At Napoleon Kitchen Store, we are dedicated to providing premium outdoor cooking equipment and an exceptional customer experience. We understand that receiving your order promptly and in perfect condition is paramount. Our streamlined shipping and returns policies are designed to give you peace of mind with every purchase.

Shipping Information

We are proud to ship our products globally (excluding select remote areas and parts of Asia). Please review our shipping options below:

Order Processing:

All orders are processed within 1-2 business days after payment confirmation.

Shipping Methods & Delivery Times:

  • Standard Shipping ( $12.95 )
    Carrier: DHL or FedEx
    Estimated Delivery: 10-15 business days after shipment.
  • Free Shipping (on orders over $50)
    Carrier: EMS
    Estimated Delivery: 15-25 business days after shipment.

Please note that these are estimated transit times and may be subject to delays beyond our control, such as customs processing.

Returns & Exchanges Policy

Your satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a straightforward returns and exchanges process within 15 days of receiving your order.

Eligibility for Returns & Exchanges:

To qualify for a return or exchange, the item must meet the following criteria:

  • Returned within 15 days of delivery.
  • In brand new, unused condition with all original tags, packaging, and accessories intact.
  • Accompanied by the original proof of purchase (order number).

Important Note: Non-Returnable Items

For health, safety, and hygiene reasons, we cannot accept returns or exchanges on the following products once they have been opened or used:

  • Charcoal & Pellets (Opened bags)
  • Brushes & Cleaning Tools (If used)
  • Food Preparation items (If opened or used)

The Returns & Exchanges Process:

  1. Initiate Your Request:
    Within 15 days of receipt, email our Customer Service team at [email protected]. Include your order number and details about the product you wish to return or exchange. Use the template provided at the bottom of this page.
  2. Wait for Authorization:
    Our team will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed shipping instructions. Returns will not be accepted without an RMA number.
  3. Ship Your Return:
    Carefully pack the item(s) in their original packaging. Include a copy of your proof of purchase and ensure the RMA number is clearly visible on the outside of the box. Ship your return to the address provided. We strongly recommend using a trackable shipping service, as you are responsible for the item until it arrives at our facility.
  4. Inspection & Processing:
    Once received, our quality team will inspect the item(s). Upon approval, we will process your exchange or refund within 5 business days.

Return Shipping Costs:

  • If the return is due to our error (e.g., incorrect or defective item), we will provide a prepaid shipping label.
  • For returns or exchanges for other reasons (e.g., change of mind), the customer is responsible for all return shipping costs.

Refunds:

Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund.

  • Timeline: If approved, your refund will be processed to your original method of payment (Visa, MasterCard, JCB, or PayPal) within 5 business days.
  • Important: Depending on your card issuer’s policies, it may take an additional 5-10 business days for the refund to be fully reflected on your credit card statement or in your PayPal account.
  • Please note that original shipping fees are non-refundable for returns based on customer preference.

Exchanges:

To exchange an item for a different product, please follow the standard returns process outlined above. Once your return is received and approved, we will process a refund for the original item. You can then place a new order for the desired item on our website.

Return Request Email Template:

To initiate your return or exchange, please email us at [email protected] using the following template:

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

Dear Napoleon Kitchen Store Customer Service Team,

I would like to request a return/exchange for an item from my recent order.

Order Number: [Your Order Number]
Product Name: [Name of the Product]
Reason for Return/Exchange: [Please specify the reason]

Please provide me with the Return Merchandise Authorization (RMA) number and further instructions.

Thank you,
[Your Full Name]
[Your Phone Number]

Need More Help?

Our dedicated customer service team is here to ensure your experience with Napoleon Kitchen Store is exceptional, just like our grills. For any questions regarding returns, exchanges, or shipping, please don’t hesitate to contact us.

Email: [email protected]
Address: 4238 Stratford Court, Cary, US 27513