FAQs -SHIPPING, CANCEL, EXCHANGES, REFUNDS, RECEIPTS, RETURNS, WARRANTY

• When will my order get shipped?

• Can you guarantee delivery?
Generally, you should expect delivery within 3-15 business days of your order. However, we cannot guarantee the time that will take FedEx, UPS or a truck freight carrier to deliver your package. That is completely out of our hands and is determined exclusively by the workload and delivery schedule.

• Can I pick up my order myself?
Our fireplaces are shipped from several different warehouses. Please send us an email to zopaflames@gmail.com for information on a particular product. Make sure to include a complete name of the product and the state you are located in.

• What shipping options do you offer?
We offer free standard shipping to the US & Canada. Lighter items get shipped UPS or FedEx Ground and larger items get shipped LTL freight (curbside delivery). If you need a faster delivery we can get you a quote. To get a quote, Support email zopaflames@gmail.com and include the name of the item.

• How do I know if my shipment has been shipped?
We will send you tracking information within 1 business day of your order leaving the warehouse to the e-mail address you provide when checking out. If you do not receive tracking information from us within 7 business days of your order feel free to follow up with us at zopaflames@gmail.com.

• How does the fireplace come when it is shipped to my home?
Smaller, lighter packages (under 50 lbs) generally ship in one carton via FedEx or UPS ground. Larger and heavier items will be shipped LTL freight.

•       Cancel Order 

• How do I cancel my order?
You may cancel your order free of charge up to 2 business days after the order was placed and if the order has not been physically shipped.Cancellation requests received beyond 2 business days will be evaluated on a case-by-case basis and cannot be guaranteed, If your order has already shipped.

• Is it too late to cancel if my order has already shipped?
If your order has been shipped, the standard return procedure applies. Please avoid refusing the shipment. In most situations, it is better to accept delivery of your order and go through the standard return procedure. Refusing a shipment may increase the chances of the unit being lost in transit.

•   Receipts Order 

• Do I have to be home when my order is delivered?
For FedEx and UPS do not require a signature and will leave the package in a suitable place near your door.
For freight shipments, You must inspect on-site whether the outer packaging is damaged or squeezed out, and sign receipt to confirm it. the fireplaces are transported by logistics company arranged by logistics (LTL logistics), Because it is the original packaging will be placed on a pallet for transportation, The carrier will make an appointment by phone in advance and deliver the goods to your door. The placement position is determined by the entry and exit of the transport vehicle and the download space of the goods. Please refer to our Shipping Policy.
• I can't be home to receive my order. Can someone else receive it for me?
FedEx and UPS do not require a signature and will leave the package in a suitable place near your door. For freight shipments, yes, you can have someone else who is at least 18 years old to be present at the time of the delivery and to inspect the package and contents on-site whether the outer packaging is damaged or squeezed out, and sign receipt to confirm it. for more informations, Please refer to our Shipping Policy.

•   Exchanges, Refunds

 Yes, You can make changes or You may cancel your order free of charge up to 2 business days after the order was placed.  If the goods have been dispatched, you need to receive the goods first, and then arrange returns and exchanges, which need to go through this process.

 Before placing an order, please read the product description carefully and check the product specification picture, which has detailed instructions. Make sure you buy the correct size. Of course, we can provide a replacement, make sure the replacement meets our return criteria. But we will charge a little shipping fee.
• I returned an item. when will I get my refund?
While we do our best to process return requests in a timely manner, please allow us two to three weeks to process your return as we have to wait for the item to be returned and inspected before issuing any refunds. This excludes your financial institution's processing time for the amount to be into your account.

• My item was damaged and I missed to note about the damage on the delivery receipt. Can I still get a replacement?
Zopaflame fireplaces will assume responsibility for the cost of repairs or replacement of damaged items under the following conditions: The damage or the missing items are clearly noted on the delivery receipt (for freight shipments) The damage or the missing items are reported within 24 hours. You will not be responsible for the shipping costs to return or replace the item.
• What if my order is damaged during shipment?
In the unlikely event that an item you ordered arrives damaged, you may return the item for a replacement or a full refund, as long as you: Notate the damage on the delivery receipt (for heavier and bulkier items shipped via Freight). Report the issue within 24 hours after delivery of the item.

• What if the box has no visible damage but I discovered that the unit is damaged upon unboxing?
Please report the damage to us within 24 hours. This is why we highly encourage you to open and inspect the item as soon as it gets delivered for hassle-free returns and replacements. For heavier and bulkier items that are delivered by freight, it is imperative to make a note on the delivery receipt.

•     Returns 

• Do you accept returns?
Yes. We want to make sure that you are happy with your purchase, If you're not satisfied with an item that you purchased from Zopalflame fireplace, you can return it within 30 days after delivery for a full refund, as long as the item is in its original saleable condition and packaging.

To return an item, submit your request in writing and send it to zopaflames@gmail.com.  We will send you a prepaid shipping label and instructions on how to send your item back to us. Any returns without an RMA number will be rejected.

• What is your return policy?
If you're not satisfied with an item that you purchased from Zopaflame, you can return it within 30 days after delivery for a full refund, as long as the item is in its original condition and packaging. Made-to-order items and items that have been used or modified in any way may not be returned.

 

•     Warranty Informations 

All our products are covered by manufacturer’s 2 years warranties. Please refer to your product manual or the "Warranty" tab on the product page to learn more about its warranty coverage