Questions? We've got answers!

Visiting the Shop

Can people stop by the shop to see production?
Yes, we encourage customers to visit and see how each product is made! Please call or text us at 512-566-4201 to schedule a visit. Note: Not all products are always kept in stock.

Discounts and Orders

Does KANDO offer Military discounts?
Yes, we offer a 5% discount for active and retired military members. We appreciate your service! Email proof of service to receive a discount code.

Does my grill come ready to cook?
Yes! Our products come fully assembled and are coated with vegetable oil. To properly season your grill, set it to 275°F and allow it to cook for about 2 hours. Note: None of our grills contain paint or chemicals inside the cooking chamber.

Can I return my KANDO product?
Please contact us for a return review. The customer is responsible for shipping and transportation costs. Certain refunds will be issued if the item is returned in its original condition.

Grill Temperature and Usage

What is the maximum temperature the grills can reach?
The maximum cabinet air temperature is 500°F with the drip cap in place. Direct grilling surface temperatures can exceed 500°F when the heat diffuser is off.

What is the minimum temperature my grill can reach?
In automatic mode, the controller allows the grill to maintain 160°F. You can also manually adjust the controller to a lower temperature if needed.

What is the average amount of pellets burned per hour?
On average, between 1–2 lbs. of pellets are used per hour, depending on ambient temperature.

Startup and Maintenance

What is the best way to avoid a 'burp' at startup?
A 'burp' occurs when smoke builds up inside the grill while pellets are igniting. The main cause of this is moist air, moist pellets, or a fire cup that was not emptied before start up. To avoid this, keep the cooking chamber door open during startup to allow the smoke to escape. Once the white smoke clears, you can close the door and start cooking.

What should I do if my FireBoard 2 controller will not turn on?
Check your electrical source. If the controller still doesn't work, email sales@kandogear.com or info@fireboard.com for assistance.

What should I do if my FireBoard 2 controller gives me an error message?
Perform a hard reset by pressing one of the three buttons on the left side of the controller for 10 seconds. If the issue persists, ensure the AUX cord is properly plugged in. This will require taking the controller out of the bezel. If it still doesn't work, contact sales@kandogear.com.

Pellets and Fuel

What kind of pellets should I use?
We recommend using 100% wood pellets, with oak as the base and other wood flavors mixed in. Our grills do not require any petroleum products, as they can cause pellet buildup and affect grill performance.

Can I leave pellets in my hopper?
No, we advise removing all pellets from the hopper and fire cup after each cook. Be sure to clean any excess grease. Refer to the owner's manual for detailed cleaning instructions.

Where should I store my pellets?
Pellets should be stored in a DRY area. Cooking with moist pellets can create thick white smoke and increase the risk of a fire hazard.

Controller Settings and Troubleshooting

Can I use my grill without wifi and Bluetooth connected?
Yes, the FireBoard 2 controller will work without wifi or Bluetooth. Simply press ON, set your desired temperature, and start cooking.

Should I turn off Lid Detection on the FireBoard app?
Yes, we recommend turning off the Lid Detection setting on the FireBoard app. KANDO grills have a lower RPM motor, and leaving this setting on can cause the auger to stop for 7 minutes each time the lid is opened, leading to a loss of fire.

What do I do if my controller shows "Ignition Error"?
Follow these steps:

1. Empty the pellets from the hopper, fire cup, and auger screw tube.
2. Power off the grill and completely clean the fire cup.
3. Ensure the ignitor housing is free of ash or pellets. This will reduce the amount of air flowing into the fire cup.
4. Test with no pellets in the hopper—Turn on, press Ignite, and check if the igniter, auger, fan, and fire cup are functioning properly. Does the auger screw spin? Is the fire cup seated properly? Does the fan blow air? Does the ignitor turn red hot when heated? If yes to all the above questions, then turn the grill to Cool down.
5. Once the grill is powered off, place enough pellets by hand directly into the fire cup to cover the ignitor housing. Then restart the grill and start a timer. In less than 10 minutes, you should start to see smoke.
6. If ignition fails, repeat the cleaning process and try again. If the error persists, contact sales@kandogear.com.

Grill Setup and Care

Do I need to season my grill if it has stainless steel grates?
Yes! Every new grill needs to be seasoned to burn off any manufacturing residue. Set your grill to 275°F for about 2 hours before cooking.

Can I unpack my grill alone?
While it is possible to unpack and set up the grill alone, we recommend having a friend to assist, especially when moving the grill off the pallet and into place.

What type of surface can my grill move across?
The grill can be moved across dry grass, gravel, concrete, or dirt. If you're moving it over a delicate surface, like tile, consider purchasing a soft wheel kit to prevent scratches.

What type of paint is used on the grills?
All grills receive multiple coats of a high temperature wet paint on the exterior only. No part of the grill is painted on the inside.