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M–F, 8:30 a.m.–5:30 p.m. CST
Warranties and Returns
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File a claim.
Fax: 1-877-293-4546Send Us a Message
5680 E. Shelby Drive
Memphis, TN 38141
Mon–Fri, 8:30 a.m.–5:30 p.m. CST
Closed all major holidays
The best way to communicate with us is to Send Us a Message. We try to respond to your message on the same business day, but no later than 48 hours.
Credit Card Security
Is it safe to use my credit card?
Yes, shopping at eFireplaceStore.com is safe. In fact, we back every credit card purchase with our Safe Shopping Guarantee: We guarantee that every transaction you make on our website will be safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at here. In fact, online purchases are statistically safer than using your credit card at a restaurant or department store. Technical experts state that online purchases are far safer than traditional credit card transactions because the information is immediately encrypted into a scrambled message that can only be decrypted by an authorized computer.
Our secure socket layer (SSL) software is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. On all secure pages you will see https:// where the "s" indicates a secure page. This site has security measures in place to protect the loss, misuse and alteration of the information under our control. eFireplaceStore's website conducts all order transactions via a secure server. Using your credit card on our secure server is guaranteed.
Safety in Numbers
By using our Secure Servers hosted with Amazon Web Services, you are one of millions of users every year who choose us with whom to shop!
Still don't wish to use your credit card on the internet?
No problem. There are two ways you can order from us without having to enter your complete credit card number on the web. Call in order or send a money order. For details, please call us at 1-800-203-1642.
We accept Visa, MasterCard, American Express, Discover Card, Paypal, Business Checks, Money Orders, Cashier's Checks, Purchase Orders (from government agencies and educational organizations), and Wire Transfers. Credit card orders will be charged when your order is processed. Most items will process to ship within 24-48 hours. However, items shipped directly from the manufacturer or that are custom made may take longer to ship after the order has been processed. Each item page provides an estimated delivery time when you supply your shipping ZIP code. Please note that this is an estimated delivery time and is not guaranteed.
Money Orders & Cashier's Checks
Please complete the checkout process with "Money Order" selected as the method of payment. Please print the order confirmation and send it with a money order or cashier's check for the total amount including shipping and any applicable taxes to the following address:
5680 E. Shelby Drive
Memphis, TN 38141
If the issuing bank will verify funds are available, the order will be held for 5 business days prior to processing. If the bank is unable to verify funds are available, the order will be held for 10 business days prior to processing.
eFireplaceStore will be happy to accept Purchase Orders from all Government agencies and Education Organizations with a valid TAX ID. Please include your email address, so we can forward your order confirmation and all shipping information.
We maintain an expert staff of advisors familiar with governmental procedures, capable of streamlining your order. Our sales staff is well trained and knowledgeable with regards to sales to military installations. In addition to being experts in product features, we have a history of many satisfied military customers. eFireplaceStore is now listed in the federal governments central contractor registry (CCR). This is a database used by the government to locate those businesses which the government prefers purchases be made from. A registry listing means the federal government considers us as one of the first suppliers for products they need. At eFireplaceStore we look forward to meeting the needs of both our corporate and governmental clients. If you have any questions, please contact us and we will be happy to assist you. All POs can be faxed to 1-877-293-4546 - Attn: Amy
eFireplaceStore will accept Wire Transfers. An additional $20 processing fee will apply. Please contact us for details.
Do you charge sales tax?
We charge sales tax for items shipped to destinations in the following states: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin, Wyoming.
Shipping & Order Status
We try our best to get your item out as soon as possible. Many items that we sell are in stock and will ship within 1-2 business days, unless otherwise stated in the item description. Some items are shipped from warehouses at different locations. Most of our warehouses ship items out within 2-3 business days but some items may take up to 10 business days depending on the warehouse. We make every effort to ensure the fastest possible delivery. Business days are Monday through Friday. If you need an item by a certain date, please contact us to verify shipping options to meet your needs. If you are ordering online and need an item by a certain date, please be sure to note the required delivery date in the comments box at checkout. We will be happy to work with you to arrange for delivery by that date. Expedited charges may apply.
Where does eFireplaceStore ship?
We ship to the US & Canada.
What is an address correction charge?
Incorrect shipping addresses (wrong house #, wrong ZIP code, missing apartment #, etc) will incur a $12.35 charge for ground packages and a $20.35 charge for air packages if correction is made after package has shipped. Incorrect addresses may also result in delayed delivery or returned packages. Shipping fees will not be refunded for returned packages. Please double check your shipping address for accuracy.
This address correction fee is charged to us by FedEx and UPS and will be billed to the credit card associated with your order. If you feel you have been charged this fee in error, please contact us so we may dispute the fee with the package delivery company. We appreciate your understanding.
How do I know if my order has shipped?
Upon completion of your order, you will receive an email confirmation from us with the details of your purchase. Once the order ships, a second email will be sent confirming that your order has shipped. Tracking information will also be included in that email so that you can easily track your package. For questions about tracking, please submit an inquiry and include your name and order number.
How do I cancel my order?
If you wish to cancel your order prior to delivery, please contact us immediately. Depending upon where the order is in the process, it may or may not be able to be cancelled. We will make our best effort to cancel if the order has not been shipped. If items have been shipped, the order may be returned following our standard return procedures. Please see the returns section for further details on returning your product.
If you refuse delivery, we will refund the item cost minus all associated shipping fees. If free shipping or discounted shipping was applied to the order, all of the shipping costs (inbound and outbound) will be deducted from the refunded amount.
Please note: delivery of a freight order will require a signature. "Curbside Delivery" indicates delivery to the curb at your driveway's end and does not include assistance with unloading, unpacking, set-up, or clean up. Requests for placement in any area other than the curb, missed delivery appointments, re-delivery / re-consignment, and any other special requirements may incur additional customer charges, all of which are payable directly to the carrier. Lift gate service (unloading to curb side) is available for a $75 fee. Please choose the "Freight - Curbside + Lift Gate" option upon checkout to select this service.
The carrier will call approximately 24 hours before delivery to schedule a delivery appointment spanning a 4-hour period during normal business hours. Please include a daytime phone number in the shipping information at check out.
Extraordinary delivery requirements (caused by physical obstructions, insufficient space, neighborhood restrictions, etc.) may create additional delivery charges. If spatial restrictions prevent the delivery, the customer will be responsible for additional charges resulting from modification of the original shipping information (location, type of truck required, etc.). If the carrier is unable to make normal delivery to the shipping address because of any of the aforementioned circumstances, it is the customer's responsibility to make alternate arrangements with the freight carrier to take receipt of the shipment. When the carrier calls to set the delivery appointment, please advise them if circumstances will make it necessary to take delivery at an alternate location.
What is your return policy?
Your satisfaction is our utmost priority. We will do our best to satisfy your requirements. We offer a 30-Day Limited Money Back Guarantee return policy. Any unused, resalable merchandise in original condition and in original packaging may be returned for a refund within 30 days of the order date. The returned item must be in the original box with all paperwork. The item must be unused and unopened. We will refund the product price only. Inbound and outbound shipping costs will not be refunded. Orders processed with discounted or free shipping will not have the initial shipping cost refunded. The customer will pay the return shipping cost.
If the item has been used or tested in any way, it can be returned if in a resalable condition and within 30 days from the date of purchase. It must be in its original box, and all manuals, warranties, accessories, and packing materials must be included. Any media/electronic products are not returnable if they have been opened. Any fireplace or patio item, no matter the fuel type (gas, wood, ethanol or gel) that has been burned, used or installed is not returnable for any reason. Any returnable items that have been opened or used will incur a restocking charge of 15% of that item's price (storage sheds will incur a 20% restocking charge). All items that are shipped via freight will be charged a 15% restocking fee regardless if they have been opened or not. The customer will also incur the expense of all shipping charges, even if the order was sent with free or discounted shipping. Inbound and outbound shipping costs will not be refunded. Orders that received discounted or free shipping will be charged for initial shipping cost as well as return shipping cost. Any returns shipped via freight collect to the return address will be refused and returned to shipper. We will not cover the return shipping fees.
It is the responsibility of the customer to return the product in the same new/undamaged condition in which it was received. Please be sure to insure your return, as any return product received damaged in shipping will not be eligible for a credit. We are not responsible for items received damaged. The customer will need to file an insurance claim with the carrier for damaged items and to be reimbursed for the insured amount.
PLEASE NOTE: Items that have been damaged due to the weather will not be covered under the manufacturer's warranty and are not returnable at any time. Custom orders are not returnable, including but not limited to Custom Canopies, Banners and Flags.
How do I return an item?
For returns on items that are not damaged or defective, please fill out our Returns Form within 30 days of receipt of your merchandise. We will respond within 24 hours with a Return Authorization Number and instructions for returning the item to us. All returns MUST have a Return Merchandise Authorization (RMA) number. Credits for returns received without an RMA number will be significantly delayed. These items may also be refused by the receiving warehouse. If so, they will be shipped back at the customer's expense.
If your shipment is received damaged, a claim must be made within 3 days of receipt. Please open your package and inspect upon receipt. If a package arrives damaged, save all packing materials and contact us immediately. We will file a claim with the shipping company. In most cases, the purchase price and the original shipping costs (if charged) will be refunded to the original purchaser or we will send a replacement (whatever the customer decides).
Damaged Freight Items
Freight shipments should be inspected carefully while the delivery driver is present. If any damage or shortage is noted, it is the customer's responsibility to note the damage or shortage on the bill of lading before signing off on delivery. Please report the damaged or missing items to us, so that we may be able to ship replacements to you. If there is significant damage to a freight shipment, please note "damaged - refused" on the bill of lading and refuse the delivery. Please contact us for a reshipment. It is the customer's responsibility to note any damage/shortage at the time of delivery. Claims made on freight bills that are signed clear (without damage) are often denied, resulting in further incurred expense for the customer.
If your canopy arrives damaged or defective, we will replace the parts that are damaged/defective, not the whole frame. If the customer elects not to receive parts and to ship the unit back for a new replacement frame, they will incur all shipping fees.
All orders must be inspected for missing items within 3 days of receipt. Please open your package and inspect upon receipt. If a package arrives missing items, contact us immediately. After 3 days of receipt, we are not responsible for missing items from that order.
If an item is received via UPS or FedEx and found to be defective within 30 days of the purchase date, eFireplaceStore will send a replacement part at no expense to the customer. If the entire unit is defective, a replacement unit will be sent or a credit will be issued, whichever the customer chooses. If an item is shipped via freight and found to be defective within 30 days of the purchase date, eFireplaceStore will have the replacement part sent to the customer at no expense. If the customer does not want the replacement parts and simply wants to return the entire unit, they will be responsible for all shipping fees. We will not accept defective returns after 30 days of the purchase date. If it is outside the 30 days, the customer will need to contact the manufacturer directly for replacement items.
Undeliverable or Refused Shipments
Undeliverable or refused merchandise will be charged for the freight charges both ways.
Please keep in mind that while our online store is hosted by AWS, we are completely independent and unaffiliated from Amazon Stores. We are a privately owned, small business unencumbered by the Amazon Corporation.
We will never sell, trade, or rent any customer or gift recipient e-mail address or personal information to any third party. Nor will we share this information with any third party except to the extent necessary to fulfill an order or when the outside party is strictly acting on our behalf with no independent right to use the information we provide. We may provide aggregate statistics about our customers, sales, traffic patterns, and related site information to certain reputable third party vendors but these statistics will not include any identifying personal information. We may disclose personal information in the event that if we are required by law however. Accordingly, you authorize us to disclose any and all information about you to law enforcement or other governmental official as we deem necessary or appropriate with any investigation of fraud, intellectual property infringements, piracy, or other unlawful activity that is illegal and that may expose us to legal liability.
Our order form collects customer contact information such as name, address, e-mail address, telephone number, and credit card financial information needed to process and bill an order. We take numerous precautions to protect customer information and the sensitive information that is submitted to us is protected both online and offline.
The contact information is necessary to personalize and send information about orders to our customers, to fulfill and notify you of delivery, and to get in touch with you if necessary for customer service or questions about an order. We may also use customer information and the Internet Protocol (IP) address used to connect your computer to the Internet to improve the content of our site, to improve your shopping experience, and for marketing and promotional purposes.
We also collect contact information about gift recipients to ensure correct gift delivery. We may send special offers and information about new items or features to our valued customers and gift recipients from time to time. The recipient may always opt out of receiving future mailings.
Customers may join our mailing list by choosing to register on our home page or during the checkout process. You can contact us to unsubscribe and we will remove your name and e-mail address from any future mailings. A page of our site is forwarded to the specified e-mail recipient only when you use the Refer-a-Friend feature on our site.
eFireplaceStore.com reserves the right to refuse a sale at any time for any reason.
We understand and share your concern about security and privacy. It is reassuring to know that it is statistically safer to use your credit card on the web than to use it in a store or restaurant. The information that you provide when placing an order with us (e.g. your name, address, and credit card information) is secure. It cannot be read or tampered with during transmission.
eFireplaceStore.com is hosted by Amazon Web Hosting on its secure servers and our orders are processed using their shopping cart. Our checkout process uses industry standard TLS (Transport Layer Security) technology to encrypt and scramble all personal information including your name, address, and credit card information so that it may not be read by others as it travels over the Internet. Transport Layer Security encryption is employed during checkout when our site URL in your browser changes from "http" to "https". The "s" indicates that you are in a secure area. Your browser may also show a pop-up window when you are here.
For your security, we authorize your credit card after we obtain confirmation that your card is a valid number and has not been reported lost or stolen. We also verify that the "Bill To" address matches the address on the credit card used. It is not uncommon for a request for credit card authorization to fail at times. We will contact you if we experience such difficulties and you may wish to provide another credit card.
Email is not encrypted so please do not transmit your credit card number via e-mail.
Under the Fair Credit Billing Act, the maximum amount that your bank can require you pay for any fraudulent charge on your credit card is up to $50. Notify your credit card company immediately should you ever suspect a fraudulent charge on your credit card as you would for any other unauthorized charge.
Website Prices & Typographical Errors
Items in your Shopping Cart will always reflect the most recent price displayed on the item's product detail page. Please note that this price may differ from the price shown for the item when you first placed it in your cart. Placing an item in your cart does not reserve the price shown at that time. It is also possible that an item's price may increase between the time you place it in your cart and the time you purchase it. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.
eFireplaceStore strives to provide accurate information and pricing for each item. Despite our best efforts, a small number of the items on our website may be mispriced. In the event a product is listed at an incorrect price due to typographical error or error in pricing information received from our suppliers, eFireplaceStore shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. eFireplaceStore shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, eFireplaceStore shall immediately issue a credit to your credit card account in the amount of the incorrect price.
eFireplaceStore reserves the right to refuse a sale at any time for any reason.
User Reviews, Comments, Communications and Other Content
eFireplaceStore.com gives visitors permission to post reviews, comments, photos, or other content; to send communication; to submit comments, questions, suggestions, or other information. However, this permission does not include content that is illegal, obscene, threatening, defamatory, objectionable, consists of or contains malicious or destructive programming or coding, contains political campaigning, commercial solicitation, chain letters, mass mailing or any content that could be deemed as "spam," an invasion of privacy - theirs or of another party, infringes intellectual property rights, or is in any way injurious to third parties. Visitors may not use false e-mail addresses, impersonate any person or entity, or is in any way misleading as to the origin of the content that they submit to eFireplaceStore.com. eFireplaceStore.com reserves the right to remove or edit such content, when deemed necessary. However, eFireplaceStore.com does not incur the obligation to regularly review and police third-party posted content.
Any visitor choosing to post content or submit any type of material, unless indicated otherwise by eFireplaceStore.com itself, grants eFireplaceStore.com a nonexclusive, royalty-free, perpetual and irrevocable right to use, reproduce, modify, adapt, publish, translate and sublicense as eFireplaceStore.com sees fit. This content can be distributed, displayed, and used in media throughout the world. Any content submitted is done so giving eFireplaceStore.com and any sublicensees the right to use the name that you submit in connection with such content, if they choose. By posting or submitting content to eFireplaceStore.com, you represent and warrant that you own or otherwise control all of the rights to the content that you have posted; that the content is accurate to the best of your abilities and knowledge; that use of the content that you supply does not violate this policy and will not cause injury to any person or entity; that you will indemnify eFireplaceStore.com for all claims resulting from any content you supply. eFireplaceStore.com has the right, but not the obligation, to monitor and either edit, or remove any activity or content provided to eFireplaceStore.com. eFireplaceStore.com takes no responsibility and assumes no liability for any content posted by visitors or any third party.