Ignis® is pleased to make our products available worldwide. We offer complimentary shipping within the 48 US contiguous states from our distribution facility in New York & New Jersey, USA. Unfortunately, we are unable to ship outside of the lower 48 free of charge. Should you care to inquire about an international shipment or one to Alaska or Hawaii, please contact us at info@ignisproducts.com or by phone at +1 855.MY IGNIS (694.4647).

PLEASE NOTE:

DUE TO TRANSPORTATION LAWS, WE ARE UNABLE TO SHIP ETHANOL FIREPLACE FUEL OUTSIDE THE 48 CONTIGUOUS STATES.

The dimensional size, weight, and availability of your order will determine the method by which it will be delivered to you. It is vital that you observe the following in order to receive your order on time and to prevent future inconvenience.

Small Parcel Shipments
This method is used to ship smaller items for maximum speed. We process most orders received by 1:00 PM Eastern time (Monday through Friday) on the same day it is received. Orders placed after 1:00 PM Eastern time will ship on the next business day. The majority of orders shipped via a small parcel carrier (generally UPS) will arrive within 1 to 5 business days, depending on your location in relation to New York & New Jersey fulfillment locations.

Tracking information will be emailed to you upon the shipment of your order. Your tracking number is generated when we prepare your package to be shipped. Information will only become available once the order is scanned by the carrier and leaves our facility.

IMPORTANT: If any merchandise is received in damaged condition, please contact us within 24 hours. Please retain the damaged item(s) in the original carton and packaging. If other items are packed with the damaged merchandise,
remove all other items and hold cartons for possible inspection and/or pick up.

Freight Shipments
This method is used for heavy or larger items that don’t qualify for travel via small parcel carrier. Most orders requiring delivery by freight carrier will arrive within 1 to 2 weeks, depending on your proximity to our warehouse.

The freight company utilized will call you to make a delivery appointment, so please be sure that the telephone number you’ve provided is the best one for this purpose.

Freight shipments are delivered using a curbside delivery service with lift gate capability. We highly recommend ensuring that you are prepared for receiving the large carton or crate prior to the anticipated date of delivery.

Upon arrival, we highly recommend opening each carton/crate, regardless of how it appears, to inspect for damage that may not be obvious.

Do not refuse delivery of a damaged shipment.

If your order is damaged (minor or major), it should be noted by writing the word “DAMAGED” on both copies (yours and the driver’s) of the Bill of Lading, along with a description of the damage. Items missing from your order must be itemized and notated by indicating “ORDER INCOMPLETE” with the itemization on both copies of the Bill of Lading.

It is critical that the driver also sign and initial both copies of the Bill of Lading if any damage is found. By noting the damage on the driver’s copy, ensures that there is written proof that damage was noted at the time of receipt. By having the driver sign your copy, this ensures that you have proof that the driver signed in your presence.

If a shipment is refused, the refusal will invalidate any damage claims and will only create return shipping and storage fees. If the bshipment is refused for any reason, the driver will take the shipment back to the shipping hub and we will unable to make a damage report. If this occurs, storage fees and return shipping fees will be billed back to you.

In certain instances, there may be concealed damage, which is damage that is not immediately evident. In the event of concealed damage, you must document the damage with photographs and descriptions and send them to info@ignisproducts.com within 24 hours. Ignis will assist as best we can in handling concealed damage claims but cannot be liable for any shipments that were accepted without a notation of damage on the shipping receipt.

Be sure to keep a copy of the receipt, as this will be vital in processing a shipping claim. Photographs of the damage are extremely helpful in ensuring the successful processing of your claim. Any and all information regarding shipping damage should be sent immediately to us at info@ignisproducts.com so that we may assist you and take the appropriate measures.

Please retain the shipment and store it in a dry and safe place. Do not dispose of damaged merchandise, as evidence of damage is important. The freight company may require an inspection of damages and need the merchandise in question.

If you have any questions regarding this policy, please contact us at +1 855.694.4647 BEFORE placing your order – we’re more than happy to help!