FAQs
Returns & Refunds
What is your return policy?
We offer a 15-day return window starting from the date your order is delivered. Items must be unused, in original condition, and in the original packaging.
Is there a restocking fee?
A 20% restocking fee may apply to approved returns. These products are big (and expensive) to ship and handle, and this helps cover those logistics.
Who pays for return shipping?
Return shipping is the customer’s responsibility unless your item arrived damaged/defective or we made an error with your order. If something’s off, we’ll make it right.
Damages & Issues
What should I do if my order arrives damaged?
If your order arrives via freight (common for grills, pizza ovens, and other large items), please inspect it while the driver is still there.
- If you see damage, note it on the delivery receipt or refuse the shipment.
- Either way, contact us within 2 business days at support@primegrillshop.com so we can jump on it fast.
Product Information
Are your refrigerators “outdoor rated”?
Yes — the outdoor refrigeration units we carry are built for outdoor environments, so they can handle the elements and keep everything cold for patio season (and beyond).
What fuel types do your grills and ovens use?
We carry a mix of pellet, natural gas, and propane options (and some ovens with dual-fuel/hybrid setups). The exact fuel type is always listed on each product page.
Support
How can I talk to a real person?
Easy. You can call or text (970) 292-6488 or email support@primegrillshop.com.
Hours: Monday–Friday, 9:30 AM–4:30 PM (MT).
Looking for more reasons to shop with confidence?
Learn more about our commitment to quality and service on The Prime Difference page.