Request a Return

BBQGuys wants to make sure that your shopping experience is an excellent one and if for some reason, a product is not to your satisfaction, we can offer solutions.

Item(s) must be in unused, unassembled condition and returned in the original packaging within 30 days of delivery.

Items that are not eligible for return include the following:

• Used items, including items that have been installed or assembled.
• Clearance items.
• Warehouse Deal Items.
• Custom-made, special-order and made-to-order products.
• Items marked “non-returnable” in the item description.
• Items requested outside of the 30-day return period.
• Urban Bonfire
• Kalamazoo

If your item qualifies for return you can start the process with the “Submit a Return Request” button below. Please be aware of the following information regarding how this process will proceed:

• All shipping (to and from) costs are deducted from the refund.
• You will receive an email confirming we received your request that will include additional details on the process.
• An itemized Return Authorization, return shipping labels, and detailed instructions will be emailed to you upon approval. Approved returns must be returned within 30 days of receiving approval.
• If your return will be coming back via freight truck, we will require you provide us a photo before your return will be authorized. This can be as simple as a cell phone pic! We just need a “before” picture in case there is any damage to the item on its way back to us.
• Your return must be properly packaged in the original outer & inner packaging to help reduce damage and include all original parts, manuals, pieces, packing slips, etc.
• After BBQGuys receives and inspects the return, your refund will be issued. The processing time for the refund will depend on the payment option used for the order.
• Any items returned outside of this process or 30-day period are not eligible for a refund.

• Any items returned on your own are not eligible for a refund.

To request a return, please use fill out our Return Form to start the returns process . If you have any questions, please feel free to contact our customer service department at 1-877-743-2269.

Submit a Return Request

Exchange Options:

1. If you need the product right away, you can purchase a replacement on a new order to get it shipped out as soon as possible. Then return the original item and we’ll refund you for the original once we’ve received it back to our warehouse in “Like New” condition.

2. If you can wait a little longer, return the original item and once we’ve received it back to our warehouse in “Like New” condition, we’ll refund you for that purchase, then have you purchase the replacement on a new order and we’ll ship the replacement as soon as possible.

Custom made-to-order/special order items are made to your specifications. Due to the custom nature of made-to-order/special order items, all sales are final. Made-to-order/special order items defective due to manufacturing will be repaired/replaced as long as the claim is made within the warranty period offered by the manufacturer. Custom pieces damaged in shipping will still follow all steps for a freight claim. All Custom pieces will be repaired or replaced with an item of the same nature as previously ordered. You will not be allowed to order an item that differs from the damaged or defective item.