We are proud of our prompt, efficient service. Shipments are sent the least expensive way, unless you can notify us by email that you want an alternative such as a faster shipment schedule. Residential deliveries by common carrier require the shipping company to call the customer prior to delivery. If they cannot reach you then your shipment becomes a return (which will be subject to our return policies). Shipments under 150 lbs. will be sent via UPS or USPS. Shipments over 150 lbs. will be sent Common Carrier Freight. All orders are sent FOB shipping point. We will notify you in advance of the shipping charges for you to approve and pay for in advance.
Hard to reach areas not on the normal trucking lines route incurs additional shipping fees. We will promptly notify you of the cost. If the shipping company cannot deliver because you gave us an incorrect address, then you, the customer, are responsible for the shipping cost to and from your location.
CANADIAN SHIPMENTS:
The customer is responsible for all duties and tariffs on Canadian shipments.
SHIPPING POLICY:
We ship to common carrier heavy freight to the continental U.S. locations and Canada only. UPS also includes Hawaii and Alaska but cost more and the extra cost from the regular domestic rate will need to be charged even on "Free Shipping" items.
The freight carrier may need to call you to schedule delivery after the product has been shipped. If the customer is not available to schedule a delivery time the product will be returned to us and the customer is responsible for all shipping charges and re-shipping charges.
All special freight carrier requests such as inside delivery, lift gate, residential delivery, sort and segregate, and help unloading costs are the responsibility of the customer and are not included in our shipping costs posted online. The customer will have to pay any additional fees for these special requests and must notify us of these requests prior to shipment so that we may ship by a freight carrier that will do the special requests needed. If these requested services are not asked for through us prior to shipment we may not be able to offer them at all.
Once an order has been shipped the shipping process cannot be cancelled.
If you give us the wrong address we will charge you for any extra fees accumulated.
RETURNS:
Our Company Goal is to meet or beat the price of any identical item we sell as long as the price can be verified. Our price guarantee is good prior to completing the sale. We want you to be happy with your item so to ensure we keep our prices low and you are getting the best price available we cannot accept returns or exchanges after 5 days of receiving the items for any reason because that is ample time to examine your order.
To assure prompt and accurate credit on returned merchandise, we ask that you follow these steps:
We provide a much more extensive depiction of our products on our websites and email quotes/designs in an effort to provide 100% satisfaction to all our customers.
Please read the description and view the images carefully. NOTE: SOME IMAGES SHOW OPTIONAL ITEMS THAT ARE NOT INCLUDED UNLESS SPECIFICALLY INCLUDED IN THE WRITTEN DESCRIPTION. THE PRODUCT DESCRIPTION CONTAINS WHAT YOU WILL RECEIVE. AN EXAMPLE IS LOGS IN A FIREPIT OR AN UMBRELLA IN AN ISLAND - (IF THE LOGS OR UMBRELLA ARE NOT SPECIFICALLY MENTIONED IN THE WRITTEN DESCRIPTION THEN THEY WILL NOT BE INCLUDED IN YOUR SHIPMENT).
Exchange or adjustment is given on mistakes that are our fault in a timely manner, provided you email us at sales@outdoorsfireplace.com within five (5) days from receipt of merchandise.
Absolutely NO returns accepted unless the merchandise is in original cartons in new condition. Credit will not be issued for returned material that has been marked, altered, or abused. Credit cannot be issued if product is missing instructions, the box, any hardware, and/or is damaged in any way or does not arrive for any reason. Buyer must pay the return shipping charges for all returns. Buyer is responsible for shipping insurance on all returns. We refuse delivery on any damaged return merchandise so that the damage claim will go directly to the buyer (and to follow our rules above not to accept any altered returns).
We are merchants selling products. We take no responsibility for their use, applicability, or for the buyers decision to purchase the item for any reason. It is the responsibility of the buyer to inquire for details before the purchase and decide if the item they are purchasing will work for them including local laws, product certifications, and/or building codes.
Most of the products we sell our company either manufactures ourselves or are dropped shipped from special buys offered to us as a manufacturer that we don’t stock. This saves you money by not paying twice for shipping. We must deduct the our original actual shipping cost from your refund. This applies to "Free Shipping" items also. We charge a 20% restocking and handling fee.
For merchandise found to have a manufacturers defect email our Customer Service Department at sales@outdoorsfireplace.com for return approval. Your item will be repaired or replaced at manufacturers discretion in a timely manner. All returns for any reason must have an RMA number from our office or we will refuse the delivery.
CUSTOM MADE ORDERS AND PRODUCTS:
Absolutely no returns accepted for any type of custom made order. A custom made order has at least one item that was manufactured by our company or produced for one customer as they are ordered which means we do not stock them. This includes items on our websites that are listed as packaged, grouped, or bundled products in the online store catalogs (manufactured by our company or from off the shelf parts from any other manufacturer, made into kits from individual parts, or any other single item which consists of a combination of more than one individual item.
When products leave our location they are in perfect condition and have been thoroughly inspected . Once the products are accepted by our shipping carriers they become the property of the purchaser. In the rare occasion that damage occurs in shipment you will be responsible for noting it on the freight bill prior to accepting the items. Damage claims are usually completed in a very timely manner.
DISCLAIMER:
All items subject to prior sale. Prices subject to change without notice. Clerical or inadvertent pricing errors are subject to change. Images on our website are taken job by job and we will make your item to look basically like the picture you see but you need to understand that measurements, shapes, colors, design, will vary slightly on products we manufacture because we generally make things as a hand made construction process rather than a mechanical machine process. Some examples: Brown will be brown not green. Five feet might give or take a couple of inches or so. A curve will be curve not a straight line but might be a slight different size or shape. A gas log set in fireplace may have slightly different logs but still look the same. (if you order a specific item such as that same log set above to be exactly the same by a specific manufacturer then it will be exactly the same in that case.)
If we have not updated a price on the internet, it could be wrong and we are not responsible for selling you that item at that price. We will give you the option of paying the difference or canceling the order. On items that have prices reduced from what the customer paid for it we will not refund the difference.
