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Refunds, Returns, and Shipping Policies

SHIPPING

Free Shipping on all purchases over $99. Colorado Fireplace Supply ships nation-wide to the lower 48 continental states. All purchases within the state of Colorado are available for delivery. Any purchases under $99 in value are subject to standard shipping charges.

Orders usually ship within 5-7 business days or less. Colorado Fireplace Supply uses standard carriers such as USPS and UPS. All heavy goods such as fireplaces are shipped on pallet via freight. You are required to be available for a delivery appointment. Delivery appointments will be scheduled when the shipment is in your area and the freight company will contact the phone number provided during checkout. Fireplace purchases within the state of Colorado are delivered by Colorado Fireplace Supply. Customer service will contact customers in Colorado to schedule a delivery time for fireplaces. When receiving a shipment upon delivery it is important that you inspect the item(s) before accepting them from the shipping courier. 

Damaged Items: If your shipment is received damaged, a claim must be made within 3 days 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. In most cases, the purchase price and the original shipping costs (if charged) will be refunded to the original purchaser or we will send a replacement (whatever the customer decides).

Freight Shipments

Please note: delivery of a freight order will require a signature. The carrier will call approximately 24 hours before delivery to schedule a delivery appointment spanning a 4-hour period during normal business hours. Please include a daytime phone number in the shipping information at check out. 

Damaged Freight Items

It is your responsibility as the recipient known as the "consignee" to thoroughly inspect your freight delivery and report any damage; failure to do so can void replacement or refunds for the damage and Colorado Fireplace Supply will be released of all responsibilities. Regarding freight deliveries, if any damages to the shipped items have occurred, note "Damaged" on the BILL OF LADING (BOL) served at the time of delivery and DO NOT SIGN the document. Immediately contact customer service at 800-358-3420 after refusing shipment. If the Bill of Lading is signed, this may affect the refund, exchange, or reimbursement allowed to you which will then be up to the sole discretion of the shipping company.

RETURNS

Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange. If a return is needed to be completed within the 14 day policy, contact customer service at 800-358-3420. We accept returns as long as the item is returned in original condition. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item shows any signs of use, wear, abuse, or is in any other condition than the condition at delivery, the customer may or may not be eligible for a refund.

Refunds are solely up to the discrepancy of Colorado Fireplace Supply. You will be responsible for paying for your own shipping and delivery costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance as Colorado Fireplace supply cannot guarantee that we will receive your returned item.

When receiving a shipment upon delivery it is important that you inspect the item(s) before accepting them from the shipping courier. Regarding freight deliveries, if any damages to the shipped items have occurred, note "Damaged" on the BILL OF LADING (BOL) served at the time of delivery and DO NOT SIGN the document. Immediately contact customer service at 800-358-3420 after refusing shipment. If the Bill of Lading is signed, this may affect the refund, exchange, or reimbursement allowed to you which will then be up to the sole discretion of the shipping company. Please do not send your purchase back to the manufacturer. Please contact customer service at 800-358-3420 if you need to return your purchase or send us an email at info@coloradofireplacesupply.com to receive an RMA form. Once the RMA is submitted, send your item to: 12104 Kaufman Pt. Peyton Colorado US 80831.

NON RETURNABLE ITEMS

Venting material is not eligible for returns. Please verify you have purchased the correct venting material for your installation job. Spray paint and cleaners are also not returnable.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance as Colorado Fireplace supply cannot guarantee that we will receive your returned item.

REFUNDS

Shipping costs on initial purchase are non-refundable. Refunds issued on products over $900 are automatically subject to a 20% restocking fee. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. There are certain situations where only partial refunds are granted (if applicable). This may be on any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Late or Missing Refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again and then contact your credit card company. It may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@coloradofireplacesupply.com.

CLEARANCE ITEMS

Only regular priced items may be returned. All clearance items are final sale and cannot be returned.

EXCHANGES

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We only replace items if they are defective or damaged due to manufacturer error. It is important that you inspect the item(s) before accepting them from the shipping courier. Regarding freight deliveries, if any damages to the shipped items have occurred, note "Damaged" on the BILL OF LADING (BOL) served at the time of delivery and DO NOT SIGN the document. Immediately contact customer service at 800-358-3420 after refusing shipment. If the Bill of Lading is signed, this may affect the refund, exchange, or reimbursement allowed to you which will then be up to the sole discretion of the shipping company. Please contact customer service at 800-358-3420 if you need to exchange the original item for the same item or send us an email at info@coloradofireplacesupply.com to receive an RMA form. Once the RMA is submitted, send your item to: 12104 Kaufman Pt. Peyton Colorado US 80831.