Shipping Policy – Smokehouse Guru

Last Updated: November 2025

At Smokehouse Guru, we pride ourselves on delivering your Borniak electric smokers and BBQ accessories quickly, safely, and reliably. This shipping policy provides complete transparency about how we ship your orders, delivery timeframes, and costs.

Order Processing & Dispatch

Processing Time

We process all orders within 1 business day of purchase. This includes:

Order verification and payment confirmation
Packing and quality checks
Label printing and courier handover

Dispatch Schedule

Orders are dispatched on the following days:

Monday
Wednesday
Friday

If you place an order on a weekend or bank holiday, it will be processed and dispatched on the next available dispatch day.

Example: An order placed on Saturday will be processed and dispatched the following Monday.

Once your order is dispatched, you will receive an email confirmation with:

Tracking number
Courier details
Expected delivery window
Special instructions (if applicable)

Standard Delivery – UK Mainland

Delivery Timeframe

Standard delivery within UK Mainland takes 1-3 working days from dispatch.

Most orders arrive within 2 business days. Working days are Monday to Friday, excluding bank holidays.

Standard Shipping Cost

FREE SHIPPING on all orders over £80.00

Orders under £80.00 will incur standard shipping charges, calculated at checkout.

Courier Services (Standard Delivery)

For smaller orders and accessories, we use:

DHL Express
Evri (formerly Hermes)

These couriers provide tracked delivery with signature-on-delivery options.

Premium Smoker Delivery – Pallet Service

What is Included?

Borniak smoker units (70L and 150L models) are shipped via dedicated pallet delivery with the following benefits:

Pallet protection and strapping
Professional handling by specialist courier
Enhanced tracking and communication
Pre-delivery notification from courier

Pallet Courier Partners

We use the most reliable pallet couriers in the UK:

Palletways (for standard/small smokers)
UK Pallets Courier (for large smokers 150L+)

Pallet Delivery Timeframe

Pallet deliveries typically arrive 2-3 working days after order dispatch (so 4-6 days total from order placement).

Pallet Shipping Cost

FREE SHIPPING on all Borniak smokers to UK Mainland addresses.

Important: Smoker Delivery Scheduling

⚠️ Delivery times cannot be scheduled to a specific date or time
The pallet courier will contact you 24-48 hours before the planned delivery day
You should have someone available to receive the delivery, as smokers require signature
If you’re unavailable, coordinate with the courier in advance
Delivery is typically between 08:00 – 17:00 on weekdays

Packing & Protection

Every Borniak smoker is packed with professional-grade protection:

Heavy-duty cardboard box with reinforced corners
Multiple layers of bubble wrap
Wooden strapping on pallet
Corner protectors to prevent damage
Product secured to pallet to prevent shifting

Regional Variations

England, Wales & Scotland (Mainland)

✅ FREE SHIPPING on orders over £80
Delivery: 1-3 days (small items) | 3-5 days (pallet smokers)
Courier: DHL, Evri, Tuffnels, UK Pallets

Scottish Highlands & Islands

⚠️ Additional shipping cost applies
Please allow 2-5 additional working days for delivery
Exact cost calculated at checkout based on postcode

Northern Ireland

⚠️ Additional shipping cost applies
Delivery: 5-7 working days from dispatch
Cost calculated at checkout

Channel Islands (Jersey, Guernsey)

⚠️ Additional shipping cost applies
Delivery: 7-10 working days from dispatch
Requires custom documentation
Cost calculated at checkout

Ireland (Republic of Ireland)

⚠️ £150.00 Additional Shipping Charge
Delivery: 7-10 working days from dispatch
Includes customs clearance by our courier partner
Smokers subject to additional charges (contact us for quote)

Rest of Europe & International

❌ We do not currently ship outside the UK and Ireland
For international inquiries, please contact us at of****@********se.guru

Note: During checkout, our system will automatically calculate the correct shipping cost based on your delivery address. If you’re uncertain about your shipping cost, contact us before completing your order.

Order Tracking & Communication

Tracking Your Order

Order Confirmation Email – Received immediately after purchase
Dispatch Notification – Received on dispatch day with tracking number
Courier Notification – Pallet courier will contact you 24-48 hours before delivery
Delivery Confirmation – Proof of delivery provided by courier

Contacting the Courier

Once your order is dispatched, you can:

Use the tracking number to monitor your shipment
Contact the courier directly using details in your shipping email
Contact us if you have concerns about delivery

What If My Order Doesn’t Arrive?

If your order doesn’t arrive within the expected timeframe:

Check your email for any communications from the courier
Wait for the courier’s pre-delivery call (for pallet deliveries)
Contact us within 7 days of expected delivery date
We will investigate with the courier and provide a solution

Delivery Signature & Availability

Required Signature

Borniak smokers and orders over £150 require an adult signature on delivery. The courier will attempt to deliver during standard working hours (08:00 – 17:00).

If You’re Not Available

The courier will leave a card requesting rescheduling
You can contact the courier to arrange alternative delivery
We cannot leave expensive items unattended without authorization

Authorization for Delivery

You can arrange with the courier (contact details in your email) to:

Leave the item in a safe place (at your own risk)
Have it held at a depot for collection
Arrange an alternative delivery time

Packaging & Condition Guarantee

Our Packing Standards

All orders are packed carefully to ensure safe arrival:

Small Orders: Bubble-wrapped and placed in sturdy cardboard boxes
Large Orders: Same as above, plus void filling and protective layers
Smoker Units: Professional pallet packaging with strapping, corner guards, and heavy-duty protection

Damage in Transit

While we take every precaution, occasionally items are damaged in transit:

Inspect your order immediately upon receipt
Note any damage and take photographs, signed the courier’s documenation that the packaging was damaged.
Do not dispose of packaging
Contact us within 12 hours with photos and damage details
We will arrange replacement or refund (see Return Policy)

Refused or Undeliverable Orders

If an order is refused or cannot be delivered:

The courier will attempt redelivery once
If still undeliverable, the item will be returned to us
Restocking fees apply as per our Return Policy
Return shipping cost may be deducted

Special Shipping Situations

Large Smoker Units (150L Models)

Pallet delivery with enhanced tracking
Additional space required for delivery vehicle access (driveway)
Cannot be delivered to upper floor apartments or properties without access
Contact us if you have access concerns: of****@********se.guru

Multiple Orders

If you place multiple orders:

Each order is dispatched and tracked separately
Consolidation is not available
All standard shipping costs and timeframes apply

Bank Holidays

Orders placed on bank holidays are processed the next working day
Delivery timeframes extend accordingly
We dispatch on the next available Monday, Wednesday, or Friday

Weather & Logistics Delays

During adverse weather or exceptional circumstances:

Delivery times may be extended by 1-2 business days
We will notify you via email if delays occur
Courier will maintain contact with you

Return Shipping

Return Shipping Address

For details on returning items and return shipping costs, please see our Return & Refund Policy.

Return shipping is typically the customer’s responsibility, unless the item is faulty or we sent the wrong product.

Frequently Asked Questions

When will my order ship?

Orders are dispatched every Monday, Wednesday, and Friday. Most orders ship within 1 business day of purchase.

How do I track my order?

You’ll receive a tracking number via email on dispatch day. Use this to monitor your shipment with the courier.

Can I choose my delivery date?

No, we cannot schedule specific delivery dates or times. Smoker deliveries will contact you 24-48 hours in advance to confirm delivery.

What if I’m not home for delivery?

The courier will attempt redelivery or contact you to arrange an alternative time. Contact the courier directly using your tracking details.

Are Highlands/Islands/Channel Islands included in “UK Mainland” delivery?

No. These regions are charged separately due to additional courier fees and handling. Cost is calculated at checkout.

Why is Ireland shipping £150?

This covers specialist international courier handling, customs clearance, and documentation required for cross-border delivery.

Can I get a refund if the item never arrives?

If an item genuinely fails to arrive, we will investigate with the courier. If unresolved, we will issue a replacement or refund. See our Return & Refund Policy for full details.

What if my item arrives damaged?

Report damage within 48 hours with photos. Keep all packaging. We will arrange replacement or refund based on the extent of damage.

How much do smokers weigh, and what’s the largest item you ship?

Borniak 150L smokers weigh approximately 80-100 kg and are our largest items. They require professional pallet delivery. For specifications, contact us.

Do you ship internationally outside the UK and Ireland?

Currently, we only ship within the UK and Ireland. For international inquiries, contact us at of****@********se.guru for a custom quote.

Contact Us

Shipping Support

If you have questions about your order or shipping:

Email: of****@********se.guru
Phone: +44 7757 228343
Hours: Monday – Sunday, 24-hour online support

Address:
Smokehouse Guru
2 Wool Road
Poole, Dorset BH12 4NG
United Kingdom

We Speak English & Polish

Our customer service team can assist you in both English and Polish for faster communication.

Policy Updates

We update this shipping policy periodically to reflect changes in courier partners, delivery timeframes, or regional availability. We will notify customers of significant changes via email.

Current Policy Effective: November 2025

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