FAQ
The Napoleon Warranty Portal is focused on providing our consumers with easy access to ordering warranty parts around the clock. The FAQ section may answer questions that come up as you navigate the Napoleon Warranty Portal.
Ordering & Checkout
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How do I place an order?
Please see the linked video below or the Warranty Portal User Guide.
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What payment methods do you accept?
- Standard Canadian and American credit cards including Visa, Mastercard, American Express, Discover, etc.
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How do I cancel an order after placing it?
- Our dedicated Warranty Portal support agents are available to assist you with your request via our live chat service, available from 9:00 AM to 5:00 PM EST. Click on the chat button to get started.
Shipping
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Why do I need to pay shipping?
- As per the conditions and limitations in the warranty at time of purchase in no event will Napoleon be responsible for installation, labor or any other costs or expenses related to the re-installation of a warranted part, for any incidental, consequential or indirect damages, or for any handling and transportation charges or export duties.
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Do I get tracking?
- As soon as tracking numbers are available from the Napoleon shipping team an email will be sent to you with the tracking number.
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Do I pay duty/tariffs?
- For Napoleon’s USA customers eligible for 100% warranty there will be no tariffs on your fully covered warranty parts. For partial warranty coverage or no warranty coverage tariffs may apply
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What is the shipping lead time?
- Average shipping times may take up to 15 business days from the day tracking information is provided.
Returns, Exchanges & Refunds
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How do I return items I do not need or want?
- We don’t currently accept returns.
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How do I get a refund?
- Pending the nature of the refund, our Warranty Portal support team can process a refund as required.
- Our dedicated Warranty Portal support agents are available to assist you with your request via our live chat service, available from 9:00 AM to 5:00 PM EST.
Promotions, Discounts & Gift Cards
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How do I get a discount code?
- In the event you have been provided a discount code from your Napoleon dealer or a Warranty Portal Support agent you will need to enter it upon checkout in the discount field
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Can I combine discount codes?
- Some discount codes can be combined with other discount codes depending on the nature of the discount.
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Do you offer gift cards?
- Napoleon does not offer gift cards for the Warranty Portal.
What is my Warranty?
- As the initial purchaser the warranty is activated upon purchase.
- Warranty between models varies and is based on serial number, manufacture date and purchase date.
- Warranty information for your grill can be found in your owner’s manual.
- Replacement parts do not restart the warranty period.
- The warranty is provided in addition to any rights afforded to you by local laws.
These and other statutory rights remain unaffected by this warranty provision. Accordingly, this warranty imposes no obligation upon Napoleon to keep parts in stock.
Serial Number
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Where is my serial number?
- Rating plate on the back, bottom, or drip pan of the grill
- Front of the owner’s manual
- On original packaging
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How should I enter my serial formatting?
- Serial number formatting may vary from grill type to grill type. If you need additional assistance our dedicated Warranty Portal support agents are available to assist you with your request via our live chat service, available from 9:00 AM to 5:00 PM EST.
- Cart model example: 500-123456
- Located on the back of the grill
- Located on the back of the grill
- Built-in example: 32-0210000
- Located on the back of the grill or on the lip of the drip pan
- Located on the back of the grill or on the lip of the drip pan
- TQ example: 0000000
- Located on the bottom of grill or on scissor cart
- Located on the bottom of grill or on scissor cart
- PV example: 500V-0010000
- Located on the back of the grill
- Located on the back of the grill
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My serial number or grill model is not on the Warranty Portal
- If a model is not on the list or there is no diagram your warranty will need to be submitted through Customer Solutions
- Using the chat bubble icon at the bottom right of the page. Our dedicated Warranty Portal support agents are available to assist you with your request via our live chat service, available from 9:00 AM to 5:00 PM EST.
- If a model is not on the list or there is no diagram your warranty will need to be submitted through Customer Solutions
General Inquiries
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I don't have all the required information, what do I do?
- Using the chat bubble icon at the bottom right of the page. Our dedicated Warranty Portal support agents are available to assist you with your request via our live chat service, available from 9:00 AM to 5:00 PM EST.
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I ordered the wrong part. What do I do?
- Using the chat bubble icon at the bottom right of the page. Our dedicated Warranty Portal support agents are available to assist you with your request via our live chat service, available from 9:00 AM to 5:00 PM EST.
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I need more of a part. Do I have to pay shipping again?
- If you accidentally ordered a single quantity instead of the multiple required, reach out to our Warranty Portal support agents via chat and they can assist
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What happens with backordered parts?
- In the event of a backordered part Napoleon may reach out to you directly by phone or email to advise the status of the backorder. We try our best to avoid backorders but will keep you informed should it occur.
Privacy Policy
- The detailed privacy policy for the Napoleon Warranty portal can be found at the following link https://warranty.napoleon.com/policies/privacy-policy
- he Napoleon Warranty Portal is powered by Shopify, which enables us to provide the Services to you.
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Privacy Policy Summary
- Napoleon collects personal and device information to operate its services, process orders, and improve site functionality.
- Data may be shared with Shopify, service providers, affiliates, and legal authorities when necessary.
- Users can request access, correction, deletion, or limits on how their data is used, depending on regional privacy laws.
- Our dedicated Warranty Portal support agents are available to assist you with your request via our live chat service, available from 9:00 AM to 5:00 PM EST.
- Shopify Privacy Policy
Mobile and Internet Device Disclaimer
- Details such as saved addresses, passwords, or credit card numbers are stored locally on your phone, tablet, or computer. They may appear automatically during checkout for your convenience, but we cannot see, store, or retrieve that information.