Returns/Claims

RETURN POLICY:

We accept returns only on items purchased directly through Gateway Drum Smokers® via phone, sponsored event, or our website: www.gatewaydrumsmokers.com. You can return your product(s) up to 30 days from the original date of shipment. All merchandise must be unused and returned in the original packaging. We do not accept returns on custom smokers. Please include a copy of the original receipt of purchase.

 

Return shipping is the responsibility of the customer. Original and return shipping costs are non-refundable. All items must be postmarked within 30 days from the original date of shipment.  The refund will be issued once the item is returned and properly inspected. There is a 20% restocking fee on all returns.

 

DAMAGE CLAIMS:

All Gateway Drum Smokers leave our facility packaged and strapped to a pallet when using LTL Freight. Please make sure to inspect the shipment for any outside damage before signing for the shipment. If there appears to be outer damage, if possible, please take pictures and remove the smoker from the box and inspect. While we rarely have cases of damage, we recommend taking precautions before accepting the shipment from the freight carrier. If your shipment has damage, please refuse the shipment.

 

Do NOT use any products that are being returned or replaced. Using the product will VOID replacement.

 

If you need to make a claim, please send pictures to orders@gatewaydrumsmokers.com along with your original receipt to being the process. Damage claims must be reported within 7 days of delivery.  Claims outside of 7 days may be denied.