Your grill was damaged beyond the point of being usable*:
Option 1:
Refuse the package back to us, using the return address on the shipping label. Please contact us via phone or email if this occurs. TO MAKE A VALID DAMAGED CLAIM, YOU MUST PURCHASE SHIPPING INSURANCE AT THE TIME YOU ORDER. The package needs to be marked as "Arrived Damaged" by the post office. You should be able to get your local post office to stamp the package as damaged as well as refuse the package back to us for free.

When we receive the parcel, there are 2 sub options available:
- Sub Option A: You can request that the same item be shipped again, free of charge.
- Sub Option B: You can request a full 100% refund and choose to either re-order or not.

Option 2:
We can mail you the insurance form, and you can make the insurance claim with the post office. From there you can get your money back from the post office, and choose to either re-order or not. TO MAKE A VALID DAMAGED CLAIM, YOU MUST PURCHASE SHIPPING INSURANCE AT THE TIME YOU ORDER.

*Some discretion needs to be used when claiming your item is damaged. The universal mesh sheets are prone to slightly bent or rounded corners during shipment yet most customers are still able to use the bulk of the sheet for the desired application. If you able to use the your grill to the point where any damaged part of the grill is not going to be shown or used, then please do not file a claim.

YOU made an error in your order and it has already shipped:
Option 1:
Wait until the order arrives at your address, and refuse 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. If this occurs please use Fax/ Mail RGA Form.

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 expenses on the first order. If this occurs please use Fax/ Mail RGA Form.

CUSTOMCARGRILLS made an error in your order and shipped the wrong item:
Option 1:
Calm down, we do make mistakes from time to time. You will need to refuse 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 this occurs please use Fax/ Mail RGA Form. If the post office will not allow you to refuse the package back to us, then we will pick up the tab on USPS Priority Mail + Delivery Confirmation + Insurance**.

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 me. Once we get the original order back, then we will give you a 100% Refund including shipping expenses on the first order. If this occurs please use Fax/ Mail RGA Form. If the post office will not allow you to refuse the package back to us, then we will pick up the tab on USPS Priority Mail + Delivery Confirmation + Insurance**.

** Do not over-insure packages past their actual value.

You got your order and you don't want it AND the grill is in a 100% unused condition:
Option 1: You have 5 days from when your package arrived at your address to contact us*** stating that you would like to return the product. If this occurs please use Fax/ Mail RGA Form. Once we get the order back, then we will give you a 100% refund less shipping, packaging, and credit card processing expenses (typically 80-90% of the original full price). To ensure the package arrives safely please use USPS Priority Mail + Delivery Confirmation + Insurance.

*** Calling our phone number and not leaving a message is not a valid means of "contacting us". Please leave a message describing the problem if someone does not pick up. Also, sending an email with spam-like subject lines (i.e. your grill is like a gucci bag full of viagra) which will be caught by our spam filter also is not a valid means of "contacting us". Contacting us via email is your best means of communication.

You got your order and you don't want it AND the grill is in a used condition:
Option 1: You have 10 days from when your package arrived to contact us*** stating that you would like to return the product. If this occurs please use Fax/ Mail RGA Form. Once we get the order back, then we will give you a partial refund (inquire BEFORE sending the product back as to how much you may receive) less shipping, packaging, and credit card processing expenses (typically 0-50% of the original full price). To ensure the package arrives safely please use USPS Priority Mail + Delivery Confirmation + Insurance.

*** Calling our phone number and not leaving a message is not a valid means of "contacting us". Please leave a message describing the problem if someone does not pick up. Also, sending an email with spam-like subject lines (i.e. your grill is like a gucci bag full of viagra) which will be caught by our spam filter also is not a valid means of "contacting us". Contacting us via email is your best means of communication.

If your grill kit is incomplete upon purchase, contact us and you will be supplied with the missing parts.

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:
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 about 10 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 =)