Return & Refund Policy

Return & Refund Policy

Slo' Motion BBQ
N64W22648 Main St., Sussex, WI 53089
Email: orders@slomotionbbq.com
Phone: 262-822-1402

Last Updated: October 27, 2025

Return Policy Overview

At Slo' Motion BBQ, we want you to be completely satisfied with your purchase. This Return & Refund Policy applies to all orders placed through our website, slomotionbbq.com, and covers our CPG products (sauces, rubs, apparel, and merchandise). Please read this policy carefully to understand your rights and our procedures.

For questions about returns or to initiate a return, contact us at orders@slomotionbbq.com with your order number.

CPG Products (Sauces, Rubs, Apparel & Merchandise)

30-Day Return Window

You may return unopened, unused CPG products (BBQ sauces, rubs, apparel, and merchandise) within 30 days of the delivery date for a full refund. To be eligible for a return:

  • Items must be in their original, unopened packaging
  • Items must be unused and in the same condition that you received them
  • Items must include all original tags, labels, and packaging materials
  • You must provide proof of purchase (order number or receipt)

How to Initiate a Return

To start a return, please follow these steps:

  1. Contact Us Within 30 Days: Email orders@slomotionbbq.com with:

    • Your order number
    • The item(s) you wish to return
    • Reason for return (optional but helpful)
    • Photos of the item (if damaged or defective)

  2. Receive Return Authorization: Our team will respond within 2 business days with return instructions and a Return Authorization number.

  3. Ship the Item: Package the item securely and ship it to the address provided in your return authorization email. You are responsible for return shipping costs unless the item is damaged or defective.

  4. Refund Processing: Once we receive and inspect your returned item, we will process your refund within 5-7 business days. Refunds will be issued to your original payment method.

Return Shipping Costs

  • Customer-initiated returns (change of mind, wrong size, etc.): Customer pays all return shipping costs
  • Damaged or defective items: Slo' Motion BBQ covers return shipping costs

Non-Returnable Items

The following items cannot be returned:

  • Opened or used food products (sauces, rubs, seasonings)
  • Perishable food items (meat, prepared foods)
  • Gift cards
  • Custom or personalized items
  • Sale or clearance items marked as "final sale"

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately:

  1. Email orders@slomotionbbq.com within 7 days of receiving your order with:

    • Your order number
    • Photos clearly showing the damage or issue
    • Description of the problem
    • Use subject line: "Damaged Order" or "Wrong Order"

  2. We will provide:

    • A full refund to your original payment method, OR
    • A replacement product at no additional cost, including free return shipping

Perishable Food Products & Prepared Foods

Due to food safety regulations and health codes, perishable items cannot be returned once they have been shipped. This includes:

  • Fresh or frozen meat products
  • Prepared BBQ meals
  • Any food items shipped with dry ice or gel packs

Exception: If your perishable food arrives damaged, spoiled, or incorrect, please contact us within 7 days with photos. We will issue a refund or replacement at no cost to you.

Catering Services

Catering services are non-refundable. All deposits and payments for catering orders (Full-Service, Food Trailer, Pickup & Delivery) are governed by our Terms of Service, available at slomotionbbq.com/pages/terms-of-service.

If there is an issue with your catering service, please contact us at orders@slomotionbbq.com or call 262-822-1402, and we will work with you to resolve the matter.

Refund Processing

Refund Timeline

Once we receive your returned item and verify it meets our return policy requirements:

  • Inspection: 1-2 business days
  • Refund Processing: 5-7 business days
  • Bank Processing: 3-10 business days (depending on your financial institution)

You will receive an email confirmation once your refund has been processed.

Refund Method

Refunds are issued to the original payment method used for the purchase:

  • Credit/Debit Card: Refunded to the same card
  • PayPal: Refunded to your PayPal account
  • Other payment methods: Refunded accordingly

Note: Original shipping charges are non-refundable unless the return is due to our error (damaged, defective, or incorrect item).

Exchanges

We do not offer direct exchanges at this time. If you need a different size, color, or product:

  1. Return the original item following our return process
  2. Place a new order for the item you want

This ensures faster processing and guarantees product availability.

International Returns

For orders shipped outside the United States, customers are responsible for:

  • All return shipping costs
  • Any customs fees, duties, or taxes incurred during the return process

We recommend using a trackable shipping service for international returns, as Slo' Motion BBQ is not responsible for lost or damaged return shipments.

Lost or Stolen Packages

Slo' Motion BBQ is not responsible for packages lost or stolen after delivery confirmation by the carrier. If your tracking information shows the package was delivered but you did not receive it:

  1. Check with neighbors or building management
  2. Contact your local post office or carrier
  3. File a claim with the shipping carrier

For high-value orders, we recommend purchasing shipping insurance or requesting signature confirmation at checkout.

Cancellations

Before Shipment

If you wish to cancel your order before it ships, please contact us immediately at orders@slomotionbbq.com with your order number. If we have not yet processed or shipped your order, we will cancel it and issue a full refund.

After Shipment

Once your order has shipped, you cannot cancel it. You may return the item(s) following our standard return policy once received.

Contact Us

For any questions about returns, refunds, or this policy, please contact us:

Email: orders@slomotionbbq.com
Phone: 262-822-1402
Address: Slo' Motion BBQ, N64W22648 Main St., Sussex, WI 53089

Business Hours:
Monday–Friday: 9:00 AM – 5:00 PM CST
Saturday–Sunday: Closed

Policy Updates

Slo' Motion BBQ reserves the right to update or modify this Return & Refund Policy at any time. Any changes will be posted on this page with an updated "Last Updated" date. Your continued use of our website and services after any changes constitutes acceptance of the updated policy.

Thank you for choosing Slo' Motion BBQ!
We appreciate your business and are committed to providing you with the best Wisconsin BBQ experience possible.