FAQ

General Order Information

• Please note: Orders CANNOT be changed, modified, or canceled after checkout!

• Merchandise may be exchanged or returned for refund, only within 30 days from the date your order is delivered to you. Refund will only be for the item(s), not for any shipping and handling charges.

• We will only accept one coupon code per order.

• If you have questions regarding our items prior to placing your order, or are having technical issues with ordering, please email us at sales@underdogbbq.com 

Processing and Shipping

• Standard shipping orders take 7-10 business days to be processed and packaged before they are shipped out of our warehouse.  Unless the item is a Pre-Order special or the item is currently out of stock in our retail store.  This is not including shipping time.  We make our apparel to order, so we appreciate your patience!

• Expedited shipping orders take 1-2 business days to be processed and packaged before they are shipped out of our warehouse.  Unless the item is a Pre-Order special or the item is currently out of stock in our retail store.  This is not including shipping time.  We make our apparel to order, so we appreciate your patience!

• Standard Shipping within the continental United States is via USPS (US Postal Service) and UPS. International shipping prices are based on the total weight of the order and will ship via UPS or USPS.

• Underdog BBQ is NOT responsible for:
  • Delays with shipping
  • International Duties or Customs charges
  • Products that are lost in the mail, The USPS or UPS will be responsible once we ship the packages. For damages please email us at sales@underdogbbq.com with your order number and pictures of the damaged bottles(s).
  • Products marked delivered. You will need to contact your local Post Office or UPS to obtain information regarding your package.

• If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. Please contact us after the estimated delivery time has passed.

• All our shipments include Tracking with Delivery Confirmation. If your tracking information confirms that the item has been delivered to your order address, but you have not received your order, please contact the carrier directly to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.

Carrier Contact Numbers:

• USPS: 1-800-275-8777
• International USPS: 1-800-222-1811
• UPS: 1-800-742-5877

• We are NOT responsible if the package is not delivered in the guaranteed shipping times. If the item is not delivered in time, please contact USPS (1-800-ASK-USPS) or UPS (1-800-742-5877). We will NOT refund additional shipping charges if USPS or UPS fails to meet their guaranteed shipping times.
  
  

Damaged Shipments:

We are not responsible for any lost or stolen packages. For damaged packages that you ordered and the sauce bottle(s) are damaged or broken, please contact us at sales@underdogbbq.com with your order number and pictures of the damaged bottle(s) to receive a replacement.

WRONG ADDRESS DISCLAIMER: 

It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We are not responsible if a package is shipped back to us due to an incorrect or undeliverable address. If you decide to cancel your order or change your shipping address, please write to us at sales@underdogbbq.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so.

IMPORTANT NOTE TO ALL CUSTOMERS OUTSIDE OF USA: 

We cannot guarantee that you will or will not be charged any customs taxes or duties. You are responsible for all applicable customs, duties, taxes and fees charged by your government. Please contact your country's customs office for respective charges and rates on package coming outside of your country. International customers (outside of United States) are responsible for all import duties, customs, and local taxes charged by your country. We are unable to advise the amount of what these fees might be & we recommend that you contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.

 Return Policy:

• Return Address:

UNDERDOG BBQ
ATTN: Returns

2714 West 8th St

Erie, PA 16505

• All returned items must still have the ORIGINAL TAGS on them.

• Returned merchandise must be UNWORN and UNWASHED. Items that appear worn, have stains, or smell of cigarette smoke, deodorant, pet hairs or odors, etc. will not be accepted. If an item has been worn once, it will not qualify for a return.

• Sauces must not be opened or show signs of tampering.

• Merchandise may be exchanged or returned for refund, only within 30 days from the date your order is delivered to you. Refund will only be for the item(s), not for any shipping and handling charges.

• When making a return, please include the original invoice and any notes (written or via email) as to why it is being returned.
• If you have received an item with any problems or defects, please contact our warehouse at sales@underdogbbq.com.com within 3 DAYS to inform us of the issue. If we are not notified within 3 days of receiving the item, then it will no longer qualify for a return or replacement. You must include a photo of the damage / defect with your email.

• Exact colors of merchandise may vary due to photography lenses, indoor / outdoor lighting, and computer monitor resolutions. Clothing patterns may also vary. These situations do not qualify as defects and the buyer will pay return shipping if a return to our warehouse is attempted.

• The customer is responsible for all return shipping costs. We recommend using a shipping method that provides a tracking number for your reference.

• Please allow 3-4 business days for our warehouse to receive your return, and 7-10 business days for our return department to process your refund only if your return is approved for a refund.

• Email on your account will be used to give notice if your return is not approved for the previous reasons listed.

• If an order is placed prior to receiving a refund, we cannot apply that amount to your new order. Please wait until your refund is applied to your bank account.

 Exchanges:

• Customer is liable for return shipping costs and shipping costs for replacement item. Please include copy of original packing list and indicate what item you want in place of.