Return / Exchange / Cancellation Policy

Damaged Package:

If your package is obviously damaged upon receipt, please Contact Us via email. To make a valid damaged insurance claim, we must either receive the item back or receive pictures of the damaged product so we can make an insurance claim.

To refuse a package if you selected USPS as your shipping courier, simply go to your local post office and have them stamp the package as damaged and tell them you would like to refuse the package back to sender. Refusing the package as unopened to us is free, there will be no out of pocket expense to do this. If the package was opened, then return shipping charges may apply.

Ordering Errors:

If you made an error in your order and it has already shipped, please use the options below for solutions.

Option 1: Wait until the order arrives at your address, and ship (or refuse if USPS only) the package back to us. Once we get the original order back, then the new package with the correct contents will be shipped out with 1-2 business days. Additional shipping fees may be incurred.

Option 2: If you need the item you intended to purchase ASAP, then you will need to order that item while the initial package is still in transit. Once your first order arrives at your address, then refuse the package back to us. Once we get the original order back, then we will give you a 100% refund less shipping & possibly a restocking (in some circumstance and only up to 5%) expenses on the first order as long as the order is received back in new & unused condition.

Shipping Errors:

If we made an error in your order and shipped the wrong item, please use the options below for solutions.

Option 1: Calm down, we can make mistakes from time to time. You will need to send the package back to us. Once we get the original order back, then the new package with the correct contents will be shipped out with 1-2 business days; no additional shipping fees be incurred. If the courier will not allow you to refuse the package back to us, then we will pick up the tab on for return shipping, just email us for a shipping label.

Option 2: If you need the item you intended to purchase ASAP, then you will need to order that item while the initial package is still in transit. Once your first order arrives at your address, then refuse the package back to us. Once we get the original order back, then we will give you a 100% Refund including shipping expenses on the first order. If the courier will not allow you to refuse the package back to us, then we will pick up the tab on for return shipping, just email us for a shipping label.

Missing Parts or Orders:

If you opened your package and there are parts missing, please Contact Us via phone or email and we'll do our best to get all the ordered parts to you.

Orders that are scanned as delivered by the courier at the address specified by the customer is not eligible for a lost package insurance claim.

General Return:

You have 30 days from when your package arrived at your address to Contact Us stating that you would like to return the product. Once we get the order back, then we will give you a refund on the product price less a restocking fee (in some circumstance and only up to 5%) as long as the order is received back in new & unused condition. Shipping costs are non-returnable and the customer will be responsible for shipping back the order.

Orders that required custom paint or custom lettering are non-returnable. Services, such as letter or emblem installations are non-refundable. To ensure the package arrives quickly & safely please use a service with deliver confirmation.

General Cancellation:

Cancellation on an order of a product or service that haven't been shipped can result in a 5% cancellation fee.

Special Order, Scrap, Prototype, & Clearance Items:

No Refunds or Exchanges for special order builds including but not limited to unique lettering or custom paint (including color matched paint). Scrap, Prototype, and Clearance items are sold as-is.

Item Misdescribed:

If you feel that our website was misleading and that we have unrightfully sent you a product significantly different than pictured which warrants a refund please use the options below for solutions.

Option 1: Please Contact Us and please let us know where we went wrong. Generally, the website is very accurate as to descriptions and pictures but from time to time we do not meet certain expectations that some customers expect. This website has been a work in progress for over 20 years and it still have room to improve, and we are always open to suggestions on how to avoid any confusion before purchase.

Option 2: Don't Contact Us, and go off on some endless rant on an online forum in reference as to how horrible your experience was with customcargrills. Seriously, just use option 1 😀