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Shipping policy

This Shipping Policy explains how orders are processed and delivered by American Grill Supply.

Selling Countries

We currently ship within the United States (contiguous U.S. unless stated otherwise).

Prices, Taxes & Currency

  • Prices shown are exclusive of applicable taxes.

  • Any discounts, sales tax, duties, or VAT (if applicable) are calculated and shown at checkout before payment.

  • All orders are processed in USD.

Where We Ship From

We work with a network of manufacturer-authorized U.S. suppliers.

  • When available, the product page displays its “ships from” region.

  • Orders ship directly from the nearest warehouse to reduce time and cost.

  • Origin and tracking details appear on your order confirmation and tracking page.

Order Cut-Off Time

  • Orders placed before 4:00 PM ET, Mon–Fri are processed the same business day.

  • Orders placed after 4:00 PM ET, on weekends, or U.S. holidays are processed the next business day.

Handling Time (Order Processing)

  • Typical processing time: 1–3 business days (Mon–Fri) after payment confirmation.

Shipping Cost

  • Free shipping to the contiguous U.S. on orders $199+.

  • $6.95 flat rate on orders under $199.

  • We may cancel an order or request additional freight if shipping is impracticable or significantly higher than anticipated (you will be notified first).

Shipping Methods

  • Small parcels: USPS, UPS, or FedEx.

  • Large/Heavy items: LTL freight (palletized). We may select the most suitable carrier.

  • Lead times shown on product pages are estimates and may change due to carrier/weather/network factors.

Freight Shipping (LTL) — Curbside Delivery

  • Freight deliveries are curbside only (driver is not required to bring items inside/garage/backyard).

  • Arrange help if you need to move heavy or bulky items.

  • Freight transit can experience delays outside our control; exact delivery dates are not guaranteed.

Transit / Delivery Times

  • Typical delivery: 3–5 business days once shipped (location and carrier dependent).

  • After pickup by the carrier, delivery scheduling is managed by the carrier.

  • Please answer carrier calls/emails to arrange your appointment.

  • Do not schedule contractors/installation until your order is fully delivered and inspected. We are not responsible for costs due to shipping delays.

Inspecting Your Delivery

At delivery, inspect before signing the receipt:

  1. Count all boxes and match the delivery receipt.

  2. Check all sides of each box/pallet for visible damage.

  3. If you see:

    • Major damage: write “DAMAGED” on the receipt and refuse delivery.

    • Minor/carton damage: accept but write “DAMAGED” on the receipt.

Then contact us immediately with photos.
After accepting delivery, unpack and inspect within 5 business days. Report concealed damage within 5 business days. Claims after this window cannot be honored.

Missing Items

  • If items listed on the delivery receipt are missing, mark “MISSING” on the receipt before signing and inform the driver.

  • Report missing items within 5 business days.

  • Carriers may take a few days to locate missing boxes. If not found, replacements will be sent at no additional cost.

  • Claims after 5 business days cannot be honored.

Damaged Items

  • Email detailed photos and description within 5 business days of delivery.

  • Eligible remedies may include replacement parts, a keep-as-is discount, or a replacement/refund per brand policy.

  • Items must remain unused and all original packaging retained until the claim is resolved.

  • If we are not notified within 5 business days, no refund/discount/free replacement can be provided (paid parts may be available).

Note: Minor manufacturing residues (e.g., oils/films) can occur and are not considered damage; normal cleaning is the customer’s responsibility.

Stolen Packages (Parcel)

If a parcel is marked “Delivered” by USPS/UPS/FedEx and goes missing, please file a carrier claim. We are not responsible for theft after delivery.

Change of Address

  • To request an address change, contact us within 12 hours of placing the order.

  • After shipment, address changes are not possible.

Order Cancellation

  • Orders may be cancelled before processing or shipment.

  • If already processed/shipped, cancellation isn’t possible—request a return after delivery (see Refund Policy).

  • Contact us as soon as possible for best results.

Failed Deliveries / Wrong Address

  • Customers are responsible for accurate shipping details.

  • If a shipment is returned due to an incorrect/incomplete address or failed delivery attempts, re-shipping charges may apply.

  • We do not ship to P.O. Boxes, APO, or FPO.

Tracking

  • When your order ships, you’ll receive an email with tracking.

  • Track directly on the carrier’s website using your tracking number.