Shipping, Returns, & Exchanges

1. Shipping Policy

At Carolina Cooker, we work hard to get your order processed and shipped as quickly as possible.

• Processing Time: Orders for in-stock items are typically processed within 1–3 business days (Monday–Friday, excluding holidays).
• Shipping Methods: We ship via major carriers including UPS, FedEx, and USPS. The carrier used is determined by the weight, size, and destination of your order.
• Shipping Rates: Shipping charges are calculated at checkout based on the delivery address and the total weight of the items in your cart.
• Tracking: Once your order ships, you will receive an automated email from our Shopify system containing your tracking number and a link to monitor your package.
• P.O. Boxes: Some oversized items (such as large cast iron pieces or burners) may require a physical street address and cannot be shipped to P.O. Boxes.

2. Returns & Exchanges

We want you to be 100% satisfied with your Carolina Cooker purchase. If an item doesn't meet your expectations, we are here to help.

• A minimum one-year warranty applies to all non-perishable items, parts and service from Carolina Cooker
• Condition of Items: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
• Proof of Purchase: A receipt or proof of purchase is required for all returns.
• Non-Returnable Items: Clearance items, gift cards, and certain perishable or customized goods are final sale and cannot be returned.

 How to Start a Return

To initiate a return, please contact our customer service team:

• Phone: 1-833-926-6537
• Online: Use our Contact Us page to request a Return Authorization (RA) number.
• Mail: Returns sent without an RA number may experience significant delays in processing.

4. Return Shipping Costs

• Customer Responsibility: Unless the item arrived damaged or the wrong item was sent, the customer is responsible for paying for the shipping costs to return the item. Shipping costs are non-refundable.
• Recommendation: We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

• Approval: If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5–7 business days.
• Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again, then contact your credit card company, as it may take some time before your refund is officially posted.

6. Damaged or Defective Items

If your order arrives damaged or if there is a manufacturer defect, please contact us immediately at 1-833-926-6537. We will provide a pre-paid shipping label and arrange for a replacement or a full refund at no cost to you.