Shipping and Returns

Shipping Specifications

Our in-stock orders should take about 7–14 business days to reach a customer. Any custom orders will take approximately 6–8 weeks. Direct shipments are made to continental US locations only. Special provisions apply to shipments to Alaska, Hawaii, and Canada, as outlined below.

How We Handle Shipping

We reserve the right to choose which freightway carries your shipment. We don’t, however, control the shipping companies themselves (whether it’s a standard courier or a freight carrier — more on that last one in a minute). Once a shipment is in the hands of the delivery company, we can’t change shipping addresses or arrange for delivery to happen on a certain day. We can provide approximate delivery times, but that’s only based upon the information the delivery company makes available to us. That being said, we’re still standing by at 860-581-7252 T-F 10am-4pm excluding Holidays to help in the event there’s an issue with your delivery.

Must-Know Information for Delivery of Large Packages

While UPS and FedEx are our carriers for smaller items, be aware that larger items and orders are shipped via freight. The freight process is much more complicated than what we’ve all come to expect for small parcels, so it’s important that you’re prepared and understand what’s required of you well before delivery day. Freight delivery differs from standard parcel shipping in the following ways:

• You’ll receive a call from the freight carrier to schedule a delivery window
• You must be physically present at the delivery site during the scheduled time
• Freight deliveries are made from semi trucks with lift gate services
• Freight shipments are dropped off at the curb — not the backyard, not the porch, not the garage, and not up the driveway — meaning you’re responsible for transporting it to its intended location
• You should plan to have at least 2 helpers on standby to assist you with your delivery
• You’re required to sign for the shipment upon accepting the delivery

It’s worth reiterating: all freight shipments, unless specifically denoted, are delivered no further than the curbside, and all freight shipments require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, Swanky's can’t be held responsible for damages that occur during delivery. 

How R&L Freight Shipments Differ

The only exception to the above information is if your freight shipment is being carried by R&L. These deliveries operate similarly to FedEx shipments, meaning:

• You aren’t required to set up a delivery window
• You aren’t required to be home at the time of delivery
• You aren’t required to sign for the pallets

Instead of scheduling an appointment, arranging your schedule to be home for the delivery, and signing to confirm receipt, you can sit back and truly let your items come to you. If you’re home at the time of the drop-off, you can request the driver place your delivery in the garage; if you’re out of the house, the driver will leave it near the garage or doorstep.

Shipping to Remote Areas

Be aware that remote or hard-to-reach areas may incur additional shipping fees, and this applies to free shipping as well as regular shipping orders. If your order is being shipped to a location with known shipping restrictions, a customer service representative will promptly contact you to notify you of any additional charges.

That being said, we don’t always know if your area is remote or will make freight delivery difficult. If you anticipate that a shipping company will have issues reaching your residence, it’s your responsibility to inform us of those issues at the time of purchase. Such problems include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. BBQGuys is not responsible for shipping costs on merchandise not delivered because of a shipping company's inability to reach a particular location. Additionally, in-home delivery is neither implied nor offered without additional charge, and isn’t necessarily available even if you’re willing to pay more for it.

Shipping to APO/FPO Addresses

We do ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. If we can’t send a package to your APO/FPO address, we’ll contact you to work out an alternative. Likewise, APO/FPO shipments may be subject to additional shipping fees — if such a case arises, we’ll contact you to notify you of the fees and give you a chance to adjust your shipping address if desired.

Incorrect Addresses & Failed Freight Deliveries

If any item is shipped and returned because it’s not deliverable on account of an incorrect address, you’ll be responsible for shipping both ways. If an item shipped via freight is returned because the freight company couldn’t reach your residence, this will be considered a return, and the order will be subject to our regular return policies.

Shipping Outside of the Continental U.S.

All shipments to Alaska and Hawaii are sent via FedEx 2Day, and as such require an individual quote. If you order via the phone, you will be notified of the extra shipping before you place your order. If you order online, a customer service representative will contact you shortly after your order is placed with the additional shipping charges (before the item is shipped).

We do not ship items directly to Canada, however we will ship to your desired US-based freight forwarder. We recommend you first contact the desired freight forwarder to obtain their shipping and receiving processes. You will be responsible for all duties and tariffs on Canadian shipments, along with coordinating with the freight forwarder for delivery to the final destination. Please call 1-855-436-0104 for assistance, otherwise enter the shipping address provided by your US-based freight forwarder.