Exchanges, Returns & Such
Phone: (940) 387.0100
EXCHANGES - ORDERED THE WRONG ITEM:
Did you order the wrong item. Don't feel bad, it happens - ordered the wrong Spider, Woo or other accessory. We are happy to take items back, as long as we can restock them. We do not have access to your credit card info, so the best way to handle getting you the correct item(s) is for you to place a new order and return the wrong.
To return the item(s), we ask that you call us for an RMA (return authorization number) prior to sending anything back. We strongly recommend using Fedex or UPS for the return. It's important to make sure items are properly packaged. We can not refund if the item comes back to us damaged. We recommend insuring the item. We'll refund back to you the item(s) cost. Please read Refund Period below as it limits our capabilities. Unfortunately, we can not assist on shipping charges related to purchase errors. Our phone number is listed at the top of the page.
ADD TO AN ORDER THAT HAS NOT SHIPPED
Best thing for you to do is place a second order and call us, number above. On the new order, write us note in the note box (box is visible during checkout) to combine the second order with the original order. We need you to provide us the original (first) order number in the note.
We can't guarantee that both orders will ship together but we'll do our best. We'll refund back to you the overcharges on shipping once both orders are combined.
It happens from time to time, an item (stone) gets damaged in shipment. To replace the item, we need you take a picture of the damaged item(s) and shipping box. Email the pictures to us and then gives us a call. Upon receipt and confirmation, we'll send out replacements and provide instructions for the damage item(s).. Our email address and phone number are above.
WARRANTY, REFUNDS & EXCHANGES:
Items come with a ninety (90) day money back guarantee and replacement guarantee for defect. We reserve the right to charge a restocking fee. You are responsible for costs incurred to return the item(s).
Please email or phone us prior to returning any items for return instructions. Also read Refund Period below as it limits our abilities to process a refund.
Our credit card processing company provides a 60 day calendar window (time starts on order date) to complete a refund to a credit card. So, best not to wait. If, for any reason, we can't process a refund through our credit card processor, a store credit will be issued.
SHIPPING ITEMS BACK TO CERAMIC GRILL STORE:
For your full protection, we strongly suggest that all items being returned to us are: shipped back via FedEx or UPS; properly package to prevent damage; and, insured for full value. We can not provide refunds or credit for items returned and received damaged.
We have these policies and procedures so all customers are treated equitably.