800.423.0698
www.cookshack.com
Cookshack Model 250/260 SmartSmoker Oven
15
Ver. 07.1
APPENDIX B
Warranty Procedures
If you have merchandise that you believe is defective, or want to return based on Cookshack’s 30 Day Money Back
Guarantee, please call Cookshack, Inc., at (580) 765-3669 and ask to speak to a Customer Service Representative
(CSR). Have your smoker oven model and serial number available, if applicable. The CSR will take the information
you provide and make a determination regarding the solution to the problem. It is Cookshack, Inc.’s, option whether
to replace or repair defective merchandise. If you are told that your merchandise will be repaired or replaced under
warranty, the following actions will be initiated:
1. The CSR will issue a Return Merchandise Authorization (RMA). This authorization is assigned a number which
is used to track the merchandise being returned. Please do not return any merchandise to Cookshack, Inc. without
first obtaining this authorization and RMA number. To do so will delay the appropriate resolution of the issue(s)
in question. In some cases the CSR may mail you a form with an RMA number included. This form will ask you
to detail why it is felt that the merchandise needs to be repaired, replaced or returned. This merchandise much be
received by Cookshack, Inc. within 30 days of the issue date of the RMA.
2. Package the merchandise in its original packaging, if possible. If this is not feasible, use equivalent packaging to
ensure the safe return of the items. You assume the risk of any loss or damage that occurs during transit due to
improper packaging of the merchandise being returned.
3. Using a permanent magic marker clearly write the RMA number on the outside of the packaging. This enables
personnel in Receiving to identify the merchandise and initiate the repair or replacement procedures authorized
by the CSR.
4. Ship the merchandise to Cookshack, Inc., 2304 N. Ash St., Ponca City, OK 74601, shipping prepaid, F.O.B. des-
tination. At the discretion of the CSR, Cookshack, Inc. may issue a UPS Call Tag. In this case the return freight
will be paid by Cookshack. .
5. In some cases, at Cookshack Inc.’s option, replacement merchandise may be shipped to you prior to our receipt of
the defective merchandise. In this instance you will be invoiced for the replacement merchandise upon shipment.
Credit for this charge will be issued to you upon our receipt of the defective product.
6. Credit may be denied if the returned merchandise is not found to be defective by Cookshack, Inc.; if it is not un-
der warranty; if it is not received at Cookshack, Inc. 30 days after the RMA is issued; if it is damaged due to
abuse, misuse, misapplication, or accident; if it has been serviced or modified by any other than an authorized
Cookshack, Inc. service agent; is not returned with an RMA number; is not in clean condition; is not complete; is
damaged or lost in transit. Inspection performed upon receipt of the product can override the initial decision re-
garding repair or replacement made by the CSR.
7. Replacement merchandise is sent to you via UPS Ground or common carrier. If you request replacement mer-
chandise be sent by faster service than UPS Ground or common carrier you shall incur the cost of shipping in ex-
cess of normal ground service.
If this return is based on Cookshack’s 30 Day Money Back Guarantee, call Cookshack, Inc. and follow steps 1
through 3 above. The customer must ship the unit back prepaid.
