Aspire By Hestan 30-Inch Built-In 2-Burner Grill

Choice of Carriers:

We partner with leading freight and parcel delivery services to ensure your items arrive in a timely and secure manner. We reserve the right to select the most appropriate carrier for your shipment based on the item size and delivery location.

Shipping & Handling:
Once an order leaves our warehouse, the control over exact delivery times and routing falls to the carrier. However, we provide estimated delivery times based on information from our logistics partners. Please note that shipping addresses cannot be changed once an order is dispatched, and specific delivery dates cannot be guaranteed.

Large Package Delivery Information

Carrier Information:For smaller items, we utilize standard courier services such as UPS and FedEx. Larger items, however, are shipped via freight services due to their size and weight requirements.

Freight Delivery:

Freight deliveries are different from standard courier deliveries:

•  Palletized Shipments: Most large items are shipped on pallets.
•  Curbside Delivery: Freight deliveries are typically made to the curb of your address; moving items beyond this point is your responsibility.
•  Lift-Gate Services: For heavy shipments, a lift-gate service is available to help lower items from the truck to the ground. Please ensure you request this service when placing your order if needed.
•  Delivery Appointments: While some freight carriers may contact you to schedule a delivery window, many do not. We will clarify in your shipping confirmation email what to expect.
•  Inspection on Arrival: It’s crucial to inspect your shipment for damage or missing items upon delivery. Note any issues on the delivery receipt and contact us within 5 days to report any problems.

Additional Shipping Details

Incorrect Address and Failed Deliveries:
Please ensure your shipping address is correct when placing your order to avoid delays and additional charges. Items returned due to incorrect addresses or failed delivery attempts will incur charges for return shipping.

Special Considerations

Delaying Shipment:
If you are not ready to receive your order immediately, you can request a delayed delivery. Please specify this during your purchase, and we will hold your items until you are ready.

Contacting Us:
For any shipping inquiries or to adjust delivery arrangements, please contact us at our support number, 740-273-9890, or via email at info@flameoutdoors.com.

Updates to Policy:
We reserve the right to update our shipping policy as needed. Changes will be communicated through our website and take immediate effect.

Returns

30-Day Return Period

You may return most new, unopened items within 30 days of delivery for a full refund or exchange. Please ensure that the item is returned in its original condition with all original packaging and accessories. The return period begins on the date the item is delivered to you.

How to Initiate a Return

1. Contact Us: To initiate a return, please email our customer service team at returns@flameoutdoors.com. Include your order number, the name of the item, and the reason for the return.
2. Wait for Approval: Do not send your item back without approval. We will review your request and send you detailed instructions and a return authorization number. Any items returned on your own without prior approval are not eligible for a refund.
3. Prepare Your Package: Pack the item securely, ensuring it has all original packaging and materials.

Specific Circumstances

•  Change of Mind: Items must be in new and unused condition. The customer is responsible for return shipping costs.
•  Faulty or Damaged Items: If you receive a faulty or damaged item, please report it to us within 48 hours of delivery. We will arrange for the return shipping and you will not be charged a restocking fee.
•  Incorrect Product Received: If the wrong product is delivered, notify us immediately. We will cover return shipping costs and send the correct product at no additional charge to you.
•  Item Never Arrived: If your item has not arrived by the expected delivery date, contact us. We will investigate with the shipping carrier and arrange a replacement or refund as needed.
•  Cancellation After Ordering: If you need to cancel an order after placing it, please do so before the item is shipped to avoid shipping charges. If the item has already been dispatched, it will need to be returned unopened.

Return Shipping

•  Costs: The customer is responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
•  Restocking Fee: A 20% restocking fee applies to all returned items, unless the item is faulty, damaged, or incorrect.

Refunds

1. Processing Time: Refunds are processed within 15 business days after we receive and inspect the returned item.
2. Refund Method: Refunds will be issued to the original payment method used at the time of purchase.
3. Notification: You will be notified via email once your return has been processed and your refund has been issued.

Security and Compliance

• We adhere to the highest standards of data protection and ensure that your return transactions are secure. Our practices are in full compliance with the Payment Card Industry Data Security Standard (PCI-DSS).

Language and Localization

• Our policy is available in English. If you require this policy in another language, please contact our customer support team.

Updates to the Returns and Refunds Policy

• We reserve the right to update this policy at any time. Changes will take effect immediately upon their posting on the website. Please review this policy periodically to stay informed about how we are protecting your purchase rights.

Questions and Contact Information

• If you have any questions regarding our Returns and Refunds Policy, or if you require assistance with a return, please contact us at:
•  Email: returns@flameoutdoors.com