Shipping policy

Shipping is calculated based on your zip code and the products you order. 

Please add items to cart and select your zip code to see your shipping cost. 

EXCLUSIONS:

  • FREIGHT: Freight items need to be quoted based on your exact zip code when noted in the product listing. 
  • Wood products do not qualify for free shipping. 
  • Custom orders do not qualify for free shipping. 
  • From time to time certain other items will apply. Please add your items to cart to calculate shipping to your address. 

FREIGHT SHIPPING

Freight shipping costs as specified in certain listings are ESTIMATED at checkout. If freight costs vary from what you have paid we will contact you immediately with a freight estimate and give you the option to proceed with the order or receive a full refund. 

NOTE: Freight shipments must be refused at time of delivery if there is damage to the item. We cannot process claims if you uncrate the item and know it was damaged at delivery. 

  • We will not ship grills to Hawaii or Alaska or anywhere else outside of the contiguous US unless we have given you a shipping quote for freight items before payment. 
  • Shipping for custom orders is calculated on a case-by-case basis
  • Based on freight liability and access there are certain zip codes we cannot ship to
  • Freight shipments typically leave the warehouse within 1 week but sometimes take longer. We will notify you with a timeframe on your freight delivery if it is outside this timeframe.
  • Once your item is picked up by the freight company it is subject to the terms and conditions of the freight company. Their policies and procedures are not under our control. 

If you decide to cancel an order at any time for any reason, we reserve the right to deduct the payment processing fees that we are charged and which are non-refundable to us before issuing a refund to you. This includes items where you changed your mind or did not mean to purchase said item. 

If you cancel an item (this includes all items in our store) while it is already in transit for any reason whatsoever we will not refund you any of the freight charges on the shipment. This includes the charges to ship the item to you and any charges incurred on our end to have the item returned to us. 

We do not refund crating charges on freight items that require crating. Crating charge is $150.00

Items that are already being processed for shipping cannot be cancelled for any reason whatsoever. Chargebacks are considered item cancellation and subject to these terms and conditions. A chargeback in transit will cause us to immediately cancel transit if possible and will incur significant transit charges. If it is not possible to cancel the shipment you will be billed for the all related shipping charges. 

In order to get a refund if you decide to cancel an item in transit the item must be returned to us before the refund will be processed. If it is not in resellable condition we will not refund you. 

RETURNS:

MOST shipments (excluding freight) are sent out Monday-Friday usually within 24-36 hours of ordering.

Metal Signs, personalized spatulas and grill grates are made to order and can take 1-2 weeks before mailing. 

Please contact us directly for shipping costs if you are not in the US and we can provide you a shipping quote. We cannot ship to France or Germany.

If you provide us with an incorrect address or one where the item is returned to us because of insufficient data, you are responsible for shipping to return the item to you and the cost of shipping and any return shipping costs will be deducted from any refunds if you request a refund. 

If a customer is unable to accept a delivery after the order has shipped, they will be responsible for carrier storage fees or return shipping costs, along with a restocking fee of up to 25%. Once an order is in transit, the delivery address cannot be changed without incurring a reconsignment fee. Customer is responsible for any reconsignment fees. 

BBQ Boards Cutting Boards Returns

Customer pays for return shipping and 20% restocking fee. Grills are not included with BBQ Board purchases. 

Package Theft and Delivery Confirmation
Once a package has been marked as delivered by the carrier (e.g., USPS, UPS, FedEx), DDR BBQ Supply is not responsible for lost or stolen items. If tracking information confirms delivery to the address provided, any issues related to theft or misplacement must be resolved directly with the carrier or your local authorities. We recommend shipping to a secure location and monitoring tracking updates to reduce risk. If you believe your package was stolen, please file a report with the shipping carrier and notify your local law enforcement.

Customer Conduct Policy
We are committed to treating our customers with respect, and we expect the same in return. Verbal abuse, harassment, threats, or any form of hostile behavior toward our team—whether by phone, email, or any other communication channel—will not be tolerated. We reserve the right to cancel and refuse service to anyone engaging in such behavior.