Embers - Part # GLEMB25

Shipping Policy

Whenever possible we will ship items via UPS or by the USPS. Due to size and weight, some products may be shipped truck freight. Shipping costs are based off product, weight, and size. Shipments are made to continental U.S. locations only. Special provisions apply to shipments to Alaska and Hawaii.

PO Boxes

Please note that we are currently unable to ship to PO Boxes or Military (APO/FPO) addresses. We must have a residential or commercial physical address in order to ship any item. If a non-physical address is entered, we will contact you to obtain a physical address. If we are unable to do so and the item ships, fees may apply for reshipment, restocking and delays will occur.

Truck Freight

For items that are too large or fragile to be delivered via UPS or USPS, we partner with truck freight carriers specializing in the transportation and delivery of large parcel and/or pallet freight orders. Truck freight items cannot be shipped by any express shipping method.

All Truck Freight Shipments Include Lift-Gate Service.

The carrier’s driver will lower the shipment to the curb outside your home. You will be responsible for any further transportation beyond that point. We recommend asking a family member, friend or trusted neighbor for extra help.

Truck Freight Shipping Process:

• Your order is picked up from our warehouse and we send you a Shipping Confirmation email with tracking information to let you know your order is on its way.
• The order is shipped to a Local Delivery Terminal.
• The local delivery terminal will contact you to schedule a delivery date and appointment window.
• Delivery! Be sure to inspect the shipment contents upon delivery. If you have any concerns regarding the condition or packaging of your order, simply describe the issue on the delivery receipt provided by the driver and contact us for assistance.

Free Shipping Policy

Orders over $99 ship free with Standard UPS Ground Service, USPS Priority Mail or Truck Freight delivery. Our Free Shipping offer is available to the 48 contiguous United States only. Orders shipped to Alaska, Hawaii or other non-continental US territories do not qualify. Shipping charges for orders under $99 will be charged an actual shipping cost. Orders that contain individual items that are less than $99.00 will ship free provided the entire order totals more than $99.00. Shipping Fees will be charged for any express shipping requests.

Not all items qualify for free shipping. Check the product page for details. Free Shipping does not apply to items in the Sale category and may not be combined with other offers or discounts.

Free Shipping Exclusions
Free shipping excluded for Florida, New York, Washington and Maine. Our customer service team will contact you to discuss the shipping cost and options.

Damaged Due to Shipping

Please contact us within 2 business days of delivery if the product you received is damaged. Photos of the product(s) are usually required. Some products may need to be returned. In that case our Customer Service Specialists will guide you through the process.

Sales Tax on Purchases

Sales tax will be applied to purchases shipped to California and Kentucky. If you are a tax-exempt customer, please send us a copy of your state’s exemption certificate before ordering.

Use Tax

Notice for Use Tax in States Where Bluegrass Living Does Not Collect Sales Tax:

Purchases are subject to use tax unless exempt from taxation in states other than California and Kentucky. The purchase is not exempt merely because it is made over the Internet.

Other states will require customers to report their purchases that were not taxed and pay use tax on those purchases. Customers should check their state’s reporting requirements for tax forms to be used for this purpose.

Notice for Installing Gas Heating Appliances

Only a qualified agency should install and replace gas piping, gas utilization equipment or accessories, and repair or equipment servicing.

The term “qualified agency” means any individual, firm, corporation, or company that either in person or through a representative is engaged in and is responsible for:

• Installing, testing, or replacing gas piping
• Or Connecting, installing, testing, repairing, or servicing equipment; that is experienced in such work; that is familiar with all precautions required; and that has complied with all the requirement of the authority having jurisdiction.

The customer may be required to provide proof of installation by a qualified agency. Failure to follow this notice may result in void of return, refund or product warranty.

General Return Policy:

Bluegrass Living accepts returns on products that are new, unused, unassembled, and resalable products in their original packaging purchased from Bluegrass Living within 30 days of receipt. A refund will be issued for the product(s) and any applicable taxes to your original payment method once the return has been processed and inspected at our facilities. Please note that customer will be responsible for the return shipping cost and there will be an additional 15% restocking fee deducted from the total refund.

Note: If you purchased your product from one of our many online marketplace partners, please submit a return request with the online marketplace you originally purchased from.

Returning Bluegrass Living Purchases:

Method 1: Return via online account.

Log into your account on www.bluegrassliving.com, locate your order number and complete the return request form. Please be as detailed as possible in your request as to why you want to return the product. Our Customer Service Specialists will review the request and respond as quickly as possible.

Method 2: Return via phone or email.

Please contact one of our Customer Service Specialists for help submitting a return request. Note: You have 30 days from the day the RMA is issued to return your products. Include the provided RMA number and ship to the address as shown:

Bluegrass Living

Returns: RMA# _________

2701 Industrial Drive, Suite 1

Bowling Green, KY 42101

IMPORTANT: All returns require a Return Authorization Number (RMA) before the product(s) can be returned to our warehouse. Please write the RMA number on the outside of the box before returning. Products returned without a Return Authorization Number cannot be traced and will not be refunded.

Bluegrass Living reserves the right to refuse a refund on a returned product if:

• A return is received without an RMA number.
• The returned product does not match the original product shipped to the customer.
• The returned product is missing parts, safety tags, rating labels or the original product's packaging.
• The product was damaged during the return shipment due to improper or insufficient packaging.
• The returned product shows signs of obvious use
• The product has been assembled and the customer cannot properly package for return shipping
• The return is received at the wrong address. Returns are processed at a different warehouse.
• The return is sent Cash on Delivery (C.O.D.). All returns must be sent pre-paid by the customer.

Orders with Free Shipping:

The actual costs incurred by Bluegrass Living to ship the order are not refundable and will be deducted from the refund amount.

Discounted Orders (Products on Sale or Coupons):

If a discount coupon was used at the time of purchase or a discount was given for any reason, the refund amount is based on the actual amount paid after the discounts have been applied.

Exchanges:

We do not exchange products. If you ordered the incorrect product or want to order something different, please request an RMA for Return. You will be responsible for arranging the return shipping and return shipping costs. Bluegrass Living is not responsible for return packages that are lost or damaged by the return shipping company. A new order will need to be placed to receive the desired product.

Note: A 15% restocking fee will be applied to all returns.

Damaged, Defective or Incorrect Products:

Please contact us within 2 business days of delivery if the product you received is damaged, defective or incorrect. Photos of the product(s) are usually required. Some products may need to be returned. In that case our Customer Service Specialists will guide you through the process.

Note: All returns are professionally inspected prior to any refund. If the product is found not defective, you are responsible for the shipping back to your location.

Warranty Claims:

After 30 days, the product is subject to the manufacturer’s warranty and must be authorized by a Customer Service Specialist. Click here to see our Warranty Policy.

Order Cancelations:

Please contact one of our Customer Service Specialist as soon as possible if there is an error in the shipping address, once the order has been placed. Please keep in mind that order cancelations can only be made within 2 hours from when the order was placed.

Returns Processing Time:

We process Returns as quickly as possible. However, sometimes there are delays due to the large amount of shipping at our warehouse. Please allows at least 30 days before inquiring as to the status of your Return. If you have not received confirmation of credit in that time, please contact us via phone, chat or email and include your RMA number so we may research the status before contacting you back.

Note: Depending on your credit card company, it may take an additional 2-10 business days after your refund is applied for it to be posted to your account.

Important Information:

• Do not return products without first notifying us and obtaining an RMA number.
• Do not refuse a package if you decided you do not want it. Please contact us for an RMA number so we can refund you for the return.
• Do not attempt to make a return in person.
• Do not return products that have been filled with fuel. You must drain all fuel before returning the product(s).
• Do not send a return back to the warehouse it shipped from. Our Returns department is located in another warehouse.
• Proof of purchase from Bluegrass Living is required.
• You are responsible for all shipping costs associated with getting your products back to our warehouse. We do not accept Cash on Delivery (C.O.D.) shipment charges. Return shipments must be pre-paid by the customer.
• Bluegrass Living is not responsible for return packages that are lost or damaged by the return shipping company.