Question 1

What brands does Family Hardware process warranty claims for?

Accepted Answer

We process warranty claims for Napoleon, Weber, Green Mountain, Challenger, Delta Heat, Twin Eagles, and Big Green Egg grills. For Southwest Florida customers, we can process claims regardless of where the grill was purchased. Nationwide, we only process claims for grills purchased from us for Challenger Designs, Twin Eagles, and Delta Heat.

Question 2

What do I need to submit a grill warranty claim?

Accepted Answer

You need your name, the grill brand, where the grill was purchased from, a copy of your receipt (required), and photos of the damaged or defective parts. For regulator issues, we also ask that you complete basic troubleshooting steps first.

Question 3

Do you process warranty claims for grills purchased from Home Depot, Lowes, or Amazon?

Accepted Answer

No, we do not process warranty claims for grills purchased from Home Depot, Lowes, Amazon, or BBQ Guys. If your grill was not purchased from Family Hardware, you must have prior approval before submitting a claim.

Question 4

What happens after I submit my warranty claim?

Accepted Answer

After submission, we review your claim and contact you with further information. Most warranty claims result in parts that will either be sent to your home or available for pickup at our Cape Coral or Fort Myers store once we get necessary approvals from the manufacturer.

Question 5

My grill is not getting hot enough - what should I check first?

Accepted Answer

For regulator or heat issues, try these troubleshooting steps first: 1) Try multiple propane tanks as bad tanks are very common, 2) Check for kinks in the regulator hose, 3) Make sure you are not opening a valve before igniting, as this can put the regulator into safety mode and restrict gas flow.

Grill Warranty

Grill Warranty Claim Form

Customer Information

Grill Information

Warranty Items

Copy of Receipt *

Photos of Damage/Defective Part *