CUSTOMER SERVICE POLICY

This Customer Service Policy outlines the standardized service rules, logistics arrangements, return and refund terms, and transaction specifications for all customers shopping on our official website. We strictly adhere to transparent, standardized, and customer-oriented service principles to ensure a secure, efficient, and pleasant shopping experience for every global user. All service terms are universally applicable to all orders and customers without regional differences.

1. Order & Shipping Service

We maintain sufficient inventory for all mainstream barbecue equipment, accessories and consumables to support fast order processing. All in-stock items will be shipped within 1 to 3 working days after the order is successfully placed and payment is confirmed.
We provide unified global logistics distribution services covering all regions around the world. The standard delivery time for all orders is consistently 6 to 12 working days, applicable to both domestic and international destinations. To accommodate customers’ urgent usage demands, expedited delivery options are available for eligible orders, helping you receive your products in a shorter time frame.
All products on our website enjoy 100% free shipping. There are no hidden shipping fees, handling fees or additional surcharges for any order. We adopt a unified currency settlement standard for all global transactions, with all orders settled in USD, realizing simple, transparent and consistent global transaction rules.

2. Return Service Rules

We support a customer-friendly long-term return policy to fully protect consumers’ legitimate rights and interests. All products purchased from our website are eligible for a 60-day return service. Customers can initiate a return application within 60 days from the date of receiving the goods if the products meet the return conditions, including unused status, intact packaging, complete accessories, and no man-made damage.
All return applications need to be submitted in accordance with our official process. We will verify the return application quickly after receiving your request. Our professional customer service team will guide you through the subsequent return procedures to ensure the whole process is simple and smooth.

3. Refund Processing Rules

After your returned goods are received, inspected and confirmed to meet the return standards by our warehouse team, we will initiate the official refund process. The entire refund processing cycle is 5 to 10 working days. The refund will be returned to your original payment account in full according to the actual payment amount.
We strictly standardize refund operations and fully respect every customer’s reasonable rights and interests. There will be no arbitrary deduction or delay of qualified refunds, ensuring every customer shops with zero risk and full confidence.

4. Customer Consultation & Support

We provide full-cycle professional customer support for pre-sales consultation, order inquiry, logistics tracking, after-sales service and business cooperation. For any questions, demands or feedback related to products and services, please refer to our Contact Us page for all official contact information, including our exclusive email channel.
Our customer service team is committed to providing professional, accurate and efficient replies and solutions for all customers. We insist on standardized service processes and sincere service attitude, and constantly optimize our service system to bring better shopping and after-sales experience for global barbecue enthusiasts.