Majestic Ruby 30-inch Medium Direct Vent Gas Fireplace Insert with intellifire Touch System (LP)

Shipping

We proudly ship with:

Our most important policy is to make your experience with us enjoyable, smooth, and straightforward. Below, you can find all our Shipping Policy details. If you have any other questions, please feel free to call us or contact us using the chat option, our contact us page, or emailing us at info@pristinehomewellness.com.

What to expect after placing your order:

As soon as you place your order, you will receive an “Order Confirmation” email letting you know that we have received your order. We'll confirm with suppliers if your ordered item is in stock and available for immediate shipment.

Once your order is confirmed and payment has been processed your order will be on its way. We will send you tracking information on the day your order ships to the email address you have provided at checkout.

If you do not receive tracking information from us within 7 business days from your purchase date, feel free to reach out to us via our live chat, contact page form, or by calling us at +1 (530) 625-7405 or emailing us at info@pristinehomewellness.com

Shipping Details

Where We Ship:

We currently ship everywhere in the continental United States. We can also ship to Alaska and Hawaii which will incur an extra cost – to get a quote for your order, contact us directly at info@pristinehomewellness.com or via our chat or contact page. Unfortunately, we do not ship internationally yet. If for some reason you are unsure whether we can ship to you, please contact us and we will let you know.

• *PLEASE NOTE* If you require special services outside our standard delivery (such as an inaccessible drop-off address) you may be charged a “difficult delivery fee” as a result. If you have questions about your delivery address, simply contact us and we’ll be happy to chat about it.

Transit Times:

Orders are usually dispatched within 2 business days of payment of order. In general, domestic shipments are in transit for 2 - 7 days. Orders shipped internationally are in transit for 2 - 22 days. This varies greatly depending on the courier. We are able to offer a more specific estimate when you are certain of the product and brand you are purchasing – Simply contact us if you have a question about the transit time for your specific product.

If there is a delay to your order due to unforeseen circumstances, such as extreme weather or unavailability or price change through the supplier, a dedicated customer support specialist will reach out to you using your contact details listed in the order form. We will inform you of what happened, why, and any changes in the item ordered. If the new conditions are unacceptable to you, you have the right to cancel the order at that time.

Upon Receipt of Package

1. Before signing any paperwork, thoroughly inspect the items delivered to you.
a. Check if there are any visible signs of damage, such as dents, scratches, or punctures and make sure to note this when signing the delivery receipt. A signed delivery receipt, without notations of damage, represents your acceptance of the complete order in perfect condition. Failure to report the damage may result in delaying or refusing freight claims.

2. Count all the pieces of your package and ensure they’re accounted for.
a. Immediately report any missing pieces within 48 hours by emailing directly at info@pristinehomewellness.com or via our contact us page. This 48-hour window is vital as we will not be able to replace missing pieces after this window

3. Should “concealed” damages (damages not visible at the time of the delivery) occur, report immediately by emailing directly at info@pristinehomewellness.com or via our contact us page.

Refusals

Refusing the receipt of your order upon delivery for any reason other than damaged goods or shipping error will be subjected to a 20% restocking fee plus any and all applicable shipping charges.

Returns

We make returns & refunds easy & hassle-free. You get a full 30 days to return your item to us. Once you have placed your order and are not satisfied for any reason you can return the product for a refund. The refunded amount will exclude all return shipping charges.

The following products are ineligible for returns:

• The product has been used or modified in any way.
• The product has been damaged and no longer resalable.

All returned products will be inspected upon arrival at the warehouse. Once the product has passed inspection, credits will be issued. Inspection may take 5 to 7 business days.

If you want to initiate a return, let us know by emailing us and we'll let you know the steps to take, and send you the return address (to avoid middle-man fees, we return directly to the manufacturer).

Credits or refunds may take 3-7 business days to reflect on your statement of account.

Return shipping charges are not refundable and will be deducted from the total refund amount.