San Tan Outdoor Grill
and Fireplace Works
Here are All of Our Policies Concerning Orders,
Shipping – Returns, Order Cancellations etc.
It’s a lot of information that inquiring minds will want to know. We feel that the policies are very fair to you and us.
CLICK ON ANY OF THE SECTIONS BELOW FOR THE INFORMATION:
Our in-stock orders will probably take about 7-14 business days to reach a customer. Any custom orders will take approximately 6-8 weeks. We are currently only shipping to Arizona, California, Nevada, Utah, Colorado and New Mexico.
We reserve the right to choose which freight company carries your shipment. We have no control over the shipping companies and once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day, and we can only approximate delivery times as provided by the delivery company to us.
All shipments are curb-side shipments and all shipments will require inspection and a signature at the time of delivery.
Even Free Shipping and regular shipping orders may incur additional shipping fees when delivered to remote, rural or hard to access areas. If this is the case with your order, we will contact you as soon as we are made aware of the issue to notify you of any additional charges.
It is the customers responsibility to inform us of any problems with this type of delivery at the time of purchase. We are not responsible for shipping costs on merchandise not delivered due to a shipping companies inability to deliver to a particular location. Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads, low overhead trees, electrical lines, etc. or vacant locations. In-home delivery is neither implied nor offered without additional charge, and is not necessarily available even if the customer is willing to pay the additional fee for it.
APO/FPO shipments may be subject to additional shipping fees and restrictions. If you will be charged any additional shipping, we will contact you to notify you of the fees and offer you a chance to adjust your shipping address if you so desire.
If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.
REQUIRED DELIVERY INSPECTION
Receiving your freight. Please be sure to inspect your shipment before signing for it. Although freight damage is rare, it can happen.
If you notice any exterior damage open the box and inspect for concealed damage before signing the delivery receipt. Please take a few good pictures before opening the box and then of course after opening the box and exposing the damage. If excessive damage has occurred (any damage that you are not willing to accept and live with) the merchandise should be refused upon original delivery attempt. If the damage is contained to one or two parts that seem to be readily replaceable it may be more expeditious to just properly annotate the delivery form and file a claim with the shipper and we can get the replacement parts to you. If the unlikely situation that the damage is extensive just refuse the delivery but get those important pictures and annotate the delivery form and get your copy.
Please call us in a situation like this. Also send a quick text in case we are in a situation where we would normally not check messages till later.
Never let a delivery driver rush you during your delivery inspection. This inspection is a normal procedure for freight delivery. These drivers are paid by the hour. Take your time if you think there may be a problem.
If you notice external damage and the delivery driver will not allow you inspect the inside of the package or the driver will not let you note “damaged” on the delivery receipt you should refuse the shipment. Doing this will not invalidate your order and we will still work with you to get your order to you in good condition as quickly as possible.
Any and all damage must be noted in writing on the freight bill/delivery receipt, even if refusing shipment.
It is your responsibility to make sure that no damage has occurred, prior to signing for your shipment.
Be sure to verify that you have the correct number of pieces.
A packing slip is attached on each shipment and will show the total piece count, part description, part number etc. for the order.
If there is no visible external damage or missing pieces, please sign for your freight.
Please inspect your items for concealed damage after the driver has left.
Once you sign the delivery receipt, the shipment becomes your property.
Upon receipt of your order you must notify San Tan Outdoor Grill and Fireplace Works of any freight damage, missing pieces or any other issues within 24 hours from receipt of the shipment. Failure to do so will hold San Tan Outdoor Grill and Fireplace Works harmless of any claims.
Signing your delivery receipt without noting any damages or missing pieces legally states that you have received your freight in good condition.
We feel that 2 weeks (10 business days) is ample time to decide that you need to return a product, especially since it needs to be unused and still in, or put back in, the original packaging.
So if you are unsatisfied with your purchase you may return the item(s) in original re-sell able condition, in the original packaging that is still in good condition for a refund within 10 business days of the original purchase date. Do not destroy your boxes or containers during unpacking.
You will be credited (less a 20% restocking fee and all shipping charges incurred) upon arrival, and inspection of the item(s) after we receive it and find it all in good condition. The shipping charges to return the item(s) to us will be your responsibility.
When returning an item that was initially shipped freight, it is essential that the item be returned via a freight shipping service and you should fully insure the shipment. The packaging used for items that are shipped freight may not be sufficient for ground shipment handling, such as palletization.
Items returned damaged will not receive a refund.
Please contact us for a return authorization number prior to the return. Any items returned without prior authorization may be refused and returned to the purchaser at their expense. All items returned must be in a sell able condition. Merchandise must be in its original box. Merchandise must be completely unused. All merchandise not meeting the above criteria will be refused or returned to you at the your own expense.
The costs of return shipping are deducted from your refund or merchandise credit.
Refunds are not processed until the item has been inspected by us in our warehouse and found to be in its original good condition.
Refunds must be applied to the same credit card, debit card, or other form of payment used in the original transaction.
If your return request is due to product defect or damaged part, we will first work with you to get the product repaired or part replaced. If repair is not possible, then we’ll work with you to get it replaced.
If you have to ship us a return will be we will require you to provide us a few photos before your return will be authorized. We just need some good “before” pictures in case there is any damage to the item on its way back to us.
To expedite the return process, before shipping the item(s) back, make sure they are clean, unused and in the original packaging to prevent damage, and please note all defects along with the photos taken.
If you ship a return to us please forward tracking information to us to assist in processing your return.
San Tan Outdoor Grill and Fireplace Works reserves the right to refuse a refund on a returned item if:
- The item that has been returned does not match the original item shipped to the customer.
- The returned item is missing parts or the original product’s packaging.
- The item was damaged during the return shipment due to improper or insufficient packaging.
- The item being returned has been obviously used.
In the event that the product is received in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of an item in unacceptable condition we will either refuse it or contact you by email to notify you that the item was received damaged or used.
- If the item was received damaged you may file a claim with your shipping company.
- If the item is received used you may choose to have the item disposed of or have the item returned to you at your expense.
- Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days the item will be disposed of or donated.
- Once we receive the return, inspect it, and determine it to be in acceptable condition, we will issue a credit in the original form of payment.
- The credit should be visible on your credit card statement within 3-5 business days (varies by credit card company).
- Please allow us 1-2 weeks after delivery of the returned item to inspect the return and to process your refund.
- An RA number expires 30 days after the date the product was delivered.
- If an RA number expires you will be notified by email.
If you attempt to return an item without an RA (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost, or if we choose to accept the return, additional fees will apply.
Timing is critical when canceling an order. If you need to make a cancellation request please call us immediately at 602 471 1281 Monday through Friday between the hours of 8am-5pm Arizona Time. Cancellation requests sent via email may not be handled in time for your order to be canceled. Therefore, we highly recommend that you call and speak directly with us to cancel your order. No changes can be made to orders once they have been submitted and shipped.
ITEM INFO AND PRICING
San Tan Outdoor Grill and Fireplace Works reserves the right to change item pricing or information at any time. As a result, prices on our website may not at certain times be accurate. If an item is ordered off of the internet before we have updated our prices, the purchaser will be notified and given the option to cancel or pay the difference. If the price of an item is lowered after a purchase is made, San Tan Outdoor Grill and Fireplace Works will not refund the difference to the customer.
In some instances, we may show a picture that does not exactly match the product but helps illustrate what it will look like. In these instances, we will ship you the item you order (even though it may be slightly different than the image). Please check the product information and specs before you purchase. We make the manufactures product brochure and specifications readily available to you for your educational purposes. Lots of the items that we have available have certain options, model numbering etc that can be confusing. Look for the applicable links to information that we try to make every where on the website where they may be helpful.
PLEASE CALL IF YOU HAVE QUESTIONS
We encourage you to have a little conversation with us before you purchase if you have any questions about your purchase or product options or availability. Send us a note of what you are looking at, what you are hoping to accomplish, where you are located, and we can check availability and get back to you right away and have a quick talk to complete your order.
8AM - 5PM
9AM - 4PM
NO DAYLIGHT SAVINGS TIME
SAN TAN VALLEY, ARIZONA
CALIFORNIA HEARTLAND LLC - COPYRIGHT 2019
B-4 General Residential Engineering Contractor
AZ ROC 323478
This classification allows the licensee to construct and repair of appurtenances to
residential structures. Work related to electrical, plumbing, air conditioning systems,
boilers, and water wells must be subcontracted to an appropriately licensed contractor.
This scope includes the CR-21, B-5, and all B-4R sub-classifications.