Frequently Asked Questions
|What are the steps to place an order?|
Once you have selected your order and made sure the equipment you are ordering is the correct size and gas type, and includes any other accessories required in the installation, you are ready to place your order. The first thing you should do is read our terms and conditions to fully understand what you are agreeing to. If you have any questions regarding these terms and conditions, please contact us prior to placing your order. If you are a new customer, you must create an account prior to proceeding to the checkout window. If you are a returning customer simply select “Sign In” located on the Homepage’s upper right corner. Once on the checkout page, complete all the necessary information, including the delivery address
|How do I track my order?|
Once an order is processed, a tracking number will be generated and emailed to you. Visit the freight company’s website that was selected for you in our confirmation email and enter that tracking number. The delivery status will appear and if you have any questions or concerns, please do not hesitate to contact us directly.
|Can I have an order held for shipment at a later date?|
Yes, you can, but you must call us immediately once you know the delivery is being delayed. If the order has not been released for delivery from our warehouse, we can simply arrange the most convenient delivery according to your schedule. If the delivery has been released, a return charge will apply (this charge may vary depending on the transit time). It’s best to call us so that we can make the necessary arrangements and discuss any charges.
|I ordered several items. Should I expect multiple shipments?|
You may, but this will depend on the manufacturers of the equipment you ordered. In any event, if there are multiple orders, we will forward to you the tracking number for each order, so you can follow the delivery process.
|What does it mean when an item is backordered?|
An item is backordered when the warehouse has no stock to ship immediately. This delay usually depends on the availability from the manufacturer. We will contact the manufacturer and provide you with an anticipated delivery date. If that date is satisfactory to you, we will proceed with the order according to the new delivery date.
|How do large items get delivered?|
Larger items on standard freight will be delivered by transport equipped with a lift gate. Once the order has reached your local terminal, the transport company will contact you to set up a delivery time. The driver will deliver only to the property line and it will be your responsibility to have the delivery moved with your property. It is extremely important for you to inspect the delivery before you sign the bill of lading. Any damages must be reported at the time of delivery and properly noted on the bill of lading.
|What are my payment options?|
|The most convenient and fastest option is by credit card. This method will get your order going within minutes of approval. In the event of any returns or changes to the order, we can refund any charges on the same credit card.|
If this is not an option, then mailing a check to us would be the next best thing. We will need to have the check cleared and the funds in our account prior to any order confirmation. If this is something you are interested in, please contact us so we can make the necessary arrangements.
|Where can I receive answers to questions regarding products?|
The best way of exchanging information on our products is by email. We can forward specification sheets and product literature that will help in your selection. Our email address is firstname.lastname@example.org.
If this is not something you are comfortable with, please call us at (888) 252-8217. We have experienced personnel available to handle all your questions. We are open Monday to Friday 10:00am to 5:00pm ET.
|Where can I order replacement parts?|
|This will depend on which replacement parts you are trying to locate.|
If you purchased the item originally from us, simply call or email us and we will locate the parts through our manufacturers. If the item is still under warranty, we can pretty much order everything in the unit. If the item is not under warranty, we can still assist you in ordering these parts or direct you to the manufacturers that would carry these parts.
|When will my credit card be charged?|
We want to start the ordering process immediately after receiving your order. That said, we usually process the credit card the day of the order.
|How can I cancel an order?|
|If you need to cancel an order, please call us immediately at (888) 252-8217. We will do everything possible to stop the ordering process and confirm with you if any charges will take effect.|
Please do not email us in this situation. We want to make sure your request is handled in a timely manner.
|How can I modify my order?|
The best way to modify an order is to call us at (888) 252-8217. We often start the shipping process immediately and if you have any changes, we want to make sure we get them added to the order prior to shipping. If for some reason you cannot reach us by telephone, then email us at email@example.com or leave a message if it is after hours.
We look forward to helping you find the perfect outdoor appliances and accessories!