Clear steps.
Helpful answers.
Need to return an unused product, change an order, or report shipping damage? Start here, then contact our team before sending anything back.
Before requesting a return.
We’re happy to help you check dimensions, features, and space requirements before ordering, so you can choose the Firecooker that fits your plans.
Within 30 days.
Unused products may be returned or exchanged within 30 days of delivery, subject to an 18% restocking fee. The fee does not apply when the return is due to a product defect, damage, or an error on our part.
Not returnable.
Used products are not returnable. Personalized items, such as laser-cut grilling surfaces, are also non-returnable.
Shipping charges and fees for custom drawings credited to an order are non-refundable. Contact Cardinal before returning any product.
Changing your order.
Accessory-only online orders
You may cancel within 24 hours of receiving your order confirmation without a fee, provided the order has not shipped. Once shipped, accessory-only orders cannot be cancelled; eligible returns or exchanges are subject to the 18% restocking fee.
All other online orders
Orders may be cancelled within 24 hours at no charge. Cancellations after 24 hours are subject to a 5% cancellation fee. If production has begun, an 18% restocking fee applies.
Contact our team promptly to discuss the status of your order and request a cancellation.
How to arrange a return.
- Contact Cardinal Customer Service. Request a Return Authorization Number (RA#) before shipping the product back.
- Follow the shipping instructions. Our team will explain the return procedure and where to send your shipment.
- Use the original packaging. Products must be returned in their original packaging.
Returns without an RA#, or in packaging other than the original, may incur additional fees or be refused.
Received a damaged shipment?
Inspect your shipment immediately and contact Cardinal promptly. Take photographs of visible damage to the containers, packaging, and products.
Patio Direct deliveries
Inspect all products before the carrier leaves. Describe any damage in writing on the delivery receipt before signing.
Curbside deliveries
Inspect the shipping containers before the carrier leaves. If you see damage, have the affected containers opened and the products inspected. Record damage to both the containers and the products on the delivery receipt before signing.
Small freight carriers, including UPS and FedEx
Report shipping damage within two business days of receipt and keep the packaging for carrier inspection. Cardinal cannot take responsibility for shipping damage reported beyond two days from receipt.
Let’s work through it.
Have your order information and a description of the issue ready when you contact us.
