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Shipping Policy

FREE SHIPPING ON ALL ORDERS TO THE LOWER 48 USA
We offer standard free shipping within the Continental US. If you chose our free shipping, expect your order to arrive within 4-14 business days. Sorry to our friends in Hawaii, Alaska and Puerto Rico. If you're in one of those locations, Please contact us at sales@starwoodfirepalces.com or 1-888-400-4479, and we will respond with a quote for additional freight charges.

StarWood Fireplaces is not responsible for any delivery error from the shipping company when the information we have provided is correct. If your package is lost or stolen, we will open a claim with the shipping company and it may take up to 10 days to resolve.

ORDER CONFIRMATION
After you place your order, you will receive a confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase. Generally, order processing takes 2 to 3 business days. Average delivery times are 4 to 14 business days depending on the brand and product you purchase.

If your item happens to be on back order, or is otherwise unavailable, we will let you know via email and you will decide whether to wait for the item to become available or cancel your order. Once your item(s) are available for immediate shipment, we will ship the order.

RECEIVING YOUR SHIPMENT STEPS:

1. Take a picture of the package before you accept it from the carrier, on or off the truck.

2. Inspect the box for damages.

3. Sign the delivery receipt:
If the item is damaged, write "Damage" on the delivery receipt, then sign. If you didn't have a chance to open the box and thoroughly check, write "Subject to concealed damage" on the delivery receipt, then sign.

4. Inspect your delivery carefully. Report any damaged or missing items within 24 hours of delivery to support@Starwoodfireplaces.com. Please retain all original packaging (including shipping pallet, if applicable) in the event that a return is required.

Following these steps will protect you in case of any damages and make the process of replacing the damaged and/or missing items much smoother.

Starwood Fireplaces will not be responsible for the cost of repairs or replacement of damaged items if there is no notation about the damage on the freight delivery receipt or if the damage was reported later than 24 hours after delivery.

DAMAGES

In the unlikely event that an item you ordered arrives damaged, you may return the item for a replacement or a full refund, as long as you report the issue within 24 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.

To report damage, take pictures of the damaged item and the box with shipping label clearly visible and email them to us: support@Starwoodfireplaces.com within 24 hours after delivery.

Important Note About Deliveries by Freight

We encourage you to take a picture and inspect the packaging of the item before you accept the item from the carrier. It is imperative to 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. DO NOT SIGN the delivery slip until items have been inspected.

If the item is damaged, 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.
As a general rule of thumb, DO NOT refuse a shipment even if there is damage. In most situations, it is better to accept delivery of your order and allow us to address the problem on location. Refusing a shipment may cause a delay in the claims process and also result in a re-delivery charge. No goods are returnable for any reason without our authorization. Please report any damages or concerns to support@Starwoodfireplaces.com within 24 hours of delivery.

Starwood Fireplaces cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation about the damage on the freight delivery receipt or if the damage was reported later than 24 hours after delivery.

MISSING ITEMS
In the unlikely event your order is missing any items or parts, it is essential that you notify us within 24 hours of delivery. To report a missing item, please email support@Starwoodfireplaces.com.

Starwood Fireplaces will not be held responsible for any missing item claims received beyond 24 hours.