When will my order arrive?
Once you have received confirmation that your order has been shipped please allow 1-7 business days for transportation of your order.
Hazardous flammable materials (HAZMAT) require special handling, so please remember that your delivery will take just a little longer than normal deliveries.
What delivery services do you offer?
In accordance with regulations, all deliveries must be via ground only (air transport is not permitted). Delivery generally will be through either FedEx or R+L Carriers. Tracking information will be provided to you via email at the time of dispatch confirmation. Should an item be out of stock we will contact you via telephone or email to confirm. Please note that we can only deliver within the continental United States.
Standard shipping is to the door only, Monday to Friday, unless otherwise specified on the order. Additional charges may apply if the delivery address is changed after the order has shipped, if specific delivery dates are requested, or if the delivery company is required to make multiple delivery attempts.
Will e-NRG ship with my EcoSmart Fire?
e-NRG ships separately from our St. Louis warehouse. If your order includes e-NRG and EcoSmart Fire, you will receive a separate confirmation for e-NRG. We do our best to closely align the delivery of each shipment so you can begin using your EcoSmart Fire immediately.
My order hasn’t shipped yet. Can I make a change?
Orders can be altered or changed up to 24 hours prior to the scheduled ship date. Please contact us as quickly as possible at +1 (888) 590-3335 for further assistance.
Where do you deliver?
Online ordering is available only in the United States and Canada. Shipping is free unless otherwise noted. If shipping to Hawaii, Alaska, Yukon Territory, Northwest Territories, Nunavut, and Newfoundland, please contact us for a custom shipping quote.
If you are located in Mexico, Central or South America, we’d be happy to assist you and your purchase by phone. Please contact us at +1 (888) 590-3335.
Can the driver call me 30 minutes prior to delivery?
Drivers are unable to call 30 minutes prior to delivery, but you can track the status of your FedEx deliveries online and freight carriers will call in advance to schedule a delivery appointment.
What happens if I am not home to receive the order?
If you are not home to receive the order, a delivery attempt notice will be left on your door. You are able to contact the delivery company to arrange for re-delivery. Please note multiple delivery attempts or delayed deliveries may incur additional charges.
What should I do if there is an item missing from my order?
If any items or parts are missing from your order, please contact our Customer Support Team via [email protected] or call us at +1 (888) 590-3335 within 7 days of receipt of your delivery. After the 7 day period, items cannot be reported as missing due to the limitations imposed by the carriers shipping the products.
What happens if the product I receive is different to what I ordered?
If the product received is different from what you have ordered, or does not meet your expectations, please contact us as soon as possible via [email protected] or call us at +1 (888) 590-3335 within 7 days of receipt of your delivery.
What is your returns/exchange/refund policy?
In the event you change your mind about something you have ordered, a 15% restocking fee will be applicable. Unopened, unused, uninstalled items can be returned or exchanged for up 180 days following the date of purchase. Please note e-NRG bioethanol is not eligible for return.
Original freight costs are not refunded and items must be returned in their original packaging unless otherwise agreed by EcoSmart Inc in writing. If you no longer have the original packaging, replacement packaging may need to be sent at your cost, to be deducted from any credits or exchanges. Return shipping costs will be charged at their actual rate.
Credit notes, refunds or release of replacement items will be issued within 7 business days following the receipt and full inspection of the returned item.
What are your payment terms?
Payment is needed to finalize your order. You’ll be able to provide your credit card information during online checkout.
Which payment methods do you accept?
We accept Visa, MasterCard, American Express and Discover.
I never received an email confirmation for my order. What can I do?
Please contact us at +1 (888) 590-3335 or via email at [email protected] for further assistance.