HomeShipping Policy
Shipping Policy
Our in-stock orders will take about 7-14 business days to reach a customer. Any Specials Orders will take approximately 3 to 6 weeks. We ship to continental U.S. locations only.
All large shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, we cannot be held responsible for damages that may occur during delivery, or that may have occurred during shipping . It is the customers’ responsibility to inform us of any problems with this type of delivery at the time of purchase. We are not responsible for shipping costs on merchandise not delivered due to a shipping company’s inability to deliver to a particular location. Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. In home delivery is not available. Customer Remote, hard-to-reach areas or in some cases deliveries in large metro areas may incur additional shipping fees. This applies to Free Shipping and regular shipping orders. If this is the case with your order, a Customer Services representative will contact you promptly to notify you of the additional charges.
If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.
Undeliverable or Refused Shipments: Undeliverable or Refused merchandise will be charged for the freight charges both ways and 15% restocking fee.
We use UPS for smaller items, and larger items are shipped freight. We reserve the right to choose which freight company carries your shipment. We have no control, however, over the shipping companies (freight or UPS). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot promise a deliver on a certain day, and we can only approximate delivery times.
Freight Shipments *****IMPORTANT*****
Customers are required to thoroughly inspect all packages and boxes. Failure to do so will bar the customer from recovery for undiscovered damages. As per the policies and regulations of the freight companies, shipping liability is transferred to the customer once goods are delivered and signed for. Please do not automatically assume that the contents of your packages are undamaged, simply because the boxes appear intact. Even if the truck driver is impatient or rushed, please keep in mind that this transfer of liability is taking place, making the customer ultimately responsible for undiscovered damages. Please note any damages on the delivery receipt and notify us right away.
Damaged Items: If your shipment (other than Freight Shipments) is received damaged, you must notify us within 24 HRS of receipt - Please open your package and inspect upon receipt. If a package arrives damaged, save all packing materials and contact us immediately. We will file a claim with the shipping company.
Wrong Products Received: If you were shipped a different product than you ordered, please contact us at Rayjohnsonjr@firemagicoutlet.com or 757-497-8074 within 48 hours of receiving the product. We will provide an RMA number and instructions on how and where to ship back.**Return Policy: Any item ordered may be returned in the original,unopened box and unused . Time limits on returns will be 15 Days. Customer will be responsible for shipping the item back to Ray Johnson's Fireplace & Patio. The refund to the customer will be minus the shipping cost to the customer. Although we ship all items free of charge to the customer, Shipping does have a cost to our business and will be subtracted from the customers refund. Proof of Shipping Charges will be provided to the customer.