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When will my order arrive?
Once you have received confirmation that your order has been shipped please allow 1-7 business days for transportation of your order.
Hazardous flammable materials (HAZMAT) require special handling, so please remember that your delivery will take just a little longer than normal deliveries.
What delivery services do you offer?
In accordance with regulations, all deliveries must be via ground only (air transport is not permitted). Delivery generally will be through either FedEx or R+L Carriers. Tracking information will be provided to you via email at the time of dispatch confirmation. Should an item be out of stock we will contact you via telephone or email to confirm. Please note that we can only deliver within the continental United States.
Standard shipping is to the door only, Monday to Friday, unless otherwise specified on the order. Additional charges may apply if the delivery address is changed after the order has shipped, if specific delivery dates are requested, or if the delivery company is required to make multiple delivery attempts.
Warehouse Will Call is available at no charge from our warehouse located in Los Angeles, CA (90220) or from our showroom located at 5870 W. Jefferson Blvd, Suite L Los Angeles, CA 90016. Please contact Customer Support at 888-670-ENRG to schedule your pick up at least 24 hours in advance.
Will e-NRG ship with my EcoSmart Fire?
e-NRG ships separately from our St. Louis warehouse. If your order includes e-NRG and EcoSmart Fire, you will receive a separate confirmation for e-NRG. We do our best to closely align the delivery of each shipment so you can begin using your EcoSmart Fire immediately.
My order hasn’t shipped yet. Can I make a change?
Orders can be altered or changed up to 24 hours prior to the scheduled ship date. Please contact us as quickly as possible at +1 (888) 590-3335 for further assistance.
Where do you deliver?
Online ordering is available only in the United States and Canada. Shipping is free unless otherwise noted. If shipping to Hawaii, Alaska, Yukon Territory, Northwest Territories, Nunavut, and Newfoundland, please contact us for a custom shipping quote.
If you are located in Mexico, Central or South America, we’d be happy to assist you and your purchase by phone. Please contact us at +1 (888) 590-3335.
Can the driver call me 30 minutes prior to delivery?
Drivers are unable to call 30 minutes prior to delivery, but you can track the status of your FedEx deliveries online and freight carriers will call in advance to schedule a delivery appointment.
What happens if I am not home to receive the order?
If you are not home to receive the order, a delivery attempt notice will be left on your door. You are able to contact the delivery company to arrange for re-delivery. Please note multiple delivery attempts or delayed deliveries may incur additional charges.
What happens if my order is damaged?
In the rare occurrence that a product arrives damaged, please contact our Customer Support Team via [email protected] or call us at +1 (888) 590-3335 within 7 days of receipt of your delivery. After the 7 day period, the product cannot be reported as damaged due to the limitations imposed by the carriers shipping the products.
Please inspect your items at the time of delivery, note any damage to the packaging or items on the delivery receipt, and contact us as quickly as possible so we can resolve for you.
What should I do if there is an item missing from my order?
If any items or parts are missing from your order, please contact our Customer Support Team via [email protected] or call us at +1 (888) 590-3335 within 7 days of receipt of your delivery. After the 7 day period, items cannot be reported as missing due to the limitations imposed by the carriers shipping the products.
What does warranty actually cover?
We offer a full two year warranty from date of purchase on stainless steel parts including raw, linished and powder coated. Mild steel including powder coated and chrome plated, concrete composite, glass, leather, fabric and MDF (painted or cement rendered) are covered for one year from the date of purchase.
Chips and scratches are not covered by warranty. Natural variation in color, texture and porosity may occur with Concrete Composite products and are considered inherent and valued qualities of the material. Non-structural hairline cracks are possible and shall not be considered a manufacturing defect.
How do I submit a warranty claim?
You will need to provide proof of purchase along with a description and images of the issue. Once you’ve gathered this information, please email all details to [email protected] Your claim will be reviewed within 7 days and you will be contacted with a decision and the next steps, if applicable.
If I purchased from a retailer, can I contact EcoSmart Inc directly for warranty?
It is best to contact the retailer where you made your purchase. The retailer will help you resolve the issue or submit the warranty claim on your behalf.
What if I have modified the product?
If the product has been modified or altered in any way, it will not be covered under warranty unless the modifications were approved in writing by EcoSmart Inc or The Fire Company Pty Ltd. However, we are happy to provide assistance with any issues you are experiencing.
Can I return my product without the original box and accessories?
In order to be fully covered under warranty, the product must be returned in its original packaging with accessories. If any items are missing, or if replacement packaging must be provided, the associated costs will be deducted from the credit or refund.
What happens if my product fails after the official warranty period?
Please contact us at +1 (888) 590-3335 or via email at [email protected] for advice and troubleshooting. If you purchased from a retailer, please contact the retailer directly.
What are your payment terms?
Payment is needed to finalize your order. You’ll be able to provide your credit card information during online checkout.
Which payment methods do you accept?
We accept Visa, MasterCard, American Express and Discover.