26" Infrared Quartz Electric Fireplace Insert, 1400W Recessed Freestanding Fireplace Heater with 3D Flame Effect, Remote Control & 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, delivered in spec and on time. In the event that you are not satisfied with your purchase, simply return it within 30 days from the date of delivery. Please keep in mind that all returns must be unused, unwashed and undamaged and all packaging, labels and tags must remain intact and be attached with the item. Promotional items, flash sales, clearance items and any items marked as "final sale" are not eligible for partial refunds, exchanges, or returns. All sales are final.

 

Product Returns:

We recognize that sometimes an item may not meet your needs or simply does not fit with your décor. If you are unsatisfied for any reason with your purchase, you can initiate a return or exchange up to 30 days from the date of delivery. For all eligible returns, item(s) must be unused and undamaged and labels and tags must remain intact and returned in their original packaging. Otherwise, the item may not be eligible for return. In the event of receiving an item which does not conform to those standards, please email us at [email protected]. Please retain the original package for returns, otherwise we reserve the right to reasonably refuse any return.

To initiate a return for an exchange or refund, Please email us at [email protected] along with the return 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 out, we will process a return shipping label. Once we’ve received the returned item, we will then process your total refund, excluding return shipping costs, to your original method of payment. 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:

If you paid and decided that you do not want the item, or you purchased the item in error, the amount charged for shipping will not be refunded. If you paid a shipping charge and the item is defective or we made an error of some kind, the amount charged for shipping will be in the request a return label. If you insist on returning the item, feel free to contact us via email to state your return reason and request a return label. Our customer care support will inform you of the shipping cost. Please note that returned products be in original condition for them to be eligible for return and resale. The product should be unused, unwashed and undamaged and all packaging, labels and tags must remain intact and be attached with the item. If these are not available, the product will not be eligible for return. Once the returned product has been received by us and if the item(s) are as per our return policy, we will then process your refund. Please note the refund takes about 3 business days to be processed and returned to your account.
You can also choose a self-selecting logistics company to return the item, and the shipping expenses shall be borne by yourself. When you need the refund to be issued, please send us an email indicating the order details and return tracking number to expedite the refund process.

 

B: Quality or other factors related returns:

If there is any quality issue with the item, please feel free to contact us, we will exert great effort to cope with the issue according to the status of the item with partial refund, full refund, return for replacement.

Please Note: Please ensure that the product is brand new and unused. All exchanges must be carried out in the original packaging. If you do not have the original packaging on hand, you will need to pay an additional $45 repackaging fee for each item.

 

Send wrong item:

1. You can choose to keep the wrong item with a discounted price offered by our customer care team. In the meanwhile, you can request us to 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 the replacement or the full refund if the return tracking number shows any further status of the shipment.

 

Item damaged during the shipping:

1. Upon the receipt of the item, if you find the item is damaged or manufacturing defect, please reject the delivery and kindly get in touch with us immediately. We will request you to kindly email us the photographs of the defective product and appropriate action will be taken by our customer care support thereafter.
2. Damages found after you have received the item, please contact us with pictures of the damaged item, we will either send you return labels to return the damaged item back for a replacement or a full refund or directly send you a new one or a full refund depending on the damage status of the item and your will.

 

Package Lost: 

After you have received the tracking number, still you haven't got the item by the expected delivery date. You may look around, check it with your neighbors, and contact the shipping company. After which, the package still does not show itself up. Contacting us with your phone number, we would set up a lost package claim against the shipping company to have your matter taken care of. It will take a week or so to get the investigation result from the shipping company. Please wait patiently during the period, and we would take a relevant measure to have it settled.

 

Order Cancellation:

1. Order cancellation before shipment: You could contact us via emails to have the order cancelled timely. Indicating the order details, such as the order number, receiver's name, and other key information, it will help us to locate your order immediately and cancel it in a prompt manner to avoid unnecessary troubles. You have 24 hours to decide whether to cancel it or not without any additional charge after the order is placed. Once you get a cancellation confirmation from our customer care team, the full refund will be issued to you in two business days.
2. Order cancellation after shipment: Items will be sent out the second day after the order is placed. Cancellation after shipment will be liable to the recall cost charged by UPS, which is $21. If you are aware of the charge and still want to have the order cancelled, you can contact us, and we would help you stop the delivery. After the item is being returned by UPS, you can request a refund from us. This policy is only applied to UPS ground delivery service. Items delivered by UPS SurePost, USPS or truck do not allow to be intercepted. If you want to cancel the latter ones, you must reject the packages when the shipping companies are trying to make the delivery and shipping cost will be applied in this case.
3. We have the right to cancel an order due to items being oversold or for any reason of our choosing. If we choose to cancel an order you will be notified immediately and issued a full refund.

 

Returned Products:

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