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Return / Exchange Info

Damaged Package:

If your package is obviously damaged upon receipt, please refuse the package back to us, using the return address on the shipping label. Please Contact Us via phone or email if this occurs and you have any questions. To make a valid damaged insurance claim, we must either recieve 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 courrier, 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 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.

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.

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 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 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, 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 post office will not allow you to refuse the package back to us, then we will pick up the tab on USPS Priority Mail, just email us for a shipping label.

Missing Parts:

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.

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 100% refund on the product price. Shipping costs are non-returnable. Orders that required wet paint or custom lettering are non-returnable. To ensure the package arrives quickly & safely please use USPS Priority Mail + Delivery Confirmation.

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 Misdescibed:

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 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 =)

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