Shipping Policy
Our base "Curb-side Pickup" shipping is always completely free for all home deliveries!
If you are interested in enhanced shipping services such as threshold shipping or white glove delivery, our team is here to assist. Please keep in mind, enhanced shipping services for our indoor and outdoor products are subject to availability and costs paid by the customer.
- Threshold Shipping: This involves the item being brought onto your porch or into a sheltered/garage area.
- White Glove Delivery - this includes the item being brought into your room of choice, any minor assembly, and all boxes and packaging removed from your house!
To inquire about enhanced shipping services, contact our team via live chat, email: support@thetorchguys.com or call us (202) 539-6797.
Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our Empire Comfort System and pre-authorized your credit card for the purchase. In the rare case that your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for shipment within the expected shipment window, we will process the charges and submit the order for shipment.
Shipment Window:
Shipping window varies from product to product. Please review the product page for the expected shipping time of your multi-sided electric heater. We update these daily so you know what to expect.
In general, items that are custom made, made-to-order, or special order will take longer to ship.
Order Shipment:
All orders are processed Monday through Friday. We strive to ship your items as fast as possible, including the True North TN24 gas stove, so your order may ship sooner than estimated.
Tracking will be sent to the provided email address. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at support@thetorchguys.com
No Shipping outside the USA.
Curbside Freight Shipments
Items that are too large or delicate to ship by standard ground carrier are required to ship freight, especially those from the Ovation Gasfire collection. Freight carriers are specially trained to handle oversized and fragile items.
Here is what to expect from the freight shipping process:
- Once your order ships you will receive a tracking number that has an estimated delivery date to your local freight terminal
- The carrier will call you at your provided phone number to schedule a delivery appointment within the next 1-2 business days. Only weekday appointments are available. If you are unable to receive the shipment within 1-2 business days of its arrival at the freight terminal, please contact us.
- All shipments are delivered “curbside”. The driver will bring them to the curb and is not authorized to move it further. Anything past curbside must be arranged before placing the order (see “shipping options” above).
- Upon delivery, it is important that you inspect the shipment thoroughly before signing. Any damage or missing items should be noted on the delivery receipt. You have 5 business days from the delivery date to submit a claim for damage or missing items. To submit a claim email: support@thetorchguys.com or call us (202) 539-6797.
Return Policy
It’s important to us that you are happy with your purchase. If, for whatever reason, a product doesn’t fit your needs, our team is here to assist.
Cancellations
You may cancel your order any time before it ships free of charge (exceptions do apply for custom orders & made-to-order products).
To cancel an order, please contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797.
Custom Orders and Made-to-Order Products
We take pride in your ability to customize & personalize our products. Our goal is for you to find the exact product to suit your needs. Given that custom orders & made-to-order products are put into production specifically for your order, these items are not eligible for cancellation or refund.
All sales are final for custom made & made-to-order products.
Return Process
Items Eligible for Return
Most unused items can be returned within 30 days of delivery. To schedule a return please follow the steps below:
- Contact our customer support team via live chat or call us (202) 539-6797. You can email: support@thetorchguys.com as a first step, but our team will need to speak with you to gather information about your return.
- You will receive an email confirming your return request has been accepted or denied within 1 business day. If approved, your email will also include detailed return instructions. ***From the date you receive this email, you have 30 days to return the product.
- Any items returned outside of this process are not eligible for refund, including the thermostat variable remote control.
Items Not Eligible for Return
- Custom made and made-to-order products
- Items marked “non-returnable” in the item description
- Used items, or items that have been installed or assembled
- Bundled kits sold at discounted rate - the entire kit must be returned.
Refunds
- Your refund will be processed back to the original form of payment. Most banks process refunds within 3-5 business days.
- Checks will be mailed for bank wire or check transactions. Refund checks are valid for 90 days from the date they are issued.
- If the product you’ve returned is ineligible for refund, we will notify you as soon as possible.
- Return shipping costs will be deducted from the refund.
- In some cases, a restocking fee may apply. This is completely up to the manufacturer. If a restocking fee does apply, we will let you know during the return review process.
Exchanges
If you would like to exchange your product, you may do so. You are responsible for any shipping fees throughout the returns & exchange process. To schedule an exchange please contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797.
Damages
We aim to ensure your product is delivered in excellent condition. In the rare event that your order does sustain damage during shipping, we are here to assist you with your ruby direct vent gas fireplace. Our team will assume responsibility for any items damaged while shipping as long as you follow the steps and timeline outlined below:
For Freight/Signature Required Deliveries:
- Any damage or missing pieces must be noted on the delivery receipt.
- The order must be opened and inspected in the presence of the delivery driver.
- If you sign for the delivery without noting any damage or missing items on the receipt, you are accepting that your full order has arrived in excellent condition.
- Do not discard any damaged items or the original packaging, especially if they are part of the vented burner system.
- For severe damage, we recommend noting on the delivery receipt, “refused due to damage” and contact us immediately.
- Contact us within 1 business day via live chat, email: support@thetorchguys.com or call us (202) 539-6797 to report the damage. Please have delivery details & photos illustrating the damage ready.
- Damaged items are required to be returned within 30 days.
For Standard Shipments: Expect timely delivery to enjoy a cozy fire soon.
- Any damage or missing pieces must be reported within 30 days of receipt.
- Do not discard any damaged items or the original packaging.
- Contact us via live chat, email: support@thetorchguys.com or call us (202) 539-6797 to report the damage. Please have delivery details & photos illustrating the damage ready.
