Shipping policy
Order Processing & Fulfillment
The majority of orders received before noon EST will be shipped the same day. If your order can't be shipped the same day it will never be longer than 3 business days unless noted on the home page or shopping cart. Also, if you order after noon EST on Friday, your order will ship on Monday. All orders are processed in the order they are received.
Once your order ships, you will receive a confirmation email with tracking information.
Packaging & Discreet Shipping
To protect your purchase, all orders are shipped using plain, unbranded packaging. Each shipment is:
- Securely padded and reinforced to prevent damage
- Handled with care and spot-checked prior to leaving our facility
- Insured through the postal carrier for added security
We take every possible step to ensure your item arrives safely.
Orders containing multiple items may be split into separate shipments. This is done to protect the contents of your order in transit. If your order ships in multiple packages, you'll receive the "Master" tracking number and then it will show on the carriers site that there are "Multiple" tracking numbers associated with the Master tracking number.
Shipping Methods & Transit Times
Shipping methods and transit times vary by destination and carrier. Transit time estimates provided at checkout are supplied by the carrier and may change due to:
- Weather conditions
- Carrier delays
- Customs processing (for international shipments)
- Local delivery issues
Once an order is transferred to the carrier, delivery timelines are outside of our control.
Lost, Stolen, or Damaged Packages
Once a package is marked "Delivered" by the carrier, it is considered delivered to the customer. We are not responsible for packages that are:
- Marked delivered but not received
- Lost or misdelivered due to incorrect shipping information
- Stolen after delivery
Please note: for damaged packages we require pictures of the outside and inside of the box including pictures of the damaged product so a claim can be filed with the carrier. Notify Triple 9 BBQ at info@thebbqsuperstore.com for any claim.
Address Accuracy
Customers are responsible for providing a complete and accurate shipping address at checkout. We cannot replace or refund orders shipped to incorrect addresses provided by the customer.
If we identify a potential issue with a shipping address before an order is dispatched, we will attempt to contact the customer via email to resolve it. If we are unable to make contact within 2 days, the order will be cancelled and refunded in full.
International Shipping
International orders may be subject to:
- Customs duties
- Taxes
- Import fees
- Additional carrier handling charges
These charges are the responsibility of the customer. Delays caused by customs or border agencies are outside our control.
Customs Documentation
We do not provide invoices, commercial documentation, or any customs paperwork for orders. Customers are solely responsible for meeting any import requirements in their destination country. If your country requires documentation for customs clearance, please confirm local import requirements before placing your order.
Order Changes or Cancellations
Because of our ordering software, each order is treated as a single transaction and no additions or changes can be made without cancelling the initial order once the order has been placed. Please review your order carefully before submitting.
If a shipping issue or address concern arises that requires customer input, we will make every effort to reach you before the order ships. If we are unable to make contact to resolve the issue within 2 days, the order will be cancelled and refunded in full.
Questions
If you have questions about your order status or shipping details, contact us at info@thebbqsuperstore.com and we'll be happy to help.