- Shipping & Delivery
Standard shipping methods offer curbside delivery. For freight shipments (common carrier and other shipments over 70 lbs), shipping includes dock to dock delivery in the USA 48 contiguous states. Lift gate or inside delivery upgrades will possibly incur additional charges, and will be charged to the customer. If "prior notice" or "24 hour notification" is requested on shipments, additional charges may be applied. Please note that some of our products are offered with free shipping promotions, so please be aware that if you return one of these products our actual outbound shipping costs will still be deducted from your return refund amount. If a product arrives damaged, or an error was made, and it cannot be fixed with replacement parts, we will pay to ship the item back to us and send you a replacement. If you decide you do not want parts or a replacement, the item can be returned under our standard RETURN POLICY.
Our products shipped factory direct right to your door. They are packaged by the factory to withstand damage during shipping. If a product looks damaged or parts are missing, please contact us. iBuyFireplaceParts.com will make every effort to help you obtain the necessary replacements as quickly as possible.
When it come to truck shipments (shipments other than UPS or FedEx) Even if the package appears only slightly damaged, write "Damaged" on the bill of lading slip when you sign for delivery. This is extremely important to expedite a fast resolution. If the package looks significantly damaged, you may refuse delivery completely and the trucking company will notify us. We can then send a new one right away to your location. If you refuse delivery, please notify us as well. If you accepted the package and find that parts are missing or concealed damaged, please let us know within 5 business days and we will ship you the replacement parts at no charge. Time matters since most shipping companies only let us file claims within 48 hours of delivery.
- Returns & Replacements
Due to the nature of our business, iBuyFireplaceParts.com needs to maintain a strict return policy. A return will only be accepted up to the duration and parameters of the manufacturer's warranty for exchange or repair if a product is found to have a manufacturing defect. The end user needs to acquire a Return Authorization from the customer service department at iBuyFireplaceParts.com. The defective product then needs to be shipped in its original packaging to the location provided by the customer service department at iBuyFireplaceParts.com. No return shipments will be accepted by iBuyFireplaceParts.com, or by the manufacturer of the defective product, without the original packaging and Return Authorization.
In some cases the sales department at iBuyFireplaceParts.com may arrange an exchange with the manufacturer for an alternative product. Once it is received in satisfactory condition by the manufacturer, the original product will be refunded, minus a restocking fee up to 25%, and the end user will be billed for the replacement product. The original product must be returned in "As New" condition, in the original packaging and with a Return Authorization provided by the customer service department at iBuyFireplaceParts.com. All returned products must be in original condition and packaging otherwise, additional charges may be applied. We are not able to take returns of products that have been assembled or modified in any way. Certain products cannot be returned because neither we nor our suppliers can take them back, like special custom orders for example. Please call us if you have any questions about if a product can be returned. Any returned item that does not meet all three conditions will be considered the property of the end user; and will be shipped back to the end user at the end user's expense. Additionally, iBuyFireplaceParts.com reserves the right to charge an additional 5% fee on all canceled orders, if the order has already been processed. All software is non-returnable; no exceptions. Please keep in mind that once an order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our company return policy.