Shipping & Returns
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and per-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on back order or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
If your order is stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@Contemporary LED.com
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@Contemporary LED.com and we will process an insurance claim on your behalf.
Cancellations & Refunds:
All orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
RETURN/EXCHANGE POLICY - FIREPLACE UNITS, LIFTS, AND PARTS
Please inspect your fireplace unit immediately upon receipt for shipping damages and notify Touchstone Home Products immediately if there is damage. Return/refund will not be accepted for damage claims received past 14 days after delivery.
Return Authorizations must be requested within 30 days of delivery. Touchstone will not issue a Return Authorization if the request is received more than 30 days after delivery.
You must contact Touchstone Home Products for a Return Authorization number (RA#) by calling toll free our Customer Service at 888-978-3531. Please make sure the Return Authorization number is written on the outside of the box you send back to Touchstone Home Products. Returns without an RA# will be refused.
There is a 15% restocking fee on merchandise returned/exchanged for any reason other than a product defect or shipping damage. Any items that are returned without a return authorization will be refused and refund will not be issued.
While Touchstone Home Products includes Free Ground Shipping on all fireplace units at no extra charge, the customer is responsible for all shipping costs tied to the return of the fireplace back to Touchstone Home Products, as well as the original shipping costs from Touchstone to the customer. The fireplace unit must be returned in its original packaging. Returns of fireplace units without the original box and foams will be denied.
Returns/Exchanges received more than 30 days after we have issued you a return authorization will be denied and not refunded.
ITEMS MUST BE RETURNED IN THEIR ORIGINAL PACKAGING AS SHIPPED BY TOUCHSTONE HOME PRODUCTS. ANY ITEMS RETURNED IN PACKAGING OTHER THAN THE ORIGINAL PACKAGING WILL BE REFUSED.