Shipping policy
Free Shipping!
All Element4 appliances (gas & bio-ethanol) ship for free with curbside delivery and lift gate service included.
Shipping for replacement parts is charged based on 3rd party carrier shipping rates.
Order Confirmation:
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.
In the rare case that your item is unavailable, we will void the pre-authorization and reach out to you via e-mail.
If your item(s) are available for shipment within the expected shipment window, we will process the charges and submit the order for shipment.
Shipment Timeline
Appliances
All Element4 appliances (gas & bio-ethanol fireplaces) ship from the manufacturer's warehouse in Zwolle, Netherlands. All appliances are made to order. Please allow for 8-10 weeks for delivery from the date of your purchase.
- Order Confirmation: Emailed immediately after placing order
- Order Cutoff Time: 5PM EST
- Handling Time: 5-7 weeks (for production)
- Transit Time: 2-3 weeks
Replacement Parts
All parts ship from the manufacturer's warehouse in Zwolle, Netherlands. Please allow for 14-21 days for delivery from the date of your purchase.
- Order Confirmation: Emailed immediately after placing order
- Order Cutoff Time: 5PM EST
- Handling Time: 2-7 days
- Transit Time: 10-14 days
Order Shipment:
All orders are processed Monday through Friday. We strive to ship your items as fast as possible, so your order may ship sooner than estimated.
Tracking will be sent to the email address provided on your order as it is available.
Freight Shipments
All Element4 appliances (gas & bio-ethanol) will ship freight. Here is what to expect from the freight shipping process:
Once your order ships you will receive a tracking number that has an estimated delivery date to your local freight terminal. The carrier will call you at your provided phone number to schedule a delivery appointment within the next 1-2 business days.
Only weekday appointments are available.
If you are unable to receive the shipment within 1-2 business days of its arrival at the freight terminal, please contact us.
All shipments are delivered “curbside”. The driver will bring them to the curb and is not authorized to move it further. Anything past curbside must be arranged before placing the order.
Upon delivery, you are within your rights to inspect the contents of your shipment. However, most delivery drivers are not going to wait around for you to inspect all the contents of your shipment.
Our recommendation is to inspect the exterior of the packaging thoroughly. If everything appears to be in good condition, we recommend that you sign for the delivery and write "pending inspection of internal components".
If the exterior of the packaging has significant damage (major dents, rips, water damage, etc.) or appears to have been tampered with (open boxes, components hanging out of the boxes, etc.) we recommend you refuse the shipment and we will arrange for a replacement fireplace to shipped ASAP.
Damages
Shipping damage is rare but it does happen. Our promise to you is that we will be there to assist you every step of the way!
Our team will assume responsibility for any items damaged while shipping as long as you follow the steps and timeline outlined below:
For Freight/Signature Required Deliveries
- Any damage or missing pieces must be reported within 3 business days of your delivery
- Do not discard any damage items OR the original packaging for the damaged items
- Take clear photos of the damage to each item (these photos are critical proof in shipping damage claims)
For Standard Shipments (non-freight)
- Any damage or missing pieces must be reported within 30 business days of your delivery
- Do not discard any damage items OR the original packaging for the damaged items
- Take clear photos of the damage to each item (these photos are critical proof in shipping damage claims)
To report damage email support@theelement4guys.com and include the photos documenting the damage.