FAQ's

We hope you find your experience with us enjoyable. We’ve put this page together to help you with any questions you may have while using this site. If you find that your question is not answered satisfactorily, please contact us at the customer service shown below.

Is it safe to use my credit card online?
Yes. Our server has software that encrypts user-provided information to protect the security of your credit card information as it is transmitted to us.

When will my order be processed?
When your order is received, it will generally be processed within 24 hours of business day.

When will my credit card be charged?
Your credit card purchase is authorized when you place your order and charged when your order is shipped.

What happens if something I ordered is not available?
We do our best to keep everything in stock at all times. However, there may be instances when an item you wish to purchase is back-ordered. Back-order means the warehouse is temporarily out of stock on the particular item you ordered. When you receive your shipping confirmation via email, the mail will specify backordered items, if any. Your credit card will not be charged for any backordered items until the backordered items actually ship to you.

Can I cancel an order once it has been placed?
Please contact [email protected] Cancellation requests will be handled on an individual basis, but generally they should be requested within 4 hours of placing your original order to facilitate order cancellation prior to processing your order.

What if I am having difficulty ordering online?
If you are having a problem placing an online order, please contact Technical Support at [email protected]

Who can I contact if the carrier cannot trace my order?
Please contact Sam in our Customer Service Department at 407-660-8888 and have your order confirmation or your shipping confirmation information, and a daytime phone number and email address available so that we can better assist you.

How do I make a return?
Your satisfaction is a priority and we pride ourselves in our products. However, should you discover that one of you products is damaged, please call our office immediately at 407-660-8888 or email us at [email protected] to arrange return authorizations. Any claim for damages must be made within 24 hours of receipt of your merchandise. Once you have a return authorization number, please place that number on the outside of your mailing box in a prominent location. No return will be accepted without this RA number.
1. Secure the merchandise in original packaging and enclose a detailed description of your item.
2. Return merchandise in as purchased condition by pre-paid mail to the address listed below. You will receive credit within 7-10 business days of the receipt and verification of the returned merchandise. Shipping charges are not refundable.

Where should I ship my returns?
Returns will be processed at this location only. Send returns to:
FSI
In Care Of: Sonny’s BBQ
7800 The Bluffs Suite C
Austell, GA 30168

How do I receive credit for my return?
Your credit will be processed within 48 hours of receipt and verification.

How long will it take to receive credit for my return?
Please be aware that depending on your credit card company’s policies, it may take one or two billing cycles for the credit to appear on your statement.

What do I do if I receive something that is damaged or defective?

Please contact Customer Service at 407-660-8888.

 

What methods of shipping are available?

Standard shipping is via Ground Service, and we also offer 2 Day and Next Day Air.

How much will it cost to ship my order?

Our shipping and handling fees are calculated automatically at time of order, will be determined based on weight and destination of order, and will be displayed when you proceed to the check out page. Please note the time of day you have placed your order when selecting your shipping option. Next Business Day orders will be processed the same day only if your order is placed by 1pm Eastern Standard Time.

How long will it take to get my order?

Generally speaking, for ground deliveries our carriers quote 3 to 7 business days for Continental US street addresses depending upon distance. Parcels shipped via UPS can be tracked via their websites that provide step-by-step details of each shipment. Please remember that carriers do not include weekend days in their count of business days.

How will I know when my order was shipped?
We will send you an e-mail shipping confirmation when your order ships, including the appropriate order tracking numbers and a link so that you may track your package through that web site.