Shipping & Return Policies
- You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). If you simply have buyer's remorse, or decide on another product instead, or ordered a product in error, you will be responsible for return shipping. All UPS® and Fed Ex® items will not be charged a restocking fee, however on large freight items, a restocking fee of up to 25% will apply.
- You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
- If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
- Returns will not be accepted after 30 days, and will not be accepted on used or installed items without original packaging.
- Returns are different then warranty issues, we honor all warranties based on manufactures warranty. See Warranty page
- We can ship to virtually any address in the continental U.S.(lower 48 states).
- When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items.
- All truck freight is delivered curbside.
- White glove delivery services are available at additional costs and must be agreed upon prior to shipping.
- UPS/FED EX ITEMS
- Some items are small enough to go Fed Ex® ground, or UPS® ground, when that is the case you will receive valid tracking for standard ground shipping(3-5 business days. Contact us for expedited shipping services.
- Expedited shipping will have additional costs.
- FREIGHT ITEMS
- Most of the items in our E Commerce store are freight items (meaning they are large items that need to be delivered on a pallet, on a truck load). When you order an item that is shipping via freight, we will upload appropriate tracking number along with carrier name. If you have specified a residential delivery, all freight carriers will call and schedule a delivery appointment. When receiving your freight order, inspecting the pallet is important to ensure there is no damage. Please see video below for detailed instructions on accepting freight orders. Which takes less then 5 minutes.
- DAMAGES IN SHIPMENT:
- Freight damage is rare, but occasionally does happen.(please note freight carriers do not directly represent Embers Fireplaces & Outdoor Living). Please inspect upon delivery. If the delivery appears to be damaged call our office number. 805-952-5440 before the driver leaves in case we need to refuse the shipment. Please note any damage on the driver’s BOL. If an order seems damaged beyond repair when receiving, please refuse entire shipment due to damage, and a new order will be sent in its place. You will also need to make sure no items are missing.
- PLEASE NOTE: you will have 48 hours to report concealed damage. After that you will be responsible for products as we will no longer be able to file a freight claim with the carrier. After this time period, freight claims can no longer be honored
Again Freight damage is rare, but if proper steps are taken, it makes for very easy work on getting you replacements. You are spending a lot of money with us, and we want to be sure you receive the best service possible