Finding the Right Part



Q: How do I find my grill’s model number and serial number?
A: Look for a rating plate or sticker on the grill. Common locations include inside the cart/cabinet (door area), on the back panel, on a side panel, or under the control panel. If you still cannot find it, contact us with the brand and photos of the grill and the part you need.

Q: Why do you need my model number (and sometimes serial number)?
A: Many grills have multiple versions under similar names, and parts can change between production runs. The model number (and sometimes serial) helps confirm the exact fit.

Q: What if I cannot find my model number label?
A: Send us: (1) brand, (2) any numbers stamped on the rating plate area (even partial), (3) clear photos of the part installed and removed, (4) basic measurements, and (5) how the part mounts/connects.

Q: Are your parts OEM or aftermarket?
A: We carry manufacturer OEM and compatible AFTERMARKET replacement parts depending on the item. All product listings are OEM replacement parts, unless indicated on the product page.

Q: What is the expected delivery timing?
A: Delivery timing is not guaranteed. Most continental U.S. addresses can expect delivery within 7-14 business days via ground delivery.

Q: Do items ship from Barbecue Parts Depot or the Manufacturer?
A: In most cases, orders are shipped from Barbecue Parts Depot. In some instances, orders are drop shipped from the manufacturer’s warehouse, and the manufacturer controls the shipping carrier and service type.

Q: Will I receive tracking information?
A: Yes. Tracking numbers are emailed when available.

Q: Do you ship to Alaska or Hawaii?
A: Yes, but Alaska/Hawaii orders do not qualify for free shipping and can only ship via 2-day air (not ground). Remote locations may incur additional costs.

Q: Do you ship internationally? Will I pay duties or taxes?
A: Yes, we ship internationally; customers are responsible for applicable taxes, duties, and customs fees charged by CBSA, which are not included in the product price or shipping cost.

Q: When does an order ship freight (LTL), and what should I expect?
A: Shipments over 150 lbs. ship via a trucking carrier. The freight company will contact you to schedule delivery. Someone 18+ must be present to inspect and sign.

Q: Is freight delivery curbside or inside delivery?
A: Freight delivery is typically curbside (to the curb outside your home). In-home delivery is not offered.

Q: What should I do if my freight shipment arrives damaged?
A: Inspect at delivery. If there is visible damage, refuse the package and contact Barbecue Parts Depot at 1-888-528-0885 option #2. If you sign and later discover concealed damage, contact the same number.

Q: I received the wrong item or something is missing - how long do I have to report it?
A: You must notify the office within five (5) days of delivery so a manufacturer claim can be filed if needed.

Q: What happens if my order is returned due to an incorrect address?
A: If an order is returned due to an incorrect address or delivery to the wrong address due to customer-provided information, the customer is responsible for reshipment costs.


Returns and Exchanges


Q: Do I need an RMA (Return Merchandise Authorization) before returning an item?
A: Yes. For all exchanges and returns, you must call Customer Service at 1-888-528-0885 Option # 2 to receive an RMA number before shipping anything back.

Q: Where do I ship my return?
A: Return shipments go to the address listed on the Return Policy page (and you should only ship after you receive an RMA).

Q: Why can’t I return to the address shown on my packing slip?
A: Some Orders do not ship from barbecue Parts Depot warehouse, so the packing slip address may not be the correct return location.

Q: What condition must the item be in for a return?
A: Package the return to prevent damage. If the return arrives damaged or appears used, it may be refused or sent back at your expense (per policy terms).

Q: Is there a restocking fee?
A: The return policy explains when a restocking fee may apply and when it may be exempt (for example, when returned in the manufacturer’s box with all instructional paperwork).

Q: What if my order qualifies for free shipping and I return items?
A: If any or all items from an order that qualified for free shipping are returned for a refund, free shipping may be voided, and shipping charges may be deducted from the refund amount, along with any applicable fees.

Q: My order arrived damaged, defective, or missing parts - how long do I have to report it?
A: You must contact Customer Service within 2 days of delivery.

Q: Are electrical parts returnable?
A: Electrical parts are only returnable within 7 days of delivery, must be in original packaging, and must not have been installed. After 7 days, electrical parts (lights, wiring, motors, switches) are non-returnable, and warranty claims must be handled with the manufacturer.

Q: When will my refund be issued?
A: Refunds are issued after the return is received and processed according to the return policy.


Installation and Safety



Q: Can I install replacement parts myself?
A: Many common items (heat plates, burners, grates, igniters) can be DIY if you are comfortable with basic tools. If you smell gas, see damaged hoses/regulators, or are unsure, stop and contact a qualified technician.

Q: Do you sell conversion kits (natural gas to propane or propane to natural gas)?
A: Conversions are model-specific and often require manufacturer-approved kits. Contact us with your model number before ordering.


Contact and Support



Q: What should I send so you can help identify the right part?
A: Send: grill brand, model number/serial (if available), photos of the part installed and removed, basic measurements, and how the part mounts/connects.

Q: How do I reach you?
A: Visit the site’s Contact page for the current contact options and hours.