Refund policy

Returns & Refund Policy

At SmokeCraft IQ, we pride ourselves on having a very fair Return & Refund policy. If for some reason you are not satisfied with your delivered order, it might be eligible for a return. To understand return qualifications and our refund process, please review all details provided below, thank you.

Return Shipping Costs Summary:

• For Damaged/Defective/Incorrect Items: SmokeCraft IQ covers 100% of the return shipping costs (including any restocking fee).
• For "Change of Mind" Returns or Exchanges: The customer is responsible for the actual return freight costs. Please note that for LTL/freight items (grills/smokers), these costs can be significant. See details below.

Restocking Fee Summary:

• For Damaged/Defective/Incorrect Items: SmokeCraft IQ covers 100% of any restocking fee.
• For "Change of Mind" Returns or Exchanges: The customer is responsible for the actual restocking fee (up to 25% of the order) to cover inspection and warehouse processing.

Pre-Shipment Cancellations (prior to your order shipping)

A customer may cancel their order any time before it ships (except for custom/made-to-order items). If you wish to cancel an order before your order leaves the warehouse, please contact us as soon as possible so we can refund you in full.

We will assess your cancellation request within 2 business days of receipt. If approved, we initiate refunds within 2 additional business days. Your bank may take additional time to post them in your account.

Cancellation of Custom Orders

Custom or made-to-order products are final and cannot be canceled or refunded since these products are put into production promptly upon receipt of your order. No exceptions. If it is not clear whether your order is custom or made to order, please message or call us.

Shipping Timeframes

See our Shipping Policy for shipping time estimates and potential delays.
Orders placed after our daily cutoff time of 5:00 PM Eastern will be processed on the next business day. Business days are Monday through Friday, excluding federal holidays.

Post-Shipment Returns (once the order ships)

Issues that arise after installation are generally handled under the manufacturer’s warranty rather than as Returns. See the Warranty section below for details.

Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product.

Exchanges

We offer exchanges only in limited cases, such as if you receive a defective item, an item damaged in transit, or an incorrect item due to our error. Customers must contact us within 30 days of delivery to request an exchange, and all exchange requests are subject to approval and product availability.

Exchanges are not available for preference changes such as different models, configurations, or finishes. In these cases, you may request a return (if eligible under our Return Policy) and place a new order for the desired item.

Due to increasing LTL/freight shipping costs, any outright returns will incur a 25% restocking fee plus applicable shipping and payment processing fees.

The Refund formula (for post-shipment returns) is: [Refund amount = Item price – Restocking fee – Outbound shipping expense – Return shipping expense – 3.5% Processing fee.]

Customers have 30 days from the date they receive an item to initiate a return. However, please check the specific return policy for the brand of product you are purchasing. The brand-specific return policy listed on the product page overrides this general return policy of 30 days.

We will assess your Return request within 2 business days of receipt.

Return Eligibility and Fees

Please Read the Following: When you purchase from SmokeCraft IQ, you acknowledge and agree that:

● You are to inspect the package upon delivery, and notate and take pictures if there is any freight/delivery damage and provide it to SmokeCraft IQ within 24 hours of the product being delivered.

● Returned products need to be returned unopened, unassembled, in original packaging, with all accessories and manuals, with no signs of installation or use. Otherwise additional fees may be incurred.

● Returns must be return-shipped directly to the Supplier's warehouse address, which we will provide for you. Returns should not be shipped to our business Mailing address. Otherwise additional fees may be incurred.

● If your order has departed the warehouse, you are not eligible to receive a full refund.

● Shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of SmokeCraft IQ.

● Products marked ‘non‑returnable’ on their product pages follow the manufacturer’s policy and cannot be returned to us, and are not eligible for return or refund – including made-to-order units, custom-finished products, special order accessories, clearances and final-sale items.

● We will not accept returns without providing our Return Approval.

● By purchasing, you acknowledge and agree that you will not cancel your order or file a chargeback for an order delay or because an estimated shipping time provided to you turned out to be inaccurate due to factors outside the control of SmokeCraft IQ (such as manufacturing and logistical constraints of our partner companies).

Return Requests

If your item(s) are unused, unassembled, and still in its original packaging and is not otherwise ineligible for Return approval, you may initiate your return request by sending the following information to us via email:

• Your name
• Order number and order date
• Reason for your return
• Photo of the unused, unopened item(s)

Upon receipt of your email, you will receive back from us an email either approving the return request or our request for additional relevant information to assist us with our approval decision.

Return Expenses and Procedures

SmokeCraft IQ’s default return shipment expense policy is that customers will be responsible for all return shipping charges or reconsignment fees caused by customer error, unless otherwise stated on the product page.

Please note the following terms and procedure for approved returns:

• If the item is damaged during return transit due to inadequate packaging or customer carrier choice, those decisions may reduce or void the Refund.

• If your return or exchange is approved, we will send Return Approval via email with shipping labels and instructions on how to ship your return to the supplier's warehouse (not to our business Mailing address).

• After your return has been received and inspected, within 2 business days we will issue the refund – less shipping costs and charges associated with the return to the supplier's warehouse.

• The refund will be made via the original payment method. Your bank may take additional time to post them in your account.

Any return request made more than 30 days after delivery will not be approved. No exceptions.

Damaged Goods

Please promptly inspect the packaging of your item(s) when they arrive. If the box has external damage or is visibly destroyed, please refuse the shipment.

If you notice any damage after you sign for delivery and receive the order, please promptly send photos of the damage and the packaging labels, along with a brief description of the damage to support@SmokeCraftIQ.com and we will process an insurance claim on your behalf.

Photos and videos must be sent for freight damage within 24 hours of arrival, or the freight damage claim will not be valid.

Warranty

Most manufacturers provide warranty coverage; see product pages for their specific terms.

BOGO Promotions

In the event of a BOGO (‘buy one/get one’) promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement for that item or store credit for the value of that item when purchased on its own.

If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you use when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above.

Individual items will have a varied refund and return policies depending on the manufacturer. Please see individual product pages for details or contact support@SmokeCraftIQ.com.

Chargebacks

Our team is here to assist you and resolve any issues. We have purposefully made our policies fair for you and for us, and believe they are among the best in our business sector. Please know that we are on your team, are very responsive, and will do all that we can to assist you and provide the best resolution.

Filing an unwarranted chargeback may delay resolution and could result in your account being restricted. We encourage you to contact us first so we can directly resolve any issue together. Thank you, we truly appreciate your business!

CONTACT INFORMATION

If you have questions about our Returns & Refund Policy or wish to request a return, you can contact us as follows:

Business Name: SmokeCraft IQ

Business Hours:

• Monday - Friday 9:00 am - 5:00 pm ET
• Saturday – Sunday: Closed (out at the grill)

Call Us: ‪(502) 305-7271

Email Us: support@SmokeCraftIQ.com We typically reply within one to two business hours.

Contact Form: You may also submit your inquiry using our Contact Us form.

Mailing Address: Or, you can write to us at:
     SmokeCraft IQ, 2145 Yoder Tipton Rd. Taylorsville, KY 40071.

Note for Returns: Please do not ship returns to the mailing address above. To initiate a return, please review the specific instructions above for authorization, thank you.

Branding: SmokeCraft IQ is an operating brand of Louisville Pallet Solutions, LLC (KY).

For additional information, please review our Privacy Policy and Shipping Policy.