Customer Service

Return Policy
Shipping Information
Low Price Guarantee
Warranty Information
Contact Us
Safety Information

RETURN POLICY

We hope you will be completely happy with your purchase. If you find within 30 days of receipt of your product that you do not wish to keep it, you may return it unused by following our return procedure detailed below. Shipping charges are not refundable unless the return is a result of our error. Return freight charges are the responsibility of the buyer.

ALL RETURNS MUST BE AUTHORIZED
Product that has been used may not be returned. A 15% restocking fee will be assessed on returned merchandise to compensate for repackaging, warehousing and administrative labor. The return procedure is listed below. For specific questions relating to returns or warranty, please contact Customer Service department toll-free at tel. 1-866-448-8231.

Step 1: Contact Customer Service department by phone or email to receive your Return Merchandise Authorization number (RMA#). The RMA# is necessary for all returns. Please indicate a reason for the return so we can better meet customer needs in the future.

Step 2: Note your RMA# on the packing slip and repack the item in the original packaging. Be sure to include your packing slip with the returned product.

Step 3: Include your RMA# on the outside of the box and ship the package back to us via common carrier. Please provide us with the tracking number for your shipment.

Step 4: We will contact you when the package has been received and inspected. Provided a satisfactory return, we will credit your account for the returned merchandise less A 15% restocking fee.

SHIPPING INFORMATION

All orders include free shipping and are delivered to its destination via freight-truck delivery. The driver will lower the lift-gate and unload the shipment against your curbside where it meets your driveway. On occasion, the delivery driver may decide to put the pallet on the driveway for you per their discretion, but it is not guaranteed.
All orders take between 7-10 business days to be delivered from the date you place your order. Once your order ships out, you will receive tracking information directly to your email with instructions on how to track your estimated delivery date. Order shipping may be delayed around the holiday seasons as well as in the event of weather storms.

LOW PRICE GUARANTEE

WE WILL NOT BE UNDERSOLD!

We take pride in the fact that we strive to offer lower prices than any of our competitors for each product that we sell. But if you should find a lower price on any of our products from one of our competitors, even if it is an "ADVERTISED SPECIAL", we will beat their price plus 10% of the difference to thank you for bringing it to our attention!

Simply call our toll free number at 1-866-448-8231 and mention that you would like a price match.

Price Match Terms and Conditions:
* Price Guarantee may only be honored on identical items. The product must be the exact same make and model (ie, the same size, color, etc.).
* The product must be brand new and in stock at the competing dealer.
* No other promotions apply to a price guarantee - This is a dollar-for-dollar product price match - free giveaways not included. If we match a lower competitor's price we WILL NOT include any free items we might normally offer. UNLESS our competitor's pricing also includes those items.
* Dollar-for-dollar price match will take into account any shipping/handling and/or taxes charged by our competitor's. (ie, if our competitor charges shipping and sales tax on their storage sheds, we will beat their total out-the-door price which includes these fees/costs.)
* Price Guarantee excludes auction sites such as eBay and Amazon.com.
* We do everything we can to guarantee the lowest prices on our products and pass savings on to our customers, but In the rare event that a price matched item comes in below our cost, we will be unable to sell the item.

WARRANTY INFORMATION

Here on HeatwaveFireplaces.com, each manufacturer has its own warranty information. Please call us at 1-866-448-8231 for more information about product warranty.

CONTACT US

SAFETY INFORMATION

Heatwave Fireplaces care about customer, therefore we provide some useful information below: