ORDER CONFIRMATION

As soon as your order is placed, you will receive an order confirmation e-mail. This confirms your order has been received in our system and your credit card is authorized for purchase. As soon as we receive your order, we begin processing to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will reach out to you via e-mail to confirm if you'd like to keep your order or cancel for a full refund. If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

ORDER SHIPMENT

Please reference your product page specific lead times. After shipment, items will arrive in 2-7 business days. Some items sold are custom made, and can take as longer to ship depending on the model and series. Please contact customer service before ordering if delivery time is a concern of yours. Certain items due to high demand and low supply can only be placed on back order at specific times. Please contact customer service to hear about any items availability. Please contact us for rush shipping rates and options. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within four business days of your order, feel free to follow up with us at support@jaywide.com. Large items that ship via freight (not UPS or Fedex) require a signature upon delivery. You will receive a call from the shipping company to arrange a time and day for delivery that works for you.

Generally, most of the items we carry can be returned within 30 days of receipt in new condition and unopened. Custom ordered products cannot be returned or refunded.

Returned products must be sent back with their original packaging and have all of the parts and components that they came with. Please contact the manufacturer for any warranty issues.

Please document (photograph) any damages upon receiving the item and report these damages to the delivery carrier if product was sent by LTL or freight (not by UPS, Fedex, USPS, etc).

Some items may additionally be subject to a restocking fee. Customer is responsible for return shipping and original shipping cost, even if the item was "free shipping". Any damages to products may void the return. Returns must be accompanied with an RMA number. Please contact us in order to have one generated.

Should you have any questions about a particular product’s return policy we’re here to help. Please contact us and we will respond within 24 hours.

As stated in the Product Quality Guarantee, any item that arrives in less than perfect condition or missing parts will be handled at no extra cost to you. Refunds will be issued to the original credit card that you use when placing your order. It is the customers' responsibility to confirm the product will comply with their state, county or city codes.

Once your order is placed, you will receive a confirmation email and unique order number. Inside your confirmation email will be a private link to your order page which will display shipping address, billing address, and items purchased. Items typically ship in less than 2 business days. Upon shipping, you will receive an e-mail with the tracking number and the carrier with which it was shipped, along with specific delivery instructions.

Tracking information will also be available on your order page. Please note large items ship freight and will require a delivery appointment before the item is dropped off. If you are having trouble tracking your order or have not received a tracking number within 3 business days (usually it will be within 1), please give us a call at 1-(912)-209-4951 or email us at support@jaywide.com

At JwGrills we strive to offer only the highest quality brands of products on the market and to work with customers to ensure complete satisfaction. All items come with a manufacturer's warranty and specific warranty details for an item are available on each product page.

What if my product is damaged? Please inspect the packaging of your item(s) when they arrive, if you notice any damage, even damage to the box, you should make note of it when signing for delivery. If you’re unable to open the package during delivery but suspect damage, write “suspect damage” on the delivery receipt. If your item(s) do arrive damaged, please send photos to support@jaywide.com and we will process an immediate replacement or refund (usually within 1 business day).