Welcome to Zwilli Grills Shop’s FAQ section! We’ve compiled answers to the most common questions about our premium grilling products and services. Whether you’re a backyard BBQ enthusiast or a professional pitmaster, we’re here to help you get the most out of your grilling experience.

About Our Products

What types of grilling products do you offer?
We specialize in premium grilling equipment and accessories including knives (chef’s, carving, brisket, and bread knives), cast iron cookware, BBQ utensils, grilling racks and grids, marinades and sauces, charcoal and wood pellets, and much more. Our products are designed to elevate your outdoor cooking experience.
Are your knives suitable for professional use?
Absolutely! Our selection of chef’s knives, carving knives, and specialty knives are crafted with professional-grade materials and designed to meet the demands of both home cooks and professional pitmasters.
Do you offer cast iron cookware pre-seasoned?
Yes, all our cast iron products come pre-seasoned and ready to use, though we recommend additional seasoning for optimal performance and longevity.

Ordering & Account

How do I create an account?
You can create an account during checkout by selecting “Create an Account” or through our website’s account section. Having an account allows you to track orders, save preferences, and checkout faster.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected]. We’ll do our best to accommodate your request if your order hasn’t entered the shipping process.
What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure and convenient transactions.

Shipping & Delivery

What are your shipping options?
We offer two shipping methods:
– Standard Shipping: $12.95 flat rate via DHL or FedEx (10-15 days after dispatch)
– Free Shipping: For orders over $50 via EMS (15-25 days after dispatch)
All orders are processed within 1-2 business days.
Do you ship internationally?
Yes! We ship worldwide, excluding certain Asian and remote regions. Our global shipping partners ensure your grilling essentials arrive safely wherever you are.
How can I track my order?
Once your order ships, you’ll receive an email with tracking information. You can also track your order through your account on our website.
What if my package is delayed?
While we work with reliable carriers, occasional delays can happen. If your package is significantly delayed, please contact us at [email protected] and we’ll investigate with the carrier.

Returns & Exchanges

What is your return policy?
We stand behind our products. You may return most items within 15 days of delivery for a refund or exchange, provided they’re in original condition. Please contact our customer service to initiate a return.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
How long does it take to process a refund?
Once we receive your return, refunds are typically processed within 5-7 business days. The time it takes for the refund to appear in your account depends on your payment method.

Product Care & Usage

How should I care for my knives?
We recommend hand washing and immediate drying of all knives. Store them properly in knife blocks or sheaths. Regular honing and professional sharpening will maintain their edge.
What’s the best way to season cast iron cookware?
While our cast iron comes pre-seasoned, we recommend applying a thin layer of oil after each use and heating it to maintain the seasoning. For deep seasoning, coat with oil and bake at 375°F for an hour.
Are your marinades and sauces shelf-stable?
Yes, our sauces and marinades are shelf-stable until opened. After opening, please refrigerate and use within the timeframe indicated on the packaging.

Contact Us

How can I contact customer service?
Our team is happy to help! Email us at [email protected] or visit our website for more contact options. We typically respond within 24-48 hours.
Where is your company located?
Our headquarters is at 304 Wilmington Island Road, Savannah, US 31410. While we don’t have a physical storefront, we welcome your inquiries!

Didn’t find the answer you were looking for? Our grilling experts are always here to help. Contact us at [email protected] and we’ll get back to you promptly. Happy grilling from the Zwilli Grills Shop team!