Returns, damage & warranty
Returns, damage & warranty
What we cover, what you're responsible for — in plain language.
Damaged in transit
Note any damage on the delivery receipt, take photos, and contact us right away. For concealed damage found after unboxing, contact us as soon as you find it. We'll take it up with the distributor and manufacturer.
Returns (change of mind)
| Term | What it means for you |
|---|---|
| Window | 30 days from delivery. Call first — unauthorized returns can't be accepted at the warehouse. |
| Condition | Unused, unassembled, uninstalled, in original packaging with all accessories and paperwork. |
| Restocking fee | A 20% restocking fee applies and is deducted from the refund. |
| Return shipping | Paid by you unless the return is due to our error or a defect. On a crated freight item this can be several hundred dollars — we'll quote it before anything moves. |
| Not returnable | Special-order, custom-finish and made-to-order items; anything assembled, used or missing packaging. |
| Refund timing | 5–10 business days to your original payment method after the item is received and inspected. |
Cancellations
Call (814) 440-4817 within 24 hours of ordering and we'll cancel or correct the order; see the cancellation policy for the fee terms. Before an order ships we can almost always fix a size or fuel selection at no cost — after it ships, the return terms above apply.
Warranty
Everything we sell is factory-new and covered by the manufacturer's limited warranty, with the exact terms quoted on each product page from the manufacturer's own document. The warranty applies because we are an authorized dealer; if something fails, call us first and we'll help you work the claim with the manufacturer.
The full legal text is in our Refund policy.
Questions people ask before spending this much
Straight answers, before you order
Returns, cancellations & warranty
Can I return it?
Yes, within 30 days of delivery, if it's unused, unassembled and in the original packaging. Approved returns carry a 20% restocking fee and the customer covers return freight unless the return is due to our error or a defect — on a large freight item that is real money, which is exactly why we check the size and setup with you before you order. Special-order and custom-finish items can't be returned. Full terms: Refund policy.
What if I ordered the wrong size or fuel type?
Call the moment you notice. Orders can be cancelled or corrected by phone within 24 hours (see our cancellation policy), and before shipment we can usually fix a size or fuel selection at no cost. After it ships, the return terms above apply — so call or text (814) 440-4817 with your dimensions first and let us confirm the configuration.
How does the warranty work if something fails?
You're covered by the manufacturer's limited warranty (the terms are on each product page, sourced from the manufacturer's own document). It applies because we are an authorized dealer. If something fails, call us first and we'll help you work the claim with the manufacturer.
Shipping & delivery
Is freight included? Any liftgate or fuel fees?
Freight is included to the 48 contiguous states, liftgate included, with no surcharges at checkout. Alaska, Hawaii, U.S. territories and international are quote-only — call before ordering.
How long until it arrives?
In-stock items typically ship in 1-3 business days, and freight items are delivered in 1-2 weeks from your order, with liftgate delivery. We provide tracking once it ships. Parcel items (accessories, some mantels and electric units) take about 5–10 business days by UPS/FedEx after they ship. Each product page shows the ships-in window; items with a longer manufacturer lead time say so on the page.
Will the freight carrier call me? What if I'm not home?
Delivery arrangements depend on the carrier; we'll confirm how yours will be delivered once it ships. Put a phone number you'll answer on the order. Delivery is curbside on a liftgate; the driver is not required to bring it inside, so plan to have a hand available.
What happens if it arrives damaged?
Look the crate over before you sign, write any damage on the delivery receipt (even "box damaged"), take a couple of photos, and contact us right away. For damage you find after unboxing, contact us as soon as you see it. We'll take it up with the distributor and manufacturer.
Do you deliver to Alaska, Hawaii or Canada?
By quote only. Call (814) 440-4817 with the product and address and we'll get a real freight cost before you commit.
