Returns & Exchanges
Return Policy
Big Green Egg offers 30 Days Free Returns on eligible items. Please review the return requirements below and contact our customer service team before sending any item back.
30 Days Free Returns
We want your shopping experience with Big Green Egg to feel clear and simple. Eligible items may be returned within 30 days of delivery under our 30 Days Free Returns service.
To begin a return, customers must contact customer service first. Returns sent without contacting customer service first may not be accepted.
Return Instructions Are Required
Please contact our customer service team at [email protected] to receive the correct return instructions and return details. We do not display a fixed return address on this page.
Return Eligibility
To qualify for a return, the item must meet the return window and condition requirements. Please check the guidelines below before submitting your request.
Return Window
Return requests must be made within 30 days of delivery. Requests submitted after 30 days may not be eligible.
Item Condition
Items should be unused, clean, complete, and returned with original packaging, accessories, manuals, and included parts when applicable.
Proof of Purchase
Please include your order number and the email address used at checkout so we can review your return request.
Non-Returnable Items
Some items may not be eligible for return. Non-returnable items may include:
- Items that have been used, installed, altered, damaged, or are missing parts.
- Items returned without original packaging or included accessories, when applicable.
- Items damaged due to misuse, improper handling, or customer-caused wear.
- Items clearly marked as final sale, clearance final sale, or non-returnable at the time of purchase.
- Gift cards, digital items, or personalized items, if offered.
If you are unsure whether your item qualifies, contact us before sending it back.
How to Start a Return
Please do not send a return before receiving instructions from our customer service team. To start a return, email us at [email protected].
- Include your full name and order number.
- Include the email address used when placing the order.
- Tell us which item you would like to return.
- Share the reason for the return.
- Attach photos if the item arrived damaged, incorrect, incomplete, or defective.
After reviewing your request, we will provide the correct return instructions and return details.
Return Shipping Cost
Big Green Egg offers 30 Days Free Returns for eligible returns. Standard return shipping costs are covered when the return is approved and completed according to the instructions provided by customer service.
Returns sent without approval, sent to the wrong location, or shipped without following our return instructions may not be accepted or may not qualify for free return shipping.
Refund Process
Once your returned item is received and inspected, we will notify you about the refund status. Approved refunds are processed to the original payment method.
Refund processing time is 3–15 days after the returned item is received and inspected. Your bank, card issuer, or payment provider may require additional time to post the refund to your account.
Original payment processing delays, bank posting times, or payment provider review times are outside our control.
Exchanges
If you would like to exchange an item, please contact customer service first. We will review your request and provide the available options based on item eligibility and availability.
In some cases, the fastest option may be to return the eligible item and place a new order for the item you want.
Damaged, Wrong, or Incomplete Items
If your order arrives damaged, incorrect, or missing an item, please contact us as soon as possible at [email protected]. Include your order number, a clear description of the issue, and photos of the product and packaging if available.
We will review the details and help provide the next steps. Please keep all packaging and included parts until your request has been reviewed.
Final Sale Items
Items clearly marked as final sale, clearance final sale, or non-returnable at checkout are not eligible for return or exchange unless the item arrives damaged, incorrect, or defective.
If a final sale item arrives with an issue, contact customer service with your order number and photos so we can review the request.
Contact Us About a Return
For return instructions, exchange questions, damaged or wrong item support, or refund status help, contact Big Green Egg customer service at [email protected].
Please contact us before sending any return. Returns sent without contacting customer service first may not be accepted.
