Our Guarantee

Our Guarantee

    Kona wants you to be completely and perfectly satisfied, and that is why we offer a 60-day money back guarantee from the date you ordered your product(s). Now don't get me wrong, we'd love to know why you didn't like it, but only if you are willing to tell us. Otherwise, it's 100% satisfaction guaranteed return. No questions asked.

    Here's how it works:

    ✅ Contact our customer service team by emailing support@konabbqstore.com, or alternatively by texting or calling 1-800-979-3224, Monday- Friday, 9am – 5pm ET. We will provide you with instructions on whether to return the item or if a picture of the product is sufficient. The return address to ship the product back to us is Kona Returns, 118 Sleepy Hollow Dr #4, Middletown, DE 19709. We really make it simple and as easy as possible.

    ✅ Return the unused portion of your product (or provide the requested images), the original invoice that came with your product (if you don't have that please indicate the date you purchased your product so we can attempt to look it up). We must receive the return within 60 days from the date you originally purchased the item, for the refund to be valid.

    ✅ It is your responsibility to pay the return postage and we recommend you send it to us with tracking or delivery confirmation to expedite the process and avoid delays. Note: we must receive the bag(s) within 60 days from the date you originally purchased the item, for the refund to be valid.

    ✅ The charges (excluding shipping and handling fees) are fully refundable. We really want you to be satisfied, but we must adhere to these guidelines in order to be fair and consistent.

    ✅ It usually takes a week to process your package, and another 7 business days (excluding holidays and weekends) for a bank (debit card) or credit card company to refund to your card or bank account(debit card).

    Shipping & Delivery

    We ship Worldwide and domestically within the United States. Our free shipping offers only apply to orders placed within the continental USA unless otherwise noted. We offer same-day shipping on most Kona branded items and are usually able to ship UPS orders placed by 12:00 pm Eastern Standard Time the same day. Orders shipped via U.S. Postal Service may take an additional 1 to 2 days to ship. In the event that a product is out of stock or there's an issue with your order, we'll notify you via email within 48 hours when possible.

    Please note that some 3rd party vendor items can take 2-5 weeks to receive. These items will be clearly marked.

    We offer expedited shipping options at checkout that guarantee delivery times for time-sensitive orders. Shipping charges vary by product. Due to the expense of shipping large items, some orders may not qualify for expedited shipping options such as second- or third-day delivery. To see if faster-expedited shipping options are available for your order, please use the shipping calculator found at the bottom of the shopping cart page or proceed through the checkout process where all available shipping options are listed.
    Was there a problem with your order or shipment?
    Please contact us at support@konabbqstore.com within 7 days of receipt of your order.

    Privacy & Security

    We take your privacy very seriously and will never share, sell or distribute your information with any third parties, apart from those required to process your order. Your personal and payment information is 100% secure with us, as we use 128-bit encryption technology to keep you safe. If you have any questions regarding our privacy policies, please contact us.

    120% Service Guarantee

    The internet is teeming with stores that offer terrible -- or nonexistent -- customer service. We understand this can be a fear when considering an online purchase, and we back our promise of outstanding service with a 120% guarantee. If you are for whatever reason unhappy with the service we provide, just let us know and we'll credit your account for 20% of your order amount. You read that correctly: We're so confident in our service, we're willing to pay you if you're not completely satisfied with the service you received!

    This guarantee backs the customer service you receive (shipping times, communication, ordering experience, etc). Due to the large number of products offered and the need to follow correct installation procedures, this guarantee applies to the service offered during your purchase, not to the performance of your equipment. Refund credits in excess of the original purchase price are limited to $15 per customer.


    Payment Methods

    We accept all major credit and debit cards -- Visa, Mastercard, Discover, and American Express -- along with PayPal and other 3rd party providers. We do not take personal checks, money orders or CODs. If you'd like to pay with your bank account - also known as an e-check - we recommend opening and using a PayPal account as they provide this funding option.

    Limited Warranty

    Kona warrants that under normal use and service and when used in accordance with specifications supplied by Kona, the Products will be of merchantable quality. Normal wear and tear are expected and is not covered. If the original purchaser experiences any manufacturing-related service issues with the product during the stated period of time, it may return the product to Kona’s United States location and Kona will repair or replace such item. Each party shall pay its own shipping costs associated with the shipment of the products. Any Product found to be defective within 4 weeks of delivery will be replaced by Kona at no cost (including shipping). If any Products do not comply with such warranty, Kona will, at its option and expense, correct, repair, or replace any defective Products provided, that, in all such cases that sufficient evidence is produced by the original purchaser to establish that the Products are defective. Products that are not purchased, including replacement products, are not warrantied. KONA MAKES NO OTHER WARRANTIES, EXPRESSED OR IMPLIED, WITH RESPECT TO THE PRODUCTS AND ALL WARRANTIES OF MERCHANTABILITY AND FITNESS FOR ANY PARTICULAR PURPOSE ARE EXPRESSLY AND SPECIFICALLY EXCLUDED AND DISCLAIMED.
    Have a question? Need Assistance? Please email support@konabbqstore.com or contact us here or by mail at Kona, 118 Sleepy Hollow Dr #4, Middletown, DE 19709