Shipping Policy

Order Confirmation:

As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we will start our fulfillment process. All orders are processed and shipped within 1-2 business days. Transit times vary from 5-7 business days.

Order Shipment:

We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at info@embersdirect.com

No Shipping outside the USA.

Shipping Options

Our base "Curb-side" Pickup shipping is usually completely free! This option usually takes between 5-7 days to arrive at your doorstep, after you have submitted your order. There are other options available, however. We also offer the below options for some products. Please contact us for more information about these prior to ordering.

Threshold Shipping: This involves the item being brought onto your porch, or into a sheltered/garage area.
White Glove Delivery - this includes the item being brought into your room of choice, any minor assembly, and all boxes and packaging removed from your house! Fire Pits will not be assembled.

Freight-Related Issues

When it comes to freight-related issues, we want you to be informed and protected throughout the process. Here are some key points to remember:

BOL (Bill of Lading) Signatures: Carriers and manufacturers may have their own interests in mind, which is why we advise you never to sign a BOL without adding the phrase "upon final inspection." This ensures that you have the opportunity to thoroughly inspect your delivery.
Documenting Evidence: In the event of any damage, missing items, or discrepancies, it's crucial to provide us with all possible evidence, including photographs, to support your claim. Please do so within 48 hours of receiving your shipment.
Missed 48-Hour Window: If you miss the 48-hour mark, don't worry! We encourage you to reach out to our customer service team, and we will do our best to help you resolve the issue.

What to Do When You Receive a Damaged Shipment

If you notice visible damage to your products upon delivery, we recommend the following steps:

Refuse the Shipment: Refusing the shipment automatically initiates the freight claim process, and the damaged product will be sent back to us. Make sure to take photos of the damaged products and notify our customer service team promptly.
E-mail info@embersdirect.com: Our customer service team will then submit the necessary freight claim form.

Outer Packaging Damage

If you suspect damage to the outer packaging but believe the product inside is intact, you have the option to accept the shipment. In this case, please follow these steps:

Thoroughly inspect the outer packaging.
Clearly note any damage on the BOL and sign it with "upon final inspection."

Even if there are no evident signs of damage to the outer packaging, always mark the BOL with this verbiage to protect your rights.

Concealed Damage

We strongly encourage you to inspect and open all products within 48 hours. If you discover concealed damage, please take these steps:

Notify us immediately via email.
Provide all necessary details about the concealed damage and include photographs.

Partial Shipments

The acceptance of a partial shipment depends on the carrier and circumstances. If you receive a multi-pallet delivery with only one pallet damaged, they will typically allow you to accept the undamaged freight. Please notate any damage on the BOL clearly.

Missing or Wrong Products

If you suspect that you are missing items or have received the wrong products, please:

Notate the missing or wrong items on the BOL.
Notify our customer service team via email promptly.

Rest assured, as long as we're notified promptly, we will arrange for replacements or issue credits.

Delivery Checklist

Before accepting a shipment, please follow these steps:

Confirm that the shipment is indeed yours.
Inspect and count all products to match the packing list.
Check for any damage on the products.
If the driver does not allow you to inspect the freight or refuses the shipment, do not sign the BOL and contact our customer service team via email immediately.

Upon delivery, make sure to:

Refuse the shipment if necessary.
If accepting the delivery, clearly note any damage on the BOL and sign it "upon final inspection."
Take pictures of damaged products.
Receive an exception number from the driver for electronic receipts.
Email info@embersdirect.com within 48 hours of receiving the shipment to report the issue.

Refund and Return Authorizations

For Refunds and Returns, please see our Refund and Return Policy.

We hope these guidelines help make your shipping experience with Embers Direct as smooth and worry-free as possible. If you have any questions or concerns, please don't hesitate to contact our customer service team at info@embersdirect.com. Your satisfaction is our top priority.

Thank you for choosing Embers Direct

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE

Return Policy

Cancellations & Refunds: At Embers Direct we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as custom and Made-To-Order orders, see below).

If you have questions, please send an email to info@embersdirect.com or call us at 888-418-1401

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at 888-418-1401, the chat in the bottom right, or email info@embersdirect.com any time.

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded as these products are put into production specifically for your order.

These units are custom-made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.

All sales are final for Custom made and Made-to-order products.

Refunds and Returns.

You have 60 days to initiate a return request with us from the date you receive your order. After this period, we may not be able to process your return. Please ensure that the returned items are in new, re-sellable condition. In your email, provide the following information:

Your name
Order number
Product details
Reason for return
Any relevant photographs

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur a 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product.

Shipping Times

We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages. All orders are dispatched within 1-2 business days and delivered within 5-7 business days.

Order delays have proven to be unavoidable and outside of Embers Direct control. While this might be frustrating, we ask you to please be patient and understanding with us in these tough times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are making a purchase from Embers Direct, you are acknowledging the following of the Exchange Agreement:

I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Embers Direct within 24 hours of the product being delivered.
I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.
I understand that products need to be returned unopened and unused. An additional restocking fee may occur.
I understand that if my order has left the warehouse, I am unable to receive a full refund.
I understand that the product must be returned in its original packaging and in new, re-sellable condition. Returns are not accepted for damaged or unsellable products.
I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 25%.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) arrive damaged please send photos of the damage, box, and SKU, along with a brief description of the damage to info@embersdirect.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. If you refuse a product (with the Carrier) due to damage, the freight claim will be automatically initiated by the carrier, and the product will be returned to us. Please alert our customer service team immediately so we can coordinate a replacement shipment or issue a credit.

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Returns

The Embers Direct default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error, unless otherwise stated on the product page.

Products that have been installed or burned cannot be returned through our return process. This is due to liability issues, and we are not responsible for items once they have been installed and/or burned. If you believe an item is defective, we will assist you with the warranty process.

All of our products have guaranteed warranty policies - meaning that you will 100% get a fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details.

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above.

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact info@embersdirect.com.

Chargebacks

Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact info@embersdirect.com for any questions.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.

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