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Got Questions?

We've got answers! We've compiled a list of our most frequently asked customer questions below. Not finding the answer you are looking for? Simply contact us and we'll do our best to help you!

Orders and Shipping

I need to cancel my order. What do I do?

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If you have not received an email that your order has already shipped, contact us ASAP! During normal business hours, we try to ship orders as soon as they come in (sometimes within 5 minutes). So, the sooner you contact us, the better we can guarantee to cancel your order and issue a refund. If your order has been shipped, you can refuse the delivery and the mail carrier will return the package to us. Once we receive the package back, we can issue a refund for the items.

How long does it take for an order to ship?

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All orders ship the same or next business day. We are closed Saturday and Sunday, so if you place an order on those days or Friday afternoon, your order will ship out first thing Monday morning (with exclusions to national holidays).

My tracking says my package was delivered, but I haven't received anything. What do I do?

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While this doesn’t happen often, sometimes packages are mistakenly delivered to houses nearby, so make sure to check with your neighbors that they did not receive your package. If you are still unable to locate your package,contact usand we will look into it for you!

What if I change my mind, can I return an item?

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Absolutely! We offer a 30-day hassle-free return policy. Long as the item is still in the original condition you received it (brand new in the packaging, unopened), you can return an item. Please follow our return instructions on our refund policy page.

I received my order, but it arrived defective or damaged. Can I get a replacement?

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If you receive an item that is defective, damaged, or if you received the wrong item, please contact us immediately. You may be entitled to a refund, replacement, or repair of your device. Depending on the situation, we may request images to better understand the issue. We will work with you on the next steps and replacement options to make it right.

Can you ship to a P.O. box?

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Yes! We can ship to P.O. boxes using USPS. Please refer to USPS Policies for more information.

I received an email that says my order shipped, but the tracking number is not working.

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While most packages will have tracking as soon as they leave our facility, please allow 48 hours for the tracking status to update.

Does KC Pellets have a physical store I can come to?

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We do! We have a Lenexa Warehouse located at 10581 Widmer RD Lenexa, KS 66215 with a store front. Come in so we can answer any of your questions and help you purchase the right products for your needs.

Take Pflumm to 107th St, go West on 107th St, and turn right onto Widmer Rd. We're straight ahead.

What are your business hours?

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We are open Monday through Friday, 8 AM to 5 PM CST. We are closed on the weekends and national holidays.

Pellet Grills

I am new to the pellet grill world and I'm not sure what size Green Mountain Grill I need. What do you recommend?

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TREK | This is the go-to grill for small families, campers, tailgaters, RVers, or anyone who wants to cook two racks of ribs or 4-6 nice steaks or a bunch of burgers.
LEDGE | This mid-sized grill is great for a family of 4-6. You can fit around 4 full-sized briskets on it and 7 ribs with the rib rack. You can even add shelves to add another layer of space for cooking vegetables and other side dishes.
PEAK | This is our largest grill and is great for a family of 6 or more. If you like to entertain and often cook meals for family gatherings or friend get-togethers, this is your grill! Several of our customers, even use this size grill for competitions.
BIG PIG TRAILER RIG | Okay, this one’s not for everybody. But if you want a movable feast, this is the grill for you. Whole hog, anyone? Whether you do catering, competition barbecuing, or just throw huge parties, this is the rig for you.

I just bought a pellet grill, but I'm not sure how to use it. Are there any instructional videos I can watch?

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Yes, we have a whole section for New Grill Owners. Go to our page, click on the grill you purchased, and anything you need to get started will be on that page. Instructional video links are located towards the bottom of each page. Still have questions? Don’t hesitate to call us at (913) 350-0020!

Why choose Green Mountain Grills?

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Simple. They provide greater performance than other grills currently on the market.
Tougher Construction | Heavier gauge steel with stainless steel grill grates.
Reliable Temperature Control | Cooking temperatures of 150-550 degrees with 5-degree increments.
Ample Cooking Space | Taller peaked lid.
12v System | Uses a third of the power than a standard 110v grill.
WiFi Functionality | Control your grill from anywhere.

How long will a 28lb bag of hardwood pellets last?

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Depending on the length of cooking time, average cooking temperature and outside elements, a 28lb bag can last anywhere between 4-6 short cooks or 1-2 low and slow cooks.

Do the Green Mountain Grills have a warranty?

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They sure do! All of our Green Mountain Grills come with a 3-year warranty, and it pretty much covers everything! Long as you have not made any structural changes, modified the grill, or caused damage due to negligence or lack of maintenance, it will be covered.

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