Shipping & Order Status
Most items we sell ship via UPS, USPS, or Fed Ex. We do have some items that require freight line shipping. If an item must ship freight line the customer is responsible for coordinating with the shipping company for delivery. A phone number is required at check out for all freight line items.
We try our best to get your item out as soon as possible. Many items that we sell are in stock and ship within 24 hours of purchase. Most stock items ship at least within 1-5 business days, depending on order volume unless otherwise stated in the item description. Some items are shipped from warehouses at different locations. Most of our warehouses ship items out within 2-3 business days but some items may take up to 10 business days depending on the warehouse. Customized items may take longer for manufactoring and delivery. We make every effort to ensure the fastest possible delivery. Business days are Monday through Friday. If you need an item by a certain date, please contact us to verify shipping options to meet your needs. We will be more than happy to try to get it to you by that date.
Your satisfaction is our utmost priority. We will do our best to satisfy your requirements. We offer a 30 Day Limited Money Back Guarantee return policy. Any unused, resalable merchandise in original condition and in their original boxes or packages may be returned for exchange or refund within 30 days of the order date. The returned item must be in the original box with all paperwork. The item must be unused. We will refund the product price only. Inbound and outbound shipping costs will not be refunded. Orders that received discounted or free shipping will be charged for initial shipping cost as well as returning shipping cost.
Any gas or fireplace item that has been used or installed is not returnable for any reason. All items which are shipped via freight will be charged a 15% restocking fee regardless if they have been opened or not. The customer will also incur the expense of all shipping charges, even if the order was sent with free or discounted shipping. Inbound and outbound shipping costs will not be refunded. Orders that received discounted or free shipping will be charged for initial shipping cost as well as returning shipping cost. Any returns shipped via freight collect to the return address will be refused and returned to shipper. We will not cover the return shipping fees.
It is the responsibility of the customer to return the product in the same new/undamaged condition which it was received. Any return product received damaged in shipping will not be eligible for a credit. We are not responsible for items received damaged. The customer will need to file an insurance claim with the carrier for damaged items and to be reimbursed for the insured amount.
For returns on items that are not damaged or defective, please contact a Customer Service Representative within 30 days of receipt of your merchandise via email at email@example.com. Please include your order number and the reason for your return in your email. We will respond with a Return Authorization Number and instructions for returning the item to us. All returns MUST have a Return Merchandise Authorization (RMA) Number. All returns received without an RMA number will be shipped back at the customer's expense.
Damaged Items: If your shipment is received damaged, a claim must be made within 14 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 to the customer will be refunded to the original purchaser or we will send a replacement (whatever the customer decides). If your order is shipped via freight, you must inspect all packages upon delivery. If there is any damage, it is the customer's responsibility to report the damage to the driver at that time to ensure any damage is covered by insurance.
Exception to Return Policy: The following items are not returnable at any time for any reason if they have been installed or burned gas logs, gas stoves, wood burning stoves, chimeneas, fire pits, or any other product associated with gas (natural or propane) or fire. This is a liability issue and we are not responsible for any items once they have been installed and/or burned. If the item is believed to be defective, we will be happy to assist you with the warranty process through the manufacturer to resolve the problem.
Missing Items: All orders must be inspected for missing items within 14 days of receipt - Please open your package and inspect upon receipt. If a package arrives missing items, contact us immediately. After 14 days, we are not responsible for missing items from order.
Defective or incorrect Items: If an item is received via carrier and found to be defective or incorrect within 14 days of the purchase date, we will send a replacement part at no expense to the customer. If the entire unit is defective or incorrect, a replacement unit will be sent or a credit will be issued, whichever the customer chooses. If an item is shipped via freight and found to be defective or incorrect within 14 days of the purchase date, we will have the replacement part sent to the customer at no expense. If the customer does not want the replacement parts and simply wants to return the entire unit, they will be responsible for all shipping fees. We will not accept defective or incorrect returns after 14 days of the purchase date. If it is outside of 14 days, the customer will need to contact the manufacturer directly for replacement items on defective items.
Undeliverable or Refused Shipments: Undeliverable or Refused merchandise will be charged for the freight charges both ways.
Custom order items: Custom made to order items are non-returnable. If item appears to be damaged in shipping contact customer service within 5 days to place claim with shipper. Once shipper has determined item was damaged in transit a refund or replacement will issued.
ATS Chimney Supply is committed to protecting your privacy. We will not sell or disclose any information that identifies you to a third party without your prior approval. We may use the information we collect to periodically notify you about new services or special offers we think you'll find valuable. If you would rather not receive this information, you may send an e-mail to firstname.lastname@example.org with 'unsubscribe' as the subject line.
ATS Chimney Supply does not sell, trade or rent your personal information to others.