13KGHT73 Shipping Policy – Flames Depot

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Shipping Policy

Order Confirmation:
Once your order is placed with us you will receive a notification and confirmation email with all your order details. If you receive your confirmation email that means our system has properly processed your purchase and has authorized your credit card. We will then submit your order to our transit team to reach out to our supplier and/or warehouse manager. If for some reason your item happens to be out of stock or on backorder beyond the lead time on the product page, we would be happy to provide you with a full refund should you choose so (see cancellation policy below). Additionally, you can pre-order and we will ship your item the second it arrives. Should your items be on back order beyond the date on the product page, we will let you know and let you decide whether to wait, or get a full refund. 

Shipment process:
Upon receiving your order we will vary the stock level of your item and proceed with processing your card within 7 days from the date of your order. Once the tracking numbers are available we will issue those to you via email to the email you provided at the time of your purchase. If for some reason you do not receive the tracking information from our team within 8 days of your order, do not hesitate to reach out to us at info@flamesdepot.com - 1-800-208-9300 (Call/Text)

Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos to returns@flamesdepot.com and we will process an insurance claim on your behalf.

 Pre-Orders:

Flames Depot is dedicated to sourcing any item you may need. You are welcome to place Pre-Orders for items that are out of stock, and we will ship them the second they become available from the manufacturer, ensuring you get the item before anyone else. If you have questions about lead times, please refer to the product page or contact us at info@flamesdepot.com | 1-800-208-9300 (Call/Text). All pre-orders are subject to the cancellation policy below. 

Backorder Policy & Protocol

If an order is placed on a product that is listed as back-ordered (or is advised), our protocol is to charge the customer's credit card or Paypal account. In order to have more control over this unfortunate fulfillment delay, we must process your payment when your order is placed to prevent:

    1. Undesired delays in receipt of your product by you until proper information can be provided by you to us because of unintentional change of payment information.
    2. Intentional attempts at fraudulent receipt of products by way of purposely providing false payment information.
    3. Collecting and handling of your sensitive financial information through a delayed date of order fulfillment and shipment. Our strict internal controls are in place to limit impressions or realities of fraud, and we make every effort to not, at any point, be in possession of your sensitive financial information.   

Therefore we do this to avoid costly and frustrating postponements, cancellations, rerouting, and in some cases unfortunate fraudulent receipt of shipments. This usually happens due to intentional or unintentionally submitted false payment information. Therefore, this back-order protocol has been put in place to limit unnecessary and excessive costs of doing business, which allows us to keep our prices lower for you, our customer. Thank you for your patience and understanding with any back-order you may place with us.

While Waiting...

If you placed a back-order and you did not intend to do so, you may do the following:

    1. Review other comparable products on our site for purchase in place of your current order. If you would like to modify your order, please place a new order and contact us immediately after so we can modify or refund your original order.
    2. If your your order has not already shipped, we can cancel and refund your order in full after a brief period of confirming the order cancellation with the manufacturer. You can e-mail us at info@flamesdepot.com with your cancellation request. You may also request inventory availability so a new order can be placed when the item becomes available.
  • Please wait a minimum of four (4) business days for your credit card company to post the credit. 

Please note, that unless we are advised by you in a written email reply indicating either of the above two options prior to shipment, we will assume that you want to keep your present order in place until the product is available to ship (requiring no post-order response from you). We will continue to diligently work on your behalf with the manufacturer to fulfill your order as soon as possible and advise on freight and tracking information when it is made available to us.

Lastly, all ETA's are subject to change. Flames Depot does not and cannot control any timeline regarding orders due to us solely being an Authorized Dealer of each of the brands we sell, not the brand/manufacturer of the products ourselves.

Order Cancellations:

If for any reason you wish to cancel your order, just let us know! As long as your product has not shipped yet we can take care of it. 

We are working with all suppliers and couriers diligently to prevent any and all shortages.