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FAQs

Orders

How does the order process work?

As soon as you place your order, you will receive an order confirmation via e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm again that your product is in stock and available for immediate shipment. If your item is on back-order or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 3 business days), we will process the charges and submit the order for shipment.

Shipping

How long will it take to get my order?

Shipping times depends on customer location. All orders are shipped out within 72 hours of order placement. Orders are generally fulfilled anywhere from 7-14 days.

Warranty/Returns

Does my Grill come with warranty?

Most if not all of our Grills that we offer come with a minimum of a 1 year warranty and most come with a lifetime warranty! You can refer to the product descriptions for more details on the warranty. 

Returns

45 Day No Hassle Returns

We want you to love what you buy! But if you don’t, we offer a simple “No Hassle Returns” policy. We allow you to return all new, unused, unassembled, and resalable items in their original packaging within 45 days of delivery for a refund (minus the original and return shipping costs incurred by JwGrills). Naturally, if your return is because of our error, you are not responsible for any shipping costs.

If your return request is due to product defect or damage, we will first work with you to get the product repaired. If repair is not possible, then we’ll work with you to get it replaced. If your return will be coming back via freight truck, we will require you to provide us a photo before your return will be authorized. This can be as simple as a cell phone pic! We just need a “before” picture in case there is any damage to the item on its way back to us. To expedite the returns process, before shipping the item(s) back, make sure they are clean, the packaging is sufficient to prevent damage, and (if necessary) you note all defects along with the photos taken.

Important information about refund eligibility:
To be eligible for a “No Hassle Return,” items must be returned within 45 days of delivery in “Like New” condition. “Like New” condition is when a returned item is unused, unassembled, and has been returned in the original packaging.

Full refunds do not apply to certain items, including clearance items, gift cards, gift certificates, items that have been personalized, and items clearly marked as “non-returnable,” such as products sold as “Warehouse Deals. ”The costs of return shipping are deducted from your refund or merchandise credit. In many cases, refunds are not processed until the item has been inspected by us in our warehouse. Refunds must be applied to the same credit card, debit card, or other form of payment used in the original transaction. In many cases, refunds are not processed until the item is inspected upon return delivery. JwGrills reserves the right to refuse a refund on a returned item if: The item that has been returned does not match the original item shipped to the customer. The returned item is missing parts or the original product’s packaging. The item was damaged during the return shipment due to improper or insufficient packaging. The item being returned has been obviously heavily used (such as significant charcoal buildup inside a grill). The item has been assembled in a way that would impede proper packaging for return shipping.

Customer support

Call us at 1(800)-361-6475 or email us at support@jaywide.com

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