Refund policy
Returns
We want you to be 100% SATISFIED with your order, so we offer a 30-day return policy. You may request a full refund within 30 days of receiving your order.
To start a return, you can contact us at neal@theflattopking.com. Please include the following information in your email:
- Order number
- Name and address on the order
- Item(s) that you would like to return
- Reason for return
We will respond to your email within 2 business days with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at neal@theflattopking.com.
Damages and issues
We do our very best to package each item securely. However, if your package arrives damaged, we want to make it right.
Please email neal@theflattopking.com with the following:
- Pictures of the damaged box
- Pictures of the damaged item
- Order number
Damaged items will be replaced at no charge.
Refunds
We will notify you once we’ve received your return and issued your refund. Then, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at neal@theflattopking.com.
Other Vendor Products
Some of the products listed on our site (like our favorite pecan shell pellets) are shipped and sold by other vendors through a Collective program. These vendors have their own shipping and return policies. Visit Smokin' Pecan for their return and refund policy.
