Customer Service FAQs

What countries do you ship to?

We ship to the United States and Canada. For European orders please visit us at grillpartsreplacement.fr

Where do you ship from?

We have warehouses in many states in the US and the fulfillment center will choose the nearest warehouse to deliver according to your address. For Canadian orders, we generally ship from local warehouses in Canada, and some are shipped from the United States. For European orders, we have warehouses in different countries in Europe, and we will choose the nearest delivery.

Do you offer free shipping?

We offer standard free shipping on all orders within the United States. If you need expedited shipping, you can purchase corresponding expedited services, such as NextDay Delivery, 2-Day Delivery, and 3-Day Delivery. For Canadian orders, you may be charged an amount for shipping, which you can see at checkout.

What payment methods do you accept?

Can I get a discount?

Did I order the correct parts for my grill?

Due to the fact that many customers have purchased wrong items without knowing till they received it. The return and restocking will cost both money and extra time for both of us. So before the shipment we will send you an email to confirm your grill model and dimensions to avoid wrong purchase. We will correct your order and ship it ASAP after your reply.
Or you can contact us via Support@grillpartsreplacement.com , online chat or (214) 238-5374 before ordering. Kindly send us your grill pics with the model label, we will identify the correct parts for your grill.

I put the wrong shipping address on my order, how do I correct it?

Please send us the correct shipping address to us via Support@grillpartsreplacement.com , online chat or (214) 238-5374. We will correct the address for you before shipment.

W hen will my order be shipped?

We will ship the same or next business day for most of the items in-stock. Most standard orders are delivered within 7 business days. For orders paid for expedited shipping, we provide NextDay Delivery, 2-Day Delivery, and 3-Day Delivery service respectively.

How do I track my order?

Once your order has shipped, we will send you a confirmation email notifying you of the tracking number of your package. For orders containing multiple items, we may split them into multiple packages and send them out. If you only received part of your order, it may be that other items are still on the way. You can also contact us at Support@grillpartsreplacement.com for details.

The tracking info has not been updated for a long time, what should I do?

If your package tracking information has not been updated for a long time, it may be that the package was lost during transportation. This happens sometimes, please contact us in time to resend the package for you.

I received the wrong part, what should I do?

If the part you received does not fit your grill, please email us with the pics of your grill model label. We will identify if you ordered the wrong part for your grill model or we sent the wrong item. Then our support team will take care of the follow-up for you.

The parts received are damaged, what should I do?

If the part you received is damaged or you believe it is defective, please send us some pics of it via Support@grillpartsreplacement.com , (214) 238-5374 or online chat. We will identify this and process it for you ASAP.

My order was marked as delivered, but I never received it. What should I do?

Please confirm if you put the correct shipping address on your order. If it is correct, you can look around your home to see if the courier placed the package at your door or porch, also you can ask your neighbors if they received it. As we know, when the courier delivers the package, it may randomly place the package somewhere in your address and leave without contacting you by phone, so that you can't find the package, or they delivered it to the wrong address. If you still can’t find your package, please reach out to us for help.

What is your Return Policy?

Please notice that you have 45 calendar days to return the items from the date you received them. Please click here to check the return policy.

Can I cancel my order?

If you decided to cancel your order after placing it, please email us with the reason for cancellation: aftersales@grillpartsreplacement.com within 12 hours of payment. We will cancel it before shipment. For cancellation requests made within 12 hours, we will cancel your order and give you a full refund; for cancellation requests made 12 hours after your order time, your order has been packaged and picked up by the carrier, it is too late to cancel the order. We will process it as a return request and you will be responsible for the return shipping cost and a 20% restocking fee will be charged.

Warranty and Replacement Parts

Grillpartsreplacement warrants grill parts sold to be free from defects in materials and workmanship. All parts are guaranteed for 1 year from the date of original receipt. If a defect occurs during the warranty period, please reach out to us at Support@grillpartsreplacement.com , our support team will process it for you.

To be eligible for this warranty:

You must provide proof of purchase. Order number #SFXXX and the email you purchased with.
The defect must not be a result of improper installation, misuse, abuse, or normal wear and tear.