Delivery Information

Shipping Status: Some Delays

Our couriers are currently experiencing extremely high demand, which means that there are some delays in how fast we are able to process our orders.

We will ship orders on a first come, first serve basis until the backlog is cleared and normal service is resumed. We are not currently offering our premium services (Next Day or Saturday Delivery).

European Shipping Areas (Austria, Belgium, France, Germany, Luxembourg, Netherlands)

STANDARD DELIVERY

Standard delivery is free on all orders over €39.95. All orders under €39.95 will be subject to a standard delivery charge, details of which can be found below. Orders requiring delivery on a pallet will be quoted per order.

COUNTRY	STANDARD CHARGE	LEAD TIME
Austria	€ 6.95	3-5 Working Days
Belgium	€ 6.95	3-5 Working Days
France	€ 6.95	2-4 Working Days
Germany	€ 4.95	2-4 Working Days
Luxembourg	€ 6.95	2-4 Working Days
Netherlands	€ 6.95	3-5 Working Days

Orders placed over the weekend will be processed on Monday (excluding bank holidays). Delivery times cannot be guaranteed, however all orders are shipped as soon as possible. Please contact us at info@proqsmokers.com if you have any special requests or queries on delivery.

We request the provision of a mobile number and email address to enable us to keep you up to date with your order and pass on any available tracking information. This information is not shared with any organisations outside of our delivery partners.

HEAVY GOODS

Some products such as the ProQ FÒGHER and Commercial Smoker ranges are unable to be shipped using the standard methods detailed above and a shipping quote will be provided for these.

These are classified as heavy goods products. All heavy goods items are shipped using the pallet network and delivery times will vary based on the delivery address.

Pricing for the ProQ Commercial Smokers (Stretch, GFC3000 & GFC4200) is excluding shipping from Hungary, this will require a quotation on a case by case basis.

For this service we will call and confirm delivery arrangements prior to shipping, so accurate contact details are required. Customers will also need to make sure someone is available on the day of delivery to receive the goods, and that full access is available.

OUR PARTNERS

Across Europe we partner with DPD, Royal Mail and Palletways depending on location and order size. Where possible, you will be sent either an email or a text providing a delivery time frame for any orders shipped with DPD. If you are not going to be available to sign for the package, you will have the opportunity to provide details of where it can be safely left, nominate a neighbour who can sign for it, or rearrange the delivery for a more convenient time.

Please be advised that any special delivery requirements made after your order is shipped will remove any liability from ProQ Barbecues & Smokers Ltd for the loss or damage of your order. Customers are advised to make any special delivery requests at point of order to avoid shipping complications.

All dispatch and delivery timings are subject to stock availability. You will be informed as soon as possible of any delays and offered options to change or cancel your order. ProQ Barbecues & Smokers Ltd may part-ship your order, provide reasonable substitutions (such as alternative wood flavours) and send any remaining items separately, at no further cost to you. In any of these cases you will be notified before shipping of any changes.

INTERNATIONAL

Depending on the product, we may be able to ship to you with one of our logistics partners. Costs are variable depending on your location and the size and weight of the goods you require. Please contact us for a quotation.

RETURNS

If you change your mind or your order is not quite right, you may return it to us within 30 (thirty) days from the date you received the order. Before returning any items, please contact ProQ at info@proqsmokers.com with your name and order number and you will be provided with a return reference number.

The cost of returning all unwanted items (either by post or via courier) will not be covered by ProQ Barbecues & Smokers Ltd. Costs for returning goods are the responsibility of you - the customer.

Items returned must be in ‘as-new’ condition. This means you have not used, damaged, or modified any of the items. Please return items secured in their original packaging if possible.

After your returned item is received and confirmed as being in an ‘as-new’ condition, we will issue you with a refund of the purchase price less the return delivery fees. If we cannot be satisfied that you purchased the product from ProQ then we will not accept your product for return.

LOST OR DAMAGED ITEMS

In the unlikely event that your parcel is damaged when you receive it, or if you believe your order has been lost, please notify us immediately so that we can resolve the issue as soon as possible and claim from the carriers on your behalf.

FOR ALL OTHER QUERIES RELATING TO SHIPPING AND DELIVERY

Please contact us at info@proqsmokers.com.