Frequently Asked Questions

Like many specialty products, the Big Green Egg is currently available exclusively through biggreenegg.com and a network of Authorized Dealers (Retailers) who are knowledgeable about the Egg and its many features and pride themselves on customer support.

Big Green Egg does not recognize or offer a warranty on any Egg purchased from an unauthorized discount club or online reseller, so be wary of anyone claiming to be an online Big Green Egg dealer. 

Please see How the Egg Works to discover some of the amazing features of the Big Green Egg.

The Big Green Egg headquarters is located in Atlanta, GA. Please visit our Contact page for more information.

Interested in being in the know regarding what is next for Big Green Egg? Subscribe to our emails to be the first to know.

All orders with Egg Packages or Larger items (i.e. Tables, Modulars) will be delivered by one of our Local Dealers. Other orders will be shipped directly via UPS.

Once your Order is being prepared for delivery, you'll receive an email with either a UPS tracking number or the local dealer who will be delivering your items. Please allow 1-2 business days to receive this update.

If you do not receive a shipping update within a couple of days, please check the spam folder of your email to ensure the details are not there. If they are not, please reach out to us at Support@biggreenegg.com

Returns of Egg Packages and other accesories will be accepted for 45 (forty-five) days after purchase, provided they are unused and you can provide photographic proof. Note, Packages have a restocking fee of $150, taken out of your refund.

Simply email your Return request with name and order # to Support@biggreenegg.com. We'll either email you a return label or coordinate a return with your local dealer, depending on the item.

Please allow over a week for refunds to process. After we issue your refund, it can still take your financial institution up to a week to post the Refund to your account.

We know how excited you are to start cooking! Before you get grilling, we recommend you visit our Getting Started page and follow along our Guides to help assist your first few cooks.

Please don’t! Briquettes contain a variety of materials, including nitrates, chemicals, anthracite coal, limestone, treated wood, starch, sawdust or petroleum by-products. Does anyone really want to cook with those additives?

We recommend using Big Green Egg 100% Natural Lump Charcoal for a clean, controllable fuel source. Natural lump charcoal burns efficiently and produces very little ash, so cleanup is easy. Our Natural Charcoal Starters or Electric Starters are designed to start your EGG quickly and cleanly.

In simple terms, the volume of air flowing into and out of the Egg controls the temperature. By adjusting the lower draft door and the top vent cap, you are able to precisely regulate the flow of air – an increase in either or both openings will increase air flow and raise the temperature.

See How to Control the Temperature for more information. Some common reasons that a Big Green Egg will not get up to temperature are:

• Not using enough charcoal. We recommend filling the Egg with natural lump charcoal to the top of the fire box. Our guide will show you the proper amount of charcoal to use as well as the recommended lighting procedures.
• Using damp charcoal. Charcoal will retain moisture if it has been exposed to water, such as rain or humidity, even if the charcoal appears dry. Always store your Big Green Egg Natural Lump Charcoal away from the elements or in a sealed bin.
• Air flow is reduced by the round air holes in the fire box becoming clogged with ash, or excessive ash accumulation in the base of the Egg. Simply clean out ash using the Ash Tool and clear the holes in fire box to maximize air flow inside the Egg; check the openings occasionally and clean as needed.

Simply go to the online warranty registration. If you do not have access to the online form, your Authorized Dealer can register the warranty for you. Always keep the original receipt or proof of purchase as only Eggs sold by an Authorized Dealer are eligible for warranty support.

The Big Green Egg serial number is located on the inside of the dome back towards the hinge. The number is usually 11 characters and is stamped into the ceramic. Please visit our warranty registration page to register your Big Green Egg.

Please visit our warranty information page. Feel free to reach out with any further questions.

If your local dealer does not have the parts that you need in stock, they can easily order it for you or you can always shop replacement parts online.

Ash build-up should be removed regularly to maintain proper air flow in the fire box. The Big Green Egg features a distinctive green exterior with a lifetime glaze that maintains its good looks and wipes clean easily without chemical cleaners. Inside, residual heat burns off any grease build-up – just like a self-cleaning oven. Other than removing ash, wiping the outside, and brushing the cooking grid, regular cleaning is not necessary. As part of annual maintenance, removal and brushing off the internal parts is recommended for optimal function of the Egg. DO NOT USE ANY CHEMICAL CLEANERS IN THE EGG.

We have a full line of cleaning products to help keep your Egg looking brand new. For more information on cleaning and maintenance, please read this blog.

All components of the Big Green Egg are available and can be purchased from your Authorized Big Green Egg Dealer or found online.

Yes. Just because the Small and Mini Eggs are being retired doesn’t mean we’re leaving anyone behind. We’ll continue to stock the parts you need and honor the limited lifetime warranty, just like always.

No changes here—the same warranty process still applies. As long as your Egg is registered and you're following the steps, we’ve got you covered.

We recommend the MiniMax. It’s the best of both worlds. You get the height of the Mini, the cooking space of the Small, and the kind of portability that makes it perfect for camping, tailgating, or using as a second EGG at home.

A little care goes a long way. Clean it regularly, store it properly, and it’ll keep doing what it does best. You can check out our maintenance guide for simple tips.

Absolutely. Our Customer Support team is here to help with any questions you’ve got - just reach out and we’ll point you in the right direction.