Shipping policy
GENERAL SHIPPING INFO
Iowa BBQ Store Hours & Location:
- Iowa BBQ Store is open Mon-Fri, 9:00 am to 5:30pm and Saturday 9:00am-1:00 pm. CST, and is located in Ottumwa, IA. 99% of orders placed by 10:00am via USPS will ship out same day. Orders shipped UPS are subject to UPS pick up times so most orders shipping via UPS will not ship out for 24-48 hours after order is placed. Orders placed between 1:00pm on Saturday and 9:00am Monday will be shipped out Monday morning.
- Iowa BBQ Store follows the same holiday + transit schedule as the USPS. Orders will not be shipped or in transit on holidays and Sundays.
DAMAGE CLAIMS
Damage Claims - Rub, Sauce, Fuel + Accessory Orders:
- Once your order leaves our store, Iowa BBQ Store is not responsible for any carrier damages. Typically, it is the responsibility of the customer to file a damage claim with the carrier (UPS or USPS) to recoup the cost of the product. Iowa BBQ Store goes above and beyond to accommodate customers who receive damaged product - we thank you for your patience!
- Damage claims can only be made within 7 days of your order being delivered. Any damage claims made outside of that timeframe will not be honored.
- DO NOT sign for your order if the packaging or product is visibly damaged. Refuse delivery and send us an email: hello@iowabbqstore. Please include your first/last name and order # so we can better assist you.
- Did one of your bottles break in transit? Email us a photo: hello@iowabbqstore.com - you must include your first/last name, order #, and the broken item name + qty to be considered for a replacement shipment. If our team determines that you are not eligible for a replacement, we will refund you for the price of the product.
- Replacement shipments will be shipped out via standard/ground shipping.
MISSING ITEMS & MISSING ORDERS
- Once your order leaves our warehouse, tracking information will be emailed to the email address you used at checkout. Please track your order closely to make sure you are available when it arrives. Once your order has been marked as delivered by the carrier, Iowa BBQ Store is not held liable for stolen or missing packages. You must contact the carrier directly to file a claim.
- If you are missing an item in your order, send an email with your name, order #, and a photo of your packing list (found inside the box) to: hello@iowabbqstore.com
- Missing item claims can only be made within 7 days of your order being delivered. Any missing item claims made outside of that timeframe will not be honored or considered.
- Once our customer service team can confirm that the item was missing from your package, we will issue a replacement or refund. Replacements will be shipped standard ground delivery. Refunds will be issued to original form of payment and will be processed within 5 business days.
- If our customer service team cannot confirm that your shipment was missing an item, then no replacements or refunds will be issued. Example: the delivered weight on the carrier's proof of delivery matches the weight of the items on the order AND the weight of the package when it left our warehouse.