FAQ

Frequently Asked Questions

Payments

What choice do I have when it comes to payment?
BBQ Hub offers multiple payment options for your convenience:

  • Online payment via Debit/Credit Cards or Apple Pay
  • Pay on delivery (Cash or Debit/Credit Card)
  • Pay using your BBQ Hub Loyalty Points

BBQ Hub Loyalty Points can be used for online payments when Click and Collect or Delivery is chosen.

Are there any hidden charges?
No! Prices listed for all products are transparent at checkout. Any delivery or service charges will be clearly shown before you complete your payment.

How do I pay using a credit card?
To pay by credit card:

  • You must be 18+ and the authorized user of the card.
  • Ensure sufficient credit and know your personal details.

We use tokenization, so we do not see your card number. First-time payments require entering your card number, expiry date, CVV, and billing address. Returning customers who saved a card will see only the last four digits and must enter CVV to complete the payment.

How safe is it to use my credit card?
All transactions are encrypted and secure. 3D Secure provides an extra layer of protection. BBQ Hub does not store your credit card details, only a token for faster checkout if authorized.

Does BBQ Hub offer flexible payment options like monthly installments?
No. BBQ Hub currently does not support EMI options. Contact customer support for more details.

Do you store my credit card information?
No. Card details are never stored or accessible to us. A token may be stored for convenience if you choose, but you must manually enter CVV for purchases.

Delivery Information

How much does BBQ Hub charge for delivery?
Delivery charges vary by location, weight, and service. We provide:

  • Free shipping within the UAE for orders above AED 100
  • Free shipping outside the UAE for orders above AED 1000

Tell me more about delivery time
Delivery times depend on product availability, location, and public holidays. Standard delivery in the UAE is 2–3 working days. You can track your order via My Account.

How are products packaged?
We retain the manufacturer’s packaging and add extra protective packaging if needed to ensure your order arrives safely.

What if something happens to an in-transit product?
Contact us immediately at info@bbqhub.com or call +971 52 752 8833 (Mon–Sat, 9 am–6 pm).

Cancellation & Returns

I am not happy with my purchase. What do I do?
Email info@bbqhub.com or call +971 52 752 8833 (Mon–Sat, 9 am–6 pm). Our team will guide you through cancellation or returns. Prepaid orders canceled before dispatch will receive store credit or voucher. Return products in original condition within 15 days.

What documents do I need for returns or refund?
Original receipt, invoice, gift receipt, or delivery note.

What is your return and exchange period?
15 days from delivery or collection.

How does the return method work?
Refunds are issued to the original payment method. Gift voucher payments are refunded via a voucher of equivalent value. Collection can be arranged via our customer support.

How does the refund method work?
All refunds for online or in-store purchases are returned to the original payment method.

What should I do if my order arrives damaged, defective, or the wrong product?
Refuse delivery if damage is visible or contact info@bbqhub.com or +971 52 752 8833 immediately.

Account Information

I made a purchase. When can I see order status online?
You’ll receive an order confirmation email immediately and an invoice within 24 hours. Check My Account for status updates.

How will I know if my order has been accepted?
You’ll receive an email confirming your order. Final acceptance is subject to dispatch/collection confirmation.

What can I do with my online BBQ Hub account?

  • Update profile and email address
  • Maintain delivery/billing addresses
  • Track orders and view history
  • Access coupons and loyalty points
  • Quickly get answers to questions

I have not received my order confirmation. What do I do?
Check your email address and spam folder. Contact +971 52 752 8833 or info@bbqhub.com if needed.

How much time does delivery take?
Delivery depends on product availability, location, public holidays, and order time.

Does BBQ Hub ship internationally?
Currently, shipping is available within the UAE and GCC countries.

How does the delivery process work?
All deliveries are handled by trusted logistics partners. Tracking numbers are provided when available.

Security & Privacy

What information do we collect?
We collect personal details such as name, email, billing & delivery addresses, phone number, product selections, and payment information.

How do we use your personal information?

  • Process orders
  • Improve website and services
  • Display relevant advertisements
  • Contact you about reviews or special offers

How secure is the website?

  • 256-bit SSL encryption
  • Payment gateway via Noon Payments
  • 3D Secure enabled for card payments
  • AWS-powered infrastructure with firewalls and daily backups
  • No employee or partner has access to card details

Order Status

How do I check my order status?
Use your order email to Track Your Order or log in to My Account. Notifications are sent via email when shipped.

What do the different order statuses mean?

  • Accepted: Order received
  • Processing: Order being processed
  • In Progress: Preparing for dispatch
  • Completed: Order delivered/collected
  • Declined: Order could not be processed
  • Cancelled: Order canceled due to unavailability or collection issues
  • Returned: Products returned and refund issued