Freight & Shipping Policies
The Fire Place Ltd strives to get you the order you have placed with us by the most cost-effective means, while also taking into consideration that you receive the product in excellent condition.
*Placing Your Order:
We recommend all orders be emailed or faxed to us to insure accuracy, but we will also accept phone orders. You may request to have an order confirmation emailed to you for every order that you place. This allows you to verify that your purchase order was received by us and entered correctly.
*Shipping Your Order:
Orders are shipped via the best method at The Fire Place Ltd discretion, unless a particular carrier is specified by the customer. We make every effort to combine orders shipping to one location to save on transit costs whenever possible. However, due to varying circumstances, some orders may incur more than one freight charge. These charges are the responsibility of the recipient.
Our standard carriers include, but are not limited to, Speedee Delivery Service, UPS, and various LTL freight carriers depending on your market location.
*Parcel Package Service:
Orders that are shipped via parcel carrier (Speedee Delivery, UPS) will generally have the shipping charges added to the sales order and will be invoiced along with the product shipped.
*LTL Freight Shipments:
Orders shipped via LTL freight carrier (palletized and/or larger shipments) will be sent ‘freight collect’ and the carrier will collect for shipping upon delivery, unless prior arrangements have been made direct with the carrier.
Please specify if this shipment will be delivered to a residential address, or require assistance by the driver to unload. Most carriers charge additional fees for these types of services, and the carrier may include a re-delivery fee as well if this is not specified in advance.
*Receiving Your Order:
Please inspect the shipment for damage or missing items upon receipt of the order. The freight bill will include a total piece count that can be quickly verified or use the packing slip attached to your shipment to verify the exact inventory.
In the event you have received an item that is incorrect, call our customer service department to arrange for the correct item to be sent out immediately. If the order was placed via email or fax, we can determine how the error occurred and resolve the problem quickly. If the order was placed by phone, we cannot verify how the error occurred. We will gladly take the item back without restocking charges (new condition/stock items only), however we cannot be responsible for additional freight charges to expedite return or the re-delivery of the correct item.
All claims for damage or missing items must be noted on the freight bill or noted with the driver for parcel package delivery prior to accepting the shipment. Generally, it is best to accept the shipment, so replacement items can be sent to repair or replace the damaged / missing items. This is determined on a case by case basis. Call our office within 24 hours so we can assist in resolving any issues and help file a claim with the carrier.
*Returns / Warranty:
Call our customer service department in advance of shipping or returning the item(s) to us. We will verify the status of the item(s) and provide instructions for you to arrange return delivery.
Include a copy of the original sales receipt or invoice with a notation as to the reason for return and credit will be issued to your account and applied toward future invoices.
Items being returned must be in new condition and packaged in original carton.
Returns must be made within 90 days of original invoice date.
No returns or cancellations on special order or discontinued items.
Freight charges are the responsibility of the sender. Items returned freight collect will be refused.
Freight & Shipping Policies