The FireCraft team is here to help you prepare the best outdoor meal possible and we promise to make every effort to help tackle whatever grilling challenge you may face. If you cannot find the answer you are looking for on this page, please call or email us right away. We are available to chat via the phone or 24 hours a day - 7 days a week via our website.
Customer Service Email: service@firecraft.com
Phone: 1-800-745-6109 M-F 9am - 5pm EST
Need help putting your grill together? If your grill or smoker did not come with assembly instructions we apologize. We provide electronic links to most of the grills and smokers we offer on the product pages of our website. To access them just search for your grill or smoker in the search box at the upper right corner of this screen and click on the “Assembly Instructions Link” one the product page. If the electronic instructions are not available or you still have questions please do not hesitate to call us. Need Adobe Acrobat Reader to view instructions? click here.
Looking for the latest grilling news & tips? FireCraft has just what you need to keep updated on the latest in the world of grilling and it’s totally FREE. Just visit our What’s Cooking page to get the latest and greatest recipes, tips & techniques, links to message boards, and news from the competition circuit. We maintain this page as a way of giving back to the wonderful grilling community that we are all a part of.
Frequently Asked Questions. Take a look and see if we can answer your grilling questions with just the click of a mouse.
About FireCraft
What is FireCraft?
How can I contact FireCraft?
How does FireCraft protect my privacy?
About Orders, Shipping, & Returns
Will I be charged sales tax?
How does FireCraft protect my credit card information when ordering over the web?
How can I check the status of my order?
How do I place an order with FireCraft?
How long will it take to receive my order?
What is your shipping and returns policy?
When do you charge my credit card?
What does FireCraft do with backorders?
Guarantees
What is the FireCraft guarantee?
What is your guaranteed lowest price policy?
How do the warranties work?
Other
Does FireCraft send out paper catalogs, and if yes, how can I get one?
Cooking Tips & Techniques
Please visit our What’s Cooking page for lots of tips, techniques, and recipes.
What is FireCraft?
FireCraft, Inc. is the trusted source for authentic world-class quality grilling equipment for those who desire to live the grilling lifestyle. Our mission is to deliver world-class advice while helping you select the best grilling products available.
How can I contact FireCraft?
It’s easy, you can contact us one of three ways:
Call us at 800.745.6109 M-F, 9am – 5pm EST
Email us anytime at service@firecraft.com
Or write us at:
FireCraft, Inc.
1028 Saunders Lane
West Chester, PA 19380
How does FireCraft protect my privacy?
FireCraft is committed to keeping your personal information private and safe. Details of our privacy policy can be found on our Privacy Policy page.
Will I be charged sales tax?
Most of our customers are not charged sales tax. However, if you live in Pennsylvania, purchase products from us at certain events and trade shows, or place certain special orders you will be charged the applicable amount of sales tax.
How does FireCraft protect my credit card information when ordering over the web?
We promise that ordering from FireCraft is safe, secure, and easy. We are 100% committed to protecting your credit card information and use secure socket layer (SSL) software, which is the industry standard and among the best software available to secure commerce transactions. SSL encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels on the Internet. Of course, if you feel more comfortable, you can always phone in your order toll free at: (800)745-6109.
How can I check the status of my order?
It’s easy, just click here: TRACK MY ORDER HERE or call us at (800) 745-6109, we will give you an update on the status and delivery date of your order.
How do I place an order with FireCraft?
We strive to make the order process simple and fast for you so you can get back to the grill ASAP. There are several ways to place an order with FireCraft:
Call us toll free at 800-745-6109
Email us at sales@firecraft.com
Place an order using our website
Fax in a completed FireCraft Order Form to 484-887-1655
How long will it take to receive my order?
We make every effort to get you your package as quickly as possible. For complete details on our shipping policy and average delivery times please visit our Shipping Policy page.
If you happen to be in the area, feel free to stop in and pick up your order at our customer counter. Please call ahead to make sure we have your items in stock as some special orders and drop ship orders may not be housed in our main warehouse. Our address is:
FireCraft, Inc.
1028 Saunders Lane
West Chester, PA 19380
What is your shipping and returns policy?
We hate to admit it but sometimes orders arrive damaged and items need to be returned. For complete details on our shipping policy, return policy, and average delivery times please visit our Shipping Policy page.
If you happen to be in the area, feel free to stop in and pick up your order at our customer counter. Please call ahead to make sure we have your items in stock as some special orders and drop ship orders may not be housed in our main warehouse. Our address is:
FireCraft, Inc.
1028 Saunders Lane
West Chester, PA 19380
When do you charge my credit card?
For most orders we charge your credit card when your order ships. For some special orders and drop ship orders we will charge your credit card when you place your order.
What does FireCraft do with backorders?
Occasionally, items you ordered might be in short supply. In this case, we will notify you if an order cannot ship in a timely manner and is placed on backorder. Note that except for some special orders and drop ship orders we do not charge your credit card until your order ships.
What is the FireCraft guarantee?
If you are not completely satisfied with one of our products you may return it any time within 30 days of the date of sale for a hassle-free refund of the amount paid for the product. Refunds do not include shipping costs. On exchange of defective products, FireCraft will pay for shipping on the outbound replacement product only. We only require that the product not be damaged, missing components or manufacturer's documentation. Grills that have been used cannot be returned. Special order or non-stocking items are specifically exempted from this policy and will be assessed an appropriate re-stocking charge. Place your name and order number on the package for efficient identification. Please note that we do not pay the shipping charges involved in returning goods.
To print the Returns Form, download it here. Need Adobe Acrobat Reader? click here
What is your guaranteed lowest price policy?
FireCraft will match a competitor’s retail price, not including the cost of shipping and tax, for the same brand product as long as it is from an authorized distributor or dealer, the product is in stock and the price can be verified in a current catalog, web site, or advertisement.
How do the warranties work?
All items are covered only by their Manufacturer's Warranties and/or Guarantees. FireCraft, Inc. can assume no responsibility for use or application by the user. We have made every effort to ensure that the information on this website is correct. However any typographical or printing errors, prices or specifications (subject to change) will be corrected without prior notice.
Does FireCraft send out paper catalogs, and if yes, how can I get one?
Yes, we print paper catalog for grilling enthusiasts and rookies alike! If you would like a catalog please click on the Catalog Request link or call us at 800-745-6109 to request your copy.
