Frequently Asked Questions
How can I get my order confirmation email resent?
If you did not receive an email confirmation, make sure to check your spam folder (and also the "Promotions" tab in Gmail). If you still cannot find it, a copy of your order is accessible on our site by clicking "Order Status" in the upper right hand corner. If you have created an account, an entire order history is available by signing in to "My Account". If you have any questions or would still prefer an email, please contact us at firstname.lastname@example.org to request that your invoice be resent.
*Please note that if you used Amazon payments, you may not be able to acess your order. If this occurs, simply emial us at email@example.com so we can send you a link to your order.
How can I modify my order?
If you need to make changes to your order after the order is placed the best way to do so is to call us at 855-430-3500. We try to process orders quickly so that you can receive your order in as little time as possible. Contacting us via phone right away wil ensure we can modify your order before it has been packaged and shipped. If you do not reach us at, please email us at firstname.lastname@example.org or leave us a voicemail so that we can return your call as soon as possible.
Why does my order show "canceled"?
An order is put into "canceled" status if there is any problem with form of payment. The payment status will also reflect this information. If your order was completed correctly, the order page will notify you that your order was a success and you will receive an email confirmation of the order, along with confirmation of payment. Please email us at email@example.com if you have any questions.
What information do I use to locate my order status?
You can find the Order Status link in the upper right hand corner of our website. You will need your order number and email or a tracking number. Your order number is provided at the time you completed your order, and is also listed on the confirmation email.
Please not if you used Amazon Payments, you may not be able to access your order. If this occurs, please email us at firstname.lastname@example.org so we can send you a link to your order.
Where can I order parts for my products?
If you originally purchased your items from us, please give us a call and we can usually order manufacturer parts for you. If you did not purchase the item(s) from us, we do offer a wide range of aftermarket grill parts. For other types of items, it is usually best to contact the manufacturer directly. Please feel free to contact us and we will be more than happy to assist you in finding parts or replacing your product.
How does Freight delivery for large items work?
Standard freight shipping includes free curbside delivery and lift gate service. This is a complimentary service and is designed to expedite the process if unloading your package. After placing your order, the freight company will transport your order to their shipping terminal. Once there, the shipping company will contact you to schedule a time to drop off your delivery. The driver will take your delivery off the truck for you, but it is your responsibility to bring it on to your property. You are required to sign for and inspect the product upon arrival. It is extremely important for you to provide your main contact number at the time of checkout, so that the shipping company can contact you. For more information, go to our Freight Help page, and print out a copy of our Shipping Checklist.