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Shipping Destinations
Currently our shipping is limited to the continental U.S.A. We are endeavoring
to extend our shipping destinations. We thank you for visiting our site.
If we can be of further assistance, please contact us directly at
customerservice@fireplacelogsplus.com
Shipping Policy
It is the customer's responsibility to check all quantities of packages and inspect for damaged or missing packages. We cannot guarantee any particular day or time of delivery. Shortages and damages must be reported within 24 hours after delivery. Make sure that anyone assisting you is familiar with this policy. They assume the responsibility that these procedures have been followed. After 24 hours, we assume all goods have been delivered in full and in good condition.
Most orders will be received in 7 to 10 business days. All items on our website can be shipped via UPS unless otherwise noted.
Do not return goods without securing written permission from us and a return goods authorization number (RGA). We will not accept any product without an RGA number. Authorized returns that are due to no error on our part, will not be credited the actual freight charge. Fireplace Logs Plus does not pay the return freight on any return that is not due to an error on our part. Some items are not returnable; see our Return Policy for full details.
Return Policy
We will accept most any item we sell as a return for full credit less shipping costs within 15 days of receiving the product(s), except chemicals, parts and special order items. After 15 days the product manufacturer becomes responsible with the limitation of their specific warranties. You are responsible for all shipping charges back to us.
There is a 20% restocking fee for all returns and the customer is responsible for return shipping costs. The exception to this policy is when an item is shipped incorrectly or damaged from one of our shipping warehouses. To receive refunds on returned goods, the items cannot be damaged from installation, must be in their original containers in good condition with all of the parts and instructions inside. Some of our products are shipped from different locations.
Please e-mail customer service with your name, e-mail address, phone number, the item and reason for return in order to obtain a RGA number, and we can then give you the correct return address along your RGA number.
The customer is responsible for the safe and undamaged return of all items. Do not reuse packing or shipping boxes that have been damaged. Upon receiving the item(s) back, we will inspect them to make sure all the parts, including installation instructions and documentation are returned. Damaged or missing items will be deducted from your refund. Ship all items with signature required and insured. Failure to do so could result in no refund, if it is clear that we have not received the item back. There are no refunds on products that have been misused, abused or rendered unless as a result of improper use or installation.
Questions about our products or website?
Please direct all questions to customerservice@fireplacelogsplus.com.
We will generally respond to your e-mails within 24 hours. You may also call 269-208-1766 for assistance.
Refund Amount
Shipping charges are non-refundable.
There is a 20% restocking fee for all returns.
Damaged or missing items will be deducted from your refund.
Pricing
As we increase the number of items offered on our website, the chances increase that an item may be shown with an incorrect price. We will make ever effort to avoid these kinds of errors but they can happen. If we make a mistake on an item you want to purchase, we will attempt to honor that price if at all possible. Unfortunately, there may be times we cannot honor an incorrect price, and therefore we reserve the right to cancel any order.
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