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Customer Service

Shipping & Tracking Numbers

We charge a shipping and handling fee, shipping and handling will automatically be calculated upon checkout. We ship via UPS, FedEx, or US Mail. The majority of our products are shipped from different warehouses around the country. Most products leave our warehouses within the time specified on the item page. We make every effort to ship from the warehouse closest to your location. We do not automatically receive tracking numbers from all of our warehouses. If your product was shipped from a warehouse that does provide tracking information it will be available online. If you do not receive your product within the time specified for that product feel free to call or e-mail for an update on your order.

Expedited Shipping

Choosing 3 Day Select, 2nd Day Air or Next Day Air does not necessarily guarantee that you will receive the product in that time frame. Please see the "usually ships within" section on the product you are interested in. Please understand that we require time to process your order. If you need a product by a specific date, please call before you order to make sure the product is in stock. There are no refunds for delays with these shipping methods.

Backorders

In the event that a product is on back order the customer will be notified and given the option of canceling their order or waiting for the product to arrive. We make every effort to keep our site updated with back order information, however we may occasionally miss something.

Returns

Most products have a 30 day return period. Circuit boards, special order parts, stove venting, all custom cut gaskets and other select electronics are not returnable. If you find that you need to return something, please call or e-mail us for return instructions. You will be refunded the original purchase price minus a 20% restocking fee. You will not be refunded any of your original shipping. All returns must be sent back pre-paid, with a tracking number, unused in the original packaging and in a resellable condition. We do not reimburse for any fees that you incur to send the product back to us. All products will be tested before a refund will be issued, if the product is not in proper working order you will not receive a refund. You will have 30 days from the date the RMA is issued to return the item/s. Returns with out an RMA or returns sent to the incorrect address will be charged a 30% restocking fee. Any order that is refused will be charged a 30% restocking fee.

Cancellations & Changes

We can not cancel your order if it has been processed or shipped. If you would like to cancel your order please call us. We have a very short window for cancellation in most cases.

Restocking Fees

A 20% restocking fee will be charged on all returns. Returns received with out proper paperwork or an RMA number, or returns sent to the incorrect address will be charged a 30% restocking fee.