- General Shipping Policy
In order for our system to provide an accurate shipping quote, please be sure to enter a valid shipping address. Otherwise, your order may be delayed. Please review the details of your order and inform us of any mistakes so that we can expedite the processing of your order.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
All orders will be processed within approximately one to two business days, provided the items are in stock and there are no problems with the payment verification. Wood Heat does not guarantee same day shipping. Orders will not be processed on weekends or holidays.
If you receive a damaged product, please notify us within 48 hours of receipt.
If you do not receive a product within ten days of the ship date, please notify us so we can investigate.
- Freight Policy
Wood Heat takes great care to package each product to minimize the potential for shipping/handling damage; however, damage may occasionally occur. The receiving party is responsible for the inspection of the product prior to signing for receipt from the trucking company.
Please follow these guidelines when receiving a delivery:
Upon receipt of the product, carefully inspect the exterior of the packaging for any damage, rips, tears, holes, etc. before removing the exterior packaging.
- Record any damage at the time of delivery on the bill of lading delivery document before you sign for receipt.
- If possible, document delivery damage with a photograph.
- Failure to properly notate damages or concerns at the time of receipt may result in the receiving party being responsible for the costs associated with replacement parts, shipping costs and labor to repair the product.
- If there is visible damage to the packaging and the product appears damaged, the delivery may be refused.
Remove all packaging and confirm the product is received in good condition. Here are some areas to pay particular attention to:
- Confirm the receipt of all items with the item count listed on the bill of lading.
- Confirm that the product is fastened to the pallet and upright with no visible damage to the boxes.
- For open-crated product, look in to the crate and inspect the product finish for chips or visible “dust” associated with the damage to finishes.
- Inspect the glass to ensure it is not broken or cracked.
If a problem is discovered after the delivery has been accepted, please contact Wood Heat at 267-347-5300, or email firstname.lastname@example.org. It may be possible to resolve the problem without returning the item. Please retain all packaging material and a copy of the packing list and order receipt until satisfied with the condition of the purchase.
Refunds are issued to the credit or debit card used at the time of the original transaction for the original sale price plus applicable sales tax. Shipping and handling charges will not be refunded unless Wood Heat is at fault in the shipment of the order.
- Bulk Products Delivery Policy
On the Secure Checkout page, you will see a box labeled Order Instructions/Comments. In this box, please enter delivery instructions for our driver. Useful information would include the desired date and time for delivery, and the location where you would like the product placed. A garbage can placed in your driveway can be used to mark the exact spot. It is also important to include a phone number, should the driver need to reach you for any reason.
Our drivers are instructed not to deliver off your paved surface. You, the customer, take responsibility for your property once the truck goes inside the curb line. Wood Heat will not be held responsible for any damage that occurs once the truck goes inside the curb line, or for product delivered to the wrong area, if the area was not properly marked.
- Warranty Policy
Wood Heat itself offers no expressed nor implied product warranties. All product warranties are provided to the purchaser directly by the manufacturer. Wood Heat and it's service team assists our customers to fulfill manufacturer warranties. Contact our service department if you are in need of warranty assistance.
- Return Policy
Venting products may be returned within 30 days of delivery for a refund, except for special order and custom items. We will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). All other items are non-returnable. Returned items must be in "like new" condition, and in the original packaging.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We will e-mail you an RMA number for your return order. Please print out and include the RMA number with your return. We'll notify you via e-mail of your refund once we've received and processed the returned item.
- Service Policy
At Wood Heat, we sell high quality products that, with proper maintenance, should provide many years of trouble-free operation. We also provide service on the products we sell which is billed at an hourly rate. Our technicians are some of the best in the industry, so we are typically able to resolve problems in an efficient and cost-effective manner. It is however possible that we will encounter a service related issue that we simply cannot resolve within a particular time frame. In this case, we will do our best to assist our customer with a course of action that will lead them to an acceptable solution, but hourly rates will still apply.
- Cancellation Policy
You may cancel your order at any time prior to shipment. To cancel your order, please call the store at 267-347-5300. For a non-stock item, once the order has been placed with our supplier or manufacturer, it becomes the customer's responsibility to pay for the item. No refunds will be given for a non-stock item, once the order has been placed with our supplier or manufacturer.
- In-Store Pick-Up Policy
Orders that are placed online, and picked up in our store, are subject to 6% Pennsylvania state sales tax.
Pellet orders that are placed online, for in-store pick-up, must be picked up within two weeks of the order date.
When you order from us, we collect personally identifiable account information from you. If you order one of our products or services, we will collect and maintain your name, e-mail address, billing address, shipping address, telephone number, product selections, and order number. We collect this information, as disclosed in this policy, in order to fill your order, and to communicate with you about your order.
If you contact one of our customer service representatives by telephone, e-mail or letter, we may keep a record of your correspondence or comments. If you report a problem with our site, we may collect such information in a file specific to you. If you contact us through our message system or by calling one of our customer service representatives, we may ask for your name and e-mail address in order to send you a reply. If other users or third parties send us correspondence about your activities or purchases on our site, we may keep the information in a file specific to you.
The information collected by Wood Heat is used only for the limited purposes of processing orders, keeping you informed about your order status, for statistical purposes, and for improving our site and its performance. We will disclose your account information to third parties to charge your credit card, fill your order, deliver your order, and provide customer service. For example, we must release your credit card information to the card-issuing bank to confirm payment; and release your address and telephone information to the delivery service to deliver the products that you ordered.
We may release your account information when we believe that such release is reasonably necessary to enforce or apply our store policies or to protect the rights, property, and safety of Wood Heat, our users, or others. If customers do not pay us for products ordered, we may submit their account information to a third party collection agency.
Occasionally Wood Heat may be required by law enforcement or judicial authorities to provide account information to the appropriate governmental authorities. We will disclose account information upon receipt of a court order, subpoena, or to cooperate with a law enforcement investigation. Wood Heat fully cooperates with law enforcement agencies in identifying those who use our services for illegal activities. We reserve the right to report to law enforcement agencies any activities that we in good faith believe to be unlawful.
Except as otherwise stated in this policy, Wood Heat will not disclose your account information to a third party. We will send you our e-newsletter only if you opt-in, and you can opt-out at any time.
- Security Policy
The Wood Heat online store is hosted in a PCI-compliant data center. Whenever you provide our online store with information, that information is protected, while in transit, using 128 bit SSL encryption. Our online store has security measures in place to prevent the loss, misuse, or alteration of data under our control.
- Duravent Internet Sales Policy
M&G DuraVent provides no warranty for the following professional products if such products are not installed by a trained professional installer: DuraTech®, DuraPlus HTC®, DuraChimney® II, PelletVent Pro®, DirectVent Pro®, FasNSeal®, FasNSeal® W2, FasNSeal® Flex, and PolyPro®, and M&G DuraVent’s relining products including DuraLiner®, DuraFlex® (SW, Pro, 316, 304), and Ventinox®
- Any M&G DuraVent product sold by a non-approved website will not be warranted.
- Any customer that has bought product from a non-approved website will not be given technical assistance or support from M&G DuraVent.
- Any website not compliant with this Internet Sales Policy shall not use M&G DuraVent’s trademarked and registered properties, and will be notified to remove them immediately. DuraVent reserves the right to enforce its intellectual property rights against entities not in compliance with this Internet Sales Policy.
We will make our best effort to maintain accurate information on this site. In the event of an error in pricing, product description, or other information, we will correct the information as soon as possible once we are notified. Wood Heat will not be held liable for pricing errors, and we reserve the right to cancel an order, and refund payment, if such an error occurs.