Shipping, Returns and Warranty

SHIPPING

 

Free Shipping

We offer Free Curbside Shipping on orders over $999 to the continental U.S. 

Please keep in mind this is an LTL service (Less than a truckload) Any other types of services like a dedicated truck would need to be quoted in advance via customer service. 

**To ship an order to Hawaii or Alaska will require for the client to pay a surcharge.

 

Curbside Shipping 

 The shipping carrier will deliver to the curb. This service does not include set-up or assembly of items or removal of packaging materials. 

Sometimes shipping carriers will charge extra for deliveries to remote or hard-to-reach areas.  If this were the case, we will contact you before processing your order.

 

Threshold Delivery 

First Dry Areay (Front Garage/Front Porch)

**Not Inside Delivery

For items up to 500lbs.

 

White-Glove Service  

Contact us at customercare@outdoorheatdirect.com for rates, as they will vary depending on item size, weight, delivery address and other special circumstances. This service can generally include unpacking, inspection, removal/disposal of packing materials, transporting your order up or down a maximum of 2 flights of stairs and setting up merchandise in the spot of your choice. 

Important:  

Please note that our company may not be able to offer White Gove Service for items longer than 83 inches or weighing more than 800 pounds. Availability of this service is subject to change and may vary depending on your location. While we may have carriers in certain locations who can accommodate these specifications, this capability may not be available in all regions. We recommend contacting us directly to confirm the availability of white glove service for your specific needs.

 

On orders $900 and under, a shipping fee will be charged depending on the area you are located and the dimensions of the products. 

 

Important:  

Order Confirmation

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase. 

This email will include all pertinent shipping information:

If it is a made-to-order or custom product, the lead time (how long the manufacturer takes to make and ship the item) as stated in the Product Page and when can you expect delivery. 

If it is an in-stock item and available for immediate shipment (within 7 business days), we will process the charges and submit the order for shipment and let you know an ETA for your purchase.

Please be aware that if you order includes both in-stock and made-to-order/custom items, the entire order will ship toghether when all products are ready.

If an item is on back order or otherwise unavailable, we will void the pre-authorization and reach out to you and present you with all available options. 

 

Order Shipment

If your order is stock and we process the charges to your credit card, it will ship within seven business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@outdoorheatdirect.com.

 

 

RETURNS AND EXCHANGES

 

Damages:

Steps to take at the time of delivery to protect against loss:

• Carefully Examine Each Package For Damage - If damage is visible, note this fact on the delivery receipt and have the driver clearly note it on your copy. Take pictures. If the box/crate has the appearance that the contents may possibly be damaged, insist that it be opened right at that time. Both you and the driver should make joint inspections of the contents. Any concealed damage discovered should be photographed and noted on the delivery receipt and on your copy. 

• Note Any Damage On Delivery Receipt – If the package is even slightly damaged, note that fact on the delivery receipt. The driver should not be given a clear delivery receipt (one signed without exception) if there is the slightest crush, crease, scuff, or puncture on any carton. It is vital that you note the condition of any bruised or damaged packages – such as “slight crush, top right corner” – on both copies of the delivery receipt. Be as clear and detailed as possible. If the driver uses an electronic receiving device and you identify possible damage, ask the driver to make a notation on the device of the damage and ask for an “exception number”. This number is your proof that there is visible or possible concealed freight damage on your shipment.

• Immediately After Delivery, Open All Packages and Inspect For Concealed Damage - Even though the driver has left, all packages should immediately be opened and the contents inspected for possible concealed damage.

Steps To Take When Visible Or Concealed Damage is Discovered:

• Retain Damaged Items – Not only must the damaged items be held at the point where received, but the containers and all inner packing materials must be held until an inspection is made by the carrier's inspector. PLEASE DO NOT DISPOSE OF THE PACKAGING!! If we are to make a claim for concealed damage on your behalf, we require a picture of the packaging along with the claim.

• Notify us immediately – Contact us at once at customercare@outdoorheatdirect.com and we will proceed to contact the carrier to report damage and request inspection. Damage not reported within 48 hours will result in the claim being denied.  Be sure to retain a copy of your email for your claim records.

Steps To Take When Carrier Makes Inspection Of Damaged Items:

• Have Damaged Items In Unpacking Area – Make certain the damaged items have not been moved from the unpacking area where the damage was discovered. Allow inspector to inspect damaged items, cartons, inner packing materials, and freight bill. Be sure to retain your deliver receipt, it will be needed as a supporting document when the claim is filed.

• After Inspector Fills Out Inspection Report, Carefully Read it Before Signing – If you do not agree with any of the facts or conclusions made by the inspector on the report, do not sign it and call us immediately at (888) 828 8535. In the inspection report, the inspector will assess if the item can be satisfactorily repaired of if it must be replaced with a new item. A new item can be ordered only if the inspection report specified “REPLACE.”

Failure of Carrier to Make An Inspection:

• Generally a carrier, when requested to do so, will conduct and inspection of damaged goods. However, at its discretion, it may waive inspection. If it fails to make an inspection within 48 hours of the damage being reported, you should conduct your own inspection. Take as many photographs as necessary and describe clearly and in detail any and all damage discovered. 

• Forward a Copy of the Inspection Report – Send a copy of the inspection report (the carrier’s report or yours) and the delivery receipt to returns@outdoorheatdirect.com immediately for us to proceed with the claim. This must be done within 10 business days from delivery. The carrier has 120 days from the date of receipt of your claim to make settlement on interstate claims. Don’t delay us filing a claim awaiting a tardy inspection.

Steps To Take After Inspection Has Been Made

• Continue to Retain Damaged Merchandise – Even though inspection has been completed, damaged items cannot be used or disposed of without written permission from us.

• Do Not Return Damaged Items to Shipper – The return of such items should not be made without written authorization from us.

• Secure Receipt From Carrier If Damaged Items – If you surrender damaged merchandise to a carrier for salvage because it is valueless to you, be sure to secure a receipt from the driver when it is picked up. Retain that receipt.

 

Cancellations:

Because we support your right to change your mind, same-day cancellations  incur in no penalties.  After that, orders that have not shipped are subject to a 25% administration fee. There are no cancellations on orders that have already shipped, and custom and made-to-order products that have gone into production. To cancel an order please email us at customercare@outdoorheatdirect.com.

 

Returns: 

To qualify for a return please note the following:

• Product must be clean, unused and in its original packaging.
• Returns and Re-shipments shipping costs are the responsibility of the buyer
• ​Returns must be requested within the next 48 hrs from delivery.
• Refunds will only be issued to the original credit card used when placing the order.
• There is a 25% restocking fee.

There are no returns on:

• Custom products.
• Used products.
• Products without original packaging.

 

You must have a Return Authorization Number (RAN) to qualify for a return: 
Please email us at customercare@outdoorheatdirect.com to obtain a RAN and a return address. Returns may not be sent to our corporate address.

If packages are refused at the point of delivery, the buyer will be responsible for any return shipping charges and restocking fee when applicable.

 

WARRANTY

 

All products carry a 1 year warranty provided by the manufacturer against manufacturing defects (unless a different term is stated on an item's Product Page), provided the product has not been modified, abused, misused, improperly installed, maintained, and/or repaired during such period.

The manufacturer, at its discretion, will either repair or replace the defective product. Manufacturers require that "reasonable steps" have been made on-site to resolve an issue before replacing an item. These include the use of Repair kits and Touch-Up kits, and the installation of replacement parts provided by them.

Natural aging of finishes will occur. These changes over time are not considered defects. Concrete products often times present "worm holes", gaps and voids created by air bubbles in the material. This is normal and expected