At Zwilli Grills Shop, we take pride in delivering premium grilling tools and accessories with the same precision we put into crafting our Japanese steel knives. Our shipping and returns policies are designed to provide clarity and confidence in every purchase you make.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipment
    • Recommended for time-sensitive orders
  • Free Shipping (Orders over $50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipment
    • Available for most international destinations (excluding some Asian and remote regions)

Our Hassle-Free Returns Policy

We stand behind every product we sell. If you’re not completely satisfied with your purchase, we’ll make it right.

Return & Exchange Eligibility

  • Returns accepted within 15 days of receiving your order
  • Items must be unused, in original packaging, and in resalable condition
  • Proof of purchase is required

Non-Returnable Items

For health and safety reasons, the following products cannot be returned:

  • BBQ Sauces, Brines, Injections & Marinades (opened or unopened)
  • Condiments (all types)
  • Charcoal & Wood Pellets (once opened)
  • Any used or opened food preparation items

Note: Damaged or defective non-returnable items will be replaced at our discretion.

How to Initiate a Return or Exchange

  1. Contact Our Team: Email [email protected] within 15 days of receipt with your order number and reason for return
  2. Receive Authorization: We’ll respond within 2 business days with return instructions
  3. Package Your Items: Securely repackage with original packaging and include all accessories
  4. Ship Your Return: Send to our Savannah facility using a trackable method
  5. Inspection & Processing: We’ll inspect upon arrival and process within 3-5 business days

Return Request Email Template

Subject: Return Request for Order #[Your Order Number]

Dear Zwilli Grills Shop Team,

I would like to request a [return/exchange] for my order #[Your Order Number] placed on [Order Date].

Item(s) for return/exchange:

  • [Product Name 1] (Quantity: X)
  • [Product Name 2] (Quantity: X)

Reason for return/exchange: [Please specify]

Please advise on next steps at your earliest convenience.

Best regards,
[Your Full Name]
[Your Contact Information]

Refund Information

  • Timing: Refunds are processed within 3-5 business days after we receive your return
  • Method: Funds will be returned to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping Costs: Original shipping fees are non-refundable unless the return is due to our error

Exchange Process

  • Follow the same return process above
  • Clearly indicate the replacement item(s) desired in your email
  • We’ll ship your new items once the return is received and processed
  • Price differences will be charged/refunded as needed

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us immediately at [email protected] with photos of the damage
  • We’ll arrange for a replacement or refund at no additional cost
  • In some cases, we may request return of the damaged item

Return Shipping

  • Customers are responsible for return shipping costs unless the return is due to our error
  • We recommend:
    • Using a trackable shipping service
    • Insuring your package for its full value
    • Retaining your shipping receipt until the process is complete

Return Address

Zwilli Grills Shop Returns
304 Wilmington Island Road
Savannah, US 31410

Need Help?

Our Savannah-based customer service team is ready to assist with any questions about shipping, returns, or exchanges. Contact us at [email protected] – we typically respond within 24 hours.

Happy Grilling,
The Zwilli Grills Shop Team