Damage Claims - Rub, Sauce, & Accessory Orders:
While Big Poppa Smokers goes above and beyond to accommodate customers who receive damaged products, we cannot be held responsible for carrier damages once the order leaves our warehouse. In such cases, it is the customer's responsibility to file a damage claim.
To file a damage claim, email us a photo at customerservice@bigpoppasmokers.com, including your first/last name, order number, and the broken item name + quantity. Our team will evaluate each claim on a case-by-case basis. If eligible, we will issue you a store credit or e-gift card for the retail price of the product when you purchased it.
Please note that damage claims must be made within 5 days of order delivery, and if the packaging or product is visibly damaged, do not sign for the order. Instead, refuse delivery and email us with your first/last name and order number for assistance.
Replacement shipments (if approved) will be shipped out via standard/ground shipping and will not be expedited.
Damage Claims - Grill & Smoker Orders:
For grill and smoker orders, it is essential not to sign for the delivery if the packaging or product is visibly damaged. Instead, take photos of ALL SIDES + paperwork, write "DAMAGE" on the paperwork, refuse the delivery, and contact us immediately.
You must inspect your shipment before signing for delivery. If you sign for your smoker "clean" and discover damage after unpacking, Big Poppa Smokers cannot be held liable, and we cannot assist with reimbursement or a damage claim.
Please provide detailed photos of all original packaging and damage before considering replacements and reimbursement. Carriers will not accept any damage claim without photos and damage notations on all paperwork at the time of attempted delivery without a signature.