Policies - Kona BBQ Store
- Shipping & Delivery
- Privacy & Security
- No-Hassle Return Policy
- 120% Service Guarantee
- Payment Methods
Shipping & Delivery
We ship Worldwide and domestically within the United States and Canada. 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 10:00am 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 business 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 have multiple warehouses and can't provide exact transit times via Standard Shipping, as products ship from multiple locations based on availability. We do, however, 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 firstname.lastname@example.org 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.
No-Hassle Return Policy
Returns with the Kona BBQ Store are fast and hassle-free. You can return products within 45 days of purchase for a full refund or replacement. If you receive a defective or incorrect product, we will cover all costs involved in getting you a new product and/or returning the original product. You will NEVER incur a cost if you receive a defective product or if we make a mistake. To return a product, please contact us first to receive a unique RA number and return shipping information.
To qualify for a full refund, merchandise must be in new or like-new condition, must contain all the original accessories and be returned unopened in the original packaging. We will promptly credit your account upon receipt of your return. Products that are damaged or found to be defective will be replaced by the Kona BBQ Store at no charge. Again, we will cover all costs to replace a defective item.
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 original purchase price are limited to $15 per customer.
We accept all major credit and debit cards -- Visa, Mastercard, Discover and American Express -- along with PayPal. 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.