Frequently Asked Questions





FAQs - Shopping


Where do I enter in my promotion code on your website?

After you have added all of the items you wish to purchase to your shopping cart, you may enter in the promotion code on the Shopping Cart page. The promotion code box is located below the list of items in your shopping cart, right above the Subtotal line. All promotion codes are case sensitive, so be sure to match the case to get it to work.

Only one promotional code can be used per order. Promotions cannot be combined with any other offers.

Can I order if I'm outside the United States?

We are sorry, but products purchased on can only be billed or shipped to destinations within the United States.

What methods of payment do you accept?

Payment for online orders must be made with a credit card. We accept the following:

  • Visa
  • MasterCard
  • American Express
  • Discover Card

We will charge your card and email an order confirmation number to you.

Can I cancel or change an order?

Once you submit your order, it cannot be changed or cancelled. We guarantee your complete satisfaction with every purchase of our products. If you are not 100% pleased with your purchase, please return items within 30 days for a replacement or refund.

Click to see our Return and Replacement Policy

I'm buying a gift for someone. What if they don't like it?

We unconditionally guarantee all of our products at Kingsford. If for some reason you're not satisfied, we will gladly help you find something to better suit your needs.

Click to see our Return and Replacement Policy

I'm not comfortable ordering online. Can I call in my order?

Kingsford can only accept orders online. Shopping on our site is safe and secure. We use SSL encryption to keep your information safe, and we never distribute your personal information to third-party vendors.

Why don't I see an "Add to Cart" button?

When there is no 'Add to Cart' button, there are two possible reasons. First, you must be located in the United States. If you are located in the U.S. and do not see a US flag in the Need Help section of the footer, you need to change your location. To do that, simply click on "Change Country" in the footer and select the US flag. The site will then refresh and you will be on the U.S. website. Second, it may indicate that JavaScript is not enabled on your browser. Our shopping cart application requires JavaScript, so to shop at the Kingsford online store, you need to enable this function on your browser.

Why am I getting stuck on the first 'Billing Information' screen?

Some AOL users may experience a display error that does not allow them to see all required fields. If you do not see the field to enter your last name, click in the first address field and use the Shift + Tab keys to move your cursor to the preceding field. Enter your last name, and tab to get back to the address field. Enter the rest of your information as normal. You should then be able to proceed through checkout.

Why do I get a "page not found" error when I add something to my shopping cart?

The shopping cart pages are encrypted for your privacy and security. If you do not have SSL 3.0 enabled on your browser, you will get a "page not found" error. To correct your security settings in your browser, go to Tools > Internet Options. Select the tab labeled 'Advanced.' From there, you should scroll to nearly the end of the options available. Make certain the check box next to 'Use SSL 3.0' is checked. This should correct the error.

I forgot my password. How do I retrieve it?

Click here to enter the email address you use for your Kingsford Backyard account and we'll email you a new password and a link to use to log in. If you have forgotten your password and no longer use the email address you used to create your account, you will need to create a new account.

How do I update personal information for my account?

Simply log in to your account using My Account and click on the Update Profile link. You will be able to change your mailing and contact information, as well as update subscription preferences.

Can I store frequently used shipping addresses for quicker checkout?

Yes. You may set up your address book by logging into your account and clicking the Add New Address button. You can edit stored addresses here, too. Or, add a new address while placing an order by clicking the Save to Address Book button when you enter the shipping information.

I'm having other issues and need to speak with someone. Who can I call?

The Kingsford e-Store is operated by WorkFlowOne. WorkflowOne’s Customer Service can be reached at 866-406-4404 Monday through Friday between the hours of 8 am EST and 8 pm EST. Or via email



FAQs - Shipping


What are your shipping rates?

All orders under $50.00 will be charged a flat shipping rate of $5.50. All orders over $50.00 ship for free.

When and how does my order ship?

All orders from the Kingsford E-Store are fulfilled by WorkFlowOne.

WorkFlowOne ships exclusively via UPS ground shipping with order tracking. Final shipping charges will be shown on the Final Review of the order before completing check out. Orders will be shipped within 2 business days of placement. Depending on delivery location, please allow an average of 5 - 7 business days for UPS Ground delivery. Please note that UPS does not deliver to PO boxes.



FAQs – Returns & Exchanges


What is your return policy?

Because we offer only high quality goods, we are confident that you will be very satisfied with the items you purchase. However, we do understand that sometimes you may want or need to return something that you have bought. Our aim is to make returns simple and hassle-free. Our return policy is outlined below:

Returns and Exchanges

If you wish to make an exchange, you must do so within 30 days for a credit via original payment method or product exchange. The items must be in new condition, free of damage, and in original packing materials.

Please note that for all returns and exchanges for products that are not due to defective goods or to a shipping error, the customer will be responsible for freight costs back to the manufacturer. No additional freight costs will be charged for items sent to you as part of an exchange.

In the case of product damaged during shipping, defective or damaged product from the manufacturer, or an incorrect item shipped, WorkflowOne will issue call tags to have the product picked up from the customer at no charge. Please call WorkflowOne’s Customer Service at 866-406-4404 between the hours of 8 am EST and 8 pm EST to obtain an "RMA" Number (Return Materials Authorization Number) and we will arrange your return.

Damaged Items

INSPECT ALL PACKAGES IMMEDIATELY UPON RECEIPT. All damages, shortages or errors must be reported within five (5) business days of receipt. Please have the invoice ready when you call.

Please call WorkflowOne’s Customer Service within 5 days of receipt of your package at 866-406-4404 between the hours of 8 am EST and 8 pm EST. Provide a description of the damage and we will process a replacement item right away given the damage was not a result of shipping damage. If there is in-transit damage, we ask that you notify us immediately and we can begin the claim process with the freight carrier.

Refused Shipments

Shipping and handling charges on refused shipments are the responsibility of the customer.