Hey Grill Masters! At Outdoor Grill Life Shop, we’re passionate about delivering premium grill accessories and outdoor cooking equipment right to your doorstep. We want every aspect of your experience with us to be as satisfying as a perfectly grilled steak. Below you’ll find all the details on how we get your gear to you and our policy if things don’t go as planned.

Shipping Information

Order Processing Time: We’re firing up the grills and getting your order ready! All orders are processed within 1-2 business days after payment is confirmed (excluding weekends and holidays).

Shipping Methods & Timeframes: We ship globally (excluding Asia and some remote areas).

  • Standard Shipping: Shipped via DHL or FedEx.
    Delivery: 10-15 business days after shipment.
    Flat Rate: $12.95
  • Free Shipping: Available on orders over $50, shipped via EMS.
    Delivery: 15-25 business days after shipment.

You will receive a tracking number via email once your order ships so you can follow your new gear on its journey to you!

Returns & Exchanges Policy

We stand behind the quality of our products. If you’re not completely satisfied, we’ll make it right.

Return & Exchange Timeframe: We accept returns and exchanges within 15 days from the date you receive your items.

Condition of Items: All returned products must be in original condition – unused, unassembled, and in their original packaging with all tags attached.

Non-Returnable Items

For the safety and hygiene of our entire community of grill masters, the following items cannot be returned or exchanged once opened:

  • Burners & Ignitors (gas components for safety reasons)
  • Infrared components (specialized heating elements)
  • Gas Valves (critical safety components)
  • Cutting Boards & Grill Mats (for hygiene reasons)
  • Brushes (hygiene products that cannot be resold)
  • Any custom or special order items (including outdoor kitchen islands and custom grill covers)
  • Any item that shows signs of use, assembly, or is not in its original condition.

How to Initiate a Return or Exchange

Follow these simple steps to fire up a return or exchange:

  1. Contact Us: Email our customer support team at [email protected] within 15 days of receiving your order. Include your order number and reason for return/exchange.
  2. Get Authorization: We’ll email you a Return Authorization Number and instructions.
  3. Pack It Up: Securely package the item in its original packaging.
  4. Ship It: Ship the item to our returns facility (see address below). Return shipping is at the customer’s expense unless the error was ours.
  5. Inspection & Resolution: Once received and inspected, we’ll process your refund or exchange.
Pro Tip: We recommend using a trackable shipping service and purchasing shipping insurance. We can’t guarantee we’ll receive your returned item and cannot process a refund without it.

Return Shipping & Address

Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product).

Once your return is approved, please ship your item to:

Outdoor Grill Life Shop
Returns Department
4549 Brannon Avenue
Jacksonville, US 32256

Refund Processing

Once your return is received and inspected (typically within 5 business days of arrival), we’ll send you an email notification.

Your refund will be processed to your original payment method:

  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days after processing.
  • PayPal: 3-5 business days after processing.

Please note: Original shipping fees are non-refundable. A restocking fee may apply for opened boxes or missing packaging.

Exchange Processing

Exchanges are subject to product availability.

  • If the item you want is available, we’ll ship it once we receive your return.
  • If the exchange item costs more, you’ll need to pay the difference.
  • If it costs less, we’ll refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item, contact us immediately at [email protected]. Please include your order number and photos of the damage. We’ll arrange for a replacement or refund and provide a prepaid shipping label if needed.

Happy Grilling Guarantee

We’re committed to your complete satisfaction with our outdoor cooking products. If you have any questions, just contact us at [email protected]. Our grill experts are here to help!