Help & Customer Service FAQs

BBQGuys is committed to making its website accessible to all individuals. If you are in need of Accessibility Assistance, please review our Accessibility Statement or contact us with accessibility related questions.

If you did not receive a confirmation email, make sure to check your spam folder (and also the Promotions tab in Gmail). If you still can’t find it, a copy of your order is accessible on our site by clicking Order Status in the upper right hand corner. If you've created an account, an entire order history is available by signing in to My Account. By being an account holder, you also get to take part in the free Rewards program and other cool features. If you have any questions or would still prefer an email, chat with us or message us to request that your invoice be resent.

Please note that if you purchased through Amazon.com, Amazon's policies will keep your email address private. If you used Amazon Payments, you may not be able to access your order. If this occurs, chat with us or message us and we can send you a link to your order.

We try to process orders quickly so that you can receive your order in as little time as possible. Our warehouse could begin routing, boxing, and shipping your order within 5-10 of it being being placed. The best way to make changes to your order is to chat with our support team, or call us at 1-877-743-2269 as soon as possible to ensure we can modify it before it has been packaged and shipped. Outside of support hours? Leave us a message and we’ll follow up.

An order is put into canceled status if there is any problem with the 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 chat with our support team or message us if you have any questions.

Order Status can be found in the upper right hand corner of our site. You will need your order number, as well as the zip code and the last name used for billing. Your order number was provided at the time you completed your order, and is also listed on the confirmation email.

Please note that if you purchased through Amazon.com, Amazon's policies will keep your email address private. If you used Amazon Payments, you may not be able to access your order. If this occurs, chat with us or message us and we can send you a link to your order.

Many of the products we carry offer exceptional warranties, and the manufacturers have various networks of authorized repair technicians. If you have a problem with an item that you purchased from us, chat with us, call us at 1-877-743-2269, or leave us a message. We'll be happy to help you troubleshoot or connect you with the appropriate manufacturer.

BBQGuys offers free outdoor design services. We've put together some resources for outdoor kitchen planning to help you get started. When you talk to one of our design experts, we will ask for some detailed information to make sure we model your space as accurately as possible. The more specifics you can provide, the better! Once we have all of the information, it takes about take 3-5 business days to finalize the sketch.

Here's what we'll need to get started:

• A list of products, features, and brands you are interested in.
  • We know shopping for outdoor kitchen components can be overwhelming. Please feel free to talk to a BBQ Expert for suggestions and advice. With over 15 years of hands-on product experience and knowledge, we can offer honest opinions and sound advice so that you can get the most out of your outdoor area. Be sure to review our articles on 10 Essential Outdoor Kitchen Appliances and 8 Biggest Outdoor Kitchen Mistakes to Avoid.
  • If you already know exactly what products you want, you can get a head start by adding them to your cart. Give us the "Order Reference Number" in the upper left corner of the cart page when you call, and we'll be able to access your chosen products.
• Dimensions and space restrictions
  Providing us with specific measurements will help us ensure that chosen products will fit in your space while still providing the style and function that you want. Try to think of your outdoor kitchen area as an extension of your home. Check out our article on Planning Your Outdoor Kitchen Zones to get started.
• Details about construction and materials
  Will you be using a contractor or is this a do-it-yourself project? Do you have a specific look in mind? Do you have any samples or photographs you can share with us?
• A rough sketch of your vision
  Simply jot down a rough sketch of your desired design. Graph paper is a great way to begin, however, we'll accept any drawings (even hand drawn on a cocktail napkin!)
• A photo of your current outdoor space
  Snap a quick picture on your phone or camera and email it over. We will use this image to set up the environment elements for the drawing and to make sure we are accounting for every detail. Keep that picture, too! You're going to want to have before and after pictures to show your friends and family. If you send your before and after pictures back to us, we'll feature it in our Outdoor Kitchen Photo Gallery!

If it is listed that there is a rebate, the forms are usually available through a link directly on the item page. The link in your email confirmation will bring you back to that page. If there is not a link to a rebate form, it is usually because the rebate requires specific information or conditions to be met. In those cases, we will usually email the form directly to you, if your order is eligible. Chat with us or message us if you have any questions or didn't receive a rebate form.

You must have a Rewards account to accrue points. Your balance can be viewed on the main page after logging in under My Account. As long as you are logged in, you will see your available points at checkout and have the option to use them. If you are not logged in when you complete an order, chat with us or message us and we can apply your order to your Rewards account in approximately 2 business days.

Yes! We have 2 physical locations, one at 1811 N Airway Drive, Baton Rouge, Louisiana, 70815 and the other at 6310 Town Square Bld 1100 Ste 150 Alpharetta,GA 30005. We are proud to bring our great products to you in person, but if you live outside of our local area, we offer shipping to all fifty states!

Learn more about our Design Center locations.

If you originally purchased your item from us, we can usually order manufacturer parts for you. If you did not purchase the item 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. Chat with us or call us at 1-877-743-2269 and we will be happy to offer assistance finding parts or replacing your product. Outside of support hours? [Leave us a message] and we'll follow up.

Items that are too large for standard delivery are shipped freight. Look out for your shipping confirmation email, where we will let you know whether your order will be shipped freight and provide options for shipment tracking.

Freight shipping includes curbside delivery and lift gate service only. The driver will take your delivery off the truck for you, but it is your responsibility to bring it on to your property. We suggest having helpers on standby to assist you in moving your items from the curb.

When your products arrive, inspect them for any damaged or missing items. You may note any damaged or missing items and sign for the delivery or refuse your delivery altogether if multiple items are damaged.

• If you refuse delivery, you must refuse the delivery in its entirety, not merely the damaged items.
• Chat with our support team or call us right away at 1-877-743-2269 if any items are missing or damaged. You have 5 calendar days from the day of delivery to report issues.
• If the shipping company needs to contact you for any reason, they will use the main contact number you provided at the time of checkout.

Products ordered from BBQGuys either ship directly from the manufacturer, or one of our many distribution centers located in the following locations: Baton Rouge, Louisiana; Mechanicsburg, Pennsylvania; and San Bernadino, California.

Browse our list of available positions and apply online!