At Johnstone’s Sales Shop, we stand behind our premium grilling equipment like pitmasters stand by their smokers. While we’re confident you’ll love your Broil King systems, Crown Verity commercial grills, or Bradley Smoker accessories, we understand sometimes adjustments are needed. Here’s our competition-worthy returns process:

Our Return Promise

We accept returns within 15 days of delivery for most items, provided they’re in original condition with all packaging and tags. Your satisfaction matters more than perfectly smoked brisket.

Non-Returnable Items (Our Competition Exceptions)

To protect our global community of grill professionals, these items are final sale:

  • BBQ Sauces, Marinades and Rubs (food safety regulations)
  • Cookina Reusable Grilling Sheets (hygiene reasons)
  • Custom or special order items (like bulk BBQ parts orders)
  • Products showing signs of use (we can’t resell equipment that’s been fired up)

The Championship Return Process

Step 1: Initiate Your Return (Within 15 Days)

Contact our pitmaster support team at [email protected] with:

  • Your order number
  • Item(s) requesting to return
  • Reason for return (helps us improve our products)
Return Request Template:

Subject: Return Request for Order #[Your Order Number]

Dear Johnstone’s Team,

I’d like to initiate a return for the following item(s) from order #[Your Order Number]:
– [Product Name(s)]
– [Quantity]

Reason for return: [Please specify – sizing issue, defective part, etc.]

Please advise next steps.

Best regards,
[Your Full Name]
[Your Contact Information]

Step 2: Receive Return Authorization

Within 1 business day, we’ll email:

  • Return Authorization Number (your RMA)
  • Shipping instructions (address and carrier details)
  • Any special packaging requirements for large grills or smokers

Step 3: Package & Ship

Return items in original packaging with all accessories. For heavy items like American Outdoor Grills:

  • Use the original crate when possible
  • Include all manuals and warranty cards
  • Securely pack small parts like BBQ burner components separately

Return Shipping: Customers are responsible for return shipping costs unless the return is due to our error. We recommend insured shipping with tracking for high-value items.

Step 4: Inspection & Processing

Once received at our New York facility, our quality team will inspect items within 3 business days. You’ll receive email confirmation when:

  • Your return is approved and refund processed
  • Additional information is needed
  • An exchange is being prepared

Refund Details: Where the Money Goes Back

Approved refunds are processed within 3 business days of inspection completion:

  • Original Payment Method: Credit card/PayPal refunds appear in 5-10 business days depending on your financial institution
  • Restocking Fee: None for standard returns (we don’t penalize like competition judges)
  • Original Shipping: Non-refundable unless return is due to our error

Exchange Process: Upgrade Your Gear

Prefer different Broil King BBQ parts or need another size of BBQ cover?

  1. Follow standard return process above
  2. Note in your request you’d like an exchange
  3. Specify replacement item(s)
  4. We’ll process once original item is received

Price Differences: You’ll be charged/refunded any cost difference plus applicable shipping.

International Returns Note

For our global pitmasters (excluding Asia and remote regions):

  • Clearly mark packages “RETURNED GOODS” to avoid customs fees
  • Include all original customs documentation
  • Allow extra processing time for international shipments

Damaged or Defective Items

If your DCS grill or charcoal accessories arrive damaged:

  1. Contact us within 48 hours of delivery
  2. Provide photos of damage and packaging
  3. We’ll expedite replacement or refund

For assistance with returns or exchanges, contact our pitmaster support team:
Email: [email protected]
Mail: Johnstone’s Sales Shop, 2634 Heavner Court, New York, US 10013

Last Updated: [Insert Date] – We reserve the right to refuse returns that don’t meet our policy terms. Policy subject to change like grill temperatures during a perfect smoke.