SHIPPING POLICY

When your product ships, we will send a confirmation along with the order tracking number and the shipping service used. Our policy is that 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. BBQ Pro Shop is not responsible for merchandise that is lost or stolen after it has been delivered. Make sure that you use a shipping address where your product can be safely delivered. We are happy to 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. We will always strive to make any situation right, please contact us at info@bbqproshop.com if you have ANY concerns and we will work with to make sure you are satisfied.

FREE AND FLAT RATE SHIPPING

FREE SHIPPING and FLAT RATE SHIPPING is for the continental UNITED STATES only, Europe, Canada, HI and AK or Puerto Rico may not be included depending on our ability us USPS Flat Rate Shipping and may require additional shipping charges. We offer free standard ground shipping on rub, sauce, and some accessory orders totaling $100 or more within the contiguous United States and weight being 39lb or under. Free Shipping may not be valid when combined with other discounts. Remove your discount to receive FREE SHIPPING option and see which is more advantageous!

TWO DAY SHIPPING POLICY

Federal Express and UPS TWO DAY shipping does not guarantee deliver on Saturdays and Sundays or Holidays. All Two Day Shipping Orders placed Monday thru Wednesday will arrive within two days when choosing that option at checkout. Orders placed after 2P on Wednesday thru Friday evening will not arrive until the following week. During Normal Business hours, please call the shop for additional information.

STANDARD OVERNIGHT SHIPPING POLICY

Federal Express and UPS Next Day shipping does not guarantee deliver on Saturdays , Sundays or Holidays. All Next Day Shipping Orders placed Monday thru Thursday will arrive the following business day when choosing that option at checkout. Orders placed after 2P on Thursday evening will not arrive until the following week. During Normal Business hours, please call the shop for additional information.

WAREHOUSE PICK-UP

BBQ Pro Shop offers pick up at our warehouse location at 3332 Commercial Ave, Northbrook, IL 60062 M-F from 9a to 5P, we can arrange for afterhours contactless pick up if you prefer. Once your order is fulfilled, we will send you a confirmation email and this will be placed in our door for pick up or can be loaded into your car if that is your preference. Just call us at (866) 944-8758 to confirm if you have any questions!

INTERNATIONAL SHIPMENTS 

BBQ Pro Shop is happy to provide you with shipping throughout most of the world via FedEx International Shipping options. We have negotiated rates with FedEx and pass those onto you. We will charge you at checkout for the shipping, package and send the product to you. It is your responsibility to pay for all taxes, duties and any local fees required to receive your package. BBQ Pro Shop will not be liable for return shipping and if charged, reserves the right to charge your method of payment for any return freight. We will also not provide any credits or refunds for products refused by the recipient. You are 100% responsible for shipments after they are handed off to FedEx. If there is any damage or issues and the product as received is not able to be used, contact us so we can work on a resolution. 

ROUTE PROTECTION

WE HIGHLY ENCOURAGE YOU TO BUY ROUTE PROTECTION this will assure a quick and painless replacement process. The following is covered by a Route, a third party application that is designed to provide you with peace of mind during the shipment process and handle any claims due to lost, stolen or damage on the way to you. Below is what is covered by Route:

Damaged

• File shipping issues for damaged items with photos of the package and item (required) and no later than 15 days from when it was marked delivered

Marked As Delivered (Stolen)

• Shipping issues can be approved no earlier than 5 and no later than 15 days from when it was marked delivered
• Orders over $100 USD require a police report

Stuck In Transit (Lost)

• Shipping issues can be approved no earlier than 7 days and no later than 30 days from the last update (US), 60 days from order date
• Shipping issues can be approved no earlier than 20 days and no later than 30 days from the last update (International), 60 days from order date

BBQ Pro Shop will always stand behind anything that we ship and make it right, so please contact us if you have any questions or concerns. 

SHIPPING RATES

All orders will be shipped via Federal Express, UPS or USPS Priority Mail depending on item weight, size and current lead times. 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. Typically, orders placed by 1:00P CST, Mon-Fri (excluding holidays), will process and ship on that same day. Orders placed after that period will typically process and ship on the next business day. Due to 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. A backorder 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. BBQ Pro Shop is not responsible for weather or volume related delays due to carrier delivery issues.

DAMAGE CLAIMS

Once your order leaves our warehouse, BBQ Pro Shop is not responsible for any carrier damages. It is the responsibility of the customer to file a damage claim with the carrier (UPS, USPS, FedEx, etc) to recoup the cost of the product. BBQ Pro Shop will make any situation right with our customers who receive damaged product - we evaluate each claim on a case-by-case basis.

Was there any damage in transit? Email us a photo: info@bbqproshop.com and include your first/last name, order #, and the broken product name with the quantity damaged to be reviewed for a claim. We review each situation on a case-by-case basis. If we determines that you are eligible, we will issue you a store credit or replace the product.

- Damage claims can only be made within 7 days of your order being delivered. Any damage claims made outside of that timeframe will not be considered.

- DO NOT sign for your order if the packaging or product is visibly damaged. Refuse delivery and send us an email: info@bbqproshop.com. Please include your first/last name and order # so we can better assist you.

- Replacement shipments (if approved) will be shipped out via standard/ground shipping. They will not be expedited.

RETURNS

IMPORTANT: Please carefully consider your purchase before confirming your order at BBQPROSHOP.COM. As a matter of strictly enforced company policy, 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. 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, please contact us for 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 approved return merchandise must be returned within 30 days from the date of purchase, complete and in resalable 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.

CONTACT INFORMATION

We will always strive to make any situation right, please contact us at info@bbqproshop.com if you have ANY concerns and we will work with to make sure you are satisfied.

Email: info@bbqproshop.com
Call Us (24/7): (866) 944-8758 (North America Only)
Customer Service Hours - 9a-5p CST
International Please Email or Use Contact Us Page