We process orders quickly, so cancellations need to happen fast. Here's exactly when you can cancel, how to do it, and what to expect for your refund.
The short version — cancel before your order ships for a full refund · once shipped, it becomes a return · email us immediately with your order number · refunds are processed within 5–10 business days.
Cancelling before your order ships
You can cancel for a full refund any time before your order has been handed off to the carrier. Because we process orders within 2 business days, you need to act quickly. Email support@stokegrills.com with your order number and the subject line "Cancellation Request" as soon as possible.
If we receive your cancellation request in time, we'll confirm the cancellation and issue a full refund to your original payment method within 5–10 business days. You'll receive a confirmation email when it's processed.
After your order has shipped
Once an order has shipped, it can no longer be cancelled. If you no longer want the item, you can refuse the delivery (note: refusal may incur return shipping costs) or return it after delivery under our Refund & Returns Policy.
For orders that shipped and are being returned, a restocking fee of up to 20% may apply for non-defective, opened items. See the Refund & Returns Policy for full details.
Orders StokeGrills may cancel
We reserve the right to cancel any order for the following reasons:
- Item is out of stock or discontinued with no ETA.
- Pricing or product information error on our site.
- Suspected fraudulent or unauthorized payment.
- Unable to verify the shipping address or customer information.
- Bulk or resale orders not authorized under our Terms.
If we cancel your order for any of these reasons, we'll email you promptly and issue a full refund. We'll never cancel your order without notifying you.
Pre-orders & backorders
If you placed a pre-order or backordered item, you may cancel at any time before the item ships for a full refund. Email us with your order number and we'll process it. If a backordered item's availability changes significantly, we'll contact you before charging or shipping.
Refund timing
Approved cancellation refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to post the credit to your account. If you haven't seen the refund after 10 business days, contact us and we'll investigate.
Request a cancellation
Email us right away with your order number. Subject line: "Cancellation Request."