Returns, damage & warranty
Returns, damage & warranty
What we cover, what you're responsible for — in plain language.
Damaged in transit
Every order ships insured. Note any damage on the delivery receipt, take photos, and contact us — same day for visible damage, within 5 business days for concealed damage discovered after unboxing. We file the claim with the carrier and arrange replacement parts or a replacement unit with the manufacturer. You will not pay for freight damage.
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 | 20% of the product price, deducted from the refund. Covers the outbound freight we already paid, inspection and repackaging. |
| 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. As your authorized dealer we register the warranty and handle any claim with the factory on your behalf.
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 offer a free recommendation 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 send us 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). As your authorized dealer, we register it and handle any claim with the factory on your behalf — you call us, not a warranty hotline.
Shipping & delivery
Is freight really free? Any liftgate or fuel fees?
Free to the 48 contiguous states, liftgate included, 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 leave the warehouse within 2–4 business days. Parcel items (accessories, some mantels and electric units) then take about 5–10 business days by UPS/FedEx; freight items usually arrive within 1–2 weeks of shipping depending on your location. 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?
Yes — freight is delivered by appointment. The carrier calls the number on your order to book a window. 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?
Every order ships insured. Look the crate over before you sign, write any damage on the delivery receipt (even "box damaged"), take a couple of photos, and call or text us. We file the claim with the carrier and coordinate replacement parts or a replacement unit with the manufacturer. For concealed damage found after unboxing, contact us within 5 business days of delivery.
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.
