Shipping, Damages, & Returns
Shipping | Damages/Missing | Returns
- Processing/Shipping: 1-2 business days processing time
- Delivery: 3-5 business days from the time your order’s first scan with Carrier.
Receiving the wrong item
- Mistakes happen and we apologize! Contact us via Email or Chat and we will create a return for the incorrect item. Once that item has been successfully dropped off or picked up by the carrier your replacement No charge order will be created and a new Order number with tracking information will be emailed to you.
Lost in transit
- Carriers are not perfect and sometimes a package can get lost. In the case of Lost in transit orders, we ask that you contact us via email with your order number and we will contact the carrier to verify it is lost. Once done we will re-send your order out with a new order number and tracking information. All Claims will be handle by Monument Grills.
- We reserve the right to choose the carrier of your shipment. We don’t, however, control the shipping companies. Once the shipment is in the hands of the delivery company, we can’t change shipping addresses or arrange for delivery to happen on a certain day. You do have the option to create an account with the carrier and modify the delivery however you will be responsible for all shipping delays from that moment on.
- Once an order is logged as Delivered by the carrier, Monument Grills no longer carries responsibility for the package. Fedex would have to investigate where the package is with their driver.
- Customers are to complete a claim with FedEx here: https://www.fedex.com/en-us/customer-support/claims.html (Claim can take 7-10 days for an investigation to be completed)
- Customer are also advised to dispute all charges with their financial institution.
Damaged, Missing, and/or Defective
We stand by our products and want you to be happy with your purchase.
Damaged and/or Missing Parts
- If an order arrives and is damaged or incomplete please contact us within 7 business days from the date of delivery. Once reported you will have the option to replace the parts, keep the Grill as is for a discount, or a full return and replacement based on assessment of the situation.
- Our Stainless Steel Burners have a 8 year limited warranty that covers burner rust and will be replaced free of charge. Our grills are covered under a one year limited warranty: If the grill fails due to defective material or workmanship please fill out the Parts and Warranty form and we will contact you within 24-48 hours to arrange for replacement parts.
Every Customer Deserves to start with a perfect grill. Grills that are Defective or Damaged from Shipping qualify for Warranty Replacement parts at no charge.
- If you are not satisfied with your Grill you have an option to return within 30 days of receipt.
- Accessories that are open, used, assembled, or outside of the 30 day return period are not eligible for return.
If you qualify for a return all shipping (to and from) cost is deducted from your refund. Once we are contacted we will arrange for a label to be emailed to you for drop off or pick up from a local carrier. Once the order has been successfully delivered to our returns center, your refund will be issued to your original form of payment.
- Items that are returned without authorization will not be eligible for a refund. Return authorization must be completed by customer service.
- Buyer’s remorse return shipping cost is at the Customer’s expense.
- Defective or Nonfunctioning Grill return shipping cost is paid for by Monument Grills