Shipping
Tropical Flames reserves the right to choose delivery type (parcel or freight), carrier, and service level of each shipment shipped via standard shipping. In the event of freight shipments, standard shipping includes curb-side delivery and lift gate service. If special considerations are required for curb-side delivery (ex: hard to reach areas such as an island location or a rooftop condo, etc), these special considerations will be an additional fee and are not included in standard shipping. Our Shipping Policy does not apply to items that require you to call for pricing, as these sometimes require special delivery considerations.
All shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, Tropical Flames can not be held responsible for damages that may occur during delivery.
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Deliveries to hard to reach or remote areas (as determined by Tropical Flames, LLC and/or the delivery service), e.g. the Florida Keys, New York City, etc., may incur an additional shipping fee. One of our customer service associates will contact you if there are any additional charges prior to your order being shipped. You will also be notified if we are unable to ship specific items to the address you've selected. Reasons for this may include but are not limited to remote locations, dirt or gravel roads, and narrow or winding roads. We cannot deliver to vacant establishments. It is the responsibility of the customer to inform us of any problems with this type of delivery at the time of purchase. Tropical Flames, LLC cannot be held responsible for shipping fees on items not delivered due to the shipping company's inability to deliver to a particular location. The customer is responsible for shipping both ways if the item(s) are not deliverable and returned.
All freight shipments must be confirmed before delivery. The freight company will contact you prior the driver's arrival to schedule the delivery. For this reason, please be sure to include a contact phone number or numbers when placing your order. Missing your scheduled delivery could result in an additional fee for the re-delivery.
All freight shipments, unless specifically noted, are curbside delivery. The driver and truck must have reasonable access to the end of your driveway. All orders shipped via a freight carrier will require a signature at the time of delivery. An adult must be present at the time of delivery. If your order includes free freight shipping, the driver will take the item off the truck for you via lift gate, however, it is your responsibility to move the item(s) from that point.
Once the driver has unloaded the item(s) from the truck you are responsible for inspecting the exterior packaging. Please be sure to note any visible damages to the box, crate or item on the driver's Proof of Delivery (POD) form. We also recommend taking photos of any damaged packaging and or items. If you sign for the delivery without noting any visible damage on the POD form, the shipping company is released from any responsibility for the damage. Tropical Flames, LLC reserves the right to choose which shipping or freight company delivers your purchase. Please note that once your order is handed over to the delivery company, we cannot change the shipping address, nor can we control the delivery date or time.
We will keep you informed if any item(s) you ordered are on backorder or are out-of-stock and unavailable for immediate shipping. You may cancel your order at any time prior to the item(s) being shipped.
We do not offer international shipping.
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Returns
Tropical Flames, LLC offers a 100% Customer Satisfaction. You may return any item within 45 days from the receipt of shipment for a full refund of the purchase price (less actual shipping costs and a 15% restocking fee). If a return is due to our error, we will gladly cover all shipping costs.
The items must meet the following criteria:
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The item must be in new condition and not installed or used in any manner
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The item cannot be scratched, dented or discolored in any way
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The item must be returned in the original packaging with the original receipt and packing slip
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The packaging cannot be damaged
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Personalized or special ordered items as well as discounted or sale items are not returnable
On any return, the customer is responsible for the shipping both ways.
If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways.
If an item is damaged upon arrival, or if we send the wrong item, we will pay for the return shipping and make sure that you receive the correct item at no extra cost to you.
Return Instructions
All returns require previous communication with Tropical Flames. Please contact our Customer Service Department for further instructions.
Do NOT simply ship the items back. Our products ship from several different warehouses and it is essential that they are returned to the proper location. Items returned to the wrong location may be refused and shipped back at the customer's expense.
The item(s) must be re-packaged in its original packaging. We also recommend insuring the shipment and obtaining a tracking number. Please forward that tracking information to our Customer Service Department. If your return arrives to us damaged, you will need to file a claim with the shipping company to be reimbursed. We are not responsible for damages during shipping on returns.
Once we receive the return, inspect it and determine it to be in acceptable condition, we will issue a credit back to the credit card used for the purchase. Please allow 1-2 weeks after delivery of the returned item for the item to be inspected and for our Customer Service Department to process your refund.
Email: info@tropicalflames.com
Call: (954)-263-6004 Monday thru Friday 8:00 a.m. - 5:00 p.m. Eastern Time.
Any calls received after hours will be returned the next business day.
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