Shipping & Return Policies

THE FOLLOWING POLICIES APPLY TO ALL ORDERS PLACED WITH OUR COMPANY WHETHER PLACED VIA WEBSITE, PHONE, LIVE CHAT, EMAIL ETC

 

RETURNS POLICY

  • Most new and unopened items can be returned within 30 days of delivery for a refund minus return shipping cost and up to 25% restocking fee. If the return is a result of our error, such as receiving the incorrect item, we will take care of the return shipping cost and ship the correct item. If you simply have buyer's remorse, decide on another product or ordered a product in error, you will be responsible for return shipping cost and a restocking fee of up to 25%
  • 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 or on used or installed items.
  • 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).
  • Returns are different than warranty issues, we honor all warranties based on manufactures warranty. See Warranty page

SHIPPING

  • In the event customer cannot accept a delivery once order has shipped, customer will be responsible for either carrier storage fees or return shipping charges and up to 25% restock fee.
  • Once an order ships, the delivery address cannot be changed without incurring a reconsignment fee.
  • 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.

UPS/FED EX ITEMS

  • Some items are small enough to ship via FedEx ground or UPS ground. When that is the case you will receive valid tracking for standard ground shipping (3-5 business days)

FREIGHT ITEMS

  • Most orders are required to ship via freight, 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 email appropriate tracking number along with carrier name and contact info. If you have specified a residential delivery, all freight carriers will call and schedule a delivery appointment.

RECEIVING FREIGHT SHIPMENT Watch Video

 

  • Once a delivery appointment is made with freight carrier, customer must be present at time of delivery in order inspect and sign off on the shipment.
  • All freight shipments are delivered cubrside. The driver will use a lift gate to lower the pallet to the ground and bring the item to the curb. They are not authorized to move items any further such as to a garage, indoors or back yard etc
  • In the event customer cannot accept a delivery once order has shipped, customer will be responsible for either carrier storage fees or return shipping charges and up to 25% restock fee.

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

 

Please open and inspect the shipment and report any concealed damage or missing items within 24 hours so we can get it taken care of for you asap. 

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