Shipping and handling charges are based on the total value of your order. “Free Shipping” refers to orders totaling over $999 and all grills shipping to the contiguous 48 states. Our in-stock orders will likely take about 2-10 business days to reach a customer, depending on your location. Any "Special Orders" will take approximately 4-6 weeks. DimplexStore.com reserves the right to change item pricing or information at any time. If the price of an item is lowered after a purchase is made, DimplexStore.com will not refund the difference to the customer.
*All canceled orders or returns because of customer remorse or ordering incorrect parts will incur a 20% restocking charge.
We do ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. APO/FPO shipments may be subject to additional shipping fees. If you will be charged any additional shipping, we will contact you to notify you of the fees and give you a chance to adjust your shipping address if you desire.
All large shipments, unless specifically denoted, are curb-side shipments, which means that the freight carrier will deliver your shipment to your driveway only. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, DimplexStore.com cannot be held responsible for damages that may occur during delivery. It is the customer's responsibility to inform us of any problems with this type of delivery at the time of purchase. DimplexStore.com is not responsible for shipping costs on merchandise not delivered due to a shipping company's inability to deliver to a particular location. Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. In-home delivery is neither implied nor offered without additional charges and is not necessarily available even if the customer is willing to pay more for it.
Remote Shipping Locations
Alaska, Canada, Hawaii, Long Island, Martha's Vineyard, Nantucket, New York City, Staten Island, Puerto Rico and remote or hard-to-reach areas incur additional shipping fees. This applies to free shipping and regular shipping orders. If this is the case with your order, a customer service representative will contact you promptly to notify you of the additional charges. The customer is responsible for all duties and tariffs on Canadian shipments.
If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.
Shipping Company Selection
We use UPS, FedEx and USPS for smaller items, and larger items go freight. We reserve the right to choose which freight company carries your shipment. We do not, however, control the shipping companies (freight, UPS, etc.). 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.
If, upon inspection of a shipment, the product itself is visibly damaged, refuse the delivery. Please open the package upon receipt, before the driver leaves if possible, and inspect for damages. If you discover damage upon opening the box, refuse the delivery or call us right away. This way, we have proof that the item was damaged by the shipping company and not by you, 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 do not inspect your shipment for damages right away, we cannot be held responsible for the damages later. Signing for a delivery is legally stating that you received the delivery in good condition and DimplexStore.com cannot be held liable.
Customer must notify us within 48 hours of receipt of any shipping damages. Customer is responsible for any damage to the product when shipping back to us.
Any cancelled orders will incur a 10% fee.
Fraud Prevention Before Shipping
In order to protect against fraudulent activity, DimplexStore.com must verify the billing and shipping address. Please be certain to provide your exact billing address and phone number (the address and phone number your credit card's issuing bank has on file). Incorrect information will cause a delay in the processing time.
If your shipping address is different than your billing address (where you receive your credit card statement), DimplexStore.com requires a photocopy of your driver’s license and the front and back of the credit card used for the purchase. Please email copies to: security@FireplaceandGrill.com or text copies to 561-614-2555.