Welcome to Johnstone’s Sales Shop FAQ page! We’re here to answer all your questions about our premium grilling products and services. Below you’ll find detailed information about our products, shipping, payments, and more. Can’t find what you’re looking for? Contact our pitmaster team at [email protected].
About Our Products
What types of grilling products do you offer?
We specialize in premium outdoor cooking equipment including:
- American Outdoor Grills and Barbecues
- High-end brands like Broil King, Crown Verity, and DCS
- Charcoal smokers and accessories
- BBQ parts and burners
- Sauces, marinades, rubs, and cookbooks
- Cleaning supplies and cooking accessories
Are your grills suitable for professional use?
Absolutely! Many of our commercial-grade grills from brands like Crown Verity and Broil King are used by competitive barbecue teams and restaurant professionals. We test our packaging by shipping demo units internationally to ensure they arrive in competition-ready condition.
Do you sell replacement parts for grills?
Yes! We carry a wide selection of BBQ parts and burners, with specialized sections for Broil King components. If you can’t find what you need, contact our team – we’ll help you locate the right part for your grill system.
Ordering & Shipping
Where do you ship to?
We ship globally (excluding certain prohibited areas in Asia and remote regions). Our New York warehouse is optimized for international logistics, and we handle all customs documentation for you.
What are my shipping options?
We offer two shipping methods tailored for pitmasters:
- Standard Shipping ($12.95 flat rate via DHL/FedEx): 10-15 days after dispatch – perfect when you need equipment for an upcoming cookout
- Free Shipping (via EMS on orders over $50): 15-25 days after dispatch – great for non-urgent orders of sauces and accessories
How are large grills packaged for shipping?
We disassemble larger items like Crown Verity grills using manufacturer-approved methods for safer transit. Our heavy-duty packaging is tested by shipping demo units internationally – we treat your grill with the same care as competition brisket!
Will I be charged import duties?
No surprises! All import duties are calculated at checkout so you won’t face unexpected charges when your package arrives. Our system is transparent about all costs upfront.
Payments & Accounts
What payment methods do you accept?
We accept all major credit cards: Visa, MasterCard, JCB, as well as PayPal for your convenience. All transactions are securely processed.
Do you store my payment information?
For your security, we do not store complete payment information on our servers. All payment data is processed through our PCI-compliant payment partners.
Returns & Guarantees
What is your return policy?
We offer a 15-day return policy from the date of delivery. If you’re not completely satisfied with your purchase, you may return it for a full refund. Items must be in original condition.
What if my order arrives damaged?
While we take championship-level care in packaging, if damage occurs:
- Contact us at [email protected] within 48 hours of delivery
- Include photos of the damage and packaging
- We’ll make it right – either by replacement or refund
Do you offer warranties on your products?
All products come with their manufacturer’s warranty. Many of our premium grills like Broil King and Crown Verity offer extensive warranties – check individual product pages for details. We’ll help facilitate any warranty claims.
Seasonal Considerations
When is the best time to order for peak grilling season?
During May-August, we recommend ordering at least 3 weeks before major holidays (Memorial Day, July 4th, Labor Day). This ensures your gear arrives with time to season and prepare for those all-important cookouts!
Do you offer seasonal promotions?
Yes! Join our Global Barbecue Family by subscribing to our newsletter for exclusive offers, grilling tips from our competitive team, and early access to seasonal sales.
Johnstone’s Sales Shop — Delivering premium grilling equipment to pitmasters worldwide since 2009.
Have more questions? Our grill experts are standing by at [email protected]