Shipping & Returns | American Gas Log

Shipping & Returns

American Gas Log warrants its decorative gas logs are free of manufacturing defects and will not break due to heat for the life of the original owner in the original installation. All metal parts, including burners, grate assemblies are warranted for five (5) years from the date of purchase. All mechanical parts are warranted for one (1) year from the date of purchase. This Limited Warranty extends to the original owner in the original installation and applies only to decorative gas log sets installed in the United States or Canada. American Gas Log assumes no responsibility for any damages that result due to installation or operation of decorative gas log sets not in accordance with both the installation instructions and operating instructions furnished at the time of purchase. Specific details, exclusions and qualifications of this Limited Warranty are contained in product packaging at the time of purchase. A return merchandise authorization must be obtained from American Gas Log prior to returning any product.

Shipping Policy

Freight charges are the responsibility of the customer. FOB factory.
Most orders are shipped via LTL truck freight unless otherwise specified by customer.

ADDITIONAL RATES
Additional packaging fees may apply.
Additional fee may apply for residential deliveries. Orders that are delivered to a residential address will be contacted by the freight carrier to arrange a delivery time. The customer must be present at the time of delivery to receive and inspect the shipment. (See SHIPPING DAMAGE)

SHIPPING DAMAGE
American Gas Log does its best to ensure that your order arrives in satisfactory condition. We inspect your order prior to shipment to ensure all items are in excellent condition before they leave our facilities. Although our products are packaged securely to prevent any damage, it’s possible that damage may occur during shipment.

It is your responsibility to inspect the goods you receive immediately upon receipt for damage. If any goods appear to be damaged in shipment, please note it on the bill of lading, refuse shipment and contact us immediately. Digital photos are helpful in facilitating damage claims. If possible, please take digital photos of the packaging and damaged goods. We will assist in filing a freight damage claim on your behalf.

NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the Bill of Lading. Shipping damage claims made more than 10 days after the receipt of products will be denied.

Returns Policy

All products are made to order and all sales are final except in rare circumstances.
A Return Merchandise Authorization must be obtained prior to returning any items.
All products must be shipped back to American Gas Log properly packaged so that they arrive undamaged and in resalable condition. Returned items must be shipped freight prepaid and returned to the factory at 3625 Benson Road, Angier, NC 27501. We will not accept freight collect shipments.
Shipping charges are not refunded.