Store Policies
In order for our system to provide an accurate shipping quote, please be sure to enter a valid shipping address. Otherwise, your order may be delayed. Please review the details of your order and inform
us of any mistakes so that we can expedite the processing of your order.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
All orders will be processed within approximately one to two business days, provided the items are in stock and there are no problems with the payment verification. Wood Heat does not guarantee same day shipping. Orders will not be processed on weekends or holidays.
If you receive a damaged product, please notify us within 48 hours of receipt.
If you do not receive a product within ten days of the ship date, please notify us so we can investigate.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
All orders will be processed within approximately one to two business days, provided the items are in stock and there are no problems with the payment verification. Wood Heat does not guarantee same day shipping. Orders will not be processed on weekends or holidays.
If you receive a damaged product, please notify us within 48 hours of receipt.
If you do not receive a product within ten days of the ship date, please notify us so we can investigate.
Wood Heat takes great care to package each product to minimize the potential for shipping/handling damage; however, damage may occasionally occur. The receiving party is responsible for the inspection of the product prior to signing for receipt from the trucking company.
Please follow these guidelines when receiving a delivery:
Upon receipt of the product, carefully inspect the exterior of the packaging for any damage, rips, tears, holes, etc. before removing the exterior packaging.
- Record any damage at the time of delivery on the bill of lading delivery document before you sign for receipt.
- If possible, document delivery damage with a photograph.
- Failure to properly notate damages or concerns at the time of receipt may result in the receiving party being responsible for the costs associated with replacement parts, shipping costs and labor to repair the product.
- If there is visible damage to the packaging and the product appears damaged, the delivery may be refused.
Remove all packaging and confirm the product is received in good condition. Here are some areas to pay particular attention to:
- Confirm the receipt of all items with the item count listed on the bill of lading.
- Confirm that the product is fastened to the pallet and upright with no visible damage to the boxes.
- For open-crated product, look in to the crate and inspect the product finish for chips or visible “dust” associated with the damage to finishes.
- Inspect the glass to ensure it is not broken or cracked.
If a problem is discovered after the delivery has been accepted, please contact Wood Heat at 267-347-5300, or email [email protected]. It may be possible to resolve the problem without returning the item. Please retain all packaging material and a copy of the packing list and order receipt until satisfied with the condition of the purchase.
Refunds are issued to the credit or debit card used at the time of the original transaction for the original sale price plus applicable sales tax. Shipping and handling charges will not be refunded unless Wood Heat is at fault in the shipment of the order.
Product warranties are provided by the manufacturer. They can be found in the installation or owner manuals. Wood Heat offers no product warranties. Wood Heat will assist customers with manufacturer warranty claims.
Wood Heat provides a one-year labor warranty on its installation services. Wood Heat will repair or replace defects in installation labor workmanship up to one year from the date of installation. This warranty is limited to the cost of the labor component of the labor item beginning with “LBRxxxxx”, related to the defect in workmanship, less any sales and use tax included in the item.
Contact our service department if you have a warranty issue. An email with photos submitted to [email protected] is preferred.
Venting products may be returned within 30 days of delivery for a refund, except for special order and custom items. We will pay the return shipping costs if the return is a result of our error (you
received an incorrect or defective item, etc.). All other items are non-returnable. Returned items must be in "like new" condition, and in the original packaging.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Wood Heat offer's service for any unit that we sell from our three showrooms that is within our service area. We are unable to offer service to those outside of our service area, or those who have not
purchased their hearth appliance from Wood Heat at this time.
6. CANCELLATION POLICY
For a non-stock item, once the order has been placed with our supplier or manufacturer, it becomes the customer's responsibility to pay for the item. No refunds will be given for a non-stock item, once the order
has been placed with our supplier or manufacturer.
7. IN-STORE PICKUP POLICY
Orders that are placed online, and picked up in our Quakertown PA store are subject to 6% Pennsylvania state sales tax. Orders that are placed online, and picked up in our Flemington NJ store are subject to
6.625% New Jersey state sales tax. Pellet orders that are placed online, for in-store pick-up at our Quakertown PA location, must be picked up within two weeks of the order date.
8. WEBSITE DISCLAIMER
We will make our best effort to maintain accurate information on this site. In the event of an error in pricing, product description, or other information, we will correct the information as soon as possible once we are notified. Wood Heat will not be held liable for pricing errors, and we reserve the right to cancel an order, and refund payment, if such an error occurs.
9. SHOWROOM SIGN DISCLAIMER
We attempt to keep all showroom signs up to date and as accurate as possible. Due to frequent changes from manufacturers, these signs may not be accurate and may not represent the actual price of of the hearth appliance. A wood heat sales person will alert the customer if an error has been made regarding pricing on the showroom signs.
Once delivered, the wood pellets are solely the customer's responsibility. There is no warranty expressed or implied on wood pellets from Wood Heat.
Phone:
267-347-5300