Shipping & Delivery Information
We pride ourselves on swift order processing and reliable global delivery, ensuring your CGS gear reaches you ready for the fire.
Order Processing
All orders are processed at our workshop in Panama City, US within 1-2 business days of payment confirmation. You will receive a shipping confirmation email with tracking details once your order leaves our forge.
Shipping Methods & Timelines
We offer two primary shipping options to balance speed and cost for our international customers:
- Standard Shipping (Fee: $12.95 USD):
We ship via premium carriers like DHL or FedEx. Delivery typically occurs within 10-15 business days after shipment from our facility. This is our recommended option for faster, tracked delivery. - Free Shipping (Orders over $50 USD):
Qualifying orders are shipped via EMS. Delivery typically occurs within 15-25 business days after shipment. A tracking number is provided.
Note on Delivery Areas: We ship globally but are currently unable to deliver to certain parts of Asia and a few remote regions. Shipping costs and times for these locations will be calculated at checkout or communicated after order placement.
Our Return & Exchange Promise
We stand behind the weld on every Adjustable Rig and the finish on every ceramic stone. If a product doesn’t meet your expectations, our policy is designed for clarity and fairness.
- Return Window: 15 days from the date you receive your order.
- Condition: Item must be unused, in its original packaging, and include all parts, accessories, and documentation.
- Process: Returns must be initiated via email and authorized by us before shipping.
The Step-by-Step Return & Exchange Process
- 1Initiate Your Request (Within 15 Days)
Email our customer craft team at [email protected] with the subject line “Return/Exchange Request – Order #[Your Order Number]”. Use the template below to provide all necessary details. - 2Receive Your RMA & Instructions
We will review your request and email you a Return Merchandise Authorization (RMA) number and specific return instructions. Do not ship items back without an RMA. - 3Package & Ship the Item Securely
Repack the item in its original packaging with all contents. Clearly mark the RMA number on the outside of the box. Ship to:
Ceramic Grill Store Returns Department – RMA #[Number] 804 East 7th Court
Panama City, US 32401
Use a trackable and insured carrier service. Return shipping costs are the customer’s responsibility unless the return is due to our error. - 4Inspection & Processing
Once received, our team will inspect the item (within 3-5 business days) to ensure it meets return conditions. We will then notify you of the approval or denial of your refund/exchange.
Return Request Email Template
Subject: Return/Exchange Request – Order #[Your Order Number]
Dear Ceramic Grill Store Team,
I would like to request a [return for refund / exchange for (specify desired product)] for my recent order.
Order Number: #[Insert Your Order Number] Product Name(s): [e.g., CGS Large Adjustable Rig, Ceramic Pizza Stone] Reason for Return/Exchange: [Please provide details]
I confirm that the item(s) are unused, in their original packaging, and include all parts.
My full name and shipping address as they appear on the order are:
[Your Full Name] [Your Shipping Address]
Please provide the RMA number and return instructions at your earliest convenience.
Thank you,
[Your Name] [Your Phone Number – Optional]
Refunds: Timing & Method
Your financial security is paramount. Upon return approval:
- Timing: We process refunds within 5-10 business days. The credit appearing on your original payment method depends on your bank or provider’s policies.
- Method: All refunds are issued to the original payment method used (Visa, MasterCard, JCB, or PayPal). We cannot refund to a different account.
- Deductions: The refund is for the product’s purchase price. Original shipping fees are non-refundable. If the return is due to our error (wrong/defective item), we will cover all shipping costs and refund all fees.
Exchanges
To exchange an item (e.g., swapping a Large Grid for a Half-Moon Griddle), clearly state your desired product in your initial email. After we receive and process the return, we will ship the new item. Any price difference will be charged or refunded accordingly.
Non-Returnable Items & Situations
In the spirit of transparency that forges trust, please note these exceptions, informed by the specialized nature of our products:
- Used, Damaged, or Altered Products: Any product showing signs of use, fire exposure, heat damage, or modification cannot be accepted. Our products are designed for high-heat cooking, and once used, their condition cannot be verified for resale.
- Final Sale / Clearance Items: Products marked “Final Sale” at purchase are not eligible for return or exchange.
- EGG Replacement Parts & Gaskets: Due to their specific, often installation-dependent nature and hygiene considerations, items in the EGG Replacement Parts and Gaskets categories are generally not returnable unless they arrive defective or incorrect.
- Custom or Special Order Items: Products made or modified to specific customer specifications cannot be returned.
If you receive a defective or incorrect item, contact us immediately at [email protected]. We will arrange a prepaid return label and expedited replacement at no cost to you.
Questions? Our Craft Team is Here to Help.
We are committed to resolving your concerns with the same dedication we apply to welding our Adjustable Rigs.
Email: [email protected]
Address: 804 East 7th Court, Panama City, US 32401
We strive to respond to all inquiries within one business day.