Get Answers to Commonly Asked Questions

  • How Do I Register My Products?

    We do not require registration of our products, however, we do require you to keep a copy of your sales reciept that shows your name, date and products you purchased.

  • Looking For Replacement Parts?

    Visit for OEM Genuine Parts.


  • My shipment Arrived Damaged, Now What?

    You can trust that your order will be quickly processed and safely delivered. We can ship products anywhere in the contiguous United States. When you place an order we will estimate delivery dates based upon the availability of your item(s), shipping method selected and your shipment’s destination. Our shipping charges are determined by the total dollar amount of your order, excluding applicable sales tax. Some products cannot be shipped to international destinations so please submit a message to us from the Contact Us page if you would like to discuss international ordering options.

    Steps for handling freight shipments.


    • Look at the shipment when it arrives along with the Driver’s Receipt -- DR (slip of paper the driver will have you sign).
    • Make sure all freight is there.
      • For Example, if your Delivery Receipt states 5 pieces make sure all 5 pieces are there.
      • If not, go ahead and accept the shipment and note how many pieces you actually received and how many are short, then contact us with the details of the missing piece(s) ASAP.
    • Details of exactly WHICH package(s) are missing may be determined by comparing the item(s) received versus the packing slip. This information is necessary for us to communicate to the freight lines as to the size and markings of the box that we are looking for. When you let us know WHICH package(s) are missing, we know what the package looks like. We will then contact the shipper and perform a dock search to see if it can be found and a claim can be avoided.
    • Thoroughly examine all of the freight.
    • Damage to the exterior of the package(s):
    • If there appears to be damage on the exterior of the package(s), then you have the right to ask for the package(s) to be opened to inspect the contents or to open it yourself to inspect it before signing the driver’s receipt.
    • If the driver refuses to let you inspect the package(s), reject the entire shipment and contact us immediately. We will arrange for a replacement shipment to be sent as soon as the rejected shipment is received back at our dock.
    • After inspecting the inside of the package(s) and it appears the product IS
    • NOT DAMAGED, sign for the shipment as received in full. 
    • You may note damage on exterior of package(s) on the driver’s receipt.
    If after inspecting the inside of the package you find that the freight IS DAMAGED:
    Reject the entire shipment and contact us immediately. We will arrange for a replacement shipment to be sent as soon as the rejected shipment is received back at our dock.
    • No identifiable damage to the package(s):
    • It is still recommended that you inspect the contents of the shipment.
    • If there isn’t damage to the freight, then go ahead and sign for your shipment as received in full and intact.
    • If you later notice damage after the driver is gone, this is considered concealed damage. Take photos of the original carton showing no damage and the damage to the goods and email them to us at the address below.
    • For concealed damage a claim must be filed within 10 days of date of delivery.
    NOTE: it is very difficult to get paid on these types of claims, therefore-check all packages carefully, upon arrival, as pointed out above.
    • Contact Regarding Freight Issues: Jose 800 833 5998 or


  • Rear Burner Will Not Light

    Try Pushing in the rotisserie knob inward and rotate counter clockwise until you hit the 10 o'clock angle and hold for 10 seconds. After 10 seconds, keep pushing inwards and rotate the knob counter clockwise past 9 o'clock to ignite the burner.

    If you are not getting a spark at the electrode, the electrode wire might be touching something on the grill causing the spark to occur where the wire is touching the grill and not at the electrode next to the burner. 


    Click here to download a video on how to ignite the rear rotisserie burner

  • Shipping Prices
    • $0.00 - $100.00 = $7.00 Shipping Rate
    • $101.00 - $200.00 = $17.00 Shipping Rate
    • $201.00 - $250.00 = $22.00 Shipping Rate
    • $251.00 - UP = Free Shipping



  • Shipping Times

    We try to process your order as fast as possible. Most days we can get your product out the same day or within 24-48 hours from time of order. We are closed Saturday and Sunday and cannot ship those days nor count those days as the 24-48 shipping time frame.

    Shipping times from our warehouse to you will range between 3-7 business days depending how far you are from Houston, Texas.

    If you need faster shipping times than the standard ground, please contact us at or call us at 800-541-7455


  • Why are my knobs hot?

    Many outdoor kitchens don't have a backsplash tall enough to cover the height of the grill to protect the back of the grill from getting wind into the back of the grill. When wind enters the back of the grill or doesn't allow the heat to escape at the same rate the heat is being produced, the heat find an alternate route which is normally going with the wind and the heat exits right above the drip pan but underneath the control panel. When this happens, the control panel heats up which causes the valves to heat up then causes the control knobs to get super hot. You might also notice the grill not getting very hot or taking longer than normal to heat up.

    We offer wind guards to protect the back of the grill along with the sides to prevent wind from entering in from the sides and causing the same issue.


    You can find the wind guards here - Wind Guards

    If damaged has occured because of this, you can find the replacement parts here -