Most orders ship out within 1-2 business days. However, during the holiday season or promotional periods, we may experience a slightly prolonged fulfillment window. We will work our hardest to get orders out as soon as we possibly can. When your order ships, you’ll get a notification with tracking.
When your order ships, we send an automated shipping notification that includes the tracking number and tracking link. If you created an account at checkout, you can also see your order status in your account by clicking My Account at the top of this page.
Sometimes your tracking information will be updated if the shipment is out for delivery in your area. If you see that the tracking status reads as “delivered”, but you haven’t received it, be sure to check with your neighbors or other members of your household. We’ve seen it take up to 2 days for a package to arrive that showed it was already delivered.
The package may have been delivered to a secure location if you were not available at the time of delivery.
If you still can’t locate it, send us a note at email@example.com and we’ll be happy to help.
Orders may be modified or canceled before they have been shipped. Once they have shipped, we cannot change order details or cancel them.
If your order has not shipped, please contact us at firstname.lastname@example.org to make changes.
If you did not receive an order confirmation, first check your spam/junk folders. If you don’t see it, make sure to add us to your contacts using the instructions below. Then, send us an email at email@example.com requesting to have it re-sent to you.
Below are instructions for each mail service to ensure you get our emails.
Add Us To Your Approved Sender List
1. Right-click on the e-mail message from us.
2. Point to Junk E-mail, and click “Add Sender to Safe Senders List.”
Outlook Express (version 6 or higher):
1. Open the e-mail.
2. Left-click the sender icon, or right-click the sender’s name.
3. Click “Add to contacts.”
4. Click “Save and close.”
1. Click “Help,” then “Settings.”
2. Click “E-mail Settings.”
3. Click on “Safe List.”
4. In “Add an item to this list,” enter the e-mail address firstname.lastname@example.org.
5. Click “Add.”
1. Click the “Addresses” button.
2. Select “Add Contact.”
3. Save the e-mail address email@example.com to your contacts list.
1. Click “Contacts” along the left side of any Gmail page.
2. Click “Add Contact.”
3. In the primary email address box, type the e-mail address firstname.lastname@example.org.
4. Click “Save.”
AOL (version 9.0 or higher):
1. Click the “Mail” menu and select “Address Book.”
2. In the pop-up box, click the “Add” button.
3. In the “Other E-Mail” field, type the e-mail address email@example.com.
4. Make this e-mail address the “Primary E-Mail” address by checking the associated check box.
5. Click the “Save” button.
Each order purchased directly from our store comes with a 100% satisfaction guarantee. In the event that you would like to exchange or return your product, please email us at firstname.lastname@example.org. We will provide you with a complimentary return label and detailed instructions on how to process the exchange or return.
The Smokeshow does not require very much maintenance. It is shipped with a food-safe butcher block wax coating to protect it from water damage and keep the wood moisturized. You can replace this coating using any food safe butcher block wax or oil on a quarterly basis.
The outside can be wiped with a damp cloth to remove any soot, and the basket can be cleaned using water or a wire brush. If your basket wears out or gets clogged, we offer replacements on our store.
If you input the incorrect address at checkout, the best thing to do is call USPS customer support to update the address with them before the item arrives. If the package is returned to us, we will have to ask you to cover the shipping for the replacement order.
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