Email: customerservice@bbqguys.com Chat with us: Chat (During business hours) Phone: Toll Free: 1-877-743-2269 The Grill Store & More 4117 Rhoda Drive Baton Rouge, LA 70816 customerservice@bbqguys.com We are a subsidiary of The Grill Store & More, LLC. of Baton Rouge, Louisiana. All purchasing transactions take place over a secure connection. This means that while theoretically someone could be listening to the conversation between your computer and our server, they could not understand it. It is encrypted with the highest standards and latest technologies possible. As for personal information, we will not give any information you confide in us to any other companies without first recieving consent from you. We realize that your personal information is given to us for purchasing and shipping reasons only, and we respect that. If you have any questions, please call us toll free at 1-877-743-2269. Item Info and Pricing: The Grill Store & More reserves the right to change item pricing or information at any time. As a result, prices on our website may not be accurate. If an item is ordered off of the internet before we have updated our prices, the purchaser will be notified and given the option to cancel or pay the difference. If the price of an item is lowered after a purchase is made, The Grill Store & More will not refund the difference to the customer. Shipping: All shipments, unless specifically denoted, are curb-side shipments. In home delivery is neither implied nor offered without additional charge, and is not neccessarily available even if the customer is willing to pay more for it. The Grill Store & More does not charge shipping on items with a free shipping icon next to them on our website. We use UPS for smaller items (which means we cannot ship to PO or APO boxes), and larger items go freight. We reserve the right to choose which freightway carries your shipment. We do not, however, control the shipping companies (freight or UPS). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day, and we can only approximate delivery times. Bascially we only know what they tell us from that point on. We wish we had more direct control over shipments, but that is not how shipping companies work. If, upon inspection of a shipment, the product itself is visibly damaged, Call us while the driver is still there! Please open the package upon reciept, before the driver leaves, and inspect for damages. If you discover damage upon opening the box, note the damage on the freight bill and call us right away! This way, we have proof that the item was damaged by the shipping comany and not by the customer. If you do not inspect the shipment, and you sign for it, you legally state that the shipment arrived in perfect condition - even if there is undiscovered damage! This means that it will be virtually impossible to be reimbursed by the shipping company for damages. If you do not inspect your shipment for damages right away, we cannot be held responsible for the damages later. If you live in a large metropolitan area, difficulty in shipping may increase shipping prices. We will notify you before any additional charges are made if this is the case. Our in-stock orders will probably take about 7-14 business days to reach a customer. Any custom orders will take approximately 6-8 weeks. We ship to continental U.S. locations only. We also offer a White Glove Delivery Service. With this shipping option you can have your larger or heavier items set up inside or in your backyard. Please view the link for more information on this service. Product Exchanges or Returns: You can return any product within 30 days from date of shipment, EXCEPT: items which have been installed or used in any manner, or items which are special order such as custom color (ie: outdoor kitchens, color ranges, etc.). All returned items will be subject to a 15% restocking fee. This is because even if a product is returned in resalable condition, we still have to pay for the box, the bubble wrap, the 3-5% credit card fees, and the labor that went into shipping the item. If we sold or shipped you the wrong item, we will refund your entire amount. All returns require previous communication with The Grill Store & More. Please do not simply ship items back. Items must be returned prepaid in resale condition with all documentation, hoses, etc. Contact us to schedule a return and check back with us several days after you have shipped it. We will not be held responsible for a refund if a follow up call is not made by the customer. If an item is damaged, or if we sent the wrong item, we will pay for the return shipping, and we will get the correct item to you at no extra cost. This rarely ever happens, but unfortunately it does happen every once-in-a-while. If we shipped an incorrect item to you or if you recieved a damaged item, we apologize. Please call us toll free at 1-877-743-2269, and we will correct the situation. Sales Tax: We are required to charge tax on purchases made from Louisiana. The sales tax rate is 4% for Louisiana. This amount will be added to your merchandise total and reflected on your credit card charge. On sales to any state other than Louisiana we do not collect tax! |
