At Ash Roamer, we deliver premium grilling experiences right to your doorstep. Just as we meticulously craft our grilling products, we’ve designed our shipping and returns process with precision and care. Whether you’re upgrading your backyard setup or seeking the perfect portable grill, we’ve got you covered every step of the way.

Shipping Information

Order Processing

We take 1-2 business days to process your order before shipment. During peak seasons, processing may take slightly longer, but we’ll keep you informed every step of the way.

Shipping Options

We offer two reliable shipping methods to serve our global customers (excluding some Asian and remote regions):

  • Standard Shipping: Via DHL or FedEx
    • Delivery within 10-15 business days after shipment
    • Flat rate of $12.95
    • Best for time-sensitive orders
  • Free Shipping: Via EMS (for orders over $50)
    • Delivery within 15-25 business days after shipment
    • No shipping charges for qualifying orders
    • Ideal for budget-conscious grill masters

International Customers Note: Customs fees and duties are the responsibility of the recipient. For returns, please declare packages as “Returned Goods” to avoid additional charges.

Our Hassle-Free Returns Policy

We stand behind our products like we stand by our grills – with complete confidence. If you’re not satisfied with your purchase, we’ll make it right.

Return Eligibility

Most unopened, unused items in their original packaging can be returned within 15 days of delivery for a full refund or exchange.

Non-Returnable Items

To ensure safety and maintain our quality standards, these products cannot be returned:

  • Fuel products (due to hazardous materials regulations)
  • Cast Iron Cooking items that have been seasoned or used
  • Opened accessories from our Accessories and Cooking Tools categories
  • Custom or personalized items from our Modular Grill Islands section

Step-by-Step Return Process

Step 1: Initiate Your Return

Contact our customer service team within 15 days of receiving your order:

Include the following information in your email:

  • Order number
  • Item(s) to return
  • Reason for return
  • Your preferred resolution (refund or exchange)

Step 2: Receive Return Authorization

Within 2 business days, our team will:

  • Verify your return eligibility
  • Provide a Return Merchandise Authorization (RMA) number
  • Send detailed return shipping instructions

Step 3: Package & Ship Your Return

Prepare your return with care:

  • Include all original packaging and accessories
  • Securely package the item(s) to prevent damage
  • Include a copy of your order confirmation or packing slip
  • Write the RMA number clearly on the outside of the package

Important: Customers are responsible for return shipping costs unless the return is due to our error. For damaged or defective items, we’ll provide a free return label.

Step 4: Processing Your Return

Once we receive your return:

  • We’ll inspect the item(s) within 3-5 business days
  • Process approved refunds to your original payment method
  • For exchanges, we’ll ship your new item immediately

Refund Timeline & Methods

Like monitoring the perfect grill temperature, we’re precise with our refund processing:

  • Credit card/PayPal refunds: 5-10 business days after approval (processing time depends on your financial institution)
  • Original shipping costs: Non-refundable unless the return is due to our error
  • Restocking fees: None for items returned in original condition

Damaged or Defective Items

While rare with our quality standards, if you receive a damaged or defective product:

  • Contact us immediately at [email protected]
  • Include photos of the damage/defect and packaging
  • We’ll arrange a free return label and expedite your replacement

Need Help?

Our US-based customer service team is here to assist with any shipping or return questions:

  • Email: [email protected]
  • Mail: Ash Roamer Sales Store, 3761 Drummond Street, Bloomfield, US 07003

We aim to respond to all inquiries within 24 hours during business hours (Monday-Friday, 9AM-5PM EST).

Happy Grilling,
The Ash Roamer Team