Shipping Information

3 Simple Steps for a Smooth Delivery

1. Check Your Shipping Confirmation Email

Once your order leaves our warehouse, you will receive a shipping confirmation email with tracking information. Be sure to check whether your order is being shipped via FedEx/UPS or a freight carrier:

1. FedEx/UPS: An estimated delivery date will be provided, and no signature is required.
2. Freight Carriers: An estimated delivery date will be provided and the carrier will call to schedule a delivery window when it lands at the nearest terminal. Please make sure you provided a valid U.S phone number that is monitored and will be available to receive the call. (They will leave a voicemail if you do not answer, if your mailbox is not setup or full, they will not be able to leave a voicemail). Tracking for freight carriers is best to go to their direct website to track. 

2. Prepare for Curbside Delivery if your order is Freight

1. Your order will arrive on a pallet, and the driver will leave it at the curbside. This is standard for all freight carriers. Moving it anywhere from the curb is at the discretion of the driver at the time of delivery. We do not guarantee any further movement.
2. You are responsible for moving the shipment from the curbside to its final location.
3. We strongly recommend having at least two helpers ready to assist you on the delivery day.

3. Inspect Your Shipment & Verify Order Accuracy

1. Carefully check the condition of all items before signing the delivery receipt.
2. If you notice visible damage to the unit, do not sign for the shipment and refuse the delivery. If there is potential damage to a box but no interior damage, please note the damage on the receipt when signing that there could be more damage inside. Please continue to unbox the item right away and further inspect.
3. If concealed damage is found after accepting the order, report it to BBQ Island within 2 calendar days. We only have 2 days to report damage or missing items with freight carriers. If this does not get reported within 2 days of receiving, we will not be held responsible for those damaged or missing items. 
4. Unpack all items, as smaller products may be packed inside larger ones. Please inspect for any concealed damage.

If There Is an Issue With Your Order

If you experience an issue with your order, we're here to help. Please note that different situations require different resolution processes. Shipping damage, concealed damage, manufacturer defects, incorrectly shipped items, and standard returns each have their own procedures, requirements, and eligibility guidelines.

For complete details on how each situation is handled, please review our Refund Policy, which outlines the steps for returns, shipping claims, damaged products, and other delivery-related issues.

Free Shipping on Most Orders

Enjoy free shipping on most orders, including large and heavy items delivered straight to your home!

Shipping to Alaska and Hawaii

We do offer shipping to Alaska and Hawaii; however, these orders are not eligible for free shipping. Orders to non-contiguous U.S. states require a custom shipping quote. Please contact us for more details.

International Orders

We do not ship freight items internationally or outside the contiguous 48 states. However, we can ship to a U.S.-based freight forwarder of your choice. Simply enter their shipping details at checkout. Please note that once the freight forwarder receives and signs for your package in good condition, they assume full responsibility for the remainder of the transit.

How We Handle Shipping

BBQ Island reserves the right to select the freight carrier for your shipment. However, we do not have direct control over the operations of shipping companies. Once an order has been handed over to a shipping carrier, we cannot modify shipping addresses or arrange for specific delivery dates. We provide an estimated delivery timeframe based on the information provided by the carrier.

Important Information for Large Shipments

While small items are shipped via FedEx or UPS, larger items require freight shipping, which differs from standard parcel delivery. Please review the following details to ensure a smooth delivery process:

• Freight shipments are delivered on pallets.

• The driver will leave the pallet at the curbside, and you are responsible for moving it to your home or backyard.

• Freight carriers will contact you to schedule delivery. You must be present to sign for the shipment.

• Deliveries are made via a semi-truck equipped with a liftgate.

• We recommend having at least two helpers available to assist with moving your shipment.

• Ensure the best contact phone number is provided at checkout to coordinate your delivery. 

Inspecting Your Delivery

• Carefully inspect your shipment for missing or damaged items before signing the delivery receipt.

• If there is visible damage, refuse the delivery and contact BBQ Island immediately.

• If damage is discovered after accepting the shipment, report it to us within 2 calendar days.

• For any issues, contact us right away so we can assist you in resolving them.

Shipping to Remote Areas

Shipments to remote or difficult-to-access areas may be subject to additional shipping fees. This applies to both free and standard shipping orders. If your location has known shipping restrictions, a BBQ Island representative will contact you regarding any additional charges.

If you anticipate delivery challenges due to road conditions or accessibility (such as narrow roads, gravel paths, or gated properties), you must notify us before placing your order. BBQ Island is not responsible for shipping costs on orders that cannot be delivered due to freight carrier limitations. Additionally, deliveries to remote areas may take longer than standard transit times.

Incorrect Addresses

If an order is returned due to an incorrect or undeliverable address, the customer is responsible for both the outbound and return shipping costs.

In Store Pickup

If you would like to purchase an item and pick up at one of our 5 Arizona locations, you may select 'Pickup' during the checkout process. You will see options to pickup from a showroom or direct from our distribution center. If the product is currently in stock at that location, it will be available for pickup within 1 business day of ordering. Most of the time we will need to transfer the product from our distribution center to that specific location, which takes 2-3 business days. You will receive an email that the product is ready for pickup. The store will also attempt to call when it lands there. You may also call the store direct for updates if needed. 

Find full details on our terms of service page.