Information to include

Provide your full name, order number, checkout email address and a clear description of the request.

• Address correction: provide the complete corrected address.
• Delivery problem: include the tracking number and latest carrier update.
• Damaged or incorrect goods: include photographs of the item, packaging and shipping label.
• Compatibility question: include relevant grill or smoker dimensions.

Before using equipment

Contact us if dimensions, included pieces or care directions are unclear. Do not continue using a tool that appears damaged, unstable, incomplete or incompatible with your equipment.

How messages are reviewed

Messages are reviewed in the order received. Delivery investigations, payment reviews and product claims may require coordination with carriers, fulfillment providers or payment processors.

Company registration location

Room 401, 4th Floor, No. 19 Huilongguan West Street, Changping District, Beijing (Cluster Registration)

This is a registered business address, not an automatically authorized return warehouse, showroom or product drop-off location.

Authorization is required

Return locations vary by order and fulfillment point. Wait for written instructions before mailing an item. Unauthorized shipments may be refused or delayed.

Information we do not request

Never email complete card numbers, card security codes, banking passwords or account passwords. We may request limited order-verification information but not full confidential credentials.

Stop using a concerning product

If a tool fails during use or creates an immediate heat, flame or injury concern, stop using it when safe and follow appropriate emergency procedures. Customer service is not an emergency-response service.