If something is wrong at pickup, tell us within 48 hours.
Prepared and perishable food cannot be returned after pickup. Quality, damage, and incorrect-order issues are reviewed case by case.
When we can help
If your order is incorrect, damaged, or otherwise not as expected at pickup, contact us within 48 hours. We review each request individually.
How to request a resolution
Email support@smokeempyrbbq.com or use our contact form and include:
- Your order number
- The email address used at checkout
- A short description of the issue
- Photos of the package and product, if applicable
Approved resolutions
Depending on the situation, approved resolutions may include a replacement, store credit, partial refund, or full refund.
Refund timing
Refunds are issued to the original payment method when possible. Processing times vary by payment provider and bank.
Non-returnable items
Opened, consumed, or improperly stored food items cannot be returned. Sale items follow the same review process when damaged or incorrect at pickup.