review your request within 2 business days (faster than our charcoal reaches perfect temperature!)
- Package Securely: Once approved, repackage items with all original materials – treat it like shipping your prized grill grates
- Ship Back: Send to our LA headquarters using a trackable method (we recommend the same care you’d use transporting BBQ sauces)
- Receive Refund: We’ll process your refund within 5 business days of receiving your return
Refund Details
- Timing: Processed within 5 business days (about as quick as our best-selling fire starters ignite)
- Method: Original payment method (Visa, MasterCard, JCB, or PayPal)
- Deductions: Original shipping costs are non-refundable (like the perfect amount of charcoal, some things can’t be undone)
Exchange Process
Need a different size apron or grill cover? Simply:
- Follow the standard return process above
- Include a note specifying your desired replacement item
- We’ll ship the new item once we process your return (standard shipping rates apply)
Non-Returnable Items
To ensure food safety and hygiene, we cannot accept returns of:
- Opened or used BBQ sauces, brines, injections & marinades
- Used grill cleaning supplies (brushes, scrubbers & scrapers)
- Personalized or custom grill accessories
These items are final sale – like the perfect sear on a steak, some things are meant to be permanent!
Damaged or Defective Items
If your grill gear arrives damaged (unlike our carefully packaged cast iron products should):
- Contact us immediately at [email protected]
- Include photos of the damage and packaging
- We’ll arrange a replacement or refund, including return shipping costs
International Returns
For our global grill masters:
- Return shipping costs are the customer’s responsibility
- Customs fees/duties are non-refundable (like the perfect smoke ring, they’re part of the process)
- Allow extra time for international shipping inspections
Final GrillMaster Note
Our policies reflect our commitment to quality – just like our selection of premium charcoal grills and accessories. If you have any questions, our team stands ready to assist with the same dedication we bring to perfecting grill marks.
Return Address:
GrillMate Sales Shop
3297 Brannon Street
Los Angeles, US 90071
Last Updated: [Insert Date]