Shipping and Returns
GrillGrates have a 90-day money back guarantee. However, there are no returns/refunds for custom cut orders. Not completely satisfied with your GrillGrates? Did you order the wrong set by mistake? Please call or email us with your order # and the reason for your return. Pack the product (sets must include the Grate Tool) tight and secure in the original box, if possible. Include the packing slip or note indicating your reason for the return to:
100 Industrial Drive, Suite 100
Cartersville, GA 30120
The customer is responsible for the return shipping cost.
Once we receive your package, we will issue a full refund for the items included in your return- plus the shipping you paid on your original order. All credits issued through credit card companies should appear within 48 to 72 hours of processing. PayPal credits are issued immediately.
*Full refunds are only provided for full returns. If you only return part of your order, you will only receive a partial refund. Return shipping charges are refunded for orders shipped within the contiguous United States ONLY.
If you have mistakenly ordered the wrong size for your grill, please call or email us with your order number and we can place a new order for you to ensure you receive the correct product as soon as possible. You can also place your new order online, but please let us know you are returning your original order for refund. Please pack the product tight and secure in its original box, if possible. Include the pack slip or note indicating your reason for return. Once we receive it back into our warehouse we will issue a refund.
If we shipped you the wrong item or the product is defective, please call or email us with your order number and concerns. We will promptly ship you the correct item. We will include a return shipping label for the incorrect/defective item to be returned to us.
We can ship to virtually any address in the world.
PLEASE NOTE: Customs, Duties, and Taxes are the responsibility of the consumer.
We are committed to getting your order to you as fast as possible. Most orders ship within 2-3 business days. Some orders may ship in as little as a day. Once your order has shipped you will receive a shipment notification email, if you provided us with an email address.
2nd Day Service
We do offer 2nd-day service to our customers. You will be given this option at checkout. 2nd-day service will either be shipped via FedEx Express or UPS 2nd Day Air. Please note that Saturdays do not count as a delivery day for this service.
*SECOND DAY SERVICE IS NOT A GUARANTEE*
Carriers We Use
We ship FedEx, UPS, and USPS just depending on your location, the weight of your package, and the shipping method you select.
If you have any questions, or for overnight shipping, please call us at 1-877-380-2527.