Frequently Asked Questions
Below you will find some of our most frequently asked questions broken up into categories for easy navigation.
Can't find what you are looking for? Email us at [email protected] - one of our team members will get back to you soon!
Contacting BPS Customer Service
Question: How do I contact BPS Customer Service?
Answer: You can reach our Customer Service team by email at [email protected]. One of our team members will respond to your inquiry promptly.
Recipes
Question: Do you have any recipes?
Answer: Yes, we have a collection of mouthwatering recipes available at https://www.cookingwithbigpoppa.com/. Check them out and get inspired!
Payment Methods
Question: Which payment methods do you accept?
Answer: We accept PayPal, Amazon Pay, and the following credit cards: Visa, MasterCard, and American Express. You can find more information about our payment options at https://www.bigpoppasmokers.com/payment-options.
Military Discount
Question: Do you offer a military discount?
Answer: Absolutely! We offer a 5% military discount on rubs, sauces, and accessories. Please contact us at [email protected] for more information.
Refunds and Returns
Question: How do I get a refund?
Answer: For information regarding our refund process, please refer to our terms at https://www.bigpoppasmokers.com/returns-refunds.
Question: Do you offer returns?
Answer: Yes, we do offer returns. To understand our return and refund policies, visit https://www.bigpoppasmokers.com/returns-refunds.
Order Cancellation
Question: Can I cancel my order?
Answer: We have a cancellation policy in place. To learn more about it, please visit https://www.bigpoppasmokers.com/order-cancellation.
Poppa Points Loyalty Program
Question: How do I use my Poppa Points?
Answer: To earn Poppa Points, you must have an account on our store. Sign up for an account and start earning reward points by placing orders and completing actions in our earning section for bonus points. For more details, check out our loyalty program at https://www.bigpoppasmokers.com/loyalty-program.
Question: How much are my points worth?
Answer: For every $1 you spend, you earn 2 Points. When you accumulate 100 Points, you can redeem them for $1 towards any BPS products.
Product FAQs
Question: Do you have a retail store?
Answer: We are an online-based business and do not have a physical storefront. Our grills and smokers ship directly from the manufacturer, while rubs, sauces, and accessories ship from Kansas City, KS.
Question: Where can I purchase BPS rubs in a brick & mortar store?
Answer: Use our dealer locator tool to find a store near you that carries our rubs: https://www.bigpoppasmokers.com/dealer-locator.
Shipping FAQs
Question: Where do you ship from?
Answer: Our warehouse is located in Kansas City, KS. Shipping within the continental United States can take 5-7 business days via FedEx.
Question: What shipping carrier do you use?
Answer: We use USPS, UPS, and FedEx as our shipping carriers.
Question: Are you open on weekends?
Answer: Our warehouse and office are closed on Saturdays and Sundays, and no shipments or orders are processed during that time.
Question: Where can I find the shipping cost for grills?
Answer: The shipping cost for grills can be found on the product detail page under the "Shipping" tab. Please note that each smoker may have a different shipping cost, as prices vary based on weight and manufacturer location.
Question: What is the lead time for smokers?
Answer: Each brand has a different lead time, which can be found on the product detail page under the "Shipping" tab. You can also click "ADD TO CART" to see the lead time and accessories.
Question: How can I track my shipped order?
Answer: After your order has shipped, we will provide a tracking number via email. If you haven't received your tracking information, please contact us at [email protected] with your name and order number, and we'll assist you.
Question: What is the cut-off time to place an order?
Answer: Orders received before 9:30 AM PST (Monday to Friday) typically ship the same day. Please be aware that shipments may be delayed on holidays that fall on Mondays. For the most up-to-date information, refer to our shipping policy at https://www.bigpoppasmokers.com/shipping-policy.
International FAQs
Question: Do you ship to Canada?
Answer: Yes, we do ship BPS products to Canada. However, we have a few Canadian dealers where you can purchase our products from. We encourage you to check them out. To get more information, please use our dealer locator tool: https://www.bigpoppasmokers.com/dealer-locator or if a dealer does not carry what you are looking for, please email us at [email protected] to initiate a shipping quote. Please provide your FULL shipping address, phone number, list of items, and quantities. Please note that we do not ship grills or smokers outside the contiguous U.S.
Question: Do you ship to Australia?
Answer: Yes, we do ship BPS products to Australia. If a dealer is not available in your region, please email us at [email protected] to initiate a quote. Please provide your FULL shipping address, phone number, list of items, and quantities. Please note that we do not ship non BPS products or grills/smokers outside the contiguous U.S.
Question: Do you ship internationally?
Answer: Yes, we do ship BPS products internationally. If a dealer is not available in your region, please email us at [email protected] to initiate a quote. Please provide your FULL shipping address, phone number, list of items, and quantities. Please note that we do not ship non BPS products or grills/smokers outside the contiguous U.S.
MAK FAQs
Question: How many pellets can I fit in the MAK pellet hopper?
Answer: The MAK pellet hopper can hold up to 20 lbs of pellets.
Question: What is the difference between the MAK 1 Star and MAK 2 Star?
Answer: The key differences between the MAK 1 Star and MAK 2 Star are:
The appearance: The MAK 1 Star is fully powder-coated black, while the MAK 2 Star is partially stainless steel and partially powder-coated black.
The MAK 2 Star comes standard with the smoke box, which is not an option for the 1 Star.
The MAK 2 Star comes with an enclosed bottom, allowing customers to add the cabinet door for an additional $200, converting the enclosed bottom into a cabinet for extra storage.
Question: Why should I buy from you instead of directly from MAK?
Answer: We offer several advantages over direct purchases from MAK, including a rewards program that allows you to earn up to a $40 discount on your grill purchase, which can be applied towards your next MAK accessory purchase. Additionally, we may offer special promotions like free rubs, sauce, or mats with grill purchases.