Returns Request Form

We want you to be pleased with your purchase from That is why we offer one of the best return policies in the industry:

If for any reason you are not satisfied with your purchase, please contact us within 5 business days of receipt of your order so we may take steps to satisfy you. We will be happy to help process an exchange for different parts or to provide you with a Return Merchandise Authorization Number (RMA#) if you would like to return the order. (Sometimes you may find the grill is beyond repair during the repair process.) Once you have your RMA#, please write it on the outside of the return packaging and return the parts in like-new condition for a refund. Please package parts carefully to avoid damage during return shipping. If you are returning the entire order, we will provide you with a refund of the order total minus our shipping cost. If you are returning part of an order, we will refund you for the part or parts you return less any applicable discounts. Please note for partial returns or exchanges, if the part or parts you return or exchange drops your order subtotal to the previous discount level, the lower discount will be applied to your entire order. Likewise, if you are exchanging for an item of greater value that raises your subtotal to the next discount level, we will apply that discount to the entire order.

Packing Errors:
Our warehouse staff is the best in the business, but due to large volume (especially during the busy season) and everything packed to order, mistakes can happen. If we have made an error in your order by shipping you something other than what is listed on your invoice, we will correct our mistake at no charge to you. Please call us to inform us of the issue and we will email you a Return Service Label (RSL) to return the incorrect product and then we will ship the correct product to you.

Shipment Issues:
We do our best to provide adequate packaging so your parts arrive in perfect condition, but shipping heavy and sometimes fragile items across great distances means there are opportunities for damage to occur. If your order arrives and any parts are damaged, PLEASE EMAIL [email protected] WITHIN 5 BUSINESS DAYS OF DELIVERY so that we may file a claim with the carrier. Include photos of the damaged parts and the packaging from all sides. (We know, it's annoying but we are required to have 6 photos to file a claim, one of the damaged product, and one each from the top and all four sides of the box.) If you are not able to email photos, you may request a mobile number to text the photos to. Don't worry, we won't make you wait for the claims process. Once we receive the photos, we will send your replacement(s) and take it up with the carrier.

The Details:
All returns received more than 30 days after order delivery date OR RECEIVED WITHOUT AN RMA# will be honored subject to a 15% fee. Please note that our payment system will not allow us to issue refunds more than 120 days after your initial order date, therefore, we can not provide a refund for returns received more than 120 days from the order date.

Again, please open your package within 5 business days of delivery in order to verify your complete order's condition and accuracy, and to notify us as soon as you discover an issue. If one product is damaged, please be sure to inspect all products. If one part doesn't fit, please check the rest of the parts. This allows us to correct any problem or problems as quickly as possible, to fully investigate the situation to prevent it from happening in the future and to file an accurate claim with the shipping company, if applicable.

Service items such as custom-cut grates, orifice drilling and the manual printing service are FINAL PURCHASES and therefore non-refundable. This applies to any Special Order items as well.

Used or altered items will not be accepted for return and are non-refundable.

Please address all returns to:
221 McDonough Parkway
McDonough, GA 30253

Include your name, order number, and the reason for your return. If you would like to exchange for another product, please include this information. We will issue credit or replacement within 5 business days of receipt. Please do NOT include anything other than the parts we sent to you and a note, unless we have specifically requested and/or authorized you to send something. For example, please do NOT include any of your original parts for us to "match" with one of our parts unless we have agreed upon such prior to you returning your order. If you do return original parts without authorization, we will still do our best to locate an appropriate replacement, however, if we can not, you will be responsible for return shipping if you would like the original parts back. Further, we will not be held responsible for the loss or damage of any unsolicited items which are sent to us.

Cancellation Policy:
Cancellations are honored up to the time your order is processed. If your order has already been packed, cancellation is not an option. Orders that have already been processed and/or shipped are subject to our Return Policy.