At The Kansas City BBQ Store, we take pride in delivering the highest quality sauces, rubs, tools, and accessories to fuel your passion for barbecue. We stand behind every product we ship. However, we understand that sometimes a product might not meet your expectations. Just as we carefully craft our blends, we’ve crafted a straightforward and fair returns policy to ensure your experience with us remains as satisfying as a perfectly smoked brisket.
Our Returns & Exchanges Policy
We gladly accept returns and exchanges for most items within 15 days of the delivery date. To be eligible, the item must be unused, in its original packaging, and in the same condition you received it.
⚠️ Important: Non-Returnable Items
To ensure food safety and hygiene, the following product categories are final sale and cannot be returned or exchanged:
- Food & Consumable Products: All BBQ Sauces, Glazes, Marinades, Brines, Injections, Seasonings, Rubs, Condiments, and Dips. (Once these flavor-packed items leave our warehouse, we cannot ensure their integrity for resale.)
- Disposables: Any single-use items.
- Opened or Used Products: Any item not in its original, sealed condition.
Please note: Cast Iron cookware is returnable only if it is unused, unseasoned, and in its original packaging.
Step-by-Step Return/Exchange Process
- Initiate Your Request: Contact our customer care team within 15 days of delivery. Email us at [email protected] with your order number and details about the item you wish to return or exchange. Use the template below to make it easy.
- Receive Instructions: We will respond within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send your package. Returns sent without an RMA number cannot be processed.
- Ship the Item: Securely pack the item(s) in their original packaging, include the RMA number inside the package, and ship it to the address we provide. We recommend using a trackable shipping service. The customer is responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped).
- Inspection & Processing: Once we receive your return, our team will inspect it (typically within 3-5 business days). We will notify you via email about the status of your refund or exchange.
Refunds: Timing & Method
We aim to make things right, quickly.
- Timing: After your return is approved, your refund will be processed within 5-10 business days.
- Method: The refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal). Please note that it may take additional time for the refund to appear on your bank or credit card statement, depending on their processing times.
- Exchanges: For exchanges, once we receive and inspect the returned item, we will ship out the replacement product. Standard or free shipping rates will apply based on the new order total.
Original shipping fees are non-refundable for returns that are not our fault.
Return Request Email Template
Copy and paste the template below into an email to [email protected] to get the process started.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or is not what you ordered, please contact us immediately at [email protected]. We will cover all shipping costs to correct the issue and get you the right product, pronto.
Need Help? We’re Here for You.
For any questions about our returns policy or process, don’t hesitate to reach out. We’re as committed to your satisfaction as we are to the art of BBQ.
Email: [email protected]
Mail: The Kansas City BBQ Store, 2628 Gladwell Street, Memphis, US 38104 (Attn: Returns)
Thank you for being part of The Kansas City BBQ Store family. Now, get back to the fire.