What is recteq's return policy?

SHIPPING POLICY

We take pride in our ability to get your grill or accessories to you in a timely fashion, and without damage. To support this effort, we use a variety of shipping companies that are selected based on the specific contents of your order. If you encounter any difficulty in the transit, tracking, or delivery of your order then please feel free to contact us at (706) 922-0890 and our knowledgeable and friendly staff will be happy to help.

SMALL PACKAGE

If your order consists of sauces, spices, accessories, parts, or any combination of these items then it is likely that you will receive your shipment via US Postal Service, UPS Ground, or FedEx Ground. Additionally, some of our grills are eligible for ground shipping, including the Matador and Bullseye. So, if you don’t plan on ordering multiple quantities of these grills, or if you chose not to add a pellet quantity over 100 lbs. then it will be shipped via UPS or FedEx Ground.

You will receive an email from ShipHawk when the order ships with a tracking number to the email address you have provided, and you will be able to monitor its progress as it makes its way closer to you. These deliveries will not require a signature and will be simply placed on your doorstep in the event that no one is home.

EXPEDITED SHIPPING (*Not available on freight shipments)

Expedited options are available for small package orders. If you need a faster delivery option for accessories, parts, rubs, sauces, or any combination of these items, please give us a call us at (706) 922-0890 and we will be happy to retrieve a shipping quote.

*Expedited shipping options are not available for freight shipments.

LTL FREIGHT

When you order an RT-340, RT-590, RT-700, BFG, WyldSide, any combination of grills, or anything that contains more than 100 lbs. of pellets, your order will be shipping with an LTL (Less Than Truckload) Carrier. This means that your grill will be secured to a pallet and shipped using a semi/18-wheeler. You will receive an email from ShipHawk when the order ships, and this email will contain the name of the freight carrier and a tracking number with expected delivery date to that freight carrier’s local hub. Since 99% of our orders are shipped to a home address, we assume that all freight deliveries need to be scheduled as a “Residential/Curbside Delivery with Liftgate.” If your order is being shipped to a business, please specify the delivery hours in the order comments and whether or not a loading dock or forklift is available.

RESIDENTIAL / CURBSIDE DELIVERY WITH LIFT-GATE SERVICE DETAILS: 

Includes the freight driver (only 1 person) unloading the package from the truck with a lift-gate and a pallet jack. They will place the package as close to the curb of the destination address as possible. Once, the package is unloaded off of the truck it is the responsibility of the customer to move it inside the delivery address. This is not a garage delivery. This is not a garage delivery.

For residential deliveries: Delivery appointments are made by the freight carrier. The freight carrier will be instructed to call you and schedule a delivery appointment when your order arrives to the delivery terminal. recteq is not responsible for deliveries that are late or missed due to unforeseen circumstances. 

All residential and business deliveries made by these LTL freight carriers will be from a 48 to 53-foot tractor-trailer (semi-truck).

Some municipalities and some delivery areas prohibit or limit the access of a freight delivery in residential areas. In these circumstances, customers may need to arrange pick-up at a local trucking distribution center or a common area that is more accessible. 

The drivers come equipped with a pallet jack to assist them in moving the package. If a customer’s driveway is unpaved, too steep, or just inaccessible, the driver at his/her own discretion will move the package as far as he/she may go, but please keep in mind that the driver is only required to deliver it to the curb of the delivery address. 

Customers who refuse the delivery because the driver was unable to provide garage or curbside delivery, or refuse delivery due to limited freight vehicle access, will be assessed all shipping charges to and from the address of delivery, plus a 15% restocking fee. These charges and fees will be deducted from the original purchase price of the order prior to refund. 

All customers must be available to take delivery of their order when contacted by the carrier within 4 business days. Customers who cannot take immediate delivery due to their own unavailability may receive additional freight charges and/or storage fees. recteq reserves the right to authorize a return of any freight that is found to be undeliverable where the customer, after repeated attempts, is found to be unavailable for contact. The customer will then be responsible for all shipping charges to and from the address of delivery, plus a 15% restocking fee for the order. These fees will be deducted from the original purchase price of the order prior to refund. 

BUSINESS DELIVERIES

If you have specified your order to be delivered to a business, we will need to know the name of the business, receiving hours, loading dock availability, and forklift availability. Business deliveries do not require an appointment, and if a loading dock or forklift are available then a lift-gate quipped truck will not be required which often results in a shorter transit time.

FREIGHT ACCEPTANCE POLICY & PROCEDURES 

Upon delivery, please inspect the order prior to signing the delivery receipt. The driver of the freight carrier is required to give you enough time to remove packaging prior to signing for the freight. When signing the receipt, you will be agreeing to the terms and conditions set forth by the carrier which clearly state that you have received the shipment in good condition. Please note on the receipt prior to signing all noticeable signs of damage such as tears in the box or indentations, etc. If there are any visible signs of damage to the packaging, please show the driver and further inspect the order to determine if there are any damages to the contents. Note all damages on the receipt before signing. At the time of delivery, it’s the customer’s right to refuse an order that has been damaged during shipping.

ADDRESS CHANGES / CHANGE ORDERS

We understand that things change, and that you may need to make changes to your order. We normally try to wait until at least the following business day to process and ship your order, which gives you a brief period of time to change your delivery address or add / delete / modify items in your order. However, after your order has shipped, please be advised that address changes and order modifications are subject to a charge of up to and including 15% of the order total in addition to any applicable shipping charges.

CANCELLATIONS

In the unfortunate event that you need to cancel your order, we will refund your order in full prior to shipment. However, once your order has shipped, any applicable transit costs and a 15% restocking fee will be deducted from the original purchase price prior to refund.

RETURN POLICY

You may return most items within 30 days of delivery for a full refund of your purchase price. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). recteq, LLC reserves the right to withhold any applicable shipping charges, plus a 15% re-stocking fee, from the refund amount of any returned order that is not the result of an incorrect or defective item.

You should expect to receive your refund within four weeks of giving your package to the return shipper. However, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes for us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

If you need to return an item, simply contact us at (706) 922-0890 and one of our team members will assist you with our return procedure. We'll notify you via e-mail of your refund once we've received and processed the returned item.

IF YOU HAVE ANY QUESTIONS REGARDING SHIPPING, DELIVERY, OR RETURNS; PLEASE GIVE US A CALL (706) 922-0890.