1400W Electric Fireplace Log Heater, Realistic Ember Bed Insert with Remote Control, Adjustable Flame Brightness & Temperature, Overheat Protection

1. How do I contact Bestoutdor regarding my order?
Whatever happens to your order, you can contact us via [email protected]. It is important to provide us with your email and telephone number, order number or tracking number so we can check the status of your order.

2. When will my order be shipped out?
Once we receive your order, we will process it on the same day and send it out in 1-2 business day. Any orders placed on Saturdays will be sent out together with Sunday's orders.

3. What shipping methods do you offer?
We use UPS ground, UPS SurePost, USPS and freight transportation by truck to ship your orders. Each shipping method will be based on the size and quantity of the items ordered. We only serve US and Canadian customers.

4. What is the estimated delivery time?
We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, our warehouse processes your order in 1-2 business days. It is then picked, packed, and dispatched. Please note delivery times vary depending on your location and the possible courier screening that the package goes through. Our standard delivery times (3-5 business days) are estimates and may vary due to external factors outside of Bestoutdor, and our courier's control. These factors may include but are not limited to, extreme weather conditions and technical failures.

5. How do I cancel my order?
Please initiate a cancel request from your personal center. If the order has already been shipped out, we would request $21 as a recall fee for each package. Please refer to the Return Policy for additional information.

6. What if I don't receive my order?
If your order is delayed or missing, please contact the shipping carrier directly to confirm if they have delivered the item to the right address. We also recommend providing your phone number to our customer service team. We will file a formal claim request with the carrier to search for your package. Generally speaking, carrier investigations typically take 5-7 business days to locate your package or confirm its status.

7. What if I have received a damaged order?
Please initiate a return request from your center and within 3 business days after receiving your package. Note any visible damages (scrapes, dents, etc.) or operationally damaged (the system will not work), take the digital photographs and provide Bestoutdor with proof of the damage in detail as this will assist us in processing your order refund.

8. When can I expect a refund debited to my account once I return the item?
Once you are authorized to return an item to us, please pay close attention to the return tracking number. Once the item is delivered to our warehouse, we will issue you the refund in 3-5 business days.

9. What is the warranty of my item?
All items come with a guaranteed 3-month warranty from the date of purchase. We will cover any cost that occurred due to an item quality issue.

10. How do I return the item?
If you receive any defective items, contact us for a full refund. Most products can be returned within 3 months of purchase if they are in like-new, resalable condition with the original packaging, tags, and receipt included. For returns due to unmet expectations (items must be unused, undamaged, and in original packaging with tags attached), you will be responsible for return shipping costs to facilitate the refund process through Bestoutdor.

11. Can I order replacement parts from your store?
Normally we don't sell parts individually. If your order is under warranty, we will send replacement parts to you without any charge, provided we have the parts available. If your order has extended its warranty date, we advise you to order any additional parts or replacements from your local hardware store.

12. How to pay for my order?
We support PayPal payment and credit card payment, you can choose either one. Note: If you choose to pay by credit card, please confirm that your billing address is correct

13. Will an invoice be included in my package?
There will be no invoice in your package. If you want to request an invoice, please contact our customer service for a screenshot of your order details.

With Bestoudor, you can be sure of consistent, world-class outdoor products that meet the highest global quality and safety standards, delivered in spec and on time. If you are not satisfied with your purchase, you may return it within 30 days of delivery.

 

Return Eligibility:

We understand that sometimes a product may not meet your expectations or match your décor. If you are not fully satisfied with the product you purchased, you may request a return or exchange within 30 days of delivery. For all eligible returns, item(s) must be unused, undamaged, and returned in their original packaging with all labels and tags intact. Otherwise, the item may not be eligible for return. If you receive an item that does not meet these standards, please email us at [email protected]. Please keep the original package in case a return is required. We reserve the right to reasonably refuse returns that do not comply with our return policy.

Items that Cannot be Returned or Exchanged:

*Sale items
*Customized items
*Offline purchases (items or parts not listed on our website)
*Products marked as "Non-returnable" on the product page
*Bundled discounts (unless the entire set is returned)
*Assembled or disassembled products
*Any item beyond 30 days from the delivery date
If the item is damaged or defective, the above exclusions do not apply. In such cases, please take relevant photos and send them to us so we can assist in resolving the issue.

How to Return an Item:

To initiate a return for an exchange or refund, please email us at [email protected]. Once the item is shipped, please provide us with the tracking number(s).
Please send the returns to:

Note: This address and contact information are only used for returns, not for customer service

We do not refund or return original shipping charges. You are responsible for paying for your own shipping costs for returning any item to Bestoutdor. In the event that you are unable to ship the item, we will process a return shipping label. Once we’ve received the returned item, we will process your total refund to your original payment method, excluding return shipping costs. Please note that all refunds are processed within 3-7 business days.

If you cannot find what you’re looking for in our Return Policy, please visit our Contact Us page for additional customer service assistance.

 

A: Non-quality related returns:

You are responsible for the return shipping costs to Bestoutdor for any non-quality related return. If you are unable to arrange shipping, we can provide a return shipping label, the cost of which will be deducted from your refund. Once the item is returned to our warehouse, our team will inspect it. If the item is brand new, resalable condition, we will issue a refund for the product price (excluding original and return shipping charges) to your original payment account. Please note that all refunds are typically processed within 3-7 business days.
Alternatively, you may return the item using a carrier of your choice at your own expense. To help expedite your refund, please email us your order number and return tracking number once the item has been shipped back.

 

B: Quality or other factors related to returns:

If there is any quality issue, shipping damage, or manufacturing defect with the item, please feel free to contact us. Based on the condition of the items and the specific situation, we will offer an appropriate solution, which may include a replacement, a partial refund, or a full refund. In cases of defective items, Bestoutdor will cover the return shipping costs.

Please Note: All returned or exchanged items must be brand new and unused. All exchanges must be carried out in the original packaging. If you no longer have the original packaging on hand, an additional $45 repackaging fee will be applied per item.

 

Wrong Item Received:

1. You can choose to keep the wrong item with a discounted price offered by our customer care team. In the meantime, you can request that we send you the correct item that you have ordered. In this situation, you have to only pay for the wrong item at a favorable price.
2. You can request a return label to send back the wrong item for the correct replacement or a full refund. After you have delivered the item to UPS/FedEx, you can contact us for a replacement or a full refund if the return tracking number shows any further status of the shipment.

 

Items Damaged During Transit:

1. Upon receipt of the item, if you notice visible damage or manufacturing defects, please reject the delivery and kindly contact us immediately. We may ask you to email us clear photos of the damaged or defective product, after which our customer support team will review the case and take appropriate action.
2. If damages are discovered after unpacking, please contact us with clear photos of the damaged product and packaging. We will either provide you with a prepaid return label to return the damaged item for a replacement or issue a full refund, depending on the item's condition and your preference.

 

Package Lost: 

If your tracking information shows "Delivered" but you have not received your package by the expected delivery date, please check your surroundings and contact the carrier first. If the package remains unlocated, please contact us with your order details. We will file a lost package claim with the shipping company to have your matter taken care of. Investigations typically take approximately one week. We appreciate your patience during this process and will ensure a satisfactory resolution.

 

Order Cancellation:

1. Order cancellation before shipment: You may contact us via email to cancel your order before it is shipped. Please provide order details such as your order number, receiver's name, and other key information to help us locate and process your request quickly. You have 24 hours from the time of purchase to cancel without any additional charges. Once cancellation confirmed from our customer support team, a full refund will be issued to your original payment method within 3-7 business days.
2. Order cancellation after shipment: Orders are typically processed and shipped on the following business day after being placed. Cancellations requested after shipment will incur a $21 recall fee, as charged by carriers (FedEx or UPS). If you wish to proceed, you can contact us, and we will attempt to intercept the delivery. Once the item is successfully returned to our warehouse, your refund will be processed. Please note: Interception only applies to FedEx or UPS Ground services. Items shipped via UPS SurePost, USPS, or freight/truck delivery cannot be intercepted. In such cases, if you want to cancel the latter ones, you must reject the package at the time of delivery, and applicable shipping costs will be deducted from your refund.
3.  Cancellations by Bestoutdor: We reserve the right to cancel an order due to items being oversold or other unforeseen circumstances. If we cancel your order, you will be notified immediately and issued a full refund.

 

Protection Services

Please note about protection services: Optional shipping and warranty protection services purchased at checkout are provided by our third-party partner, Xcotton, and are non-refundable after 24 hours of order fulfillment. These protection services are separate from and supplement Bestoutdor’s standard shipping and return policy with additional benefits. If you purchased protection and need to file a claim, please visit sp.xcottons.com/parcel#/parcel/parcel-login. Protection benefits may include coverage for delayed, damaged, or lost shipments, and other benefits as outlined in your protection terms. For questions about protection coverage before filing a claim, please review your order confirmation email for specific protection terms.

 

Returned Products:

For any item returns, you can request a return label. Please notify us in advance via email at [email protected].