At Kitchen Flame Shop, we’re committed to delivering premium outdoor cooking equipment to grill masters worldwide. Our shipping and returns policies are designed with your convenience in mind while maintaining the high standards our customers expect.

Shipping Information

Order Processing & Delivery Timelines

  • Order Processing: 1-2 business days
  • Standard Shipping: Via DHL or FedEx (10-15 business days after dispatch)
  • Free Shipping: Via EMS (15-25 business days after dispatch, available for orders over $50)

Shipping Options

  • Standard Shipping: $12.95 – Fast delivery with tracking via DHL or FedEx
  • Free Shipping: Available for orders over $50 via EMS (some exclusions apply)

Note: We ship globally except to certain Asian countries and remote regions. Delivery times may vary during peak seasons.

Returns & Exchanges Policy

We stand behind our premium ceramic kamado grills, stainless steel smokers, and outdoor cooking equipment with confidence. If you’re not completely satisfied, we offer a straightforward return process.

Key Return Details

  • Return Window: 15 days from delivery date
  • Condition: Unused, in original packaging with all accessories
  • Proof of Purchase: Required for all returns

Non-Returnable Items

For health and safety reasons, the following products cannot be returned once opened or used:

  • Grilling Tools (if removed from packaging)
  • Insulating Jackets (if used or installed)
  • Any product showing signs of use or not in resalable condition

How to Initiate a Return or Exchange

Step 1: Contact Our Customer Service

Email us at [email protected] within 15 days of receiving your order with:

  • Your order number
  • Item(s) for return/exchange
  • Reason for return
  • Your preference (refund or exchange)

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Kitchen Flame Shop Team,

I would like to request a [return/exchange] for my recent purchase (Order #[Your Order Number]).

Item(s) for return/exchange: [Product Name(s)]

Reason: [Brief explanation]

Please advise on next steps.

Best regards,

[Your Full Name]

[Your Contact Information]

Step 2: Receive Return Authorization

Our team will review your request within 1-2 business days and provide:

  • Return authorization number
  • Return shipping instructions
  • Our warehouse address (4257 Marion Street, Bamberg, SC 29003, US)

Step 3: Ship Your Return

Package the item securely in its original packaging with all accessories. For US customers, we’ll provide a return label. International customers are responsible for return shipping costs unless the return is due to our error.

Refund Process

When Will I Receive My Refund?

After we receive and inspect your return:

  • Credit card/PayPal payments: Processed within 3-5 business days, appears in your account within 5-10 business days
  • Original payment method: Refunds are issued to the original payment method

Exchange Process

  • We’ll ship your replacement once we receive your return
  • You’re responsible for any price difference
  • Expedited shipping options available at additional cost

Special Considerations for Large Items

For our premium freestanding grills, kamado cookers, and outdoor pizza ovens:

  • We may arrange special freight pickup
  • Original shipping fees are non-refundable for changed mind returns
  • Restocking fees may apply (up to 15% of item value)

Damaged or Defective Items

If your equipment arrives damaged:

  • Contact us immediately at [email protected] with photos
  • We’ll arrange replacement or repair at no cost
  • In some cases, we may request return of the damaged item

Need Assistance?

Our customer service team is ready to help grill masters like you with any shipping or return questions.

Email: [email protected]

Business Hours: Monday-Friday, 9AM-5PM EST

At Kitchen Flame Shop, we’re committed to ensuring your outdoor cooking experience is as exceptional as our premium products. While we hope every purchase meets your expectations, we stand ready to make things right if they don’t.