Frequently Asked Questions

You can shop directly on our website — add items to your cart and check out securely using any major credit card, PayPal, or other accepted payment methods. If you need help selecting the right grill or have questions before purchasing, reach our team by phone, email, or live chat and we'll be happy to assist.

Contact us as soon as possible — we process and ship orders quickly. If your order has not yet shipped, we can modify or cancel it at no charge. Once an order has shipped, it cannot be canceled and will need to go through our return process.

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, and other payment options available at checkout. All transactions are processed securely through our payment provider.

Yes — buy now, pay later financing may be available at checkout through our payment partners. Look for installment options at the payment step. Approval and terms are determined directly by the financing provider.

Free shipping is available on qualifying orders within the contiguous 48 United States. Eligible products are marked on their individual product pages. We do not ship to Alaska, Hawaii, Puerto Rico, or other US territories under standard rates — please contact us for availability and pricing on those locations.

Freight shipping is used for large, heavy items (typically 90 lbs or more) that cannot ship via standard parcel carriers. These shipments travel on semi-trucks on standard pallets.

• After your order ships, the freight carrier will call you to schedule a delivery appointment. You must be present to accept delivery.
• Freight delivery is curbside only — the driver will bring your item to the curb or end of your driveway. Interior delivery and assembly are not included.
• A lift gate is included on most shipments to lower your item from the truck to ground level.
• Semi-trucks require clear, accessible streets. If your location has narrow roads or restrictions, contact us before ordering.

Once your order ships, you will receive a confirmation email with tracking information. For UPS and FedEx shipments, track directly on their websites. For freight shipments, the carrier will contact you directly to confirm your delivery appointment. You can also log into your account on our site to view your order status at any time.

We ship within the contiguous United States. We do not currently ship freight items internationally or to Alaska, Hawaii, Puerto Rico, or other US territories. If you require shipment to a US-based freight forwarder for international delivery, please contact us before placing your order.

Freight carriers use large semi-trucks that cannot navigate very narrow, dead-end, or obstructed streets. If your delivery location has access limitations, you may need to pick up your order at the nearest freight terminal. Additional fees may apply for remote or limited-access areas. Please contact us before ordering if this may be a concern.

Before signing the delivery receipt, inspect your shipment in the driver's presence:

• Check the pallet and packaging for visible damage, tears, or punctures.
• Count all pieces and verify they match your order.
• Open boxes and inspect the product itself for dents, scratches, or damage.
• If any damage is found, write "Damaged" on the delivery receipt before signing and take photos immediately.
• If damage is significant, you have the right to refuse delivery — contact us immediately if you do.

Report any damage to us within 5 calendar days of delivery. Email us with your order number, a description of the damage, and clear photos of both the packaging and the damaged item. Depending on the situation, we may offer replacement parts, a discount, or arrange a return and replacement. Damage reported after the 5-day window cannot be processed.

We strongly advise against this. If you authorize the carrier to leave the delivery without a signature, BBQ Grill Elite cannot be held liable for any damage, missing pieces, or loss. Signing for a delivery — or authorizing delivery without a signature — means you accept the shipment in its current condition.

Concealed damage can happen even when packaging looks intact. We strongly recommend opening and fully inspecting your product immediately upon delivery — even if you're not planning to use it right away. Report concealed damage within 5 calendar days with photos. We cannot process claims after this window.

Contact us within 5 calendar days of delivery. Note any missing items on the delivery receipt before signing if you notice them at the time of delivery. For smaller hardware or components, we may direct you to the manufacturer's warranty support, which typically ships replacement parts quickly at no charge.

We accept returns on unused, unassembled items in their original packaging within 30 days of delivery. To be eligible:

• The item must be in new, unused, and resalable condition.
• All original packaging, parts, manuals, and accessories must be included.
• You must obtain a Return Merchandise Authorization (RMA) number from us before sending anything back.

Items that have been assembled, installed, or used are not eligible for return. Shipping costs (original and return) are deducted from your refund.

The following items are not eligible for return:

• Products that have been assembled, installed, or used in any way
• Items returned without an approved RMA number
• Items returned after the 30-day window
• Special-order or custom-configured products
• Gas-fired products (once gas has been run through the unit)

Contact our support team by email or phone to request an RMA number. Once approved, we'll provide return instructions and an RMA number to write clearly on the outside of your return package. Items sent back without an RMA cannot be processed. For freight returns, a photo of the item is required before it ships back and it must be properly palletized in original packaging.

Once we receive and inspect your return, your refund is processed to your original payment method. Bank processing typically takes 5–10 business days after we issue the refund. Original and return shipping costs are deducted from your refund amount, including any shipping cost we incurred if free shipping was used on your order.

Yes, if your order has not yet shipped. Contact us immediately with your order number. Once an order has shipped it cannot be canceled — you'll need to receive it and initiate a return. For freight orders already in transit, a routing or redirection fee may apply.

All products sold at BBQ Grill Elite are covered by the manufacturer's warranty. Coverage varies by brand and model — most grills include 1 to 5+ years on the firebox and burners, with shorter coverage on components. Specific warranty terms are listed on each product page. As an authorized dealer, every product we sell qualifies for full manufacturer warranty support.

For defective products within the warranty period, contact our support team with the following:

• Your order number and proof of purchase
• The product's serial number (found on the unit)
• A description of the issue
• Photos or video showing the defect

We'll submit the claim to the manufacturer. Resolution may include replacement parts, a service repair, or a full replacement unit — all per the manufacturer's warranty terms.

Manufacturer warranties cover defects in materials and workmanship under normal use — not damage from misuse, improper assembly, failure to follow care instructions, or normal cosmetic wear such as surface rust or heat discoloration. Always refer to your product's specific warranty documentation for full terms.

We're still here to help. While we cannot file a warranty claim for out-of-warranty products, we can assist in sourcing replacement parts or direct you to the manufacturer's parts department. Contact our team and we'll do our best to find a solution.

Yes — BBQ Grill Elite is an authorized dealer for all brands we carry. Every product we sell is brand new, covered by the full manufacturer's warranty, and backed by official dealer support. You can shop with confidence knowing you're receiving 100% authentic products, not gray-market or refurbished items.

A general guideline: plan for 72–100 square inches of cooking area per person. A 450 sq. in. grill comfortably serves 4–6 people; for larger gatherings of 10 or more, look at 700+ sq. in. models. Our product pages include cooking capacity guidance, and our team is happy to help you find the right fit.

• Gas grills (propane or natural gas) heat up fast, offer precise temperature control, and are ideal for everyday convenience.
• Charcoal grills deliver classic smoky flavor and high searing heat — loved by purists, but require more active fire management.
• Pellet grills use compressed wood pellets fed by an automated auger, providing real wood smoke with digital temperature control — a great middle ground.

Not sure which is right for you? Contact us and we'll walk you through the options based on how you cook.

Many gas grill models are available in both propane (LP) and natural gas (NG) configurations. Where available, select your fuel type on the product page. Some models offer a natural gas conversion kit sold separately. Natural gas grills require a dedicated gas line and should be connected by a licensed professional.

You can reach us through any of the following channels:

• Email: contact us via our Contact page and we'll respond within 1 business day.
• Phone: call us during business hours for immediate assistance.
• Live chat: available on our website during business hours for quick questions.

Our support team is available Monday through Friday during regular business hours. Inquiries submitted outside business hours will receive a response the next business day. Urgent shipping or delivery concerns are prioritized — include your order number for the fastest response.

Don't hesitate to reach out directly. Our team includes knowledgeable BBQ and outdoor cooking experts who can answer product questions, help with orders, walk you through freight delivery, or assist with warranty claims. We're committed to making sure every customer has a great experience from first click to first cook.