SHIPPING & RETURNS
Shipping & Tracking Numbers
We charge a shipping and handling fee, shipping and handling will automatically be calculated upon checkout. We ship via UPS, FedEx, or US Mail. The majority of our products are shipped from different warehouses around the country. Most products leave our warehouses within the time specified on the item page. Napoleon parts may take longer as they sometimes have to be shipped down to us from Canada which can cause a delay. We make every effort to ship from the warehouse closest to your location. We do not automatically receive tracking numbers from all of our warehouses. If your product was shipped from a warehouse that does provide tracking information it will be available online. If you do not receive your product within the time specified for that product feel free to call or e-mail for an update on your order.
Choosing 3 Day Select, 2nd Day Air or Next Day Air does not necessarily guarantee that you will receive the product in that time frame. Please see the "usually ships within" section on the product you are interested in. Please understand that we require time to process your order. If you need a product by a specific date, please call before you order to make sure the product is in stock. There are no refunds for delays with these shipping methods.
In the event that a product is on back order the customer will be notified and given the option of canceling their order or waiting for the product to arrive. We make every effort to keep our site updated with back order information, however we may occasionally miss something.
Most products have a 30 day return period. Circuit boards, special order parts, stove venting, all custom cut gaskets and other select electronics are not returnable. If you find that you need to return something, please call or e-mail us for return instructions. You will be refunded the original purchase price minus a 20% restocking fee. You will not be refunded any of your original shipping. All returns must be sent back pre-paid, with a tracking number, unused in the original packaging and in a resellable condition. We do not reimburse for any fees that you incur to send the product back to us. All products will be tested before a refund will be issued, if the product is not in proper working order you will not receive a refund. You will have 30 days from the date the RMA is issued to return the item/s. Returns with out an RMA or returns sent to the incorrect address will be charged a 30% restocking fee. Any order that is refused will be charged a 30% restocking fee.
Cancellations & Changes All orders are subject to a 10% cancellation fee. We can not cancel your order if it has been processed or shipped. We allow orders to be cancelled within 60 minutes of when they were placed. The cancellation fee will not apply if a product is on backorder and was not noted at the time of the order. Due to our automated order processing system we are unable to change or add to an order after it has been placed. We apologize for the inconvenience.
A 20% restocking fee will be charged on all returns. Returns received with out proper paperwork or an RMA number, or returns sent to the incorrect address will be charged a 30% restocking fee.
We currently only offer international shipping to Canada on our website. We try to mail most items we send to Canada as this is much cheaper than UPS. Some items, such as stove burn plates and large blowers as well as parts from warehouses that do not ship by mail may be assessed an additional shipping fee over what our website charges. In the event that this additional charge applies to your order you will be called and informed of the additional shipping charge for your approval before shipping. We apologize for the inconvenience of this change to our international shipping policy but it has become unavoidable due to the increased cost of shipping certain items. We bear no responsibility for any tariffs, brokerage fees, or additional taxes or fees assessed by the country of delivery.
International shipping outside of Canada
While we do not have established rates for shipping to countries outside of the U.S. and Canada we are able to ship to other countries. You would need to contact us by phone or email and a shipping quote will be given based on the country of delivery and the items needed. We bear no responsibility for any tariffs, brokerage fees, taxes or any other costs assessed by the country of delivery.