Shipping Policy

At Blackstone US Store, we understand that receiving your outdoor cooking equipment promptly and safely is essential to your experience. This Shipping Policy provides clear details about how we process, pack, and deliver your orders of gas griddles, pizza ovens, and grilling accessories to your doorstep.

Order Processing

Processing Timeline

All orders placed on blackstoneusstore.com are processed within 1 to 3 business days. During this time, our warehouse team carefully picks, inspects, and packs your items to ensure they arrive in perfect condition.

Order Confirmation

Immediately after placing your order, you will receive an email confirmation with your order details. Once your order ships, you will receive a second email with tracking information so you can monitor your shipment every step of the way.

Processing Cut-Off Times

Orders placed during business hours are typically processed the same day or next business day. Orders placed on weekends or public holidays will begin processing on the next available business day.

Order Verification

For security purposes, we may occasionally verify order details before shipment. If additional information is needed, our team will contact you promptly to avoid delays.

Shipping Methods and Costs

Free Shipping Worldwide

We believe great outdoor cooking gear should be accessible to everyone. That is why we offer complimentary shipping on all orders, with no minimum purchase required. Every item in our collection ships free of charge to your location.

Universal Delivery Timeline

Once your order has been processed and shipped, please allow 6 to 12 days for delivery. This timeframe applies consistently to all destinations. We partner with reliable logistics carriers to ensure your items arrive safely and on schedule.

Tracking Your Shipment

Every order includes full tracking capabilities. Use the tracking number provided in your shipping confirmation email to view real-time updates on your package's journey from our warehouse to your address.

Packaging and Handling

Secure Packaging Standards

Your outdoor cooking equipment is valuable, and we treat it with care. All items are packed using protective materials designed to withstand transit. Griddles, pizza ovens, and larger accessories are secured in reinforced boxes with cushioning to prevent movement and damage.

Multiple Item Orders

If your order contains multiple items, they may ship together or separately depending on availability and warehouse location. You will receive tracking information for each shipment. There are no additional shipping charges for split shipments.

Signature Requirements

For high-value orders, a signature may be required upon delivery to ensure your package reaches the right hands. If you prefer an alternative delivery arrangement, please contact our support team in advance.

Delivery Information

Accurate Address Details

Please double-check your shipping address at checkout. We are not responsible for orders shipped to incorrect addresses provided during purchase. If you notice an error after placing your order, contact us immediately at service@blackstoneusstore.com.

Delivery Attempts

Carriers typically attempt delivery during standard business hours. If you are not available to receive your package, the carrier may leave a notice with instructions for redelivery or local pickup.

Safe Delivery Locations

If you will not be home during delivery, consider shipping to a location where someone can receive the package, such as your workplace or a trusted neighbor. For larger items, ensure someone is available to assist with receiving and moving the package.

International Shipping

Global Coverage

We proudly ship to customers around the world. Our streamlined shipping process ensures consistent service regardless of your location.

Customs and Duties

For international orders, any applicable customs duties, taxes, or import fees are the responsibility of the recipient. These charges are not included in your order total and are collected by local authorities upon delivery. We recommend checking with your local customs office for details.

Documentation

All international shipments include the necessary commercial invoices and documentation to facilitate smooth customs clearance. We accurately declare product values and descriptions to comply with international shipping regulations.

Shipping Restrictions

Address Limitations

We currently ship to residential and commercial addresses. Shipping to PO boxes, APO/FPO addresses, or freight forwarders may be limited for certain items due to carrier restrictions or product size.

Product Availability

Some items may have shipping restrictions based on size, weight, or carrier policies. If an item in your order cannot ship to your location, our team will contact you with alternatives or refund options.

Order Modifications and Cancellations

Address Changes

If you need to update your shipping address after placing an order, contact us as soon as possible. Changes can only be made before your order enters the shipping phase.

Cancellation Policy

Orders may be cancelled free of charge before they ship. Once your order has been handed to the carrier, cancellation is no longer possible, but you may initiate a return upon receipt following our Refund Policy.

Delays and Exceptions

Weather and Carrier Delays

While we strive to meet all delivery estimates, occasional delays may occur due to weather events, carrier disruptions, or high-volume periods. We will keep you informed if your order is affected by unforeseen circumstances.

Lost or Stolen Packages

If your tracking information shows delivery but you have not received your package, please contact us immediately. We will work with the carrier to investigate and resolve the issue. For verified lost or stolen packages, we will arrange a replacement or refund.

Damaged Upon Arrival

If your item arrives with visible damage, please note the damage with the carrier at the time of delivery if possible. Take photos of the packaging and product, then contact our support team within 48 hours. We will arrange a replacement or refund and cover all associated return shipping costs.

Special Handling for Large Items

Griddles and Pizza Ovens

Due to their size and weight, gas griddles and pizza ovens may require special handling. These items are shipped via carriers experienced with large freight. Delivery to your doorstep is included, though assembly and placement inside your home are not provided.

Unpacking and Inspection

We recommend inspecting large items promptly upon delivery. If you notice any issues, document them with photos and contact us right away. Keeping original packaging for at least the return window period is advisable for easy returns if needed.

Customer Support for Shipping Questions

How to Reach Us

Our shipping support team is ready to assist with any questions about your order status, tracking, delivery options, or shipping concerns.

  • Email: service@blackstoneusstore.com
  • Response Time: We aim to respond to all shipping inquiries within one business day

Information to Provide

To help us assist you efficiently, please include the following when contacting support:
  • Your order number
  • Your shipping address
  • A clear description of your question or concern
  • Tracking number if applicable

Our Shipping Promise

At Blackstone US Store, we are committed to getting your outdoor cooking gear to you safely, quickly, and without hassle. From the moment you place your order to the day you unbox your new griddle, we handle every step with care and transparency. Thank you for trusting us to deliver the tools that power your next outdoor culinary adventure.