Email Customer Care
To email us, sent a message to [email protected]
All BBQ sauce, spice, book and tool orders are shipped via Canada Post. Coolers are shipped by courier and smokers are shipped via trucking company. The taxes noted are based on where the shipment is being sent (delivery address).
Returns & Exchange
Cancellation Policy for Coolers A cancellation is where a customer requests to not ship an order after the order is placed on the website and is confirmed. If the shipment has not left the distribution centre and is not considered shipped, are the only situations a cancellation can be considered. Please contact us via email at [email protected] to let us know that you want to cancel a shipment. Return Policy for Coolers A return is where the customer has received the ordered product and requests to return it to the distributor/House of Q. In this instance, we cannot accept returns for used and/or opened merchandise. All merchandise must be returned in its original shipment packaging within 14 days of receipt for exchange or refund. Damage to any items will result in denial of return. House of Q will try to accomodate all of our customers requests however holds the right to deny a return. Please contact us via email at [email protected] to obtain a return authorization number. Only authorized returns will be processed. Customers are responsible for all shipping charges for returns. For any additional information, please contact us. Order Processing for Coolers All web site orders are processed within 24-48 hours after being placed. The orders are then confirmed, packed and shipped within the next day. Most orders for coolers are shipped within two to three business days of the order being placed and ultimately received at their destination within a week. Shipping Policy for Coolers We are only shipping coolers to CANADIAN addresses. All shipments are completed by courier companies. Delivery times are dependent on the destination, weather and the 'usual' challenges that impact delivery systems in Canada. If you would like to arrange for a different delivery service, additional charges may apply. House of Q reserves the right to review individual orders for appropriate shipping charges (for example to remote or challenging destinations) and charge additional fees. In this instance we will of course identify this to the customer.