Contact Information:

Email: customerservice@pacificflywaysupplies.com

Phone: (707) 474-8448

 

Retail Store Address:

5139 Quinn Road 

Suit H

Vacaville, CA 95696

 

Retail Store Hours (PST):

Monday through Friday: 10am-7pm

Saturday: 9am-5pm

Sunday: CLOSED

 

Customer Service Hours (PST):

Monday through Friday: 10am-4pm

 

Please review all policies before placing an order.

Once you have placed an order, you agree to all of our store policies.

 

Return/Refund Policy

• We promise to do our best to deliver amazing products. We will also remain firm on our return and refund policy with all of our customers.
• Inspect all products immediately after delivery. DO NOT discard any packaging, packing slips, labels, products, etc. We may need the original items for reference.
• All sales are final - returns are not accepted.
• If you believe you have received damaged or defective merchandise, you MUST contact us within 5 days of receipt. No exceptions. If we do not receive notification within 5 days, the return will be rejected and no store credit/gift card/refund will be issued.
• Process to report damage/defective items:
• Take photos of the damaged/defective area and email the images to customerservice@pacificflywaysupplies.com including a photo of the packaging, and sales slip
• Include “Damage” or “Defective” in the subject line
• Include the first and last name on your Pacific Flyway Supplies account, order # and name of the item
• Cancelled special/custom orders are subject to 25-50% restocking fees

 

Shipping Policy

• All US orders will be shipped via USPS or UPS
• Shipments generally takes up to 2-7 business days AFTER the up to 1-3 business day warehouse processing time. Tracking information is provided to the customer via email or text to the customer. We do not process or ship orders on weekends or holidays. Please note, the [pandemic continues to delay shipping times], and all stated times are strictly estimates, we are not responsible for delays once the package has left our warehouse.
• Route Shipping Insurance
• We offer Route Shipping Insurance at checkout. If you opt out of the package insurance we will not replace a damaged or missing package. If you choose to order without Route Shipping Insurance, you agree you are ordering at your own risk.
• Lost or Stolen Packages
• Shipments lost or misdirected in transit to the destination will be reshipped to the customer once it has been determined the original shipment cannot be delivered within a reasonable time frame. 

We are not responsible for lost or stolen shipments when incorrect addresses are provided by the customer.

• Any packages returned to us as undeliverable will be re-shipped at customer expense or if we are unable to get in contact with the customer, the order will be refunded 75% of the order. Shipping and shipping insurance (Route) is not eligible to be refunded.
• We are not responsible for refunding or replacing shipments for packages shown as delivered. 
• We will supply order and tracking information for customers to provide to the shipping carrier to file a claim. We will work with customers to replace packages after sending us a copy of their filed police report.
• Some items require additional shipping due to size, weight or quantity ordered. These charges may be passed on to the customer at checkout.

 

In Store Pick Up

• Only the person on the receipt is able to pick up the order.
• You will receive an automated email when your order is ready for pick up.
• Store pick up, takes place at our retail location in Vacaville, CA

 

PO, APO & FPO Addresses

• Some items, cannot be sent to PO, APO and FPO addresses

 

Refusal of Package Upon Delivery

• If upon delivery the order/package is refused, the customer will be responsible for all fees associated with the package, including but not limited to additional shipping charges.

 

Shipping to Delivered to Alaska and Hawaii

Shipping fees for Alaska and Hawaii will be calculated when your order is processed through our shipping department. If you would like to order and shipping to these location you can email our shipping department with your shipping address for a quote before checkout 

customerservice@pacificflywaysupplies.com 

 

Heavy Weight Items (Generally 75lbs+ and multiple bags of pellets/charcoal)

• BBQ’s (Green Mountain Grills, Big Green Egg, Masterbuilt, Kamado Joe Napoleon, Alfa, etc.) orders can take up to 10+ business days to process. These items must ship via LTL freight & include a lift gate upon delivery. Please email customerservice@pacificflywaysupplies.com if you have any questions.
• Bags of Pellets and Charcoal orders can take up to 5 business days to process. These items are heavy and may include additional shipping charges. Please email customerservice@pacificflywaysupplies.com if you have any questions.

• (6/1/2022) LTL Items occur a heavy weight shipping charge that will be added to the sale after the online portion of the sale has been completed. Unfortunately due to rising fuel costs we can no longer cover these additional costs. 

 

International Orders

• International shipping may be available, however, international shipping charges will apply.
• International orders may take up to 7-14 business days to process
• Please email us at customerservice@pacificflywaysupplies.com if you have any questions

FAQ - Frequently Asked Questions

• What does “Unfulfilled” mean?
• If you see your order marked as unfulfilled, this means the order has been received and is waiting to be packaged and shipped.
• Why did I receive a refund?
• Unfortunately, one or more items on your order was not available at the time of purchase. As a result, your card was refunded for the item’s purchase price. We are incredibly sorry for any inconvenience this may cause.
• When will my order ship?
• We know you are so excited to receive your items, and we want to get them to you as quickly as possible. Most orders will be processed within 3 business days.

We are not responsible for incorrect images/photos or spelling inaccuracy listed on the site due to 3rd party vendor site intergration. We do appolize for any issue that may arise please let us know if you find and error to customerservice@pacificflywaysupplies.com so that information can be updated