How can I contact you quickly?

Thank you for your support of ASMOKE. We are extremely sorry for the trouble caused. Please give us some time and ASMOKE will handle this issue for you properly.If you have after - sales needs for ASMOKE products, here are several channels for you:Email: Send an email to support@asmokegrill.com.Customer Service Hotline: Dial +1 833 - 998 - 5958 during business hours (Monday - Friday, 9 AM - 5 PM Eastern Time).Service Ticket: Fill out the service ticket at the link https://asmoke.besender.com/.We're committed to providing you with sincere and efficient after - sales service.Please restart the grill and see if the temp display is back to normal. If the issue still persists, please share us the details with pictures or videos via support@asmokegrill.com. Our service team is always there to assist.

What are your shipping details?

We offer free shipping to all available regions for our customers 👏Receive your order in 2-7 business days！Learn more about our shipping policy and details:https://asmokegrill.com/pages/shipping-policy

How to track my order?

Please track your order at our Tracking page https://17track.net/en

What’s the best pellet grill for a beginner?

The ASMOKE ESSENTIAL Smart Pellet Grill is perfect for beginners! It features easy Wi-Fi control with a 5" LCD, precise temperature stability for up to 8 hours, and a compact yet versatile design. With moisture-locking ASCA™ tech and 8 cooking styles, it delivers juicy, flavorful results every time—great for hassle-free grilling!You can purchase it through the following link: https://asmokegrill.com/products/asmoke-essential

What's ASCA System™ ?

The ASCA System™ is a revolutionary technology developed by ASMOKE and this patented technology will change how you grill forever! The ASCA System™ provides a liquid seasoning system, auto-ashes cleaning, and superheated steam grill functions! You can learn more about this exciting technology on our website: https://asmokegrill.com

How to Install the Asmoke Essential?

Thank you for your support ASMOKEAsmoke Essential Installation Video: https://www.youtube.com/watch?v=6pmAMo0Mhu0&t=8sAsmoke Essential Initial Ignition:https://www.youtube.com/watch?v=lmwUcyt7N90quick guide is herehttps://drive.google.com/file/d/1nonE-gpK-x0akdwGAvMNvPRBwPcU9lmk/viewwe offer comprehensive user guides for your reference. https://drive.google.com/file/d/1akMo7SICYqDlLTqzj7Sv8zyi_SmeA2XZ/view

Why can't the battery be charged or fully charged?

Please follow the steps below to operate and check:1.Please check the charger, it must support PD3.0 or PD3.1 protocol;2.Please check the charging cable, it is recommended to use the type-C to type-C charging cable we configured;3.Please check if the battery temperature is within 0-45℃ (32–113°F) ;4.Please short press the battery button to wake up the battery and check whether the battery indicator shows the power level. If the battery indicator can display normally, long press the battery button for 15 seconds to restore the factory settings；5.If the battery indicator is abnormal when charging, follow the fault indicator to confirm:LED 1 fast flash 3 times ----- protocol does not match ----- It is recommended to use a charger with PD3.0 or PD3.1 protocol to chargeLED 1, 2 fast flash 3 times (0.2 seconds interval) ----- charging high temperature protection ----- Wait until the battery temperature drops below 40°C before charging with a charger that supports the PD3.0 or PD3.1 protocol.LED 1, 2, 3 fast flash 3 times (0.2 seconds interval) ----- charging low temperature protection ----- When the battery temperature rises below 5°C, use a charger that supports the PD3.0 or PD3.1 protocol to charge.LED 1, 2, 3, 4 slow flash 3 times (2 seconds interval)-----type-C short circuit protection-----Press and hold the battery button for 15 seconds to restore to factory settings.

Why won't the ignition rod fire when in use?

Please follow the steps below to operate and check:1.Please check whether there is too much dust or other foreign matter covering the ignition rod in the combustion chamber, if so, please clean it up; 2.Please refer to the instruction guide to operate, if you still can't ignite, please refer to the instruction guide to check the ignition rod, make sure it is installed in place (protruding 2 cm), restart the machine and try to ignite again; 3.If there is still any abnormality, please remove the screen control assembly with a little more force, plug and unplug the ignition rod connecting cable to see if it is back to normal (old version of the machine also need to plug and unplug the ignition rod adapter cable).

Why is the device connected to WiFi but has no network?

Please follow the steps below to operate and check:1.Please restart the machine to see if it is restored; 2.If there is still anomaly, please disassemble the screen control assembly, plug and unplug the antenna connecting cable, and restart the machine.

Why can't the machine connect to the network?

Please follow the steps below to operate and check:1.Please check the frequency band of the router and set it to support 2.4GHz;2.If you use an iOS phone, please set it to maximum compatibility; Android phones need to turn on 2.4GHz mode in the hotspot settings.3.Please restart the machine after setting is completed. If the machine still can't be connected to the network, please turn off the machine and disconnect the power supply, disassemble the screen control assembly, plug and unplug the antenna connecting cable, and try to connect to the network after restarting the machine.

Why can't the APP bind to the device, or the device has been bound but the device status cannot be obtained?

Please follow the steps below to operate and check:1.Check whether the device and APP are connected to the Internet and ensure that the network is normal;2.Upgrade APP and device to the latest version;3.Restart the device and app and try again, or uninstall the app and reinstall it.

Why can't the APP search for the device?

Please follow the steps below to operate and check:1.Please upgrade both the APP and the device to the latest version;2.Please enter the Bluetooth interface in the phone settings and check whether the device can be searched;3.If the Bluetooth interface can be searched, it is recommended to plug in and out the antenna and restart the machine;4.If one phone can connect and the other phone cannot search for the device, please check whether the login accounts of the two phones are the same, it is recommended to uninstall the APP on the abnormal phone and reinstall it;If multiple phones cannot search for the device, please check whether you can connect to the Internet through the host side.

Why can't the device be turned on?

If your machine has no response when the battery is inserted and cannot be turned on normally, please follow the steps below to operate and check:1.Please press the battery button for 1 second to wake up the battery and check whether the battery indicator can display the power normally; if the battery can display the power and charge normally, re-plug the battery and try to turn on the machine;If the problem still cannot be solved, please disassemble the screen control assembly, check whether the power indicator light on the circuit board is blue, plug and unplug the battery box connecting cable, check whether it is restored. If the cable is broken or detached, please contact after-sales service.2. If there is an abnormality in the battery indicator, please refer to the meaning of the indicator for your operation.

Why is the screen black?

Please follow the steps below to operate and check:1.Please restart the machine to see if it is back to normal;2.Please check the power indicator on the circuit board. Under normal circumstances, the indicator light is blue and always on. If the indicator light is abnormal, please turn on the battery or charge it to check whether the battery indicator light is abnormal. If the battery is abnormal, please contact after-sales to replace the battery.3.If there is no abnormality in the battery, please visualize the socket in the battery slot to see if there is any obvious deformation or other abnormality, if there is any deformation, please contact the after-sales service.4.If there is no abnormality in the socket in the battery slot, but the problem still exists, please turn off the power of the machine, disassemble the screen control assembly, plug and unplug the screen display cable and restart the machine.

Why does the screen have poor touch or jump?

Please follow the steps below to operate and check:1.Please restart the machine to see if it is back to normal;2.If the abnormality persists, please turn off the machine power, disassemble the screen control assembly, plug and unplug the screen touch cable, and restart the machine.

What is your return, refund, exchange policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase. https://asmokegrill.com/pages/refund-policy

What's the Warranty of the ASMOKE ?

• We offer the industry-leading 3+2 extended warranty for all our grills!• We stand proudly by our products and take pride in our customer service. We warrant that our products will be free from defects in all materials and workmanship (excluding paint and finish) for the Warranty Coverage Period described below. This warranty is extended only to the original consumer purchaser.• During the Warranty Coverage Period, we will (at our sole option) replace any defective part or product covered by this warranty when provided with proof of purchase. The replacement will be without charge.• For more in-depth information on our Warranty Policy, click here: https://asmokegrill.com/pages/warranty

How do I make a warranty claim for my ASMOKE product?

Visit https://asmoke.besender.com submit your claim. Follow the instructions to provide details about your product and issue. Make sure you have your purchase information ready. Our team will review your claim and contact you with next steps.

I want to inquire about any product ambassador opportunities you might have available?

Thanks for your interest in our products! Please share your social media account (Instagram, YouTube, or Facebook). If you're a good fit for our brand, our partner agency GlobalOneClick will reach out via the email you provided.