Our Returns & Exchanges Philosophy

Just as trust is the foundation of great barbecue, it’s the cornerstone of our customer relationships. Our returns process is transparent, respectful, and efficient, reflecting our commitment to the global community of outdoor cooking enthusiasts we serve. We aim to handle your return with the precision of a competition pitmaster—clear, purposeful, and fair.

Key Policy Summary

  • Return Window: 15 days from the date you receive your item.
  • Condition: Items must be unused, in original packaging, with all tags and accessories.
  • Process: Initiate a return by emailing our support team (see template below).
  • Refunds: Issued to the original payment method within 5-10 business days of receiving the return.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the item is faulty or incorrect.

Step-by-Step Return or Exchange Process

Step 1: Review Eligibility & Prepare Your Item

Ensure your item is eligible for return or exchange:

  • The return request is made within 15 days of delivery.
  • The item is unused, unassembled, and in its original saleable condition.
  • All original packaging, manuals, parts, and accessories are included.
  • You have your original order number and proof of purchase.
Important Note on Non-Returnable Items: For the safety and integrity of our products, certain items cannot be returned or exchanged unless they arrive damaged or defective. Based on our product range, this includes:
  • Food & Consumable Products: All fuels (e.g., Carbone – Pellet, charcoal), rubs, sauces (e.g., from Ben Fatto, Blues Hog), and other food items for hygiene reasons.
  • Personalized or Custom-Ordered Items: Any product specially ordered or customized for your setup.
  • Opened or Used Products: For safety and hygiene, we cannot accept returns on any product that has been assembled, used, or removed from its original sealed packaging.

Step 2: Initiate Your Return Request

To start the process, please contact our pitmaster-ready support team at [email protected] within the 15-day window. Use the subject line: “Return Request: Order #[Your Order Number]”.

To expedite the process, please include the following information in your email. You can copy and use the template below:

Subject: Return Request: Order #[Your Order Number] Dear Lodge Store Team, I would like to request a return/exchange for an item from my recent order. – Order Number: [Please provide your order number] – Product Name: [e.g., Big Green Egg Accessory Kit, Traeger Pellet Bag] – Reason for Return/Exchange: [e.g., Incorrect item received, Change of mind, Item defective/damaged] – Desired Action: [Refund / Exchange for (specific product if known)] – Attachments: I have attached photos of the product and packaging (required for damaged/defective items). Please provide the return authorization and instructions. Thank you, [Your Full Name] [Your Phone Number Associated with the Order]

Step 3: Receive Instructions & Ship the Item

Within 2 business days, our team will email you a Return Merchandise Authorization (RMA) number and detailed instructions, including the return address at our Baltimore hub:

Lodge Store Returns
1132 Beechwood Drive
Baltimore, US 21202

Please clearly write the RMA number on the outside of the shipping box. We recommend using a trackable and insured shipping service (like DHL, FedEx, or your local postal service) and retaining the proof of postage. Return shipping costs are your responsibility unless the return is due to our error (wrong or defective item).

Step 4: Our Inspection & Your Refund/Exchange

Once we receive your return at our Baltimore facility, our team will inspect it within 3-5 business days to ensure it meets our return conditions.

  • For Approved Refunds: We will process your refund to the original payment method used during purchase (Visa, MasterCard, JCB, or PayPal). Please allow 5-10 business days for the refund to appear in your account, depending on your bank or PayPal’s processing times.
  • For Approved Exchanges: We will ship the replacement item to your original shipping address via our standard shipping method. You will receive a new tracking number. If the exchanged item is of higher value, we will invoice you for the difference.

We will notify you via email once the inspection is complete and the refund or exchange has been initiated.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or is not what you ordered, please contact us immediately at [email protected] within 48 hours of delivery. Provide your order number and clear photos of the item, its packaging, and any visible damage. We will cover all return shipping costs and swiftly arrange for a replacement, refund, or store credit at your discretion.

International Returns

As a global retailer, we accept returns from most countries we ship to (excluding some remote regions). The process is the same, but please be aware that:

  • International return shipping costs and any applicable customs duties or taxes for the return shipment are the customer’s responsibility.
  • The refund will be issued in the original currency of the purchase, minus any non-refundable original shipping and handling fees.
  • The inspection and refund timeline may be slightly extended due to international transit times.

Need Help? Contact Our Pitmaster Support

We’re here to help you with any questions about returns, exchanges, or your order. Reach out to our dedicated team:

Email: [email protected]
Address: Lodge Store, 1132 Beechwood Drive, Baltimore, US 21202
Website: barbecuegrillshop.com

We appreciate your trust in Lodge Store for your authentic barbecue and outdoor cooking needs.