Shipping Policy

Shipping Overview

Orders are processed 7 days a week and shipped Monday through Friday (excluding holidays). We strive to ship your orders as fast as possible; it is possible that your order may ship sooner than estimated.  If you order two or more items, you may receive them in multiple boxes on different days because of varying shipping locations. 

USA orders will be expedited from our Indiana location, whereas Canadian orders will be expedited from our Quebec location. In rare cases we may ship internationally – shipping charges will be quoted based on your location.

Within 12 hours of placing an online order you will receive an email confirming that we have received your order and are processing it.

IMPORTANT: Please note that we cannot ship to a P.O. Box.

 

To estimate the ships-within time frame on your ordered item(s) please refer to the stock status as listed below.

  • In stock – item will be shipped within (2) business days.
  • Pre-Order now – item will be shipped between (1-3) days after the day listed.
  • Out-Of-Stock* – item is currently unavailable, but as soon as we have an estimated availability time, we will change the status to Pre-Order Now.

*** These time frames are an estimation based on our regular sales volume and are not guaranteed.

Standard Ground Carrier / Parcel shipments

Most parcel shipments will be expedited within 24 hours of open business hours and do not require signature upon delivery. We offer two shipping options standard and express. Standard shipping delays average between (3 to 5) business days, remote areas in North America rarely exceed (10) days. Express delays average (2 to 3) business days. We cannot guarantee express shipping delays, as this is a service provided by an outside transport service. Refunds are not eligible for expedited shipping delays due to acts of nature outside of our control. We use FedEx, UPS and Dicom depending on pick-up time and delivery location. We cannot guarantee which service provider will be used before an order is processed.

Because express delivery service involves air transport, some items cannot be shipped via this option. Items containing hazardous or regulated materials, or some very large or heavy items must be shipped to you via freight carrier.

Curbside Freight Shipments

Heating appliances ship via tractor trailer and are limited to a curbside delivery. Freight carriers are specially trained and equipped to handle over sized and fragile items safely and efficiently. Please refer to the steps below to know what to expect for the delivery service.

Step 1 – Within 24 hours after your order is shipped you will receive a confirmation email providing tracking information.

Step 2 – Once the shipment has arrived at your local freight terminal, transport will call you to schedule a delivery appointment. Appointments are made Mondays – Fridays and you are usually given a 4-hours window to expect delivery during business hours. It is important that the phone number provided when ordering is a working number to contact you.

Step 3 – Curb side delivery completion – The driver will arrive with a lift-gate truck (truck sizes vary) and will lower the appliance onto the ground at the edge of your driveway. Due to company policy the driver is not authorized to move it further.

Curbside delivery service does not include set up or assembly of items or removal of packaging materials, nor does it include bringing the items inside the home.

Step 4- Upon delivery, you will need to inspect and sign a Proof of Delivery Receipt for the shipment. Check for visible damage and if any damage is seen make sure that it is noted on the delivery receipt and take pictures of the damage. You have the right to refuse the delivery due to damage shown. For all transport damage issues please contact us immediately.

Shipping Costs

Our goal is to offer free shipping on all orders; however, at times it may not be possible. If shipping charges are going to be added to the order you will see them listed as “sur-charges” before check-out. These sur-charge fees are determined by transport and apply to shipping locations that may be difficult to service or may not be serviced often by the carrier. In rare cases, we reserve the right to notify you after you have purchased an item of any additional shipping or handling charges necessary to complete the delivery of your order. If additional delivery charges are required, you have the right to modify or cancel your order for a full refund.

Regions that are subject to a surcharge include, but are not limited to the following:

  • US Territories or Protectorates (US Virgin Islands, Puerto Rico, Guam, etc.)
  • Alaska and Hawaii
  • Yukon, Nunavut and the Northwest Territories of Canada
  • Anticosti Island

Address Changes

Addresses can be updated by contacting us via telephone 1 855-294-0714, at no additional cost before the order has been shipped. Once the order has shipped the freight carrier will charge an additional fee to update the delivery address. This charge can be very expensive, make sure to verify the address when you receive your order confirmation.

Please note: Shipping is unavailable to P.O. Boxes.

Items with no availability

We proudly boast excellent fill rates, but occasionally, some items are unavailable. If the item you need is unavailable, an estimated date of delivery will be communicated to you. You will be able to place your order and we will deliver your item at the date promised. If you order multiple items at the same time, they will be automatically grouped. Their delivery date will be the date of the item with the latest estimated ship date. If you wish to have some items delivered immediately, we recommend that you perform two separate transactions. This way, available items will be delivered immediately. Any out of stock item will be delivered later, at the date communicated to you.