Delivery Policy

This policy outlines how your order is handled once it reaches the destination address. For information regarding shipping rates or estimated transit times, please visit our Shipping Policy.

1. Delivery Placement

Standard delivery procedures are as follows:

  • Residential Addresses: Packages are typically placed at the front porch, side door, or garage entry.

  • Gated Communities: Access codes or security clearance must be provided by the customer at the time of order to ensure the carrier can enter the premises.

  • Multi-Unit Buildings: Deliveries to apartments or offices are made to the mailroom, concierge, or lobby area.

2. Signature Requirements

Due to the value and size of grilling equipment, certain security measures apply:

  • Small Accessories: Most accessory orders are delivered without a signature requirement.

  • Grills & Large Equipment: Orders with a value exceeding $2000 require an adult signature upon delivery. If no one is available to sign, the carrier will provide instructions for a second delivery attempt.

3. Freight & Built-In Grill Delivery (Curbside)

Large items, including built-in grills and heavy-duty griddles, are transported via freight carriers on pallets.

  • Curbside Delivery: All freight shipments are "Curbside Only." This means the driver will unload the pallet at the end of the driveway or the curb of the property. Drivers do not move equipment into backyards, garages, or interior spaces.

  • Scheduling: The carrier will contact the customer to set a delivery window. A recipient must be present to receive and sign for the shipment.

4. Inspection Requirement

Upon arrival, the recipient is responsible for inspecting the external packaging:

  • Any visible damage to the box or pallet must be noted on the delivery receipt before signing.

  • This inspection is necessary to document the condition of the shipment at the time of transfer.

5. Proof of Delivery

Delivery is verified through the carrier’s tracking system, which may include:

  • A GPS-verified time stamp.

  • A photo of the package at the delivery site (where available).

6. Unsuccessful Delivery Attempts

If a delivery cannot be completed due to access issues or the absence of a required signer:

  • The carrier will provide instructions for redelivery.

  • After three unsuccessful attempts, the order may be returned to the warehouse. The customer is responsible for any additional costs associated with redelivery or return shipping in these instances.

7. Reporting Delivery Issues

If a tracking status shows "Delivered" but the items cannot be located, please notify our support team at Help@bbqowner.com within 1 to 2 business days. This timeframe allows us to open a formal inquiry with the carrier.

Contact Information

Galaxy E-commerce Group LLC
Phone: (747) 247-5018
Email: Help@bbqowner.com
Business Address: 15442 Ventura Blvd, Sherman Oaks, California 91403, United States
Customer Service Hours: Monday - Friday, 9:00 AM - 5:00 PM (EST)
Response Time: We aim to reply within 1-2 business days