Napoleon Phantom Freestanding Outdoor Electric Infrared Heater

U.S Delivery Policy

At Wood Fire Home, we are committed to providing a seamless shopping experience for all of our valued customers in the United States. This shipping policy applies to all domestic orders of our high-quality fireplaces, fire pits and other hearth appliances. Orders are fulfilled by our U.S.-based supplier partners and shipped directly to customers. Please note that we do not offer international shipping at this time.



Shipping Method:

We understand the importance of placing your order, and receiving your purchase as quickly as possible. That's why we ensure that your order is promptly processed, packaged and dispatched within 3 business days. Delivery times vary, but on average you should expect your delivery to land within 10 days of dispatch.

Processing Time:

Once you place an order, our team will work diligently to process it as quickly as possible. The processing time may vary depending on the specific product and supplier. However, on average, you can expect your order to be processed within the first business day.

Shipping Time:

The shipping time for your order will depend on your location. We partner with reputable carriers to ensure that your products are delivered safely and efficiently, and we hold ourselves responsible for this process being seen through. On average, you can expect your order to arrive within 5-10 business days from the date of shipment.

Shipping Cost:

We offer free shipping on all domestic orders within the United States that are over $99. The shipping cost on orders under this threshold will vary based on weight and size. There are no additional charges or hidden fees. The price you see on our website is the final price you pay.

Order Tracking:

Once your order has been processed and shipped, we will provide you with a tracking number. You can use this tracking number to monitor the progress of your shipment and estimate the delivery date. Simply visit our website and enter the tracking number in the designated tracking tool.

Order Modifications and Cancellations:

If you need to modify or cancel your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request, but please note that once the order has been processed and shipped, modifications or cancellations may not be possible.

Return Policy:

In the unlikely event that your order arrives damaged or with any defects, or if for any reason you are not happy with your purchase, please contact our customer support team within 48 hours of receiving the shipment. We will guide you through the return and replacement process to ensure your complete satisfaction. Please refer to our return policy for detailed instructions on how to initiate a return and receive a refund or exchange.

Thank you for choosing Wood Fire Home for all your home and hearth needs. We are dedicated to providing exceptional products and service to enhance your home experiences.

Return & Refund Policy

At Wood Fire Home, we strive to provide our customers with high-quality home hearth products. We understand that sometimes, despite our best efforts, a product may not meet your expectations. In such cases, we have a clear and transparent refund policy in place to ensure your satisfaction, and if your case is deemed eligible, you will be entitled to a full refund.

Eligibility > Process > Options > Exclusions

Eligibility for Refunds:

If you are not completely satisfied with your purchase, you may be eligible for a refund under the following conditions:

• The product is damaged or defective upon arrival
• The product does not match the description provided on our website
• The product is missing essential components

Refund Process:

If you are eligible for a refund, please follow these steps:

1. Contact our customer support team within 14 days of receiving the product. Note that claims made after 14 days are far more likely to be declined.
2. Fill out the return form that our team provides you.
3. When approved, you will be provided with a return shipping label
4. Return the product in its original packaging, including all accessories and documentation
5. Once we receive the returned product, our team will inspect it to ensure it meets the refund criteria
6. Once approved, you will be refunded in full

Refund Options:

Depending on the circumstances, you may be eligible for one of the following refund options:

• Full refund: If the product is damaged or defective, you will receive a full refund, but return shipping must be paid by you.
• Partial refund: In some cases, if the product is still usable despite the issue, we may offer a partial refund.

Exclusions:

Please note that the following situations are not eligible for refunds:

• Change of mind or personal preference
• Damage caused by improper use, negligence, or accidents
• If the appliance has already been installed (contact us if appliance won't turn on - it's most likely parts that can be replaced separate to the appliance)

Contact Us:

If you have any questions or concerns regarding our refund policy, please don't hesitate to contact our customer support team. We are here to assist you and ensure your satisfaction with our products.

Note: This refund policy is applicable only to purchases made on woodfirehome.com and is subject to change without prior notice. Please refer to our website for the most up-to-date policy.