Tel: 1-866-475-5180

 5032 Milgen Ct.
Columbus, GA 31907

 Support Hours:
8 am-5 pm EST
9 am-4 pm EST

Frequently Asked Questions

What is the warranty on my grill/smoker?

Your unit is covered for 1 year from the date of purchase for any parts that keep the unit functioning as long as proof of purchase can be provided. The exterior paint is guaranteed to be free of defect for 90 days. This guarantee does not cover rust which could appear after repeated use or exposure to weather.

Can your products be converted to natural gas and do you sell a conversion kit?

Our units CANNOT be converted to natural gas. Our units are tested and designed to operate on LP gas and our company does not do any testing with natural gas, therefore we do not sell a natural gas conversion kit nor recommend the use of natural gas with our products.

Are replacements parts available to order online?

Due to the number of parts our products have and the extensive list of models we manufacture, we are unable to list them for online purchase. Please contact Customer Service at 1-866-475-5180 from 8:00 a.m. to 5:00 p.m. M-F, eastern standard time.

My smoker is running too hot, how can I reduce the temperature to below 250 degrees?

Our smokers are designed to operate between 200-350 degrees. If you are in this range your smoker is functioning as it should. These temperatures will vary for each smoking session based on the ambient temperature outside and the amount of food you are smoking.

Where can I purchase a Smoke Hollow product?

Check out our retailer page or contact us at 1-866-475-5180.

What should I clean my cooking grids with?

Porcelain coated cooking grids can be cleaned with a brass brush and stainless-steel cooking grids should be cleaned with soap and water and a soft cloth.

Do I need charcoal in my firebox?

We suggest a wood fire with a nest of charcoal on top with woodchips set in the middle.

My unit keeps producing black soot and getting on my food, why and how can I fix it?

If you are experiencing this issue you may notice that you have a large yellow flame from your burner, if you see this then your burner may not be getting enough air. Your flame should be 80% blue and 20% yellow. To adjust the air flow, turn the small metal cap located at the end of your burner tube that is located directly behind your control panel.

The flame goes out a few minutes after lighting my unit or sometimes I am unable to adjust the flame from high to low.

Our regulators have a pressure safety mechanism built into them and when the unit experiences this issue it usually means the safety mechanism has been triggered and produces low flow. To reset your safety mechanism, turn the unit OFF and detach your tank from your unit and allow it to sit detached for 5 full minutes. After 5 minutes reattach your unit to the tank but do NOT turn the valve on your tank on full, only turn it a quarter to halfway on and then light your smoker. After your unit is lit you may increase the gas on your tank to full ON.

What are your covers made of?

Our grill covers are made from black canvas with a PVC lining and the smoker covers are made of black vinyl and pressed cotton. Covers are not warranted due to exposure to various weather conditions. We recommend using a cover to product your product from dust and debris.

How do I get the wood chips to produce smoke when using my electric smoker?

We recommend that you preheat your smoker on HIGH with your wood chips placed as close to or directly above the heating element with no water or food. Once wood chips begin to smoke, adjust the temperature to the desired cooking setting then add food and water.

How should I season my unit and at what temperature for how long?

Curing your smoker will rid the unit of oil produced in the manufacturing process. First, make sure the water pan is in place without water in it. Set smoker temperature to 275°F and allow the unit to run for three hours. During the last 45 minutes, add ½ cup of wood chips in the wood chip loader to complete the pre-seasoning process. Power off the smoker and allow it to cool completely.

What wood flavors should I use when smoking food?

This depends on personal preference and may require trying a few different flavors to determine what you like best. Three popular choices are Hickory, Mesquite and Apple.

Having trouble getting my sear burner to light. Any tips?

Turn your gas on and wait 20 seconds allowing the gas to build up before striking the ignition button.

Contact Support

We are here to help. The best way to reach us is by completing the form below. You may also give us a call at our toll-free number.