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FAQs

 

SHIPPING

Q:How do I track my order?
A:Once order is processed and shipped a confirmation email be sent to you with tracking information.

Q:What to do when I have a missing items in my order?
A:Please contact us immediately at sales@starwoodfireplaces.com or by phone +1-888-400-7749.

Q:When will my order be processed?
A: Upon placing your order, please allow 2 to 3 business days to have your order processed and shipped. Please contact us if tracking confirmation is not received after 6 business days from the day you completed your Order.

Q:Is my order eligible for free shipping?
A:All items are shipped for free within USA

Q: How long does shipping take?
A: Shipping will take 4 to 7 days from the day order is processed.

Q: Is your website secure with my personal information?
A: Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will be used one-time only upon purchasing of your product. Then your credit card information will be purged.

Q: Does Starwood Fireplaces provide a Quality guarantee for all the products being sold?
A: Absolutely! If you do not like the product or find damages to the product, contact us immediately! We do all we can to ensure your best shopping experience. You can simply contact us and we'll get it addressed!


RETURNS

Q:How do I return an item?
A:To return an item, please contact us within 30 days from the day delivery was made. Kindly provide Order number as well as the reason for your return. Our customer service team will review your return request and will provide further instructions if the return is approved.

Q:Will shipping be covered for my returns?
A:The Customer is responsible for all return shipping and any other miscellaneous fees, with an exemption if the product(s) was defective.

Q:What if the item(s) I received is damaged or defective or incorrect?
A:Please contact us within 7 days from the date delivery was made. Please include your Order number, photographs of the item and all related references.

Q:How long is the returns process?
A:Processing returns may take up to 15 business days from the day we receive your return. We will send email confirmation once your return has been processed.

Q:When will I receive my refund?
A:All refunds will be credited to your original form of payment. If you paid by credit, refunds will be sent to the card-issuing bank within 5-7 business days of receipt of the returned item or cancellation request.