Welcome to Lodge Store, your trusted source for authentic barbecue gear and outdoor cooking essentials. Just as a great barbecue is built on patience and quality ingredients, our customer service is built on transparency, respect, and efficiency. This policy details how we deliver your gear and handle returns, reflecting our commitment to the global community of grilling enthusiasts we proudly serve.

Shipping Information

We ship worldwide (excluding some remote regions in Asia and other isolated areas). Our goal is to get your gear to your backyard as swiftly and securely as possible.

Shipping at a Glance

  • Order Processing: 1-2 business days after payment confirmation.
  • Standard Shipping: Via DHL or FedEx.
    • Delivery: 10-15 business days after dispatch.
    • Cost: Flat rate of $12.95.
  • Free Shipping: Available on orders over $50.
    • Service: EMS (Economy Mail Service).
    • Delivery: 15-25 business days after dispatch.

Please note: Delivery times are estimates and may vary due to customs, holidays, or regional circumstances. You will receive a tracking number once your order ships.

Returns & Exchanges Philosophy

Trust is the foundation of great barbecue and the cornerstone of our customer relationships. Our returns process is designed with the same precision and care we apply to selecting our premium ceramics, fuels, and competition-grade accessories. We aim to handle your request clearly, purposefully, and fairly.

Key Policy Summary

  • Return Window: 15 days from the date you receive your item.
  • Condition: Items must be unused, unassembled, in original packaging with all tags, manuals, and accessories.
  • Process: Initiate by emailing our support team (details below).
  • Refunds: Issued to the original payment method within 5-10 business days of us 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 meets the following criteria:

  • 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: Non-Returnable Items

For safety, hygiene, and product integrity, the following items cannot be returned or exchanged unless they arrive damaged or defective:

  • Food & Consumable Products: All fuels (e.g., Carbone – Pellet, charcoal), rubs (e.g., Angus & Oink, Bugin – Cocktail Rub), sauces (e.g., from Ben Fatto, Blues Hog), and other food items.
  • Personalized or Custom-Ordered Items: Any product specially ordered or customized for your setup.
  • Opened or Used Products: 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

Contact our pitmaster-ready support team at [email protected] within the 15-day window.

Use the subject line: “Return Request: Order #[Your Order Number]”.

Email Template (Copy & Paste):

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, we will email you a Return Merchandise Authorization (RMA) number and detailed instructions, including our return address:

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 your proof of postage.

Step 4: Our Inspection & Your Refund/Exchange

Once received at our Baltimore facility, our team inspects returns within 3-5 business days.

  • For Approved Refunds: We process your refund to the original payment method (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 ship the replacement to your original address via our standard 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 action has been initiated.

Damaged, Defective, or Incorrect Items

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

International Returns

We accept returns from most countries we ship to. The process is identical, but please note:

  • International return shipping costs and any applicable customs duties or taxes for the return shipment are the customer’s responsibility.
  • Refunds are 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 with any questions about returns, exchanges, or your order.

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.