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Frequently Asked Questions

Do you ship Internationally?

Yes, international shipping powered by Bongo International Checkout.
We have partnered with Bongo International Shipping to service our International customers.

Once you have created your shopping Cart, choose the “International Customers…Click here to pay” button. You will be automatically transferred to Bongo’s Secure International Checkout page where you will be provided with international shipping costs as well as duties and taxes for your shipment.

Upon completion of your order, Bongo will charge your credit card for the entire purchase. We will ship the goods to Bongo’s Global Distribution Facility where Bongo will process the order and transport the goods to your international address. There are no additional fees or registration processes with this service.

 

Where is your store located?

For our address, map, and contact information: Click Here

How long will it take to receive my order?

FedEx may take 3-5 days to ship unless otherwise listed.

Pallet shipments may take 5-7 days to ship unless otherwise listed.

Special orders may take 10-14 days to ship unless otherwise listed.

 

What should I expect when ordering something that will ship on a pallet?

Shipping and handling charges are an additional charge unless otherwise specifically noted at the time of the sale. All shipping charges are non-refundable. BBQ Island., offers three types of shipping options. (1) Will Call at one of our shipping terminals, which is the most cost effective way to accept delivery. (2) A Commercial business address. All of our carriers are set up for business deliveries, providing you have either a loading dock or fork lift to remove the shipment from the truck. Our shipping companies will not unload your product for you. (3) Residential/Lift-Gate delivery to your home address is also an option. The shipping companies will deliver your shipment to your driveway only; they will not bring it into your home or move it to your desired location. This option is the most expensive due to the fact that the carrier must arrange for a specific delivery date and time. We do not guarantee any shipping times; although we will do our best to get the product to you as quickly as possible, sometimes factors occur beyond our control and may affect shipping times. If for any reason you cannot accept delivery of your shipment, after the order has shipped, any and all re-delivery, re-consignment and or storage fees will be the consumer’s responsibility. These fees can be costly, so please be sure you can accept delivery, once it reaches its final destination. Most orders received before 3:00PM MST will ship the same day, provided the product ordered is in stock. Most orders received after 3:00 PM will ship the next business day. Orders are not processed or shipped on Saturday, Sunday or holidays. We cannot guarantee when an order will arrive. Consider any shipping or transit time offered to you by BBQ Island, Inc. or other parties only as an estimate.

 

What should I do when I receive my order?

Please be sure to inspect your shipment before signing for it. Although freight damage is rare, it can occasionally happen. Any and all damage must be noted in writing on the freight bill/delivery receipt. It is the consumer’s responsibility to make sure that no damage has occurred, prior to signing for your shipment. Be sure to verify that you have the correct number of pieces. A packing slip is attached on each shipment and will show the total piece count for the order. Once you sign the delivery receipt, the shipment becomes your property. Upon receipt of your order you must notify BBQ Island, Inc. of any discrepancies within 24 hours from receipt of the shipment. Failure to do so will hold BBQ Island, Inc. harmless of any claims.

 

What’s the lead time on the grill if I order today?

While we have a large stock of grills, we can’t possibly stock every grill, grill configuration and gas type. If the grill needs to be ordered from the manufacturer, we typically see a lead time of 1-3 weeks.

Why do I need a door in my island?

Per code, you are required to have an emergency shutoff for safety. This emergency shutoff is accessed through the door of the island.

 

What are the main differences between the U Shaped burners, the tube burners and the flat burners?

Typically, you will see burners made of different materials like cast brass, cast stainless and tube stainless. The tube and flat burners will have a temperature difference, causing them to be cooler in the front and hotter in the back. The stainless U Shaped burners allow heat to be evenly distributed, creating a more consistent temperature from left to right and front to back.

 

I’m looking for a built-in grill to replace my existing built-in grill, what do you have?

You will need to have either the cut out dimensions or know what brand/model the existing grill is so we can look it up for you. Each manufacturer has their own specific dimensions for cut-out, so it is possible you might need to modify the existing island to fit a different grill.

 

We’re looking to purchase an island. What do you have?

Are you looking for a pre-fabricated island or something custom that you can design for your specific needs? A lot of the times there are features in a pre-fabricated island that are unwanted. There are a couple manufacturers that have pre-fabricated islands, but most of the time we refer customers to contractors that can build the island to your specifications, as well as add other features such as fire-pits, entertainment/seating areas, fountains, covered structures, etc.

 

Do you have patio furniture?

No, I’m sorry, we don’t sell patio furniture.

Do you carry replacement grates?

Yes, for some manufacturers. What brand or model grill do you have? All grate dimensions are different for each model, and sometimes even vary based on the year it was manufactured, so it is important to know the make, model, and year. We do not stock all parts, but can usually get them within 7-10 business days.

 

Do you carry pizza ovens?

Yes we do, we carry the traditional Chicago Brick Ovens, as well as a variety of built-in models from manufacturers such as Alfresco, Lynx and Fornetto. Another alternative to a traditional pizza oven is a Kamado Style cooker such as the Big Green Egg, which is one of the best options for wood-fired pizza.

 

What size grill do you recommend?

It is important to think about how many people you will cook for on a regular basis, as well as during special events. A 26” or 30” grill is sufficient for a family of two. We recommend at least a 32” grill if you are cooking for four people on a regular basis. If you will be cooking for four or more, you may want to consider going to a 38” grill or bigger, giving you a little more versatility and room to cook sides and other items at the same time as main course.

 

When will my order ship?

If the grill is not one we have in stock, the manufacturer will give us an estimated shipping date for your order, which will then be communicated to you by either phone or e-mail. We will also follow up with a tracking number as soon as that is provided.

 

What is my tracking number?

We will provide a tracking number as soon as your order ships out. Once shipped, you will be able to track your order by going to FedEx.com and entering the tracking number provided.

 

Is my item in stock?

For most items, yes, and will ship within 24-48 hours of purchase. If the item is on backorder, we will inform you of the estimated shipping date and update you throughout the process.

 

Once my order ships out, about how long before I get it?

Your order will ship out via FedEx ground for delivery within 5-7 business days.

 

What are the dimensions of my item (grill, door, etc…)?

The dimensions of every item vary. Please refer to our website for the associated product specifications.

 

Can I return items?

Some items you are able to return if unused and in original packaging, less the original shipping cost. Restocking fees may apply. You would also be responsible for shipping the product back to us or the manufacturer. Return policy varies per item. Please call the store for more information.

 

Can I cancel my order?

If your order has not shipped out then yes, we can probably cancel the order. If your order has already been shipped out, you will need to wait to get the product and then call the store for a return authorization to ship the product back. You will be responsible for all shipping charges on the return and any applicable restocking.