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Shipping & Returns

Returns

To be eligible for a return, the item must be unused and in the same condition as you received it. It must also remain in the original packaging, and the packaging must be in perfect resellable condition. The cost of shipping the product both ways (to the customer, and back to the warehouse) and a 25% restocking fee will be deducted from the refund.

Fireplace Choice Corporation. offers no refunds on any repair, replacement parts or accessories that have been used or installed by the consumer, end user, or any contracted individual in attempting to complete a repair on any type of equipment or appliance.

All returns made by the end user whether they be a consumer or contracted individual will require a return merchandise authorization number "RMA" be issued before any parts, equipment, whole goods or other items will be accepted for a return for credit by Fireplace Choice Corporation. If your item qualifies for a refund start the process by going to: FireplaceChoice.com/returns

There are no returns or refunds on any electrical or gas parts or any millivolt, AC or DC controlled devices including remotes kits, remote receivers, remote transmitters, millivolt controlled liquid propane gas or natural gas valves, electronic ignition control devices, circuits boards, relays, limit switches, drive motors, pump motors or other electrical service parts and accessories that have been unpackaged.


Any "Special Order but Non Stocking" items including Glass Doors, Glass Panels, Glass Bi-Folds Doors, Refractories, Gas Log Sets, Replacement Logs or similar customized special order items are considered Non-Refundable special order items. No RMA will be issued for these items and no credit or refunds can be issued.

Any electrical device considered being defective must be sent in for inspection before any warranty replacement part will be shipped by Fireplace Choice Inc.

All returns for credit must be returned prepaid and insured by the customer with a signature required to be considered for any type of refund.
All items must be returned in the same condition as received.

All packaging such as boxes, bags, tags, accessories such as cords, batteries, remote covers, certificates, manuals, and warranty cards must be included in the return.

No returns will be accepted on any repair parts after 30 days from the date of purchase.
Any parts considered to be defective after 30 days must be returned prepaid and insured by the customer with a signature required.

All service parts and equipment purchased from Fireplace Choice Equipment and Accessories are purchased by the buyer with no additional promises being made for technical service or installation support.
All service should be performed by a licensed mechanic or certified contractor.

If the item purchased is suspected to be defective, the customer may send the part back for inspection by our technical service department.
Upon inspection, if the returned part is considered to have a material or workmanship defect, Fireplace Choice Inc. will either repair or replace the defective part for the customer at no charge for the replacement part.

Fireplace Choice Inc. is not responsible for incidental or consequential damages or losses due to any type of defective products, errors in shipping your order or other errors in the shipment and delivery of any service parts or equipment.

The limit of our liability is the actual replacement cost of the products or service purchased from Fireplace Choice Corporation. Any cost associated with a request made by the customer, end user or contractor to divert a shipment in progress will be the sole reasonability of the consumer making the request.

Defective

In the rare instance that you receive a defective product, most of the manufacturers we carry have great processes to assists so you should check your manual for details.

If you are advised to contact us, our knowledgeable Support team will guide you through the manufacturer’s warranty process. Please be aware of the following information we need and how the process normally proceeds:

  • The defective item must still be within the manufacturer’s warranty period.
  • You will need to supply any serial numbers, a description of issue, and any pictures or video depicting the issue.
  • We will attempt to troubleshoot with you to verify that it is a defect.
  • We report this to the manufacturer to begin the claim.
  • The manufacturer will review the claim, then they will approve or reject it.
  • The time for the manufacturer to respond may vary depending on the manufacturer’s internal processes.
  • If approved, the warranty process begins and service, parts, repair or any combination of those as needed will be provided in accordance with the manufacturer’s warranty.
  • Some parts or items may need to be returned to the manufacturer for quality control. We will advise you of this.
  • Fireplace Choice is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods. We recommend that you wait to schedule installation until after your order has arrived and items have been fully inspected.
    • All shipments should be opened and inspected within 48 hours of delivery in accordance with our Delivery Inspection policy. It is recommended that you check for visible defect at this time as well as damage to prevent any delays with getting to use your item(s).

If your item has a defect outside of the warranty period:

  • We will not be able to facilitate a claim to the manufacturer.
  • Any replacement parts or whole units at this point can be purchased by you through Fireplace Choice. Contact us for pricing and availability

Damages

If you receive a damaged item, you must notify us within five (5) business days of delivery. Open and inspect all items upon delivery. If you are not installing your product right away, you will still need to open and inspect everything for damage.

Damage reported within 5 business days of delivery:

  • Refuse the item with the carrier if you’re able to do so.
  • If you accept the item, report damage to us (after inspecting box and inner items/contents) within 5 business days. Call 1- 800-963-5724.
  • We will then offer parts, a discount to keep as is, or allow a return for refund/replacement.
  • Item can NOT be used in any way.
  • If you choose to keep the item for a discount, you have 5 business days to reply to accept or reject the discount offer from us (again, do not use your item during this time until final offer/resolution is agreed upon).
  • Keep all of the packaging, the box and all items/pieces, in the event the item needs to return to us.

Damage reported after 5 business days:

  • No refunds, store credits, or free parts will be offered or issued. This is non-negotiable. We will only be able to sell you replacement parts for a repair.
  • This is outside of our time frame to file any claims with the carrier or manufacturer/shipping warehouse.
  • Since no return will be approved during this time, you are free to use the item, if you wish.
  • We may require pictures of the item to determine the parts potentially needed.

Shipping

In-stock orders will probably take about 3-7 business days to reach a customer. Any custom orders will take approximately 6-8 weeks. Direct shipments are made to continental U.S. locations only. Special provisions apply to shipments to Alaska, Hawaii, and Canada, as outlined below.

FireplaceChoice.com does not charge shipping on items with a free shipping icon next to them on our website when shipped to US locations, except for Alaska and Hawaii. Shipments to Alaska and Hawaii are not eligible for free shipping, and the customer is responsible for all duties and tariffs on shipments to those locations.

We use UPS or FedEx for smaller items, and larger items go via freight. We reserve the right to choose which Freightways carries your shipment. We do not, however, control the shipping companies (freight or UPS). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day, and we can only approximate delivery times as we only have the information the delivery company makes available to us. Please understand that our staff would love to have more direct control over shipments so that we could ensure an amazing customer service experience every time.

All shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, FireplaceChoice.com cannot be held responsible for damages that may occur during delivery.

Remote or hard-to-reach areas may incur additional shipping fees. This applies to Free Shipping and regular shipping orders. If this is the case with your order, a Customer Service representative will contact you promptly to notify you of any additional charges.

It is the customer’s responsibility to inform us of any problems with this type of delivery at the time of purchase. FireplaceChoice.com is not responsible for shipping costs on merchandise not delivered due to a shipping company’s inability to deliver to a particular location. Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. In-home delivery is neither implied nor offered without additional charge, and is not necessarily available even if the customer is willing to pay more for it.

Inside Delivery:

Free Curbside Delivery is standard on your order. Inside Delivery is available on all items that ship via freight carrier for an additional charge of $95.00. Inside Delivery consists of product placement inside your ground floor threshold. You will be able to select your preferred method of shipment during checkout. Please contact us with any questions or special requests.

Undeliverable Item:

If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.

Receiving Your Shipment:

We are committed to making sure you are satisfied with our products. Your order is inspected prior to shipment to ensure all items are in excellent condition before they leave our facilities. Although our products are packaged securely to prevent any damage it's possible that in rare cases, damages may occur during shipment.

Before signing for the shipment inspect the carton and contents. You should have a knife, hammer, pry bar and wire cutters on hand to help open the carton. Should you notice any damage, please note it on the bill of lading, refuse the shipment and contact us immediately.

"NOTE: The most important thing to remember about truck freight is that when you sign for the delivery you are legally accepting the product as delivered in good condition. Therefore, it is extremely important that you inspect the product prior to signing the delivery receipt. If there is damage to the carton or the product, please write "CONTENTS DAMAGED" clearly on the delivery receipt that the driver is asking you to sign, then sign. This insures that your damage issue will be easily resolved.

NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the freight delivery receipt. If you are unable to inspect the contents at the time of delivery, prior to signing note on the delivery receipt “CARTON DAMAGED” if there are any blemishes, scuffs, crinkles, tears, rips, wetness, etc. The contents can be damaged by mishandlings such as drops that may only blemish the carton slightly. Immediately, within 24 hours of delivery, contact us regarding any damage.