Refund policy

Refund & Return Policy

Effective Date: May 6, 2026

This Refund & Return Policy outlines the conditions under which returns, refunds, and cancellations are accepted at Pitmaster Society.

Pitmaster Society is operated by USA Grills Direct LLC, a Wyoming limited liability company, and we are committed to providing a fair, transparent, and consistent return experience.

ORDER CANCELLATIONS (BEFORE SHIPPING)

Orders may be canceled before they have been processed or shipped.

  • Cancellation requests must be submitted within 12 hours of placing the order
  • To request a cancellation, please contact:
    support@pitmastersociety.com

Once an order has been processed or shipped, it cannot be canceled and must follow the return procedures outlined below.

RETURNS — CUSTOMER REMORSE

We accept returns for non-defective items (for example: wrong item ordered or change of mind) under the following conditions:

  • Return requests must be submitted within 30 days of delivery
  • Items must be:
    • Unused
    • Uninstalled
    • In original packaging
    • In resellable condition

Return Process

  • Contact us at support@pitmastersociety.com to request a return
  • Receive return approval and instructions
  • Securely package and return the item as instructed

Return Shipping

  • Customers are responsible for return shipping costs for non-defective items
  • Return labels are not provided for customer remorse returns

Restocking Fees

A restocking fee of up to 15% may apply depending on the product and supplier.

Any applicable fee will be communicated prior to return approval.

Refunds

  • Refunds are processed within 5–10 business days after the returned item is received and inspected
  • Refunds are issued to the original payment method
  • Original shipping charges are non-refundable

RETURNS — DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

If your item arrives damaged, defective, or incorrect:

  • You must notify us within 48 hours of delivery
  • Please provide:
    • Photos of the item and packaging
    • Order details

Important — Freight Deliveries

For freight shipments:

  • Inspect the item before signing the delivery receipt
  • If visible damage is present:
    • Note “Damaged” clearly on the delivery receipt
    • Take photos immediately

Do not refuse delivery unless the item is completely destroyed. Refused deliveries without prior authorization may incur return freight charges.

Resolution

We will work with the supplier or freight carrier to:

  • Arrange a replacement
  • Issue a refund where applicable

Return Shipping — Defective Items

Return shipping costs are covered for defective, damaged, or incorrect items.

A return label or freight return arrangement will be provided where applicable.

FREIGHT RETURN CONDITIONS

Due to the size and nature of freight shipments:

  • Returns must follow freight carrier procedures
  • Return instructions will be provided upon approval
  • Items must be securely repackaged for transport
  • Additional coordination may be required depending on the carrier

EXCHANGES

We do not offer direct exchanges.

If you would like a different item, please return the original item (if eligible) and place a new order.

NON-RETURNABLE ITEMS

The following items are not eligible for return:

  • Used or installed products
  • Items not in original packaging
  • Products marked as final sale on the product page

All other products remain eligible for return under this policy.

REFUND PROCESSING

Once a returned item is received and inspected:

  • Refunds are processed within 5–10 business days
  • Refunds are issued to the original payment method

CONTACT INFORMATION

If you have any questions regarding returns or refunds, please contact us:

Pitmaster Society

Operated by USA Grills Direct LLC, a Wyoming limited liability company

1032 E Brandon Blvd #7927
Brandon, FL 33511
United States

📞 +1 (737) 210-1586
📧 support@pitmastersociety.com

Customer Service Hours

Monday – Friday
9:00 AM – 5:00 PM Eastern Time

Please note: This address is used for mailing and business correspondence purposes only. Pitmaster Society operates exclusively online and does not maintain a public retail showroom or storefront.