Frequently Asked Questions

Call Us (24/7): (866) 944-8758  (US Only), International Please Use Email.


How Do I Contact Customer Service

Please call us (866) 944-8758 and leave us a detailed message, ask your question, let us know your concerns so that we can call you back with an answer. Best way to contact us is via email at so that we can get the details of your issue and get back to you as as soon as possible. We pride ourselves on 100% Customer Satisfaction and if there is anything we can do to improve upon your experience with BBQ Pro Shop, we want to know about it!


Shipping & Delivery Rules

Our policy is that when you request shipment, you take responsibility for any product that is lost or claims with the chosen shipper. We will send a confirmation along with your tracking number for the shipment. If you are on vacation, or not available to accept this shipment, once delivered it becomes your responsibility to handle any and all related investigations and or claims with the shipper chosen. BBQ Pro Shop is not responsible for merchandise that is lost or stolen after it has been signed for. Signature of receipt is the responsibility of the purchaser. If you will not be available please let us know and we can drop ship your package to any place you wish to make sure you can receive it safely. We know that shipping is expensive and we will always try and help you save money where we can. Please email us at if you are concerned and we will work with to get the product out to you. If you order is over $100 please chose Free Shipping Options and we will ship your order out to you FREE! (Continental United States ONLY)


Privacy & Security

Your security is very important to us. uses Secure Sockets Layer (SSL) encryption to protect data transmissions of your personal and financial information. SSL is the industry-standard and among the best software available today for secure online commerce transactions. It encrypts all of your personal information, including credit card number, name, address, and phone number, so that it can not be read as the information travels over the Internet. does not allow any transactions that do not occur on a secure connection. We reserve the right to send you follow-up emails related to your orders and inform you of promotions or new production offerings. Please notify us if you wish not to receive promotional emails not related to your order. We are committed to protecting your privacy. We use the information we collect on the site to make online shopping at BBQ Pro Shop possible and convenient. We will never sell, trade, or rent your personal information to others. BBQ Pro Shop may provide aggregate statistics about our customers, sales, traffic patterns, and related site information to reputable third-party vendors, but these statistics will include no personally identifying information. BBQ Pro Shop may release account information when we believe, in good faith, that such release is reasonably necessary to (i) comply with the law, (ii) enforce or apply the terms of any of our user agreements or (iii) protect the rights, property or safety of BBQ Pro Shop, our customers, or others. By using, you consent to the collection and use of this information by BBQ Pro Shop. If you ever have any questions about our privacy policy including what information we collect, how we use it, or under what circumstances we disclose it, please contact us.


What Is Your Return Policy?

IMPORTANT: Please carefully consider your purchase before confirming your order at As a matter of strictly enforced company policy, if food substances come into contact with the non-defective appliance(s) you purchase, in other words, if you USE the product(s) (even once), we will not accept your return and refund your purchase price, nor will any related shipping charges be reimbursed with regards to your order. Also, please keep all original packing material and documentation in the unlikely event that your merchandise is defective and/or requires warranty-related repair/replacement by the manufacturer. Before returning any product, you must obtain a Return Authorization (RA) number. Return merchandise will not be accepted without an RA number. Please have the following information ready when calling for an RA number: * Customer name * Order number * Item name and number * Description of the problem. BBQ Pro Shop will accept all unused products that are received defective or damaged in shipping for credit, exchange, or replacement at BBQ Pro Shop's discretion within 30 days from the date of purchase. All other merchandise defects will be the sole responsibility of the manufacturer and stipulations contained within the manufacturer's warranty will apply (see your Manufacturer's Warranty for contact information). Some non-defective, unused products may be returned for credit or exchange. Those returns authorized by BBQ Pro Shop are subject to a restocking fee of up to 15%, and must be completed within 30 days of the date of purchase. All approved return merchandise must be returned within 30 days from the date of purchase, complete and in resaleable condition and must include original packing material, manuals, blank warranty cards, and other accessories provided by the manufacturer. BBQ Pro Shop reserves the right to authorize product returns beyond 30 days from the date of purchase. If the product is accepted after 30 days, credit will be issued toward future purchases only.


Why Does FedEx SmartPost Take So Long?

FedEx Smartpost is the most economical way to ship products, it is not the fastest way to get your order. FedEx quotes 2-8 business days from the time of shipment until your order may arrive, via the US Post Office. FedEx utilizes the US Post Office to deliver your package and therefore will be delivered with your US Mail delivery. When possible we will ship USPS Priority Mail even if you chose FedEx SmartPost to make sure it gets there quicker. This is a good thing, we promise.


Do you have anything to do with BBQ Pro Grills?

No! Our Web Site and our business IS NOT related to BBQ Pro Grills. We do get a lot of questions and complaints and we often reccomend that you contact the retail outlet where you purchased your grill or smoker to find out how you can get some recourse with your problem or questions.


What shipping option should I chose for International Shipping?

To Canada we frequently use UPS or USPS shipping due to the ease of customs. However, unless you are in a really big hurry, we normally ship it via US Priority Mail International. Choose USPS option when shipping and we will add it after you confirm. When outside of the United States, please select USPS Priority Mail and we will calculate shipping costs and notify you of the amount before charging your account.


What Are Your Shipping Rates?

All orders will be shipped via Federal Express Ground or Express, UPS or USPS First Class or Priority Mail depending on item weight and size. Additional shipping charges apply for faster shipping methods (Second Day or Next Day Air); delivery to Alaska, Hawaii, US Territories, and military addresses (AP, AE, AF, etc.); as well as delivery to international destinations. Occasionally, shipping rates will be calculated incorrectly by our automated system, in which case an error message should be displayed during checkout or we reserve the right to seek your approval for shipping charge changes due to errors in the automated calculation. In the unlikely event that this occurs, your charges will be corrected by us. Order Deadlines. Typically, orders placed by noon in your time zone, Mon-Fri (excluding holidays), will process and ship on that same day. Orders placed after noon in your time zone will typically process and ship on the next business day. Special Circumstances. Despite seasonal increases in shipping volume, we will do our best to ensure that your merchandise is shipped no later than the next (and usually the same) business day as you submit your order (see Order Deadlines). Upon shipment, UPS Holiday Transit Times may apply (see for general information). A back-order notification will be sent on any item that is not in stock. We offer a complete range of delivery options. All options, however, may not be available for orders shipping to Alaska, Hawaii, US Territories, military addresses (AP, AE, AF, etc.), or international delivery destinations. Due to variability in current rates, the shipping courier for international orders will be selected at BBQ Pro Shop's discretion.


FREE SHIPPING on Primo Grills is the continental UNITED STATES only, HI and AL or Puerto Rico are not included.

What Does Shipping Cost on Backwoods Smokers?

We have to pay an additional cost, to cover the freight and crating of these smokers since they're manufactured in Dixie, LA and shipped LTL so we have them in stock, ready to ship. The costs associated with freight and crating varies by the type of smoker, weight and class. Historically, we've taken the cost of shipping multiple smokers and then dividing the number of units shipped to calculate an average cost so expense is shared equally to keep it as low as possible. In the end, we pass through cost, but still far less when picking up vs. having this shipped directly to your home. Contact us to find out more. FLAT RATE & FREE SHIPPING offer is NOT available on Backwoods Smokers


Will Sales Tax Apply to My Order?

Sales tax must be added to orders shipped to destinations within the state of Illinois only. We may be required to collect sales tax on shipments outside of Illinois depending on local and state tax code.


Can I Send a Personal Check or Money Order?

Sorry, we do not accept personal checks or money orders.


Terms of Use

BBQ Pro Shop hereby expressly disclaims all warranties either expressed or implied, warranty of merchantability, or fitness for a particular purpose. This disclaimer by BBQ Pro Shop in no way affects the terms of the manufacturer's warranty if any. Title to goods herein being purchased is retained by BBQ Pro Shop until goods are paid for in full by the purchaser and at that time title passes to purchaser. If goods herein being purchased are being purchased for purposes of export, purchaser must obtain from the Federal Government certain export documentation before shipping to a foreign country. In addition, manufacturers' warranties for exported goods may vary or even be null and void. If you have questions, please inquire. Any and all liability is only for the products purchased. For all prices and products, BBQ Pro Shop reserves the right to make adjustments, substitutions, or cancellations due to errors, changing market conditions, product discontinuation, or typographical errors in advertisements. BBQ Pro Shop is not responsible for manufacturer price changes, which may occur at any time without notice.


Happy Grilling!