At Kamado Joe BBQ Store, we’re stoked to help you create the ultimate outdoor cooking experience. From our legendary Kamado BBQs to our precision smokers and everything in between, we’re committed to delivering premium quality that transforms your backyard into a culinary destination.
We know that sometimes things don’t go exactly to plan, which is why we’ve created a fair dinkum Shipping & Returns policy that’s as straightforward as our grills are reliable.
Shipping Information
We work hard to get your gear to you as quickly as possible so you can start grilling sooner:
Order Processing Time: 1-2 business days after payment confirmation
Shipping Methods & Times:
- Standard Shipping: A$12.95 via DHL or FedEx – delivered within 10-15 business days after dispatch
- Free Shipping: Available on orders over A$50 via EMS – delivered within 15-25 business days after dispatch
Please note: We ship worldwide except to parts of Asia and some remote regions. Delivery times may vary depending on your location and customs processing.
Our Returns & Exchanges Policy
Return Window: 15 days from the date you receive your item
Condition: Items must be unused, in their original packaging, and in resalable condition
Important Health & Safety Note: Due to health and safety regulations, we cannot accept returns or exchanges on the following products once their packaging has been opened:
- All Outdoor Kitchens and their integrated components (once assembled or installed)
Step-by-Step Return or Exchange Process
- Contact Us Within 15 Days
Email us at [email protected] with your order number and product details. Use our template below to make sure we have all the info we need to help you quickly. - Wait for Instructions & Return Authorization (RA) Number
Our friendly team will review your request and, if approved, email you a Returns Authorization number and specific instructions on where to send the item. Please don’t ship anything back without an RA number – we can’t process unidentified returns. - Package and Ship the Item
Securely pack the item in its original packaging, include all manuals and accessories, and ship it to the address we provide. Return shipping costs are your responsibility, unless we made an error (like shipping the wrong item). - Receive Your Refund or Exchange
Once we receive and inspect the returned item, we’ll process your request:- For refunds: Your funds will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal). Please allow up to 10 business days for the refund to appear in your account, depending on your financial institution’s processing times.
- For exchanges: We’ll ship your replacement as soon as possible, using the same shipping method as your original order.
Return Request Email Template
Copy and paste the text below into an email to [email protected] to get the process started:
Subject: Return/Exchange Request – Order #[Your Order Number]
G’day Kamado Joe Team,
I would like to request a return/exchange for an item from my order.
Order Number: [Your Order Number]
Full Name: [Your Full Name]
Product Name: [Name of the product you are returning]
Reason for Return/Exchange: [Please provide a brief reason]
I confirm that the item is unused and in its original packaging.
Please send me the Returns Authorization number and further instructions.
Cheers,
[Your Name]
Final Thoughts
Our goal is simple – we want you to be completely stoked with your Kamado Joe experience. We believe our shipping and returns policy is as robust and reliable as our grills. If you have any questions at all, don’t hesitate to reach out to our crew at [email protected].
Now, get back to what’s important – firing up that grill and creating something amazing!