Because we value you as a customer and respect your Internet time allowances, Ventless-Gel-Fireplace.com does not rent, sell, or lease its customer lists to third parties. As a valued customer we may use e-mail from time to time to notify you of closeouts, follow-up information, and deliver the services you have requested on your order.
Order Tracking Policy
Third-Party Web Beacons: We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website. Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo!, click here.
Most orders are shipped via UPS or FedEx. Most items are shipped from the manufacturer's warehouse directly to you. Shipping only applies to the 48 continental United States. We do not ship to Alaska or Hawaii. If the item you ordered is not in stock we will notify you ASAP and you can then decide to choose a substitute item or your money will be refunded.
Note: Please carefully inspect your purchase immediately upon arrival for any damage or defects. You must keep original packaging until you have inspected your items and found them satisfactory.
Most orders ship from the warehouse within 2-10 business days, if not sooner. Time in transit may vary and can take up to 6 business days to deliver an order, depending on the distance, weather or traffic Most orders are delivered within two weeks, except during the holiday periods when shipping times may exceed that limit. We cannot be held accountable for delays involving shipment handled by the courier.
We guarantee against manufacturer's defects for 30 days from the date of purchase. Return authorization must be obtained before returning any product. We may not be held liable for any misuse of our products. This warranty does not cover claims for damage due to abuse, neglect, or alteration. In such cases as shipping or packaging damages may incur, please preview our return policy below. We will certainly help with the filing of any claims as a result of packaging or shipping damages where the manufacturer or courier is liable.
We cannot be held responsible for any shipping delays due to UPS handling of orders during the holiday rush season.
Any orders that have been lost or damaged in shipment must be handled through the courier or Freight Forwarder Claims, as we do not issue direct refunds for lost or damaged items. Simply contact us and we will help with all lost or damaged item claims and make sure the issue is satisfactory addressed.
All merchandise shipped is considered sold and non-returnable unless authorized via email. Returns will be accepted only within 7 days after the shipment is delivered. All returns must be sent freight pre-paid at the sender's expense. Authorized non-defective returns will be subject to a 20% restocking fee. All products must be shipped via UPS or FedEx only, and the tracking number must be provided to us prior to product arrival. All returned merchandise must be in original purchased condition. If any of these steps above or below are not followed, penalties will be accessed to your refund.
1. Original Exterior Corrugated Material, or $30 Penalty
2. Original Interior Corrugated Material and All Components Re-Bubble Wrapped, or $50 Penalty
3. No Indication of Burning and All Included Sunjel, or $150 Penalty
If UPS damages the product during shipment or delivery, then we must be notified immediately to submit a claim with UPS. If we are not given the opportunity to file a claim and have investigation done of this damage, then all penalties and the 20% restocking fee will apply--no exceptions. A UPS claim can take up to 14 business days, and we must wait patiently for UPS to do their job properly in order for the appropriate refund to take place. We can not be held accountable for delays involving UPS.
If you have any questions or comments about our shipping policies, please contact us at:
Shipping time during our busy season can sometimes be extended. From September 30 to January 30 of each year, please allow 2 - 3 weeks shipping from when you place an order to the time you receive it.
If you would like to cancel an order you must send us an email stating that you would like to cancel it. You must cancel your order before it has been processed.
If your order has already entered the "Shipping Process," it cannot be canceled.
The "Shipping Process"
Your order has already been shipped out of the warehouse.
Your order has already been picked for shipping.
Your order has already been forwarded to the manufacturer for shipping. This actually only takes about three hours from the time you make your purchase. We try to process orders quickly in order to serve you better. That may cause conflict in cancellation.
If any of the conditions listed above have been met, your order cannot be canceled.
In this circumstance and under these conditions, you must return the item according to our return policy.
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