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SHIPPING/RETURNS
Shipping:
Unless specifically stated on the item purchased on our web site as "FREE SHIPPING IN CONNECTICUT", all prices are based on customer pick up at our store during regular store hours. Upon receipt of the manufacturer's shipment of your product to our store, you will be notified by e-mail that your product is in and it may be picked up during regular store hours: Tuesday – Friday 10AM – 6PM and Saturdays 10AM – 3PM.
If you have scheduled our professional installers to measure for your project and are having them do the installation, they will pick up your items at our store and bring them to your home as part of their installation charges. No further action by you is required.
If you are not having your products installed by our installers and you do not the means to pick them up at our store, and you are a resident of Connecticut, we can arrange for the product to be shipped to you.
All shipments, unless specifically denoted, are curb-side shipments. Lift gate services or in home delivery is neither implied nor offered without additional charge, and is not necessarily available even if the customer is willing to pay more for it.
We use FedEx for smaller items, and larger items go freight. We reserve the right to choose which freight line carries your shipment. We do not, however, control the shipping companies (freight, UPS or FedEx). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day, and we can only approximate delivery times. Basically we only know what they tell us from that point on. We wish we had more direct control over shipments, but that is not how shipping companies work.
Taxes
Connecticut taxes are calculated at a rate of 6 percent. The tax is on the total cost of the order not including shipping. Total cost includes the price times the number of products. If you are tax exempt then you must call us as we are unable to handle this process on line at this time.
Return Policy
An item can be returned if it has not been used for a standard 20% stocking fee and must be returned within 15 days of sale date. To return a product you must call and get a return authorization number. An item is considered not used as long as it has not been removed from its original packing. On returns the customer will incur all shipping charges to return the item. If an item was shipped to the customer for free and returned for a refund the customer will be responsible for the shipping charges that was paid to ship the product to the customer. This is not to say that we are closed minded to working things out. You are our valued customers and we want you to be satisfied with your purchases as well as return to shop again. However, there is a need to state a clear policy up front to avoid misunderstandings.
Papa's Fireplace, LLC Info:
All purchasing transactions take place over a secure connection. We use 128 bit certificate encryption. It is encrypted with the highest standards and latest technologies possible. As for personal information, we will not give any information you confide in us to any other companies without first receiving consent from you. We realize that your personal information is given to us for purchasing and shipping reasons only, and we respect that. If you have any questions, please call us at 1-203-483-9461.
Item Info and Pricing:
Papa's Fireplace, LLC reserves the right to change item pricing or information at any time. As a result, prices on our website may not be accurate. If an item is ordered off of the internet before we have updated our prices, the purchaser will be notified and given the option to cancel or pay the difference. If the price of an item is lowered after a purchase is made, Papa's Fireplace, LLC will not refund the difference to the customer. We do our best to make sure all of our products have the correct specifications but sometimes we do make mistakes so make sure you read the install manual before you purchase. Vent-Free appliances are not approved to be installed in the State of California. Internet prices are not valid to in store customers.
If, upon inspection of a shipment, the product itself is visibly damaged, Call us while the driver is still there! Please open the package upon receipt, before the driver leaves if possible, and inspect for damages. If you discover damage upon opening the box, call us right away! This way, we have proof that the item was damaged by the shipping company and not by the customer. Doing these things will expedite receipt of a replacement product on your end, and reimbursement from the shipping company on our end. If you live in a large metropolitan area, difficulty in shipping may increase shipping prices. We will notify you before any additional charges are made if this is the case. If you do not inspect your shipment for damages right away, we cannot be held responsible for the damages later.
Procedure for Receiving a Freight Shipment
- Count the pieces received against the driver's delivery receipt. Count packages or cartons, not pallets or skids. If over or short, note it on both your copy and the freight company copy of the delivery receipt.
- Note also any obvious damage at the time of delivery (i.e. box corners crushed, tears, rips, marks, etc.)
- Be specific - identify or describe the missing/damaged items).
- Before you sign the bill - no matter if the boxes look good or not you need to write "May have concealed damage." If you do not write this disclaimer on the bill, you are responsible for any damage not noted at time of delivery. If there is visible damage of the carton or packaging, you need to open the package and inspect further before signing the delivery receipt. If you suspect internal damage, open immediately! If the driver or agent does not want to allow this, sign the bill "received subject to further inspection". Conduct this further inspection at once and if concealed damage is discovered, it must be reported to the carrier within 15 days.
- Have driver sign also noting any shortage or damage.
- Notify us as soon as possible regarding any damage/shortage so that we may assist you with investigating and/or filing a claim.
- Keep any damaged goods and their packaging materials for later inspection.
- Even if no damage is suspected, open the carton within 24 hours and make a thorough inspection.
Our in-stock orders will probably take about 7-14 business days to reach a customer. Any custom orders will take approximately 4-6 weeks. We ship to CONNECTICUT locations only.
Special Requests
If you have not found your product on line there is a good chance that we still can service you. Just phone or email us to see if we have what you are looking for. This will help us expand the on-line database but most importantly help us serve you directly.