Shipping policy

ORDER CONFIRMATION

As soon as you place your order, you will receive an order confirmation via e-mail.

We process the payment and ship your order within two business days. 

We will send you tracking information within 1 business day of your order leaving the warehouse to the e-mail address provided.

 

You can track your package online or on the phone with the carrier. 

Be sure to contact us if anything seems unusual with the progress of the shipment.

                                

FAST, FREE SHIPPING ON ALL ORDERS TO THE CONTIGUOUS US

We offer standard free shipping on all electric fireplace units.  We do not currently provide shipping to Alaska, Hawaii or USA Territories. 

 

Average delivery times are between 3 to 10 business days.

 

We recommend you schedule your installation after your unit has been delivered and inspected.

 

HOW WE SHIP

Shipments are delivered curbside, with a delivery appointment and a signature required to receive the shipment. 

 

All shipments require the shipping company to contact the customer prior to delivery.  If an item is unable to be delivered because we cannot get hold of the customer over telephone, or email within 48 hours, the order will be treated as a return and subject to our returns policy. 

Please check carefully at order confirmation that we have the correct contact information.  

 

DELIVERY

Free curbside delivery is included in the item cost and provides delivery of your item(s) to the curbside at the end of your driveway. 

When your shipment arrives at a nearby terminal, you will be contacted by the freight carrier to schedule a delivery appointment.

 

You may need assistance to move the package indoors or you might unbox the shipment and carry each piece inside individually.

 

Threshold delivery is available on all items for an additional charge of $100.  Threshold delivery consists of item placement to the first dry area on your property, such as a garage or inside your front door.

Missed delivery

Ambe Fireplaces will not be held responsible for any missed delivery appointments. If you have scheduled a delivery appointment and are not present at the scheduled appointment time, you will be responsible for any fees that are incurred as a result, which may include missed delivery and/or storage fees.

These fees must be paid in full before we can release your order for re-delivery. If delivery is not rescheduled within 2 business days, the shipment will be returned to us and treated as a return and subject to our returns policy. 

If the unit is returned to us, we will issue a refund back to your method of payment in the amount of the original order minus inbound and outbound shipping fees, along with any associated missed delivery and/or storage fees.

 

Ambe Fireplaces are not responsible for any delivery error from the shipping company when the information we have provided is correct.

 

 

RECEIVING YOUR SHIPMENT

At the time of delivery an adult is required to inspect the package for damages and sign the delivery receipt.

We encourage you to take a picture and inspect the packaging of the item before you accept the item from the carrier.

 

Please make a note on the delivery receipt if you find any irregularities to the packaging prior to the delivery agent leaving. This includes torn shrink wrap, dents and/or tears in packaging, damage to pallet, etc.

 

If there are visible signs of damages to the packaging, please refuse the shipment or write "Damaged" on the delivery receipt, then sign.

If you don't have a chance to open the box and thoroughly check, write "Subject to concealed damage" on the delivery receipt, then sign.

Please report any damages or concerns within 48 hours of delivery.

 

Please retain all original packaging (including shipping pallet, if applicable) in the event that a return is required.

 

 

 

 

DAMAGES

We are committed to making sure you are satisfied with our products. Please inspect your order upon delivery and contact us within 48 hours if the item is defective, damaged or you receive the wrong item, so that we can evaluate the issue and make it right.

 

In the unlikely event that an item arrives damaged, you may return the item for a replacement or a full refund, as long as you report the issue within 48 hours and make a note on the freight delivery receipt that the item is damaged.

 

You will not be responsible for the shipping costs to return or replace the item if it arrives damaged. 

 

MISSING ITEMS

In the unlikely event your order is missing any items or parts, it is essential that you notify us within 48 hours of delivery.

 

LOST PACKAGES

We highly recommend tracking the shipping status of your order. In the unlikely event your package shows delivered on the carrier’s tracking website but you have not received your item, it is essential that you report the lost package incident to us within 5 days after the tracking status shows delivered.