Eternal Ember stands behind the high quality of every brand we partner with. Customer satisfaction is extremely important to us. By purchasing a product from Eternal Ember, you accept the following provisions. We hope these instructions clarify our return policy and refund process. These regulations apply within the United States.

Key Information

• Customers have 30 days from the date of delivery to request a return, exchange, or refund.
• Refunds are processed after 3 days of receiving the return.
• If there are no damages or defects, customers are responsible for return shipping costs and a 20-25% restocking fee. There may be an additional 15-20% reworks fee if product(s) arrive damaged.
• Order cancellation transaction fees typically range from 2.9% + $0.30 to 5.99% + $0.30.
• The return address is brand-specific. Please refer to the product pages or contact us for details.

Order Cancellations (Before Dispatched)

We do allow cancellations, however, once an order is placed, a cancellation transaction fee will apply. This fee typically ranges from 2.9% + $0.30 to 5.99% + $0.30, depending on the payment method used at checkout. After placing an order, it typically ships within 1-3 business days, though some orders may take longer. If you cancel your order after it has been shipped, you will be responsible for return shipping costs and a 20-25% restocking fee.

Custom Order Cancellations

Please note that custom or made-to-order products cannot be canceled or refunded, as they are specifically crafted to your specifications. All sales for these products are final. If you are unsure whether your order qualifies as custom or made-to-order, we encourage you to contact us for clarification.

Conditions For Returns & Exchanges

Returns are accepted under the following conditions:

1. The product is damaged, defective, or inaccurate.
2. The product is not as advertised, is missing parts (e.g., you order a grill, but it doesn’t come with the screws), or the customer prefers a different color (e.g., you order a grill but want it in white instead).
   

Exchanges are possible under these circumstances.

Returns

We offer a 30-day return window from the date of delivery for eligible items. During this period, customers can initiate a return for a full refund, with the exception that if there are no damages or defects, the customer is responsible for return shipping costs and a 20-25% restocking fee. Items must be in their original packaging, new, unopened, unused, and with all tags attached. No return shipping label will be provided if there are no damages or defects.

Please note that not all shipped orders are eligible for return, such as custom or made-to-order products, as we source these directly from manufacturers. If the manufacturer prohibits returns, we are unable to facilitate a return. This policy may vary on a case-by-case basis, so we encourage you to contact us for specific details regarding the brand or product you're interested in.

If your purchase is not a custom or made-to-order product and is eligible for return, you must first obtain return authorization by contacting us via email at support@eternalemberoutdoorliving.com. Without verification, the items will not be accepted.

All refunds will be processed to the same payment method used for the initial purchase.

Returning Unused Item(s)

You have 30 days from the delivery date to return any unwanted items. you may request to return unused items via email at support@eternalemberoutdoorliving.com within 30 days. Items returned without prior authorization will not be accepted.

To be eligible for a return once we receive the item(s), the item(s) must be in perfect condition, the item(s) must remain in the original packaging, new, unopened, unused, and with all tags attached until your exchange request is accepted and processed.

No return shipping label will be provided, you will be responsible for return shipping costs and a 20-25% restocking fee.

Once the returned product has been examined, the problem identified, and product has been accepted we will process your refund. Depending on your bank, refunds typically take between 5-10 business days to process.

Delivery & Inspection (Damages, Defects, & Order Discrepancies)

Upon receiving your delivery, it is your responsibility to promptly inspect the products for any damages or defects within 2 days of acceptance. If you find any issues, please notify us via email at support@eternalemberoutdoorliving.com and call us within 24 hours at 888-255-0802.

Before signing for your delivery, thoroughly inspect the package for visible damage and ensure that the quantity and type of items match the delivery receipt. If you notice any damage or discrepancies, such as missing or incorrect items, document them with photos or videos, refuse the shipment, and email your documentation to support@eternalemberoutdoorliving.com. Then, call us immediately at 888-255-0802 within 24 hours to report the issue.

For any order discrepancies, such as missing or incorrect items, mark the delivery receipt as "missing" and inform the driver before signing. If no visible issues are found, accept the delivery and call us immediately at 888-255-0802. Please allow a brief grace period for the carrier to locate any missing items. If the items remain untraceable, we will send a replacement at no additional cost.

Should you discover any damage or defects after accepting the shipment, document them with photos or videos and email the evidence to support@eternalemberoutdoorliving.com. After sending your documentation, call us immediately at 888-255-0802 to report the situation. Please note that reports or claims submitted after the 2-day window will not be eligible for resolution.

We offer the following options if damages or defects are reported within 24 hours:

• Replacement parts, a complete item replacement, a discount to retain the item, or a refund.
• Items must not be used to be eligible for replacement parts, complete item replacements, discounts, or refunds.
  
• If you choose to keep the item for a discount or accept replacement parts, you have 2 additional days to accept or reject the offer without using the item(s).
• Please note that we are an online-only retailer and cannot coordinate repairs for damaged items.

If damages or defects are not reported within 24 hours:

• We are beyond the timeframe to file claims with the freight carrier or manufacturer.
• We will not offer any refunds, free replacement parts, discounts, or exchanges.
• Replacement parts for repair may be available.
• Eternal Ember is not responsible for cleaning or removal costs associated with residue on items as a byproduct of the manufacturing process.

Stolen Items

Please be aware that we are not responsible for stolen items. If your shipment is marked as "delivered" by the carrier but is missing, you will need to file a claim directly with the carrier.

Exchanges

To request an exchange before your order is shipped, please contact us via email at support@eternalemberoutdoorliving.com within 24 hours of placing your order. We will try to accommodate the exchange if your order has not yet been shipped. Orders are sometimes processed and shipped very quickly, within 24 hours, so if your order has already been dispatched, it may be too late to make the exchange. Once the order is on its way, exchanges are not possible.

If you need to make an exchange after your order has been shipped, you may request an exchange via email at support@eternalemberoutdoorliving.com within 30 days. Items returned without prior authorization will not be accepted.

Once we receive the item(s), the item(s) must be in perfect condition, the item(s) must remain in the original packaging, new, unopened, unused, and with all tags attached until your exchange request is accepted and processed. If the replacement product is not in stock, we will notify you when it becomes available or offer a suitable alternative.

No return shipping label will be provided, you will be responsible for return shipping costs and a 20% restocking fee.

Once the returned product has been examined, the problem identified, and product has been accepted we will process your refund. Depending on your bank, refunds typically take between 5-10 business days to process.

Clearance Products

Clearance products cannot be exchanged or returned for a refund.

Altering Your Shipping Address

Eternal Ember relies on you to provide accurate shipping information to ensure successful deliveries. If you need to change your shipping address, please contact us within 24 hours of placing your order. Orders are sometimes processed and shipped very quickly, within 24 hours. If your order has already been shipped before we can update the address, it may be too late to make changes. Once an order has been dispatched, we cannot modify the shipping address. Additionally, we cannot be held liable for any missed deliveries due to an incorrect shipping address.

Delivery Delays

We are committed to delivering your order promptly. The estimated shipping times provided on our product pages are based on information from our suppliers and freight companies which are subject to change due to factors such as manufacturer delays, high shipping demand, and labor constraints in factories or warehouses.

Delivery delays can occur and are beyond Eternal Ember's control. We understand this may be frustrating and appreciate your patience and understanding during these times.

If your order has not arrived within the specified time frame, you can check our Order Status page or inquire about its progress via email at support@eternalemberoutdoorliving.com. We will work diligently to track down your shipment and extend the deadline for requesting a refund or exchange if needed.

We value your business and thank you for your patience.

Please Read The Following

When purchasing from Eternal Ember, you agree to the following Exchange Agreement:

• Shipping Estimates: Shipping date estimates on product pages are subject to change due to factors beyond Eternal Ember's control.
• Inspection upon Delivery: Inspect the package immediately upon delivery. If damaged or defective, document it with photos and/or videos and report it to Eternal Ember within 24 hours.
• Product Condition: Returns must be in their original packaging, new, unopened, unused, and include all original tags. Additional restocking fees may apply.
• Refund Limitations: Full refunds are not possible once an order has left the warehouse.
• Return Fees: If you return an order after it has shipped, and it is not damaged or defective, you are responsible for return shipping costs and restocking fees, typically around 20% but varying by product.
• Cancellation Fees: Transaction fees will be deducted from your refund if you cancel an order before it ships. Fees typically range from 2.9% + $0.30 to 5.99% + $0.30, depending on your payment method.
• Order Cancellation and Chargebacks: You agree not to cancel orders or file chargebacks for delays or incorrect estimated times caused by factors outside Eternal Ember's control, such as manufacturing and logistical constraints from partner companies.

How can I start the return process?

To begin the return process, please email us at support@eternalemberoutdoorliving.com to request return authorization. Items returned without prior authorization will not be accepted.

When contacting Eternal Ember Support, please include the following information to help us verify your transaction and address any post-sale concerns:

• Order number
• Recipient details
• Quantity and description of the item(s) to be returned or exchanged
• Reason for return or exchange
• Photo and/or video evidence confirming product delivery

Upon receiving your request, we will provide you with the return address.

*In need of further explanation? If you have any questions, comments, or concerns, please get in touch.

Contact

Phone: 888-255-0802

Email: support@eternalemberoutdoorliving.com

Business Address: 3518 N 34th Ln McAllen TX, 78501 United States

(By using our site, you agree to these terms of use; if you do not agree, do not use our site)

Shipping Options

All orders qualify for free shipping when you select our Economy option. Please note that local pick-up is not available, and we currently do not offer international shipping.

Order Confirmation

After placing your order, you will receive a confirmation email indicating that your order has been received and your credit/debit card has been authorized. We will begin processing your order immediately. Tracking information will be sent to your email within 24 hours of your order leaving our warehouse. If you do not receive the tracking details, please contact us at support@eternalemberoutdoorliving.com or call 888-255-0802 for assistance.

If an item is backordered or unavailable, we will notify you promptly and confirm whether you would like to keep the order open.

Cut-Off Time

To ensure prompt processing and delivery of your orders, we have established a daily cut-off time.

• Orders received by 12:00 PM Central Standard Time (CST) on business days (Monday - Friday) will begin processing on the same day.

• Orders received after 12:00 PM CST, or on weekends and holidays, will begin processing on the next business day.

If you have any questions about our cut-off time or need assistance with your order, please contact us via email at support@eternalemberoutdoorliving.com or call us at 888-255-0802.

Altering Your Shipping Address

Eternal Ember relies on you to provide accurate shipping information to ensure successful deliveries. If you need to change your shipping address, please contact us within 24 hours of placing your order. Orders are sometimes processed and shipped very quickly, within 24 hours. If your order has already been shipped before we can update the address, it may be too late to make changes. Once an order has been dispatched, we cannot modify the shipping address. Additionally, we cannot be held liable for any missed deliveries due to an incorrect shipping address.

Shipping Times

We strive to deliver all orders within 3 - 7 days. However, occasional delays may occur due to circumstances beyond Eternal Ember’s control.

Shipping Carriers

We use the following carriers for shipping:

• Estes Express

• R+L Carriers

• DHL Freight

• FedEx

• USPS

• UPS

Shipping Delays

We are committed to delivering your order promptly. The estimated shipping times provided on our product pages are based on information from our suppliers and freight companies which are subject to change due to factors such as manufacturer delays, high shipping demand, and labor constraints in factories or warehouses.

Delivery delays can occur and are beyond Eternal Ember's control. We understand this may be frustrating and appreciate your patience and understanding during these times.

If your order has not arrived within the specified time frame, you can check our Order Status page or inquire about its progress via email at support@eternalemberoutdoorliving.com. We will work diligently to track down your shipment and extend the deadline for requesting a refund or exchange if needed.

We value your business and thank you for your patience.

Delivery & Inspection (Damages, Defects, & Order Discrepancies)

Upon receiving your delivery, it is your responsibility to promptly inspect the products for any damages or defects within 2 days of acceptance. If you find any issues, please notify us via email at support@eternalemberoutdoorliving.com and call us within 24 hours at 888-255-0802.

Before signing for your delivery, thoroughly inspect the package for visible damage and ensure that the quantity and type of items match the delivery receipt. If you notice any damage or discrepancies, such as missing or incorrect items, document them with photos or videos, refuse the shipment, and email your documentation to support@eternalemberoutdoorliving.com. Then, call us immediately at 888-255-0802 within 24 hours to report the issue.

For any order discrepancies, such as missing or incorrect items, mark the delivery receipt as "missing" and inform the driver before signing. If no visible issues are found, accept the delivery and call us immediately at 888-255-0802. Please allow a brief grace period for the carrier to locate any missing items. If the items remain untraceable, we will send a replacement at no additional cost.

Should you discover any damage or defects after accepting the shipment, document them with photos or videos and email the evidence to support@eternalemberoutdoorliving.com. After sending your documentation, call us immediately at 888-255-0802 to report the situation. Please note that reports or claims submitted after the 2-day window will not be eligible for resolution.

We offer the following options if damages or defects are reported within 24 hours:

• Replacement parts, a complete item replacement, a discount to retain the item, or a refund.

• Items must not be used to be eligible for replacement parts, complete item replacements, discounts, or refunds.

• If you choose to keep the item for a discount or accept replacement parts, you have 2 additional days to accept or reject the offer without using the item(s).

• Please note that we are an online-only retailer and cannot coordinate repairs for damaged items.

If damages or defects are not reported within 24 hours:

• We are beyond the timeframe to file claims with the freight carrier or manufacturer.

• We will not offer any refunds, free replacement parts, discounts, or exchanges.

• Replacement parts for repair may be available.

• Eternal Ember is not responsible for cleaning or removal costs associated with residue on items as a byproduct of the manufacturing process.

Please keep the packaging and labels in case an incorrect item arrives, or the item is damaged or defective. If you have any issues with your product(s) within 30 days of receipt of your order, please contact us by sending photographs and/or videos via email at support@eternalemberoutdoorliving.com.

Once the returned product has been examined and the problem identified, we will process your refund. Depending on your bank, refunds typically take between 5-10 business days to process.

Please Read The Following

When purchasing from Eternal Ember, you agree to the following Exchange Agreement:

• Shipping Estimates: Shipping date estimates on product pages are subject to change due to factors beyond Eternal Ember's control.

• Inspection upon Delivery: Inspect the package immediately upon delivery. If damaged or defective, document it with photos and/or videos and report it to Eternal Ember within 24 hours.

• Product Condition: Returns must be in their original packaging, new, unopened, unused, and include all original tags. Additional restocking fees may apply.

• Refund Limitations: Full refunds are not possible once an order has left the warehouse.

• Return Fees: If you return an order after it has shipped, and it is not damaged or defective, you are responsible for return shipping costs and restocking fees, typically around 20% but varying by product.

• Cancellation Fees: Transaction fees will be deducted from your refund if you cancel an order before it ships. Fees typically range from 2.9% + $0.30 to 5.99% + $0.30, depending on your payment method.

• Order Cancellation and Chargebacks: You agree not to cancel orders or file chargebacks for delays or incorrect estimated times caused by factors outside Eternal Ember's control, such as manufacturing and logistical constraints from partner companies.

Stolen Items

Please be aware that we are not responsible for stolen items. If your shipment is marked as "delivered" by the carrier but is missing, you will need to file a claim directly with the carrier.

*In need of further explanation? If you have any questions, comments, or concerns, please get in touch.

Contact

Phone: 888-255-0802

Email: support@eternalemberoutdoorliving.com

Business Address: 3518 N 34th Ln McAllen TX, 78501 United States

(By using our site, you agree to these terms of use; if you do not agree, do not use our site)