FAQ

Frequently Asked Questions

Last updated: July 24, 2026

Below are answers to common questions about shopping with Oraaly.

Products

What products does Oraaly sell?

Oraaly sells outdoor cooking equipment and related products, including:

Gas and charcoal grills
Built-in and drop-in grills
Freestanding grill carts
Portable grills
Pizza ovens
Ceramic grills and smokers
Grill accessories and components

Product availability may change over time.

Are your branded products authentic?

Yes. Oraaly sells authentic products sourced from authorized suppliers.

Are all accessories shown in product images included?

Not necessarily. Some manufacturers use lifestyle photographs that show optional accessories.

The product description and “included items” information determine what comes with your purchase. Contact us before ordering if you need help confirming an accessory.

How can I select the correct fuel type?

Some grills are available in propane and natural-gas configurations. Confirm the product’s fuel type before ordering.

Do not attempt to connect a grill to an incompatible fuel source. Conversion is permitted only when expressly supported by the manufacturer and performed according to its instructions.

Do products require professional installation?

Some grills, gas appliances, electrical products, and built-in equipment may require installation by a qualified professional.

Review the manufacturer’s instructions and comply with applicable safety, building, gas, electrical, and fire regulations.

Ordering

How do I place an order?

Choose the desired product and available options, add it to your cart, and complete checkout with accurate billing, shipping, and payment information.

An order-confirmation email will be sent after successful submission.

Can I place an order by telephone or email?

For security, customers should place orders through the checkout on oraaly.shop unless Oraaly expressly provides another secure ordering method.

Never send complete card details or payment passwords by email.

Can I change my order?

You may request an order change before shipment. Contact support@oraaly.shop immediately with your order number and the requested change.

Changes cannot be guaranteed after fulfillment begins.

Can I cancel my order?

Yes. You may request cancellation at any time before the order ships.

Once an order ships, it cannot be cancelled. You may request a return after delivery under our Return and Refund Policy.

Is there a cancellation fee?

No. Oraaly does not charge a cancellation fee for an order successfully cancelled before shipment.

How do I know whether my cancellation was approved?

A cancellation is complete only after Oraaly sends written confirmation. Submitting a request does not automatically cancel the order.

Payments

What payment methods do you accept?

Oraaly accepts:

PayPal
Supported credit cards
Supported debit cards

Available card options are displayed during checkout.

What currency do you use?

All prices and transactions are processed in United States dollars (USD), unless expressly stated otherwise.

Is payment secure?

Transactions are processed through established payment providers using secure checkout technology.

Oraaly does not directly store complete credit-card numbers or card security codes in its customer-service systems.

Why was my payment declined?

A payment may be declined because of:

Incorrect card details
Insufficient funds
Billing-address mismatch
Card issuer restrictions
An expired card
Payment-provider security controls

Check the entered information or contact your bank, card issuer, or PayPal.

Will I be charged sales tax?

Applicable sales tax is calculated according to the order and legal requirements. When required, it will be displayed during checkout.

Shipping

Where does Oraaly ship?

Oraaly currently ships within the United States only.

Is shipping free?

Yes. Oraaly provides free standard shipping on eligible United States orders.

How long does order processing take?

Orders are normally processed within 1–3 business days.

Business days are Monday through Friday, excluding federal holidays.

How long does delivery take?

Delivery normally takes 5–8 business days after processing.

The estimated total time from order placement to delivery is approximately 6–11 business days.

Are delivery dates guaranteed?

No. Delivery dates are estimates. Weather, carrier disruptions, holidays, address issues, or circumstances outside Oraaly’s reasonable control may cause delays.

How can I track my order?

Oraaly sends available tracking information after shipment.

Tracking may take 24–48 hours to activate after the carrier receives the order.

Do large grills require special delivery?

Large or heavy products may require freight delivery. The carrier may contact you to arrange a delivery appointment.

Provide an accurate telephone number and accessible shipping address during checkout.

Can I change my shipping address?

Contact Oraaly immediately. Address changes may be possible before shipment but cannot be guaranteed after fulfillment begins.

What happens if I provide an incorrect address?

An incomplete or incorrect address may cause delay, failed delivery, or return to sender.

Delivery problems

What should I do if my order arrives damaged?

Keep the product and all original packaging, then email support@oraaly.shop with:

Order number
Photograph of the shipping label
Photographs of the packaging
Photographs or videos showing the damage
Description of the problem

Do not discard the packaging while the claim is being reviewed.

What if I receive the wrong product?

Contact Oraaly before using or assembling it. Provide your order number and photographs of the product and its labels.

Oraaly will review the issue and arrange an appropriate resolution at no cost for a verified fulfillment error.

What if parts are missing?

Check the complete package and included documentation first. Some components may be packed inside other parts.

If an item remains missing, contact Oraaly with the order number, product model, and the name or part number of the missing component.

What if tracking says “delivered,” but I cannot find the order?

First:

Check around the delivery location.
Ask household members or neighbors.
Review carrier delivery notes.
Confirm that the shipping address is correct.

If the order remains missing, contact Oraaly so we can review the shipment and determine whether a carrier investigation is appropriate.

Returns

What is your return period?

Eligible products may be returned within 30 calendar days of delivery.

What condition must the product be in?

Standard returns must generally be:

Unused
Uninstalled
In resalable condition
In the original packaging
Complete with accessories, manuals, and components

Products that have been fueled, cooked on, improperly assembled, modified, or damaged through misuse may not qualify.

How do I request a return?

Email support@oraaly.shop and include:

Full name
Order number
Product being returned
Reason for return
Photographs when applicable

Wait for authorization and return instructions before sending the product.

Who pays return shipping?

Oraaly pays the shipping cost for approved returns.

Depending on the product, Oraaly may provide a prepaid label or arrange carrier collection.

Do you charge a restocking fee?

No. Oraaly does not charge a restocking fee for approved returns that comply with the Return and Refund Policy.

Can I return a product without authorization?

Returns must be approved before shipment. Unauthorized returns may be delayed or refused.

Do you offer exchanges?

Direct exchanges may be available depending on product availability.

If an exchange cannot be completed, you may return the original product for a refund and place a new order.

Refunds

How long do refunds take?

Approved refunds are processed within 14 business days after the returned product is received and inspected.

How will I receive my refund?

Refunds are issued to the original payment method:

PayPal payments return to the original PayPal account.
Card payments return to the original credit or debit card.

How long before the refund appears in my account?

After Oraaly processes the refund, PayPal, your bank, or card issuer may require additional time to post it.

Will the original shipping cost be refunded?

Standard shipping is free, so no standard outbound shipping charge is deducted from an approved refund.

An optional upgraded or special delivery charge may not be refundable unless the return results from an Oraaly error or a defective, damaged, or incorrect product.

Warranty

Do your products include a warranty?

Eligible products include a limited warranty of two to three years, depending on the product, model, component, and manufacturer.

When does warranty coverage begin?

Warranty coverage generally begins on the original delivery date.

What does the warranty cover?

Coverage generally applies to eligible defects in materials or workmanship during normal use.

Exact coverage depends on the manufacturer and product.

What is not covered?

Warranty coverage generally excludes:

Normal wear and tear
Accidental damage
Misuse or neglect
Improper installation
Unauthorized repairs or modifications
Incorrect fuel or electrical connections
Inadequate cleaning or maintenance
Environmental damage not covered by the manufacturer

How do I submit a warranty claim?

Email support@oraaly.shop with:

Order number
Product and model
Serial number, when applicable
Description of the problem
Photographs or videos
Date the problem began

Should I arrange a repair myself?

No. Contact Oraaly before paying for repairs or replacement parts.

Unauthorized repair expenses may not be reimbursed.

Customer support

How can I contact Oraaly?

Email: support@oraaly.shop
Phone: +1 (609) 803-8597
Website: oraaly.shop

What information should I include when contacting support?

For faster assistance, provide:

Full name
Order number
Product name
Clear explanation of the issue
Photographs or videos when relevant

What is Oraaly’s address?

Oraaly
5200 NW 31st Ave
Fort Lauderdale, FL 33309
United States

FAQ