Customer Support

Besides building extraordinary grills and smokers, we take enormous pride in how we take care of people. Remember, we’re Iowans. Let us know how we can help.

01    Production

At Knack, most products are made to order, with the exception of merchandise. Our normal lead time is 12-14 weeks.  We strive to meet these lead times, but there are moments when the global supply chain creates challenges that increase this time. 

We’re thrilled to help you bring home one of our heavy-duty smokers or grills, crafted for exceptional performance. Due to their substantial weight, you can choose to pick up your order directly from our facility or opt for curbside delivery via a tailgate lift truck for your convenience. Our estimated shipping costs – which include crating for safe transport – are based on your region and will be clearly displayed during the purchase process for customers in the 48 continental United States. For deliveries to Alaska or Canada, please contact our customer service department for a personalized delivery quote. Whether you choose pickup or delivery, we’re committed to ensuring a smooth and transparent experience—feel free to reach out with any questions.

Below are some estimates for shipping the Union, Black Hawk, Woodbury, and Buena Vista products to regions within our 48 states.

  • Midwest ($$$$)
  • Northeast ($$$$)
  • Southeast ($$$$)
  • South ($$$$)
  • Southwest ($$$$)
  • Northwest ($$$$)

CURBSIDE DELIVERIES
Please note that some items are too large for residential shipping. These items will be listed as “With Hold at Terminal Service” at checkout with no options for residential delivery. These large shipments listed as “With Hold at Terminal Service” must be picked up at the freight terminal or can be shipped to a business with forklift or loading dock for the same cost.

SHIPPING DAMAGE

  1. Inspect the shipment when it arrives along with the bill of lading (slip of paper the driver will have you sign).
  2. Make sure all items are present.
    • For example, if your bill of lading states 5 pieces, make sure all 5 pieces are there. If not, go ahead and accept the shipment and note how many pieces you actually received vs. how many are short. Then contact us immediately with the details of the missing piece(s).
  3. Thoroughly examine all aspects of the freight.
    • Damage to the exterior of the package(s):
      • If there appears to be damage on the exterior of the package(s), then you have the right to ask for the package(s) to be opened to inspect the contents or to open it yourself to inspect it before signing the bill of lading.
      • If the driver refuses to let you inspect the package(s), reject the entire shipment and contact us immediately.
      • After inspecting the inside of the package(s) and it appears the product IS NOT DAMAGED, sign for the shipment as received in full.
      • You may note damage on exterior of package(s) on the bill of lading.
    • If after inspecting the inside of the package you find that the freight IS DAMAGED:

      • Reject the entire shipment and contact us immediately.

      • No identifiable damage to the package(s):

      • It is still recommended that you inspect the contents of the shipment.

      • If there isn’t damage to the freight, then go ahead and sign for your shipment as received in full and intact.

    • If you later notice damage after the driver is gone, this is considered concealed damage.
      • Take photos of the original carton showing no damage and photos of the damage to the goods and email them to us immediately. For concealed damage, a claim must be filed within 48 hours of date of delivery.

We make purchasing your dream Knack smoker or grill easy and flexible. You can pay securely using your credit card or choose other convenient methods for a quick checkout experience. For added flexibility, we’ve partnered with Affirm to offer payment plans, allowing you to spread the cost of your purchase over time with manageable installments. Simply select your preferred payment method at checkout to get started.

At Knack we value your questions. For the fastest and most efficient assistance with your order, we kindly ask that you reach out to us via email at support@knacksmokers.com. Our dedicated team monitors emails closely and is committed to providing prompt, detailed responses to address your questions or concerns. While we do offer phone support, emailing first ensures we can assist you thoroughly and conveniently. Thank you for choosing us, and we look forward to helping you!

Knack warrants that, for a period of 180 days from delivery, our commercial barbecue smokers and grills (the “Products”) shall conform to the specifications described on our website and be free from defects in material and workmanship. To make a valid warranty claim, you must give us a detailed written notice within 7 days of discovering the defect and a reasonable opportunity to inspect the Product and verify the claim. We may require you to return the Product to us to conduct the inspection. The warranty will be void if you continue using the product after giving us notice of the defect; if the defect results from the Product not being stored, installed, used or maintained per our instructions; or if the Product is altered or repaired without our prior written consent. This warranty is limited to the replacement of the defective part(s) of the product. This warranty does not cover paint loss, discoloration, rust, or oxidization. This warranty does not apply to any Product that has been resold or traded to another owner; has been subjected to abuse, misuse, neglect, negligence, accident, improper testing, improper installation, improper storage, improper handling, abnormal physical stress, abnormal environmental conditions, or any use contrary to the instructions issued by us; has been reconstructed, repaired, or altered by anyone other than us or our authorized representative; or has been used with any third-party product or hardware that has not been approved by us in writing. Certain products manufactured by a third party may constitute, contain, be contained in, incorporated into, attached to, or packaged together with, the Products. Our warranty does not cover any third-party products and we make no representations or warranties with respect to any third-party products. The warranty described herein applies to Products sold within the U.S.A. only and expires 180 days after delivery. Except for this warranty, all other warranties (statutory, express, or implied) are expressly disclaimed to the maximum extent permitted by law. For further assistance or to submit a claim, contact us.

If you need a part for your Knack smoker or grill that isn’t listed on our website, please email us at support@knacksmokers.com. Include your grill’s serial number and a brief description of the part you need. Our Knack team will promptly assist you with pricing and delivery details.

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