eStore Terms & Conditions

Thank you for visiting duraflame.com. We’ve outlined our terms and conditions policies below to ensure a smooth shopping experience on our site. Please review these basic rules that govern your use of our website. By visiting and ordering on our site, you agree to follow and be bound by these terms. Otherwise, please do not use this site. We reserve the right to update this agreement at any time. Please re-read our terms before future purchases. If you have any questions about our policies, please contact us.

LIMITATION OF LIABILITY

We cannot warrant that the operation of this website and its content will be continuous or without error, that defects will be fixed, or that this site or its server will be free of viruses or other harmful effects. As a visitor of this site, you agree that Duraflame, Inc. is not liable for damages of any kind related to your use or inability to access this site.

INDEMNIFICATION

You agree to indemnify, defend, and hold harmless Duraflame, Inc., its officers, directors, employees, agents, licensors and suppliers (collectively the "Service Providers") from and against all losses, expenses, damages and costs, including reasonable attorneys' fees, resulting from any violation of these terms and conditions or any activity related to your account (including negligent or wrongful conduct) by you or any other person accessing the site using your Internet account.

CORRESPONDENCE

Although we will make every effort to respond quickly to email messages, duraflame.com is under no obligation to respond to all pieces of correspondence received through this site, or to maintain your submitted comments in confidence, or to pay compensation of any kind for your comments or submissions. While we welcome your comments and feedback regarding our site and our products, we do not wish to receive any confidential or proprietary ideas, suggestions, materials, or information. All comments, feedback, ideas, suggestions, and other communications disclosed or submitted shall be the property of Duraflame, Inc. Any such communication by you is a declaration of the full release of all proprietary claims and/or intellectual rights regarding your submission. We will not use your name in connection with any such materials, information, suggestions, ideas or comments unless we first obtain your permission or otherwise are required by law to do so.

SHIPPING

Shipping Policies

We ship to the fifty United States only.

For information about product availability outside the United States, please contact info@duraflame.com

We make every effort to process and ship your order as soon as possible, within 2-3 business days of order receipt. Business days are Monday through Friday, 8 AM to 5 PM PST, except major holidays. Most items ship separately, and some items in the same order may ship from different locations, so please note that if you order multiple items, there is no guarantee that all the items will arrive on the same day.  You will receive a shipping confirmation email that includes the tracking number(s) associated with your order. To track your package(s), visit fedex.com.

Shipping Options
Depending on the destination of your order, you will be able to choose from different shipping speeds at checkout.  Below is a list of some of those options. For more detailed information about these and other options, please visit fedex.com.
Ground - delivery in 1-5 business days (3-7 business days for AK and HI) by 8PM, Residential orders deliver Tuesday - Saturday
Standard Overnight - delivery the next business day, except for AK and HI,
 by 8PM, Monday - Friday
Express Saver - 3rd business delivery day by 4:30PM (3 days to AK and HI), Monday - Friday
2 Day - 2nd business delivery day by 4:30PM (3 days to AK and HI) - Monday - Friday

Shipping Errors or Damage

If you are missing an item, or if there is damage to due to shipping, please contact us at estore@duraflame.com or 866-552-3015 within three business days of receiving the item to report the error or damage.  

Items damaged due to the weather are not returnable or refundable at any time.

Shipments confirmed as delivered by FedEx are considered the sole responsibility of the recipient at the time of delivery, whether you personally receive the shipment, or it is delivered to your doorstep. Once delivery is confirmed by FedEx, Duraflame and FedEx are not responsible for missing or vandalized packages.

Shipping Address Change

If you realize you entered an incorrect shipping address (such as an incorrect house/apartment number, zip code, etc) after your order has already shipped, there may be time to redirect or correct the address, but you will need to contact FedEx directly. Please note there will be a FedEx charge for the address correction or redirection. Also note that this will likely result in delayed delivery or, in some cases, returned packages. We do not refund the shipping fees for returned packages. Please ensure your shipping address is accurate before you submit your order.

Order and Shipping Confirmation

After you submit your order online, we will send you a confirmation email of your purchase. You can also print a copy of your order from the website after you submit the order.  You will receive a shipping confirmation email after your order ships, including tracking information. You can track your package(s) online at fedex.com. For questions about your shipment once it is in transit, please contact the carrier FedEx directly at fedex.com or 1-800-463-3339.

Order Cancellation

If you wish to cancel your order, and it has not shipped yet, please contact us immediately at estore@duraflame.com or 866-552-3015. We will make our best effort to cancel if the order has not yet been processed or shipped. If items have already shipped, you may refuse the order but you will not be reimbursed for the shipping costs. Please see our Returns Policy below for more information.

Missing or defective illuma parts or appliances

Please contact us at estore@duraflame.com or 866-552-3015 if a part is missing or defective, and we can mail you a replacement part. Please include your order number and the number or description of the part you are requesting. Consult your illuma manual to confirm the part you need. The illuma manuals are also available online:

Undeliverable or Refused Shipments:

If you refuse delivery, or the shipment is undeliverable and returned to us, we will refund the item cost(s) only. We do not refund the associated shipping fees. If free or discounted shipping was applied to your order, all of the actual shipping costs (inbound and outbound) will be deducted from the refunded amount.

RETURNS

All online sales are final and non-returnable. If you are dissatisfied with the performance of a product, or if they arrived damaged from shipping (not damaged due to weather), please contact our Consumer Affairs department by emailing info@duraflame.com within three days of order delivery date. Please include your order number in your email.

Privacy and Security

We do not share, rent or sell information you provide to complete an online duraflame.com order to any third party, except as required by law and to fulfill an order.