Faber e-MatriX 37" Double-Sided Built-in Electric Fireplace

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Delivery Information

Order Confirmation:

Upon completing your order, you will promptly receive an email confirming the order placement, indicating that we have received your order and pre-authorized your credit card for the purchase. Our next step is to contact our suppliers to confirm the item's availability and readiness for shipment. Should the item be on backorder or unavailable, we will notify you of the estimated lead time. If the provided lead time is unsatisfactory, we will cancel the pre-authorization and email you a notification. 

If the item can be shipped within 5 business days, we will proceed with processing the charges and shipping your order.

Incorrect Shipping Information:

In the event of incorrect shipping information provided at checkout, we will make every effort to track down the item using our shipping partners. Please be aware that refunds and returns are not available in such cases. However, we will do our utmost to locate the item. If successful, re-shipping fees may apply.

Order Shipment:

If your order is in stock and we have successfully processed your credit card charges, the items will be shipped within five business days from the order date. You will receive tracking information via email within 24 hours of your order leaving the distribution center. Should tracking information not be received within six days of your order, please contact us at +1 (510) 906-8596. Cut off time is 4 pm EST.

Lead time is usually 5-10 business days to receive an order after purchase.

We offer free shipping on all orders and applicable items and brands within the mainland of the US (Hawaii and Alaska are exclusions).

Black Fireplace does not ship orders directly to Hawaii or Alaska. Clients needing delivery to these locations must arrange a freight forwarder and enter the forwarder’s address as the shipping address. Black Fireplace will then ship the order to the designated freight forwarder under our standard shipping terms.

Typically, orders are processed immediately upon receipt, taking approximately 1-4 business days after order confirmation, payment, and pick-up time to fulfill.

The delivery time via freight carrier may vary between 4-6 business days, depending on your location.

Shipping Concerns:

To prevent delays, frustration, and additional costs, kindly inform us of any concerns regarding the delivery to your location. It's important to note that the following situations may incur additional costs:

• Charges imposed by the freight company if an 18-wheeler truck cannot access the delivery location

• Restrictions on truck height or bridge laws during transportation

• Road or access restrictions

• Delivery requiring the use of a ferry, train, plane, or additional courier transport

Contact Information:

You can reach us using the contact methods provided below:

• Company Name: D&D Eco Power Goods LLC
• Address: 1309 Coffeen Avenue STE 1200, Sheridan, WY, 82801, USA
• Business Registration Number: 2023-001315621
• Phone: +1 (510) 906-8596
• Email: hello@blackfireplace.com
• Contact Page: https://blackfireplace.com/pages/contact
• Hours of Operation: Mon-Sat: 9:00 AM - 8:00 PM EST

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Return and Refund Policy

At D&D Eco Power Goods LLC, we strive to ensure our customers are completely satisfied with their purchases. Our return and refund policies are designed to provide a fair and transparent process based on the delivery date of your item.

Return Eligibility

You have 30 days from the delivery date to initiate a return. To be eligible for a return, the item must meet the following conditions:

• Unused and packaging intact: The item must be in its original packaging and condition.

• All tags intact: Any tags must remain attached.

• Proof of purchase: You will need to provide a receipt or proof of purchase.

Items that do not meet these conditions will not be accepted for return.

Circumstances Under Which Returns Are Offered

• Canceling an Order: You may cancel your order before it has shipped. A 3% deduction will apply from the total amount paid to cover platform fees.

• Damaged on Arrival: If your item arrives damaged, please file the damage with the shipping carrier and contact us within 24 hours of delivery to assess the issue. We may request photos of the damage.

• Faulty Manufacturing or Broken After Use: Items with manufacturing defects or that break under normal use are covered under the manufacturer's warranty. Please contact us for guidance.

• Changed Your Mind: If you decide to return an item because you changed your mind, please ensure it meets the return eligibility criteria stated above.

• Exchanges: To expedite an exchange, return the unwanted item first and place a new order for the desired item.

• Wrong Product Received: If you receive the wrong item, please contact us immediately so we can rectify the issue.

How to Initiate a Return

To begin the return process, please follow these steps:

• Contact Us: Reach out via phone at +1 (510) 906-8596, live chat on the website, or email us at hello@blackfireplace.com . You can also fill out the contact form on our website.

• Provide Necessary Information: When contacting us, include:

• Your order number

• First and last name of the person who paid for the order

• A brief description of the issue

• Photos of the product (if applicable, especially for damaged items)

• Return Authorization: You will receive a return authorization from our team. Please note that returns without prior authorization will not be accepted.

• Shipping Instructions: Upon approval, it’s the customer's responsibility to obtain a return shipping label and receive instructions from the manufacturer on where to send the package.

• Return Shipping: Customers are responsible for return shipping costs, even if the return is due to a damaged or incorrect item.

Refund Policy

We prioritize customer satisfaction and aim to provide a seamless refund experience. This refund policy is based on the delivery date of your item to ensure fairness in the return process.

Circumstances Under Which Refunds Are Offered

• If the Products Never Arrived: If your order does not arrive within the expected delivery timeframe, please contact us. We will investigate the issue with the carrier and, if confirmed as lost, process a full refund.

• Damaged on Arrival: If your item arrives damaged, please notify us within 24 hours of delivery. We may ask for photographs of the damage to facilitate the refund process. Once approved, you will receive a full refund.

• Faulty Manufacturing or Broken After Use: Items that exhibit manufacturing defects or break under normal use are covered under our warranty. Please reach out to us with details of the issue, including photos. If the item is confirmed faulty, you will be eligible for a full refund or replacement, depending on your preference.

• Changed Their Mind: If you decide to return an item because you changed your mind, it must be returned in its original, unused condition, following the return policy guidelines. Once the return is approved, you will receive a refund, minus any applicable restocking fees.

• Wrong Product Received: If you receive an incorrect item, contact us immediately. We will provide instructions for returning the wrong product, and once received, you will be eligible for a full refund or exchange for the correct item.

When to Expect a Refund

Refunds will be processed based on the delivery date of the product. Once the manufacturer receives and inspects your returned item, we will notify you regarding the approval or rejection of your refund. If approved, the refund will be processed through your original payment method, typically within 10 days. Please note that it may take some time for your bank or credit card company to process and post the refund.

Additional Information

• Return Window Extension: The return window is extended to 35 days during the following periods:

• Orders between Nov 25, 2024 and Nov 30, 2024

• Orders between Dec 25, 2024 and Dec 31, 2024

• Restocking Fee: Returns not related to damaged items may incur a 25% restocking fee.

• Refund Processing Time: The processing time for refunds is approximately 10 days from receipt of the returned item.

Contact Information

For any questions or concerns regarding our return or refund policy, please do not hesitate to contact us:

• Company Name: D&D Eco Power Goods LLC

• Address: 1309 Coffeen Avenue STE 1200, Sheridan, WY, 82801, USA

• Business Registration Number: 2023-001315621

• Phone: +1 (510) 906-8596

• Email: hello@blackfireplace.com

• Contact Page: https://blackfireplace.com/pages/contact

• Hours of Operation: Mon-Sat: 9:00 AM - 8:00 PM EST