No one wants a damaged or lost shipment. We do our very best to package and ship your order to arrive in good condition. Damaged or lost shipments are rare, but unforeseen circumstances do arise. 

To qualify for shipping protection the order must have shipping protection paid at the time of purchase. If shipping protection is not added and paid at the time of purchase the reimbursement or replacement will be the value of the goods up to a maximum goods value of $150USD.

Damage or theft claims must be submitted within 48 hours after delivery. If you are unable to locate your package after it has been marked as delivered, has arrived damaged, or if your tracking has not updated for 10 business days, please email info@grillsandcookers.com and provide the below steps:

1. Provide your name and order number. 

2. Describe the type of damage or loss.

3. For lost items eligible for a claim, describe which items/shipments and any supporting documents. 

Items marked as delivered and not found will be determined as theft and should be deferred to your local law enforcement. A copy of the police report must be attached to the claim email. Reimbursement or replacement will be made after the police investigation is completed and the stolen items are not found.

4. For damaged item claims, you will be required to upload photos.Take photos of the exterior of the shipment (all sides) and detail of damaged parts. Do not discard packaging as you may be required to return items for replacement.

5. For all claims, you may be asked to confirm details about the item/shipment and have the option to leave comments.

6. You will review and submit the claim.

Once your claim is submitted you will receive an email confirmation upon receipt.

Shipments of the 1000 and 2000 series must be inspected at the time of delivery. Any damage must be notated on the delivery receipt at the time of delivery. No claims will be paid or items replaced for a delivery receipt signed as received in good condition. Do not sign a delivery receipt from the driver without first inspecting the items.

Reimbursement, repair or replacement will be solely the decision of Engelbrecht Grills. 

Items picked up at our facility, shipped/carried by customer supplied transportation or third party transportation will not be covered for shipping protection.