Order Processing
Orders are typically reviewed and prepared for shipment on business days, excluding weekends and public holidays. Estimated processing and delivery information may be displayed at checkout or provided in the order confirmation. Processing may take longer during peak periods, promotions, severe weather, or when an order contains oversized, heavy, backordered, or separately shipped items.
Please review your shipping address and contact details before placing an order. Address changes or cancellations cannot be guaranteed after an order has entered processing.
Shipping Destinations
Big Green Egg Grill serves customers in the United States, Canada, the United Kingdom, Australia, and other eligible English-speaking markets. Shipping availability depends on the destination, product type, package dimensions, carrier coverage, and applicable import restrictions. Certain grills, smokers, charcoal products, fire starters, wood products, oversized accessories, and replacement parts may not be available for delivery to every location.
We cannot ship to a destination when carrier limitations, transportation regulations, or local laws prevent delivery. Any destination restrictions will normally be identified during checkout or communicated after order review.
Shipping Charges and Taxes
Available shipping methods and estimated charges are calculated or displayed during checkout when supported. Costs may vary according to destination, item weight, package size, order value, and carrier service. Large grills, grill packages, BBQ smokers, and other bulky products may require specialized or freight shipping and may incur additional charges.
For international orders, product prices and shipping charges may not include import duties, customs fees, brokerage fees, local taxes, or other destination-country charges unless expressly stated at checkout. These charges are determined by local authorities or carriers and are generally the recipient's responsibility. Customs procedures may also extend the estimated delivery time.
Estimated Delivery
Delivery estimates are provided for reference and are not guaranteed. Transit times begin after an order has been processed and accepted by the carrier. Actual delivery may be affected by destination, customs clearance, carrier capacity, weather, holidays, transportation disruptions, remote-area service, or product availability.
Items in the same order may be packed and shipped separately. If this occurs, customers may receive more than one shipment and tracking number.
Tracking Your Order
When tracking is available, shipment details will be sent to the email address provided with the order. Tracking information may require additional time to update after the carrier receives the package. Customers should also check their spam or junk folder if a shipping notification is not visible.
If tracking has not updated for several business days or the estimated delivery window has passed, contact customer service with your order number and shipping address.
Delivery and Signature
Some high-value, oversized, or freight shipments may require an adult signature, delivery appointment, or recipient assistance. Carrier requirements vary by destination and shipment type. Please monitor tracking updates and ensure that an eligible recipient is available when required.
Before accepting an oversized or freight delivery, inspect the exterior packaging when reasonably possible. If visible damage is present, ask the carrier to record it on the delivery receipt and retain the packaging for review.
Missing, Damaged, or Incorrect Shipments
If a shipment is marked delivered but cannot be located, first check the delivery area, household members, building reception, nearby safe locations, and any carrier delivery notice. Please contact the carrier and our customer service team promptly if the package remains missing.
For damaged, incomplete, or incorrect shipments, email us as soon as reasonably possible. Include the order number, a description of the issue, and clear photographs of the product, shipping label, outer packaging, and any visible damage. Keep all packaging and contents until the review is complete. Available resolutions depend on the circumstances, carrier investigation, inventory, and applicable store policies.
Cross-Border Shipping
International shipments may be opened or inspected by customs authorities. Customers are responsible for providing accurate recipient information and completing any documentation requested by the carrier or customs authority. Delays caused by customs review, unpaid import charges, incomplete information, or destination-country restrictions are outside our direct control.
If an international shipment is refused, unclaimed, or returned because required duties or fees were not paid, any refund or reshipment will be assessed after the goods are returned and inspected. Original shipping costs, return transportation, customs charges, and carrier fees may be deducted where permitted.
Contact Us
For shipping questions, tracking assistance, or delivery issues, contact Big Green Egg Grill at [email protected]. Please include your order number and a concise description of your request so our customer service team can assist efficiently.