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Customer Service Mission Statement

Our mission is to provide excellent customer service that will impress our customers with world class quality and timeliness of our service in a pleasant and professional manner. We will provide a genuine and consistent contribution each day and we will act with honor and goodwill. We will also search for opportunities to support our co-workers to create service delivery efficiencies. We value our customers and treat everyone we encounter as we wish to be treated, with integrity and respect.

Call Us

Our office hours are: 

Monday – Friday 8:00 -5:00 EST
Phone: 800.489.1581
Fax: 706.660.8022

Mail Us
Masterbuilt, Attn: Customer Service
1 Masterbuilt Court
Columbus, GA 31907
Email Us


FAQ Frequently Asked Questions

Product registration can be completed several ways

  • Register Product Online via our website.
  • Manually completing and mailing the registration form attached to your owner’s manual
  • Contact our customer service team @ 1-800-489-1581


Promotional codes allow you to apply special offers or discounts to your order. These codes are usually available for a limited time and may be advertised through our catalogs, emails, web sites, or promotional mailings.
Orders may be placed with our Customer Service Team by calling 800.489.1581 Monday – Friday 8 a.m.– 5 p.m. EST.
Hold times may be longer than usual during or immediately following holidays and on Mondays. During the Thanksgiving Holiday we have extended our hours of operation.
Please have the model and serial numbers of your product available when calling. This will enable our agents to provide correct support for the product you own. Model numbers may be found on the box located near the barcode (8-digit #), serial number may be found on the Serial Plate either on the back or bottom of the product. (Ex. AA-010114)
All orders placed online are processed within 48 business hours and generally arrive in 7-10 business days thereafter. All delivery dates are subject to carrier holidays. Our carriers only deliver from Monday - Friday (excluding official holidays). Orders are shipped in as few shipments as possible. For multiple shipments, please contact customer service at 800.489.1581.
For faster delivery, we offer express shipment by Next Day or 2nd Day delivery service on most items. Express shipping does not expedite order processing. Express packages will ship anywhere in the contiguous United States. Not all items are available for express delivery (such as most grills, smokers, or other heavy/bulky items). Call 800.489.1581 toll-free for more information or if you have a question about your order.
Items purchased at masterbuilt.com may be returned within 30 days of purchase for refund to the original form of payment. Please see Return Merchandise Authorizations below for detailed instructions.
Any item(s) returned to Masterbuilt® are required to have an RMA # issued prior to return.

Call Masterbuilt® Customer Service at 1-800-489-1581 to obtain the RMA # for your return and instructions. Customers not adhering to stated RMA process will be assessed a 15% restocking fee based on the value of the item(s) returned. RMA's are at the discretion of Masterbuilt, products that have been cooked in do not qualify for RMA however, warranty parts may be made available.
Shipping and freight charges are non refundable unless the item was shipped to you in error. Return shipping and freight charges are also your responsibility unless the item was shipped to you in error.
If you would like to exchange an item, please return the original item via the Returns Process. A refund will be issued for the purchase price.
Once your return is received and inspected by the fulfillment center (usually within 72 hours of receipt), Your refund will be processed and a credit will be automatically applied to your credit card or original method of payment provided within 7 to 10 business days. Please note that depending on your credit card company, it may take additional 2-10 business days after your credit is applied for it to post to your account.
If your items arrive damaged, please keep all boxes and packing materials and immediately contact customer service at 800.489.1581 for further instructions.