Shipping policy

Summary of Order Processing & Transit Times

• Order Cut-off Time: 5:00 PM ET

• Order Handling Time: 1–5 Business Days (Mon-Fri)

• Transit Time: 3–5 Business Days (Mon-Fri)

• Shipping Destinations: We currently ship to the contiguous United States only.

Total Estimated Delivery Time: 4–10 Business Days. Please note: For large LTL shipments (grills, smokers, pizza ovens), the carrier will contact you via phone to schedule a delivery appointment once the shipment reaches your local terminal.

Order Confirmation

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.

Orders placed after our daily cutoff time of 5:00 PM Eastern time will be processed on the next business day. Business days are Monday through Friday, excluding federal holidays. 

Order Processing and Shipment

Also as soon as we receive your order, we confirm with our suppliers that the item(s) is in stock and available for prompt shipment. If your item is backordered or unavailable, we will reach out to you via e-mail to ask your preference whether to leave your order on backorder status or to cancel the order and void the credit card pre-authorization.

But if your items are available for immediate shipment or within five (5) business days from your order date, we will process the charge and submit your order for shipment from the brand/distribution centers of our U.S. suppliers.

Smaller, lighter items are shipped via a fully tracked courier service like USPS, UPS or FedEx. Larger and heavier items are shipped via LTL freight (via the carrier of our selection).

Whichever shipping method is used, we will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided during checkout. If you do not receive tracking information from us within six (6) business days of placing your order, feel free to follow up with us at support@smokecraftIQ.com.

Where We Ship

We currently ship within the contiguous United States. We do not ship to Alaska, Hawaii, PO boxes, or APO/FPO. Select products may be available to ship to Canada; if checkout permits a Canadian delivery address, then the order can likely be fulfilled.

Changing Your Delivery Address

If your order has been processed or shipped and you'd like to change your delivery address, we will do our best to accommodate this change through our carrier. However, please expect delays for all changes to your delivery address. And if there are any additional charges from our freight companies because of this change (e.g. rerouting or storage fees), these expenses will be the customer’s responsibility.

Shipping Timeframes

All shipping times are estimates and should not be taken as a guarantee. To help facilitate efficient shipping, we promptly inform our vendors of new orders. Once an order has been picked up by a freight carrier, it is entirely under their control and thus delays with shipping are possible and out of our control.

With that being said, if a customer decides to cancel an order due to a shipment not arriving in the estimated time frame, the customer is responsible for all associated shipping charges, fees, warehouse storage costs, and any other fees associated with the order.

Most in-stock orders ship within five (5) business days from receipt of the order and are delivered within five (5) additional business days.

Please note that shipping times may vary based on the brand, the carrier, and whether the item is custom/made-to-order. To discuss and resolve any disputes related to shipping delays, we encourage you to contact us first so we can directly resolve any shipping issues together.

Delivery Appointment and Customer Responsibilities

• Be Present To Accept Delivery on the Date and Time indicated by the carrier: You must be available to accept delivery of your order, please. Failure to do so could result in additional charges from the freight carrier that will be paid by you, the customer, including but not limited to storage fees. SmokeCraft IQ will not be responsible for any fees arising from a customer’s inability or refusal to accept a shipment.

• Ensure Delivery Truck Access: Customer must provide safe truck access. Difficult-access expenses or re-delivery fees will be incurred by the customer.

• Curbside Delivery: Freight deliveries are 'To the Curb' by default. Drivers will get the shipment as close to your primary entrance as safely possible using a liftgate and pallet jack. See additional information below.
  

• Inspect Your Shipment: At delivery, carefully inspect the packaging and pallet before signing:

• Note any visible damage or missing boxes on the delivery receipt and take clear photos.

• If damage appears severe, you may refuse the shipment and contact us immediately (within 24 hours).

• After delivery, unpack and inspect all items within five (5) business days of delivery. Report any concealed damage, missing parts, or incorrect items to us within this timeframe so we can file a claim and arrange repairs, replacements, or parts at no additional cost where eligible. Damage or shortages reported after this period may not be covered.

Shipping Fees and Options

All orders over $199 qualify for free Curbside Shipping to the contiguous United States. We reserve the right to cancel orders or charge for shipping when the cost of shipping is unusually high or impractical.

For orders totaling $199 and lower, the Standard shipping rate of $12.95 will be charged to the customer, and typically ship in 3-4 business days after order handling.

Most curbside deliveries arrive within approximately 4–10 business days from your order date.

Freight shipments are dropped off at your curb. As the driver is not expected to carry your ordered items to your backyard or inside your house, please plan on having helpers present to assist you with moving heavy/bulky items to their place.

Optional premium delivery services may be available for select products and for certain locations. Additional fees apply and will be quoted before you confirm your order:

• Threshold Delivery: Your order items will be brought from the truck and onto your porch or into a sheltered/garage area.

• White Glove Delivery: Your order items will be brought from the truck to the outdoor area (or indoor room for temporary storage) of your choice, assembled (if requested), and all boxes and packaging will be stored in your designated area or hauled away for disposal.

Lost Shipments, Delays & Force Majeure

Title and risk of loss transition when the carrier takes possession of your order. While we work with reputable carriers, shipping delays, missed appointments, or damage in transit can occur and are outside our direct control. 

We can and will assist you, when possible, with tracking lost shipments and filing claims with the carrier. Yet our liability is limited to the replacement or refund of the merchandise as described in this policy; we are not responsible for consequential costs such as installer fees, lost time, or project delays.

This clause does not affect any rights you may have under our Returns & Refunds Policy or applicable consumer law.

Contact Information

If you have questions about our Shipping Policy or how a specific product can be shipped to your location, contact us before ordering and we will be glad to provide a tailored shipping estimate and guidance. We truly appreciate your business.

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 provided on our Refund Policy page 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 Refund Policy.