Terms and Conditions
If an item has shipped and is in route, the customer must contact Ethanol Fireplace Pros’ customer service department to advise us of your desire to cancel your order. The customer is responsible for 15% restocking fee if order is canceled after production has started. Cancellations need to be made in 24-48 hours after order is placed. Please note that custom items, built-to-order, and personalized items cannot be returned due to their uniqueness to your specific needs.
Freight Damage Rarely Occurs, however:
When your new fireplace is delivered all packages, crates and pallets MUST BE INSPECTED UPON DELIVERY. In the event that the package/crate/pallet/item is damaged due to shipping NOTATE the damage on the Delivery Receipt and REFUSE the Shipment.. The driver should wait and be ready to accept the damaged goods and return to the warehouse for repair.
The shipping insurance is null and void once the package is delivered and signed for. Ethanol Fireplace Pros will not be held responsible if any damage occurs to your item once the consignee has signed off the bill of lading and has therefore agreed that the shipment was received in good condition unless notated on delivery receipt.
If your item was shipped via FedEx/UPS/USPS and left at your door without a signature needed please contact us within 48 hours of delivery of any damages. After 48 hours you will be responsible to file a claim with the carrier. Please keep all packaging materials to be used in the claims process with the shipping company.
Price Match Guarantee:
Low Price Guarantee: Ethanol Fireplace Pros sells for less!
If you happen to find a lower price anywhere on an identical item, just show us the price and we will beat it! If, within 30 days of your purchase from us, you encounter a lower price anywhere, we will also refund the difference. Ethanol Fireplace Pros works hard to bring you the lowest prices available. If you have found a better price for this item at another authorized dealer we will match it, guaranteed! We will provide you with an individual response. This is not an automated process, but we will respond as quickly as possible. If you need a more immediate response, please contact customer service.
* If the competitor limits quantities we reserve the right to do so as well, and if the offer is footnoted by "while supplies last", we reserve the right to confirm that the competitor still has the item in stock. Our Price Guarantee does not apply to competitor's bonus offers, free offers, auction websites, non-retail (wholesale) websites, private sales, special orders, typographical errors, clearance sales, liquidation sales, mail-in rebate offers, or where a service commitment is included in the transaction. Internet competitor offers must include shipping and handling charges as the basis for comparison. Additionally, we must be able to verify that it is the exact same product in brand-new condition.
Price match guarantee does not apply to non web-based stores or pickup orders.
We must be able to contact the competitor to confirm pricing. Price matching is subject to providing proof of the manufacturer's part number and availability of the product. (i.e., current dated advertisement, register receipt, copy of webpage or catalog page) of a lower price, plus your original receipt to claim your refund for previous purchases. The terms of this guarantee are subject to change without notice. The terms of this guarantee are subject to change without notice.