September 23, 2014                
 
 
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FAQ   
 
Shipping Costs
Many online retailers build the cost of shipping into the price of their products so they can offer free shipping. We do not offer free shipping because we also have a retail store where you can come purchase items and take them with you; we wouldn't want you to pay a built-in outbound shipping cost on in-store purchases. Standard shipping is approximately 9% of your order, $9 minimum.

Freight Shipping for Oversized Items
Stoves, fireplaces and larger or more fragile items ship by freight truck on a pallet. Our standard 9% shipping covers this cost, as well, although there is a surcharge for delivery to a residential address. Freight companies charge extra to access residential streets and for the added difficulty backing into residential driveways. You can save this surcharge by shipping to a business OR by picking up your order at the local terminal.

Make certain that you inspect your order carefully before signing the delivery ticket. If your order arrives damaged, DO NOT SIGN for your order; please call us if possible while the driver is still there so we can discuss the best option for handling the problem. Due to time zone variances, if we're not reachable then either refuse the shipment, or NOTE THE PROBLEM on the bill of lading then sign for the shipment. NOTIFY US WITHIN 3 DAYS that you received a damaged item, otherwise we have no recourse with the shipping company and will be unable to assist you with repair or replacement.

Our Shipping Rates Apply on deliveries to the continental US. Shipping is available to Alaska, Hawaii and Canada for additional charges - please contact us for a custom shipping quote.

Post Office Boxes
We do not offer shipping to PO Boxes because there's no way to track lost orders. We've found UPS to be far more reliable in delivering your order promptly and we have little problem with damaged packages.

Returns
If your order does not meet your expectations, you have 30 days to return any item for a complete refund. (Outbound shipping charges are not refunded, and you must pay shipping to return the item to us). If the item is valued at more than $100, please prepay the insurance to cover the value of the item in case it is lost on its way to us or if it is damaged in transit. The item should be returned in its original boxes.
 
 

SHIPPING

Standard shipping is 9% of your order total; minimum shipping is $9 per order. Addditional freight charges are added to heavy, oversized or fragile items; applicable freight charges are noted on your order. You may pick up any item from our store in Richmond, VA to save shipping & freight charges. Sales tax applies only to orders shipped within Virginia. 
Standard shipping charges are for items shipped only within the continental USA.

Visit our retail store

            1022 N. Boulevard • Richmond, VA 23230

Phone 804-355-1688 • Fax 804-358-3728

 
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