Empire Refractory Ponderosa Gas Logs Only

Free Shipping on orders over $99.00

Typically, items will arrive 2-5 business days after being shipped. Smaller items are shipped with UPS or FedEx, however, larger items and orders are shipped through freight, which is a more complex process compared to shipping small parcels. It's crucial to familiarize yourself with the requirements before the delivery day to ensure a smooth shipping process.

• Most freight items are shipped on a pallet
• Some delivery companies will call to schedule a specific delivery time, while others will drop off the shipment at the nearest accessible location near your home, Curbside, or deliver it as close to a garage door as possible.

Pre-Delivery

Typically, shipments arrive without issue, but if you do encounter a problem, please carefully inspect your packages following the guidelines. If there is any damage, photos must be sent to support@bbqgenerals.com within 48 hours of receipt to initiate a return or exchange.

Upon Delivery:

Upon arrival, verify that the number of pallets/pieces listed on the delivery receipt matches the expected amount. If there are any missing pieces, make a note of it on the receipt before signing, for example, "Received 3 out of 4 pieces." Contact us at (800)-375-3243 immediately if any pieces are missing. We will work with the delivery company to find the missing items or arrange for replacements.

As soon as the shipment arrives, inspect it for any visible damages such as crushed box corners, holes, or broken pallets, which can indicate internal damage. 

After accepting the shipment, examine the package for any concealed damage. You have 48 hours to send us photos of the damage at support@bbqgenerals.com. You can also report any concealed damage by calling (800)-375-3243, and we will guide you through the Damaged delivery process.

$9.99 Flat-Rate Shipping

Orders less than $99 ship at a low, fixed price and the shipping fee remains the same even if the order amount increases.

Lead Times:

Once we receive an order, we send the confirmation to the Brand the product is associated with. Please allow 24-72 Hours to get confirmation to Ship the item out of the warehouse. Once out for delivery it should arrive within 7-14 Bus Days depending on where the address is located.

BBQ Generals Ships to 48 States for free, Hawaii and Alaska have to be charged shipping fees. For international shipping please contact us to get quotes to ship to you. Also, when purchasing a product please input a physical address not a P.O. Box.

Serving up appreciation for being a BBQ Generals customer.

We understand that there are many options for online shopping and we strive to stand out by providing top-notch service to earn and retain your loyalty.

Below is our 7-Point approach to providing the best shopping experience at BBQ Generals:

1. Price Match Guarantee: BBQ Generals is dedicated to providing our customers with the best pricing possible. We continuously monitor the market to ensure our prices are competitive, and we also offer a Price Match Guarantee. If you find a lower price on an identical product from another authorized dealer, we'll match it!
2. Free Shipping: Enjoy seamless and cost-effective shipping on all orders from BBQ Generals. No more worrying about shipping costs, as we offer free shipping on all orders over $49.99, helping you to save even more on your outdoor grilling purchases.
3. Exceptional customer service: Our team is dedicated to providing you with the best customer experience possible. Whether you need help choosing the right products, have a concern or issue, or simply need advice on how to get the most out of your grilling experience, we are always here to help.
4. Safe and Secure Shopping Environment: At BBQ Generals, we prioritize the security of your personal and financial information. Our online platform is equipped with state-of-the-art security measures to ensure that your transactions are protected and kept confidential. Shop with peace of mind, knowing that your data is safe and secure with BBQ Generals.
5. Hassle-Free Returns: We understand that sometimes things don't work out, which is why we offer a hassle-free return policy for our customers. All returns must be made within 30 days of purchase and are subject to a restocking fee. This policy ensures that our customers can feel confident in their purchases and have a stress-free shopping experience.
6. Authorized Dealer – BBQ Generals is a authorized dealer for every brand in our inventory, ensuring that you receive complete protection under the manufacturer's warranty for each item you purchase.
7. Insured Shipping: At BBQ Generals, we understand the importance of receiving your orders in good condition. That's why we offer insured shipping on all our products. In the unlikely event of damages or loss during shipping, you can be confident that you will receive a prompt resolution. Our commitment to ensuring the safe and secure delivery of your orders is unwavering.