Frequently Asked Questions

What can I expect when ordering from BBQ Island?

After you complete the purchase of your item you will receive a confirmation email for your records. From there our online team will process your order. If this is an item that is in stock we will send your order information to the warehouse to prepare for shipping. In stock orders ship within 1-2 business days from our warehouse, you will receive a confirmation email with tracking information when it goes out. 

Transit times for UPS and Fedex items are usually between 2-5 business days. These packages do not require signature and will be left at doorstep of address. 

Transit times for Freight Shipments are 2-7 business days depending on location. The freight company will call you when it lands at the nearest terminal to schedule a delivery time and day. It is important to enter a valid phone number during checkout and to be aware of their phone call. Please view our shipping policy for more details. 

If there is a discrepancy with stock, shipping information, or payment we will alert you right away. Some of our products do drop-ship directly from the manufacturer to you, in this case it may take them an extra couple of days for processing, shipping, and getting that information back to us. We appreciate your patience from them and us while we get everything shipping safely! 

What should I expect when ordering something that will ship on a pallet?

• Shipping and handling charges are an additional charge unless otherwise specifically noted at the time of the sale. All shipping charges are non-refundable. BBQ Island Inc, offers three types of shipping options. (1) Will Call at one of our shipping terminals, which is the most cost effective way to accept delivery. (2) A Commercial business address. All of our carriers are set up for business deliveries, providing you have either a loading dock or fork lift to remove the shipment from the truck. Our shipping companies will not unload your product for you. (3) Residential/Lift-Gate delivery to your home address is also an option. The shipping companies will deliver your shipment to your driveway only; they will not bring it into your home or move it to your desired location. This option is the most expensive due to the fact that the carrier must arrange for a specific delivery date and time. We do not guarantee any shipping times; although we will do our best to get the product to you as quickly as possible, sometimes factors occur beyond our control and may affect shipping times. If for any reason you cannot accept delivery of your shipment, after the order has shipped, any and all re-delivery, re-consignment and or storage fees will be the consumer's responsibility. These fees can be costly, so please be sure you can accept delivery, once it reaches its final destination. Most orders received before 3:00PM MST will ship the same day, provided the product ordered is in stock. Most orders received after 3:00 PM will ship the next business day. Orders are not processed or shipped on Saturday, Sunday or holidays. We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by BBQ Island, Inc. or other parties only as an estimate.
• Please be sure to inspect your shipment before signing for it. Although freight damage is rare, it can occasionally happen. Any and all damage must be noted in writing on the freight bill/delivery receipt. It is the consumer's responsibility to make sure that no damage has occurred, prior to signing for your shipment. Be sure to verify that you have the correct number of pieces. A packing slip is attached on each shipment and will show the total piece count for the order. Once you sign the delivery receipt, the shipment becomes your property. Upon receipt of your order you must notify BBQ Island, Inc. of any discrepancies within 24 hours from receipt of the shipment. Failure to do so will hold BBQ Island, Inc. harmless of any claims.