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STANDARD TERMS AND CONDITIONS OF SALE


    Returns/Shipping

    Shipping Policy

    Iron Embers accepts and ships online orders from residents within Canada and the United States. Iron Embers offers several North American shipping options for online orders based on the destination, shipping dimensions, and shipping weights. Shipping estimates are available before purchase confirmation, provided that the ship-to postal code is correct.

    Orders may be shipped using LTL freight with or without tailgate delivery services, (provided the order is shipping to a commercial address). Smaller items from the online store may be shipped separately by conventional shipping providers: FedEx, Canpar, Purolator, or UPS.
    After an order is submitted, you will receive an email confirmation. You will receive another email confirmation once the order is complete and ready to be shipped.

    Cancelation Policy

    Orders may be canceled before shipment by contacting our office at 1 (888) 575-4766. Online orders are built to order, and you must call as soon as possible to cancel the order before it is shipped. Please do not request cancellations by email or online messages.

    Custom projects may be subject to a cancelation fee or partial payment for materials that have been ordered custom or personalized for the project.

    Standard Returns Policy

    You may request to return standard Iron Embers products within 14 days of delivery for a refund. Iron Embers will require photographic confirmation of condition to ensure the product is in new and unused condition before the request may be eligible for a refund. Approved refunds are processed and applied to the original payment method.

    Iron Embers can arrange return shipping with freight charges incurred at the customer’s expense. No refunds will be available for original shipping charges, including refused packages and shipments. Approved refunds are subject to a 15% restocking fee, deducted from your refund’s total value.

    Address returns to:
    Iron Embers
    Attn: Returns
    32 Airpark Pl. Unit 1
    Guelph, ON N1L 1B2

    For Guarantee claims or concerns after delivery, learn more at ironembers.com/10yr-guarantee or contact us directly for details:
    Email: info@ironembers.com
    Office: 1 (888) 575-4766

    Retail and Dealer Purchases

    Iron Embers products are available from our growing network of retail locations and online drop-shipping partners. Purchases made through a third-party authorized dealer are subject to the seller’s return policies and are considered non-refundable by the manufacturer (Iron Embers).

    Returning Customized Products

    Customized products include custom design projects, units with personalized cut-outs, and other requested modifications. Due to personal configuration or design on these products, Iron Embers does not accept returns or exchanges unless the product is damaged or defective upon arrival.

    If a mistake or error with a configuration, personalization, or design occurs during the production process, our team will work together with the customer to find a suitable solution on a case-by-case basis.



    10-Year Guarantee Policy


    Iron Embers (“IE”) specializes in creating long-lasting outdoor fire pits and accessories for backyard and cottage lifestyles. We fabricate handcrafted products that will last a decade, and we stand behind the quality of each build with our 10-Year Guarantee! As an Iron Embers customer, we aim to support your fireside experience with best-in-class customer service for many years to come.

    The 10-Year Guarantee and Claim Procedure

    The 10-Year Guarantee is a goodwill arrangement offered by Iron Embers to cover key quality indicators as set forth below and ensure you reach the maximum lifespan of your Iron Embers products (some exclusions apply; see Product Exclusions for details).

    Disclaimer: The IE 10-Year Guarantee is NOT a product warranty and does not require you to register your product at the point of purchase.

    Valid proof of purchase from an Authorized Dealer or Order Number from IE may be required to process a claim. Guarantee claims must be made through Iron Embers, not by the original Authorized Dealer or Distributor.

    Do not ship or mail any components for a Guarantee claim before contacting Iron Embers, as in some cases it may not be necessary to return the item. Our goal is to make any claim as simple as possible by providing white glove customer support to any owners that encounter valid claims. If further assistance is needed, please email us at info@ironembers.com for more information.

    In the unlikely event that you have a Claim to process on an Iron Embers product, these are the KEY QUALITY INDICATORS COVERED BY THE IRON EMBERS 10-YEAR GUARANTEE

    1. Burn Through & Craftsmanship

    The offered 10-Year Guarantee primarily covers the unit’s structural integrity for the burn through and craftsmanship of materials, including the 1/4″ steel, stainless steel mesh, cooking grills, fire grates, chiminea caps, hinge mechanisms, and doors.

    Burn Through – This refers to the coverage of damage to the metal components based on burn through caused by regular use. Products subject to Abuse and Misuse may not be eligible for coverage.

    Craftsmanship – This refers to the coverage of the structural integrity of the welds and fabrication process of our products. If deemed defective or damaged due to the quality of construction, our team will assess the situation and provide a reasonable resolution.

    The Guarantee does not include coverage on non-structural blemishes that do not affect the performance or structural integrity of the unit.

    2. Paint – Limited Coverage (60 Days)

    Due to the nature of our high-heat enamel paint solutions, the IE 10-Year Guarantee includes limited paint coverage that relates to the initial curing process, completed when you apply heat to the paint. During the first sixty days (60 days) of ownership, if the paint begins to peel, bubble, or otherwise detach from the unit, our team will assess the damages and provide a reasonable solution.

    The Guarantee does NOT provide coverage for surface rust that will occur and can be maintained with Iron Embers signature touch-up paint.

    Our 10-Year Guarantee limited paint coverage does not extend to scratches, dents, chips, fading, changes in appearances of the high-heat enamel paint after the first sixty days (60 days) of product ownership.

    3. Shipping Damage

    While we do our best to ensure that your package arrives by selecting shipping partners with a proven track record of success, unfortunately, shipping damage can occur during the transportation of your products under unique circumstances.

    Shipping carriers can be liable for the damaged product during shipment. If your shipment is damaged during delivery, send photo evidence to info@ironembers.com with your order number to file a claim, and our team will assess the appropriate next steps.

    Abuse and Misuse

    For products deemed as damaged due to misuse or abuse by our customer service team when assessing the case will not be eligible for coverage under the 10-Year Guarantee offer.

    Examples of abuse and misuse include but are not limited to;

  • Burning hazardous materials (i.e., gasoline, tires)
  • Deformation/damage resulting from overloaded capacity
  • Modifications and post-purchase customizations
  • Violations and infractions of local/regional bi-laws
  • General physical abuse or intentional damage


Product Exclusions

The following products are excluded from the standard 10-Year Guarantee offer.

  • The Hexagon Flare – INDIGO X IRON EMBERS URBAN FIRE PIT Exclusive product (2021)
  • IRON EMBERS SELECT COLLECTION - Including the Catalyst Fire Pit & Screen (2024)

 

Thank you for burning with Iron Embers – we know you will enjoy Your Fireside Experience, and we are here to provide you with outstanding customer service and post-purchase support.

Iron Embers Inc.

32 Airpark Place, Unit 1
Guelph, ON N1L 1B2
1 (888) 575 – 4766
info@ironembers.com

Website Information

All information and product specifications contained on the Iron Embers website are subject to change without notice, and IE reserves the right to modify such information at any time.