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Shipping Policy

Shipping Policy

This Shipping & Delivery Policy is part of our Terms of Service ("Terms") and should be read alongside our main terms:  https://modernethanolfireplaces.com/pages/terms. 

Please carefully review our Shipping & Delivery Policy when purchasing our products. This policy will apply to any order you place with us.

Shipping Options

We offer free shipping for all smaller items shipped via USPS, UPS, or FedEx.

We offer free curbside freight shipping on all oversized items. Sometimes, a third-party supplier may manage our inventory and be responsible for shipping your products.

We hold the right to pick the freight way that transports your shipment. We do not directly control the shipping businesses, whether they are freight carriers or regular couriers.

Unless otherwise stated, all Curbside Delivery ships within three days of the initial order and consists of a three to fourteen-day transportation period. Shipping times may be slightly longer due to unforeseen circumstances such as inclement weather, limited product availability, and Freight Company difficulties.

Free shipping only applies to orders with shipping addresses within the Continental U.S., except for rural and remote areas. Islands, remote locations, rural areas, and other areas where trucks might not be able to enter will incur a shipping charge calculated by the freight carrier on a case-by-case basis. We will contact you for additional fees approval before your order ships. All times and dates given for delivery of the products are given in good faith but are estimates only.

We cannot modify shipping addresses or schedule delivery for a specific date once a package is in the care of the delivery service. We can estimate delivery times, but we can only do that based on the date the delivery service makes available. Please email us at info@modernethanolfireplaces.com if you have further inquiries about your delivery.

Please note that all deliveries are curbside only. White glove and in-home delivery are neither implied nor offered without additional charge. These services aren't necessarily available even if you're willing to pay more. Delivery staff does not have the proper insurance to enter your property. Please make sure you have adequately prepared to receive any heavy items.

Must-Know Information for Delivery of Large Packages

You must be prepared and understand what's required of you well before delivery day. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day.

While UPS and FedEx are our carriers for smaller items, be aware that larger items and orders ship via freight. In addition, freight delivery is different from the standard shipping process, so it's important that you're prepared and understand what's required of you well before delivery day. For more detailed information, refer to our Freight Delivery Guide or print out our helpful Freight Delivery Checklist to prepare for delivery day.

  • Most freight products on ship on a pallet.
  • Freight drivers leave all pallets at the curb, meaning you're responsible for moving your shipment up the driveway and into your home or backyard.
  • Most carriers will not call to schedule your delivery. While a few carriers may call you to schedule an exact delivery window, most will only provide a tracking number and an estimated delivery date.
  • We'll specify which process you can expect in your shipping confirmation email.

For carriers that schedule delivery appointments:

  • You are required to be home and provide your signature at the time of delivery.
  • The delivery is made with a semi-truck with lift gate services.
  • The shipment is dropped off at the curb, meaning you're responsible for transporting it to its intended location. We'd recommend having at least two helpers on standby to assist with your delivery.

The primary contact number you provided at the time of checkout will be used when the shipping company calls to arrange your precise delivery window. Therefore, when placing an order with us, it's imperative that you provide the best phone number to reach you at. 

Inspect your shipment for any missing or damaged items and be sure to note these on the signature documents provided by the delivery driver. If any items are missing or damaged, contact us immediately at info@modernethanolfireplaces.com. You have five calendar days from the delivery date to report any damaged items to us. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day.

Things to look for:

  • If items arrived with NO PALLET
  • The shrink wrap is torn
  • Any dents on the box
  • Crack on the countertop
  • Arrived with NO straps
  • A wet or dirty box

***Be as picky as possible and always make a note of all box damages on the paperwork. Please take pictures and send them to info@modernethanolfireplaces.com. By doing this, you will help us accelerate replacements due to shipping damage*** 

For carriers that deliver without an appointment:

  • You will not be provided a specific day and time window when your shipment will be delivered, only an estimated delivery date.
  • While you are not required to give your signature at the time of delivery, we still recommend that you be home when your order arrives.
  • The driver will leave your pallets at the curb whether you are present at the time of delivery or not.

Even if your carrier has not called to schedule an exact delivery window with you, we strongly recommend that you inspect your shipment for lost or damaged items when it arrives. If any items are missing or damaged, be sure to contact us immediately at info@modernethanolfireplaces.com. You have five calendar days from the delivery date to report any damaged items to us. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day. 

Shipping to Remote Areas

Be aware that remote or hard-to-reach areas may incur additional shipping fees, which apply to free and regular shipping orders. If your order is being shipped to a location with known shipping restrictions, a customer service representative will promptly contact you to notify you of any additional charges.

Please note that we don't always know if your area is remote or will make freight delivery difficult. Therefore, if you anticipate that a shipping company will have issues reaching your residence, you must inform us of those issues at the time of purchase. Such problems include but are not limited to narrow or winding roads, dirt or gravel roads, and vacant establishments.

Modern Ethanol Fireplaces is not responsible for shipping costs on merchandise not delivered because of a shipping company's inability to reach a particular location. Additionally, white glove and in-home delivery are neither implied nor offered without additional charge and aren't necessarily available even if you're willing to pay more. The delivery staff does not have the proper insurance to enter your property.

Shipping to APO/FPO Addresses

We might ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. If we can't send a package to your APO/FPO address, we'll contact you to find an alternative. Likewise, APO/FPO shipments may be subject to additional shipping fees — if such a case arises, we'll contact you to notify you of the fees and allow you to adjust your shipping address if desired. 

Incorrect Addresses & Failed Freight Deliveries

If any item is shipped and returned because it's not deliverable due to an incorrect address, you'll be responsible for shipping both ways. If an item shipped via freight is returned because the freight company couldn't reach your residence or you rejected the delivery, this will be considered a return, and the order will be subject to our regular return policies. Likewise, if an item shipped via freight is returned because you refused to make a required delivery appointment with the freight company, this will be considered a return, and the order will be subject to our regular return policies. 

Delivery Address Changes

Please note that address changes after an order has shipped will incur re-routing fees charged by the freight carrier. Please review your delivery address carefully. Re-routing fees are charged and calculated by the freight carrier. We have no control over these fees. Delivery address changes after shipment affected all related deliveries in an LTL Freight Truck. It is expensive and cumbersome to re-route orders.

Returns Not Due to Damage

If you are unhappy with your purchase, please get in touch with info@modernethanolfireplaces.com within 30 days to request an RMA. Please note that there will be a 20% restocking fee, and the buyer is responsible for all shipping and handling charges.

Shipping Outside of the Continental U.S.

All shipments to Alaska and Hawaii are sent via FedEx 2Day, and as such, require an individual quote. A customer service representative will contact you shortly after we receive your order with the additional shipping charges (before the item is shipped). Fright items shipped to Alaska and Hawaii will also require additional quotes. Free shipping only applies to the contiguous U.S.

We do not ship items directly to Canada; however, we will ship to the US-based freight forwarder of your choice. We advise contacting the desired freight forwarder first to learn about their shipping and receiving procedures. You will be in charge of coordinating with the freight forwarder for delivery to the final location and paying all duties and tariffs on Canadian shipments. If you need help, email info@modernethanolfireplaces.com; if not, enter the shipping address that your US-based freight forwarder has provided.

Shipping from Suppliers Outside U.S.

Customers are responsible for U.S. customs fees related to shipping of products shipping from suppliers outside the U.S. Customs fees are calculated by U.S. Customs and paid directly to them. Deliveries will not be possible unless these fees are paid at the time of U.S. Customs clearance. Failure to settle Customs fees will trigger a remorse return, which will be at the customer's expense.  

FAQ: 

What happens if my shipment is delayed?

If your delivery is delayed for any reason, we will let you know as soon as possible and advise you of a revised estimated date for delivery.

Questions about returns?

If you have questions about returns, please review our Return Policy: https://modernethanolfireplaces.com/pages/returns

How can you contact us about this policy?

If you have any further questions or comments, you may contact us by email at info@modernethanolfireplaces.com