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Customer Service
- HOW DO I PLACE AN ORDER?
- WHAT ARE MY PAYMENT OPTIONS?
- VIEWING ORDERS
- CONTACT US
- SHIPPING AND DELIVERY
- RETURN AND DAMAGES POLICY
- PRIVACY AND SECURITY
- TERMS AND CONDITIONS OF USE
- GUARANTEED LOW PRICES POLICY
HOW DO I PLACE AN ORDER?
- We want you to feel safe and secure buying through FireComfort.com. Therefore we offer several different ways to place an order:
- Order online! - You will find it safe, fast, and easy. When you place an order through our website, you can make changes and review what you have entered nearly every step of the way. Available 24 hours a day 7 days a week.
- Call us! - Our sales and service team is standing by to place your order over the phone. Our staff does not work on commission, so you will never be pressured. You can reach us at 1-877-304-4328, Tue-Fri 9-5 and Sat 9-4 EST.
WHAT ARE MY PAYMENT OPTIONS?
- CREDIT CARDS - We accept MasterCard, Visa, Discover, and American Express.
- GOOGLE CHECKOUT
- MAIL-IN YOUR ORDER:
- Personal Checks, Cashier's Checks, and Money Orders, make all checks payable to: Jones Service Company DBA FireComfort - Please print your shopping cart and send it with your payment to:
- FireComfort.com
- Support@FireComfort
- 230 Route 17A
- Goshen, NY 10924
- Please include a daytime phone number and email address so that we, along with the shipping company, can contact you with any questions we might have.
- Please note: To protect against fraud, any orders paid for with a personal check, money order, or cashiers check will remain on hold to allow for the check to clear. Orders placed with credit cards will be processed immediately.
- Order Confirmation
- After your order is completed, you will automatically be sent an "Order Confirmation" email to the email address you entered during checkout. The subject line will say "Order Confirmation from FireComfort.com" and will contain your order number. This email is your receipt. We encourage you to review the order and advise us of any spelling or numerical mistakes so that we can quickly make any necessary changes.
- If you do not receive an "Order Confirmation" email from us within 24 hours of placing your order, please contact us as soon as possible either by phone or email. Be sure to include your account email address and order number. We will send you a new confirmation.
VIEWING ORDERS
- Orders in progress can be viewed at any time by clicking on the MY CART button that appears at the top of every page. Once an account has been created, you can check the status of orders that have been placed or view past orders.
- Updating Account Information
- You can update your account information at any time when you log into your account and use one of the edit buttons.
CONTACT US
- Please contact us with any questions you have. We are here to serve you. By e-mail, support@firecomfort.com, or by phone, 1-877-304-4328, Tue-Fri 9 AM-5 PM and Sat 9 AM-4 PM EST. Your complete satisfaction is guaranteed. On most items, we offer a 30 day return policy. Please see our return policy for specific information.
- Send Us Your Suggestions
- Customer feedback is very important to us. We are always looking for ways to serve you better. We want you to become a lifelong shopper with FireComfort.com.
- Please email us at support@firecomfort.com
SHIPPING AND DELIVERY
- How Will My Order Ship?
- We will ship your order using the fastest, safest, and most reliable method possible. Every product on our site has been carefully selected to ship by a particular shipping method in order to provide you with an optimal delivery experience.
- When your order ships, you will be notified via email. Included in your email will be a tracking number. We encourage you to track your package online or on the phone with the carrier. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment.
- We have several methods of shipment: Small Parcel, Truck Freight - Back of Truck, Truck Freight - Threshold, and various levels of White Glove services:
- Small Parcel
- Whenever possible we will ship smaller, lighter items via UPS, FEDEX, or USPS. Depending on how close you are to the shipping warehouse, your item will arrive between 1 and 10 business days after it leaves the warehouse.
- Truck Freight - Back of Truck
- Items that are too large or too heavy to ship using a Small Parcel carrier will ship by a common carrier. You will be responsible for carrying the product from the back of the truck into your house (or wherever it's going). For residential deliveries, you will be contacted by the shipping carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 2-4 hours) between 8:00 am and 5:00 pm EST, Monday through Friday.
- If you are ordering a very large item, please keep in mind that you may need a couple of people to help unload it. Alternatively, most truck freight companies offer additional services to help you move items from the truck into your house. Once we email you the tracking information you can contact the shipper directly to inquire about additional services. You will be responsible for directly paying the truck freight carrier for any additional services.
- Truck Freight Threshold
- This method is just like "Truck Freight - Back of Truck" (see above), only the truck freight company will deliver your order to the threshold for a residential delivery (your garage or front door), or to the loading dock for a commercial delivery. They are not authorized to perform any assembly services nor can they put it in the room of your choice. Once we email you the tracking information you can contact the shipper directly to arrange for any additional services that you would like. You will be responsible for directly paying the truck freight carrier for these additional services.
- WHITE GLOVE FREIGHT SERVICE LEVELS:
- White Glove Platinum
- Two-man delivery, to the room of your choice. This service includes carrying the product up two flights of stairs. Once the product is in the room you desire, the shipper will unpack the product and provide light setup that requires basic tools (i.e. pieces will be screwed or bolted together, set pieces next to each other, or on top of each other). The shipper will also remove and dispose of all packaging.
- White Glove Gold
- Two-man delivery, to the room of your choice This service includes carrying the product up two flights of stairs. Once the product is in the room you desire, the shipper will unpack the product and provide basic setup that requires no tools (i.e. will set pieces next to each other, or on top of each other). The shipper will also remove and dispose of all packaging.
- White Glove Silver
- Two-man delivery, to the room of your choice. This service includes carrying the product up two flights of stairs. The product will be left in the original packaging.
- White Glove Bronze
- Bronze service level provides two-man delivery, to inside the threshold of your residence. If you live in a home with a garage this means the product will be left in your garage. If you do not have a garage the product will be left in your front entrance, or mudroom. If you live in an apartment building or condo the product will be carried up two flights of stairs from the building threshold. The product will be left in the original packaging.
- The delivery men will not hookup any electrical or component wires. Additional services may be available at the discretion of the Freight carrier.
- When Will My Order Arrive?
- Every product on our site has an estimated Lead Time - the number of business days it takes for an item to be processed and prepared for shipment at the warehouse. To provide you with the greatest selection on the internet, we ship from warehouses all over the country. Each lead time varies based on many different factors.
- When your order arrives at the delivery terminal you will be contacted by a scheduling clerk for a delivery appointment. The appointment is typically a 2- to 5-hour window, Monday through Friday during regular business hours. Saturday deliveries are not always possible.
- For Small Parcel shipments, delivery usually takes between 1 and 10 business days after your order is picked up from the warehouse. For expedited services such as 3-day, 2nd Day or Next Day Air, your order's travel time is locked in to the given speed you select after the item leaves the warehouse.
- For Truck Freight shipments, delivery usually takes between 3 and 10 days from when your order ships. For residential deliveries, you will be contacted for an appointment as soon as your order arrives at the local terminal. For commercial deliveries, no appointment will be made. If you need to make one, please contact us.
- For White Glove shipments, delivery usually takes between 1 and 4 weeks from the time the items leave the warehouse.
- Free Delivery - Free delivery is based on destinations within the Continental U.S. that are accessible by small or standard freight truck only. In areas not accessible by truck, you will be required to pick your shipment up at the nearest freight terminal. There may be charges for lift gate service for some items. Residential and lift gate services are not available on 27kw rated generators and larger as well as the QT line of commercial generators. Due to size and weight constraints, these models must be delivered to a commercial location with a loading dock, heavy-duty forklift, or other means of offloading on site. Any shipping & Handling fees that may be applicable are for the lower 48 states within the continental US. The risk of loss and title for items purchased from FireComfort.com passes to you upon our delivery to the carrier. FireComfort.com is not responsible or liable for any damage arising from shipment.
- Exclusions: Certain products we offer do carry associated shipping charges either per item or per order amount. This information is noted on each product page and the total shipping charges, if any, will be detailed in the shopping cart page prior to checkout. Some items have specific shipping charges and are not eligible towards the qualifying amount for the reduced shipping rates or free shipping. Other eligible item(s) in your cart at time of checkout will still count towards the qualifying total.
RETURN AND DAMAGE POLICY
- At Firecomfort.com, customer satisfaction is our primary aim. All products purchased from the Firecomfort.com website are unconditionally guaranteed for 30 days from the date of receipt. We will gladly exchange, credit or refund the cost of any item you are not completely satisfied with. However, keep in mind that associated shipping and handling costs will not be reimbursed. In the case of an item you purchased that had “Free Shipping”, the actual shipping costs we incurred on your behalf will be deducted from your return refund, as will items that carry an associated restocking fee.
- Refused Shipment
- Once a product has shipped and then refused or cancelled the customer shall be charged all shipping charges, and a 20% restocking.
- Freight Damage – Truck Freight
- Inspect the shipment carefully before you sign for delivery. Inspect the packaging, and if possible, open the packaging and inspect the product for damage. If you notice any signs of damage, note them in detail on the delivery ticket. We recommend that you refuse delivery and contact us immediately. If you do sign for and accept delivery of a damaged item, we cannot guarantee you a replacement. Once you sign, you take responsibility for any claims that may need to be placed with the freight carrier. If there is no visible or obvious damage to the outer packaging, and you have not noted any damages on the delivery receipt, but you discover broken items after opening, call the freight carrier within two (2) business days of receipt for instructions in placing a Concealed Damage Claim. Typically, a freight carrier will not give you 100% replacement value when filing a concealed damage claim and we will not assume the difference. You are responsible for verifying the condition of your merchandise upon receipt. Inspect it carefully for shipping/handling damage prior to signing the delivery receipt. FireComfort.com accepts no responsibility for damaged goods that were not refused. If you have any questions about freight policies, please do not hesitate to contact us via email at support@firecomfort.com
- Carrier freight claims are paid directly to you, the consignee, all claims for damage or loss must be filed with the Carrier. The name, address and phone number of the freight carrier is on the bill of lading given to you at the time of delivery. If the information is not there, request if from the driver or call your local phone directory operator for the information. FireComfort.com accepts no responsibility for damaged goods that were not refused. If you have any questions about freight policies, please do not hesitate to contact us via email at support@firecomfort.com
- Freight Damage – UPS, FedEx or USPS
- If the package is damaged, refuse delivery. The carrier is then responsible for returning the damaged merchandise to the original sender. Call us immediately so we can initiate the replacement process. If there is no obvious damage open the package and inspect before the carrier leaves. If you find damage after opening it refuse delivery. Any damage found after opening your boxes and examining the merchandise should be reported to us within two (2) business days to expedite the replacement process. If you sign for the package with out inspecting it for damage, you then become responsible for filing a damage claim with the carrier. FireComfort.com accepts no responsibility for damaged goods that were not refused. If you have any questions about freight policies, please do not hesitate to contact us via email at support@firecomfort.com
- HOW TO RETURN YOUR ORDER.
- You may return your purchase for any reason, no questions asked within 30 days of product receipt for an exchange or a refund of the purchase price excluding our shipping and handling costs. Those products that were offered with free shipping, will be subject to our actual outbound shipping costs, which will be deducted from your refund. Additionally, some of our products carry a restocking fee which will be deducted from your return refund.
- Once your purchase has been shipped, it cannot be cancelled. If you refuse delivery of your order, it will then fall under our Standard Return policy, where Roundtrip Shipping costs will be deducted from your refund.
- USING OUR RETURN POLICY:
- DO NOT RETURN PRODUCT TO FIRECOMFORT.COM. Please call us at 1-877-304-4328 between 9:00 AM and 5:00 PM EST Tuesday through Friday (closed holidays). You may also email support@firecomfort.com and include your original order number, what product(s) you are returning, and your name. Our Customer Service Representative will provide you an RMA number and a return shipping address. All returned items must be in original condition and packaging; otherwise, additional charges may be incurred. Return the product using your preferred shipping method to the address you were provided. Email or call us with your return tracking number. It is important that you save the tracking number and that you insure the return package in case of any issues that may arise during transit. Once all return items are received according to the above protocol, we will issue a credit to the credit card used for the original purchase. Unless the return or exchange is due to an error on our part, we cannot refund shipping and handling, or gift wrap charges.
PRIVACY AND SECURITY
- Your Personal Information
- FireComfort.com, a division of Jones Services LLC is the owner of the information collected on this web site. We do not sell or rent this information, nor do we share it in ways different from what is disclosed in this statement without your consent.
- Cookies and IP Addresses
- FireComfort.com has a commitment to customer privacy. We use your IP address simply to help diagnose problems with our server, and to administer our Web site. Your IP address is used to help identify you and your shopping cart and to gather broad demographic information. We use cookies to keep track of your shopping cart and for other purposes like personalizing the site. If you set your browser to reject cookies the site will not be able to recognize your cart, your account, or any personalization.
- External Links
- This site contains links to other Web sites. FireComfort.com is not responsible for the privacy practices or the content of such sites.
- Address Information
- Our site uses an order form for you to request information, products and services. We collect your contact information, including, but not limited to, addresses, email addresses, phone numbers, and financial information. Collected information is used for the benefit of FireComfort.com to send information to customers about orders, about our company, to send promotional material from some of our partners and in some cases may be shared with our partners. This information is also used for billing and to contact you when necessary.
- Demographic and profile data is also collected at our site. We use this data to tailor your experiences at our site, to show you content that we think you might be interested in, and to display the content according to your preferences.
- Customer information is considered to be an asset of FireComfort.com, a division of Jones Services LLC, and as such may be transferred to another company as part of an acquisition of FireComfort.com.
- You may opt out of receiving mailings; see the choice/opt-out section, below.
- Surveys
- In our surveys we ask for contact information (typically an email address) and demographic information (for example, zip code, age, or income level). We use this information to send promotional material about FireComfort.com products and services.
- Contests
- We run contests on our site in which we ask for contact information (typically an email address) and demographic information (for example, zip code, age, or income level). We use this information to send promotional material about FireComfort.com products and services and occasionally we send this information to our partners. If we intend to send contact information to partners, we will note this in the contest.
- Newsletter
- You may view or change your information at any time by going to My Account from our home page at www.FireComfort.com.
- Changes in Information
- You may view or change your information at any time by going to My Account from our home page at www.FireComfort.com.
- Security Information
- This Web site takes every precaution to protect our users' information. When you send sensitive information (such as your credit card number) to us via our order form, that information is encrypted and protected with RAPID SSL; the current industry-standard encryption protocol. When you are on such a RAPID SSL-protected page, a picture of a closed lock appears at the bottom or top of some Web browsers. At other times this lock appears open. Another way to tell if you are on a secure page is to look at the address or URL of the page. (Look in the address box or right-click on the page and select "Properties".) These secure RAPID SSL-encrypted pages have URLs that start with https:// instead of http://.
- If you have any questions about security at our Web site, send an email to support@firecomfort.com
- Legal Disclaimer
- We may disclose personal information when required by law or in the good-faith belief that such action is necessary in order to conform to the edicts of the law, or to comply with a legal process served on our Web site.
TERMS AND CONDITIONS OF USE
- Terms and Conditions of Use
- PLEASE READ THE FOLLOWING TERMS OF USE AND DISCLAIMER CAREFULLY BEFORE USING THIS WEB SITE (this "Site"). By using this Site, you agree to the following terms of use. If you do not agree to these terms, you may not use this Site. FireComfort.com reserves the right, at any time, to modify, alter, or update these Terms of Use. By accepting our terms of use, you agree to be bound by such modifications, alterations, or updates.
- General
- The information contained in this Site, including but not limited to the rules that govern the use of the Site, is subject to change without notice. Your use of the Site following any such change constitutes your agreement to follow and be bound by the rules as changed.
- Copyright
- All Web site design, text, graphics, and the selection and arrangement thereof are Copyright 2009 by FireComfort.com, a division of Jones Services LLC. ALL RIGHTS RESERVED, or in the case of product material, all text and graphics are Copyright by the original owner. ALL RIGHTS RESERVED. Permission is granted to copy electronically and to print in hard copy portions of this Web site for the sole purpose of using this Web site as an information resource (or of ordering goods or services and using this site as a shopping resource). Any other use of materials on this Web site-including reproduction for purposes other than noted above, modification, distribution, or reproduction-without the prior written permission of FireComfort.com is strictly prohibited.
- Trademarks
- The FireComfort.com Web site and FireComfort.com logo are service marks of FireComfort.com, a division of Jones Services LLC All other trademarks, product names and company names or logos cited herein are the property of their respective owners.
- Order Acceptance
- The receipt of an order number or an email order confirmation does not constitute the acceptance of an order or a confirmation of an offer to sell. FireComfort.com reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customer. Verification of information may be required prior to the acceptance of any order. Prices and availability of products on the Site are subject to change without notice. Errors will be corrected when discovered, and FireComfort.com reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions (including after an order has been submitted).
- Links to Other Web Sites
- FireComfort.com makes no claim or representation, and accepts no responsibility, regarding the quality, nature, or reliability of the sites accessible by hyperlinks from this Site, or Web sites linking to this Site.
- Notice to California Residents
- California Proposition 65 requires that special warnings be provided when products contain chemicals known by the State of California to cause cancer, birth defects, or other reproductive harm if the use of those products may cause exposure to those chemicals above specific limits. These warnings relate to some but not all items. Please call us prior to ordering if you have any questions regarding the safety of these products.
- Warranties and Disclaimers
- FireComfort.com intends for the information and data contained in the Site or provided via other channels, including but not limited to phone and email, to be accurate and reliable, however, since the information and data have been compiled from a variety of sources, it is provided "AS IS." You expressly agree that your use of this site is at your sole risk. FireComfort.com expressly DISCLAIMS ALL WARRANTIES AND/OR CONDITIONS, EXPRESS OR IMPLIED, AS TO ANY MATTER WHATSOEVER RELATING TO OR REFERENCED BY THE THIS SITE, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES AND/OR CONDITIONS OF MERCHANTABILITY OR SATISFACTORY QUALITY AND FITNESS FOR A PARTICULAR PURPOSE AND NON-INFRINGEMENT.
- Limitation of Liability
- IN NO EVENT SHALL FireComfort.com OR ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SUCCESSORS, SUBSIDIARIES, DISTRIBUTORS, AFFILIATES OR THIRD PARTIES PROVIDING INFORMATION ON THIS SITE OR VIA OTHER CHANNELS, INCLUDING BUT NOT LIMITED TO PHONE AND EMAIL, BE LIABLE TO ANY USER OF THE SITE OR ANY OTHER PERSON OR ENTITY FOR ANY DIRECT, INDIRECT, SPECIAL, INCIDENTAL, PUNITIVE, CONSEQUENTIAL OR EXEMPLARY DAMAGES (INCLUDING, BUT NOT LIMITED TO, DAMAGES FOR LOSS OF PROFITS, LOSS OF DATA OR LOSS OF USE) ARISING OUT OF THE USE OR INABILITY TO USE THE SITE OR ANY INFORMATION CONTAINED THEREON, WHETHER BASED UPON WARRANTY, CONTRACT, TORT, OR OTHERWISE, EVEN IF FireComfort.com HAS BEEN ADVISED OF OR SHOULD HAVE KNOWN OF THE POSSIBILITY OF SUCH DAMAGES OR LOSSES.
- You hereby acknowledge that the preceding paragraph shall apply to all content, merchandise and services available through the Site or other channels. Because some states do not allow the exclusion or limitation of liability for consequential or incidental damages, in such states liability is limited to the fullest extent permitted by law.
- This Web site is operated by FireComfort.com from its offices in Goshen, New York, USA. The laws of New York shall govern these terms and conditions, without reference to its choice of law rules. FireComfort.com makes no representation that the information in the Site is appropriate or available for use in other locations, and access to the Site from territories where the content of the Site may be illegal is prohibited. Those who choose to access the Site from other locations do so, on their own initiative and are responsible for compliance with applicable local laws.
- Use of this site constitutes acceptance of our Terms of Use. Copyright 2009 by FireComfort.com, a division of Jones Services Company, LLC. All rights reserved.
GUARANTEED LOW PRICES POLICY
- The exact same product must be in-stock at a competitor.
- The competitor must be an authorized USA dealer and must be located in the USA.
- We do not price match large dealers such as Lowes, Costco or Home Depot.
- We must be able to confirm competitor's price.
- The competitor's price must not be below the allowable manufacturer's minimum advertised price (MAP).
Free Shipping Details
Thank you for your business.
- The Team at Firecomfort.com
