Shipping policy

Standard Shipping Policy

  • Rates & Calculations: Shipping is calculated at checkout based on your destination zip code and order contents.

  • Processing: Standard orders ship Monday–Friday, typically within 24–36 hours. Custom items (including metal signs, personalized spatulas, and grill grates) are made to order and require 1–2 weeks of processing time before shipment.

  • Delivery Times: Shipping times are estimated and never guaranteed. If you need an item by a specific date, contact us before placing your order. We are not responsible for carrier delays.

  • Geographic Limits: We do not ship outside the contiguous United States. Hawaii, Alaska, and international destinations are excluded unless a custom  quote is issued prior to payment.

  • Discounts & Coupon Codes: Coupon codes typically do not apply to cookers, appliances (grills, smokers, pizza ovens, griddles, pellet cookers), freight items, custom orders, or custom grill grates. Add items to your cart and apply the coupon to verify coverage. Unused coupons cannot be applied or refunded after an order is placed.
Freight Shipping & Delivery Details

  • Variable Quotes: Freight costs shown at checkout are estimated. If actual costs differ, we will contact you immediately. If you have any questions about freight costs please contact us before placing an order. 

  • Timeframes: Freight items typically leave the warehouse within 1 week unless we have notified you otherwise. Once handed over to the carrier, the shipment is subject to their terms and timeline.

  • Liftgate & Delivery Limits: Most freight items include liftgate delivery. However, some smokers weigh over 2,000 lbs and cannot be delivered with a liftgate. Contact us before ordering with any delivery questions.

  • CRITICAL - Inspection & Delivery Acceptance: You must inspect freight shipments upon delivery and notify us within 24 hours of any issues. If the item is visibly damaged, you must refuse the shipment immediately. We cannot process claims if you uncrate and accept a damaged delivery.

  • Location Exclusions: Due to carrier access and liability, we reserve the right to decline freight shipping to certain zip codes.

Damaged, Defective, or Lost Items

  • Standard Carrier Damage/Defect: If a non-freight package (USPS, UPS, FedEx) arrives damaged, defective, or incorrect, contact us immediately at info@ddrbbqsupply.com with photos of the item, the outer box, and the shipping label so we can evaluate the issue.

  • Package Theft: Once a carrier confirms delivery to your address, DDR BBQ Supply is not responsible for lost or stolen packages. Please file a report directly with the carrier and local law enforcement.

  • Freight Damage: 

    The driver will unload your item from the truck, but moving it onto your property is your responsibility. Please inspect the package exterior and unpack the item completely in the driver's presence before signing anything.

    If you notice any damage:

    • Refuse the delivery immediately. Do not accept or unbox the item further.

    • Note the damage directly on the driver’s Proof of Delivery (POD) slip.

    • Take photos of the damaged package, the item, and the POD slip, and email them to info@ddrbbqsupply.com within 24 hours.

    CRITICAL: By signing the Proof of Delivery without noting damage, you accept full ownership of the item in its current condition. We cannot process damage claims, offer refunds, or assist with carrier claims once a damaged freight shipment has been accepted.

Returns & Refund Exceptions

  • Initiating a Return: Returns are processed via email only. Contact us at info@ddrbbqsupply.com within 14 days of package receipt to initiate a return.

  • Return Conditions: Items must be returned to our warehouse within the 14-day window in brand-new, resellable condition, unused, undamaged, and in original packaging.

  • Return Address: Ship returns to the address below. 

    DDR BBQ Supply
    14696 US Hwy 62, 

    Garfield, AR 72732

    (Your order number MUST be clearly written on the outside of the package for refund to be processed)
Shipping & Restocking Fees:

Customers pay all return shipping costs (original shipping charges are non-refundable).
    • Restocking fees apply strictly to:

      • BBQ Boards Cutting Boards: Subject to a 20% restocking fee Customer will not be refunded until merchandise has been received and inspected. 

      • Freight Items: Subject to 50% restocking fee if canceled in transit or refused delivery. Customer will not be refunded until merchandise has been received and inspected. Freight items are also subject to any shipping charges (to/from) and a $150 crating fee. 

  • Non-Returnable Items (Final Sale):

    • Used items of any kind

    • Food products, rubs, sauces, and consumables

    • Custom or personalized orders (including custom grill grates)

    • Personal care products (soaps, lotions, colognes)

    • Gift cards

  • Exchanges: We do not offer direct exchanges. To get a different item, return your original item for a refund and place a separate order for the new product online.

  • Processing Time: Allow at least 5 business days after warehouse receipt for inspection. Approved refunds require approximately 3 to 5 business days to process.

Order Cancellations & Order Modifications

  • General Cancellations: Certain orders cannot be canceled after placement; we reserve the right to issue store credit for items that cannot be canceled. If an order is canceled, non-refundable payment processing fees charged to us will be deducted from your refund. Refunds take up to 48 hours to process; if your order ships within that window, in-transit rules apply.

  • In-Transit Cancellations: Orders in processing or in transit cannot be canceled. If you refuse delivery or cancel in transit:

    • You are responsible for all outbound/return shipping and carrier storage fees.

    • A 50% restocking fee applies to freight items canceled in transit or refused.

    • A $150.00 crating fee for freight items is strictly non-refundable.

    • Unauthorized chargebacks in transit trigger immediate cancellation efforts, and you will be billed for all related shipping charges.

  • Address Errors: We are not responsible for incorrect addresses entered at checkout. Address changes (reconsignment) after shipping will incur carrier fees payable by the customer.

Customer Conduct Policy

  • We treat our customers with respect and expect the same in return. Verbal abuse, harassment, or hostile behavior toward our staff via email or any other communication channel will result in immediate order cancellation and refusal of service.