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POLICIES

It is our policy to stock most every product or item we show on our web site. Special or custom orders are tagged as such. Unfortunately there are times when we can't pull a product "offline" before it is oversold. We have extremely high rate of success, but it can happen. If this occurs, we will call or e-mail you as soon as possible to let you know, and give some options. We strive to give you the best support of products, sales and service. At Fireplace Equipment Warehouse we will do everything we can to satisfy your situation and resolve any difficulty you may encounter. You are who keeps us in business.

Shipping

We ship primarily United Parcel Service (UPS), and also use the Unites States Postal Service (USPS) on occasion for small products, and Bax Global for some Glass doors if necessary to enhance delivery. Other common carrier shippers are available on large items such as fireplace kits and all hundred weight or more items. Yellow Freight is our carrier of choice for interstate shipping, and Central Freight for intrastate. The best price with the least amount of damage is our goal. We are not married to any shipper. We will be glad to help you if there is a shipper you prefer and the cost is about the same for delivery. The method of delivery will be our option on all freight paid products.

Our primary shipping area is in the 50 United States, but can ship to other countries. Arrangements can be made by e-mail, fax or voice.

Any items purchased that are shipped prepaid "ground" anywhere in the 48 United States unless otherwise stated. These items will have no weight value to them in the store. All other items will be billed the normal UPS charges. These charges will be included on your invoice when you check out. That occurs after you have entered your shipping information. We need the shipping address to calculate the charge. In an effort to charge correct shipping costs some items are oversized 1, or 2 and are billed at a higher rate. That is why items, such as some standing screens have a 30 pound, or a 70 pound rate. Oversize 1 being the 30 lb rate, and oversize 2 the 70 lb rate. All products are insured at no additional cost to you. It's a small price to pay for serenity, in case of damage.

You may choose if you want a faster shipping method, but you will be billed for them. These charges will be included on your invoice when you check out so please designate your method of shipment with the drop down bar on the shipping information page. If there is a problem, please let us know immediately by e-mail so we can address the issue. We ship most product the same day or within 36 hours, except for weekends and holidays.

Returns

For internet sales Windhorse ltd. will accept returns only with a return authorization or a UPS Call Tag. If you have a problem we ask you to follow this easy solution.

1) Please e-mail us immediately so we can start the resolution process. In your e-mail, let us know your order number and what product you have. Also any pertinent information regarding broken or missing items.

2) If you have had the product over 30 days and are having a problem, make sure you send the invoice number of your original purchase in your e-mail.

3) If you need to speak with us we can be reached by phone @ 972-783-6988. Please leave message if you get our answering machine, or you can fax the information to us. We can sometimes be understaffed in the height of the season, so please be patient. Your call will be returned very shortly.

Windhorse ltd, windhorse-ltd.com & any of our owned web sites or stores do not ship merchandise on approval but will make every effort to satisfy you if a product is not up to par or was received damaged and not noted by the shipper. If a product is notably damaged, refuse the shipment. Please be aware that just because a box may be torn or look damaged the merchandise may not be. UPS and Fed Ex Ground do a great job of shipping millions of packages, but we notice a few cartons and boxes get torn up a little with the products in them not damaged at all. Most items shipped are double boxed for better protection.

Other than damaged goods, merchandise sent back can be subject to a 20% restocking charge and, or all freight charges. It is our policy to not charge but the smallest amount possible for returning merchandise. We follow the Better Business Bureau guidelines to ensure you are taken care of properly. We will be happy to contact you if there is a problem.

Certain merchandise such as Gas Logs can not be returned if they have been used. We also do not take back custom doors due to the fact they are specially made per each fireplace. It is the responsibility of our customers to make sure the measurements given to our staff are accurate. We are always available for consultation on the any custom order and will help in the process to eliminate any problem before it starts. As always, we are willing to try and help rectify and problem that does come about.

Warranty Claims

If you have a warranty claim please tell us the type merchandise and the model number. The original invoice number if available and the nature of the problem.

All gas logs are warranted for life. They will be replaced at no charge. All gas log burners have a 5 year warranty. In some cases we will need the defective product back, in which case we will send a call tag to pickup defective merchandise. There is no charge to you for this.

Please send us as much information on the product and problem as possible. This will help shorten the time and e-mail requests to a minimum. All problems will be taken care of within 48 hours, usually less. so please be patient for at least that amount of time.

all prices and policies are subject to change without notice

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