You may return most items within 30 days of delivery for a full refund of your purchase price. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply contact us at 855-696-0890 and one of our team members will assist you with our return procedure. We'll notify you via e-mail of your refund once we've received and processed the returned item.
In an effort to minimize damage, we ship all of our grills via freight carrier. This means that your grill will be secured to a pallet and shipped using a "semi" / "18-wheeler." This insures the highest probability of your grill arriving free of damage as it will not encounter near the amount of abuse as items that are shipped via Ground service. We use different freight carriers to best service our customer’s geographical areas and orders are processed Monday through Friday from 9am to 4pm Eastern Standard Time. Rec Tec Grills offers Residential Curbside with Lift-gate Service delivery; and signature is required at delivery. Each customer will receive an email when the order ships and this email will contain the name of the freight carrier and a tracking number with expected delivery date to that freight carriers local hub, at which time the freight company will call you to schedule your delivery window.
RESIDENTIAL CURBSIDE DELIVERY WITH LIFT-GATE SERVICE DETAILS:
Includes the freight driver (only 1 person) unloading the package from the truck with a lift-gate and a pallet jack. They will place the package as close to the curb of the destination address as possible. Once, the package is unloaded off of the truck it is the responsibility of the customer to move it inside the delivery address. This is not a garage delivery.
For residential deliveries: The Delivery appointments are made by the freight carrier. The freight carrier will be instructed to call you and schedule a delivery appointment when your order arrives to the delivery terminal. Rec Tec Grills is not responsible if deliveries are late or missed due to unforeseen circumstances.
For Business deliveries: All business deliveries will be made without an appointment during normal business hours Monday through Friday.
All residential and business deliveries made by these LTL freight carriers will be from a 48 to 53 foot tractor-trailer (semi-truck)
Some municipalities and some delivery areas prohibit truck freight delivery in residential areas. In these circumstances customers may have to arrange pick-up at the local trucking distribution center or an area more accessible.
The drivers come equipped with a pallet jack to assist them in moving the order. If a customer’s driveway is unpaved or too steep, or just inaccessible, the driver at his/her own discretion will move the package as far as he/she may go or just deliver it to the curb of the address.
Customers who refuse the delivery because the driver was unable to provide the garage or even curbside delivery will be charged all shipping charges to and from the address of delivery plus a 15% restocking fee for the order. These fees will be deducted from the original purchase price of the order prior to refund.
All customers must be available to take delivery of their order when contacted by the carrier within 5 business days. Customers whom cannot take immediate delivery due to the customer’s unavailability may result in additional freight charges and/or storage fees. Rec Tec Grills reserves the right to authorize a return of any freight that is found to be undeliverable where the customer, after repeated attempts, is found to be unavailable for contact. The customer will then be responsible for all shipping charges to and from the address of delivery plus a 15% restocking fee for the order. These fees will be deducted from the original purchase price of the order prior to refund.
Customers whom cancel their orders after the order has shipped will be responsible for all the shipping charges to and from the delivery address.
FREIGHT ACCEPTANCE POLICY & PROCEDURES
Upon delivery please inspect the order prior to signing the delivery receipt. The driver of the freight carrier is required to give you enough time to remove packaging prior to signing for the freight. When signing the receipt you will be agreeing to the terms and conditions set forth by the carrier which clearly states that you have received the shipment in good condition. Please note on the receipt prior to signing, all noticeable signs of damage such as tears in the box or indentations, etc… If there are any visible signs of damage to the packaging please show the driver and further inspect the order to determine if there are any damages to the contents. Note all damages on the receipt before signing. At the time of delivery it is the customer’s right to refuse an order that has been damaged during shipping.
IF YOU HAVE ANY QUESTIONS REGARDING SHIPPING, DELIVERY, OR RETURNS; PLEASE GIVE US A CALL (855)696-0890