Customer Support

toll free 1-866-475-5180
Monday – Friday, 8:00am-5:00pm EST

Postal Address

Smoke Hollow
5032 Milgen Ct.
Columbus, GA 31907

Instruction Manuals

Click model number to download a PDF printable instruction manual.

Frequently Asked Questions

Click a question to expand the answer

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 produced. The exterior of the unit is covered for 90 days for paint, but not rust which may appear after repeated use.

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 our Parts and Customer Service line at 1-866-475-5180 from 8:30 a.m to 4:30 p.m. M-F, Central time.

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.

My smoker is running too hot, how can I reduce my 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 as the ambient temperature outside at that time and the amount of food in your cabinet will vary for each use.

Having trouble getting smoke from the wood chips when I use my electric smoker, what should I do?

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 you start to receive smoke adjust your temperature to the desired cooking setting and add your food and water.

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.

Where can I purchase your products in my area?

Our available retailers and the products they carry vary depending on the area in which you reside. We ask that you contact us at 1-866-475-5180 so we may help you find a retailer near you or visit out Retailers Page.

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

Season your unit by applying cooking oil to a cloth and then apply to anything inside your smoker/grill that is of a painted surface then heat your unit to approximately 300 degrees for 1 hour this process does not require water or wood chips.

What should I clean my cooking grids with?

Porcelain coated cooking grids clean with a brass brush and stainless steel cooking grids clean with soap and water and a soft cloth.

Can I put Lava Rock in my grill?

This would be your own personal choice we have no recommendation for or against it but it is not necessary for proper function, flavor, or results in our units.

What woods are best for smoking? Any I shouldn’t use?

This would be a personal preference of what you like and may require trying a few different types to determine what you like best. Three popular choices are Hickory, Mesquite and Apple.

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.

Do you have a cookbook?

At this time we do not offer a cookbook but do provide recipes for you In the Operation section of your manual located in the back and recommend doing an internet search for recipes as so many vary and are available to choose from. We do offer a smoking tips and recipes page.

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.

I light my unit and after a few minutes it goes out, why? Or my flame won’t adjust from high to low?

Our regulators have a pressure safety built into them and when the unit experiences this issue it usually means the safety has been triggered and It has kicked your unit into low flow. To reset your safety, 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 out of?

Our grill covers are black canvas with a PVC lining and the smoker covers are black vinyl with a cold backing, a form of pressed cotton. Our covers are not sold with a warranty due to exposure to outside weather conditions that vary across the United States, the covers will show wear differently. You can shop for covers in our online store.