Guarantees & Policies

Customer Satisfaction

Our success is based on your satisfaction in both the products you buy and with our company as a whole. If you are not satisfied with your purchase or if it is defective upon arrival, you may return it in its original condition for an exchange or a refund. This exchange/refund period extends for 30 days after the date you receive your merchandise. Special order or custom made items are non-cancel-able and non-refundable. We don't use any deceptive advertising gimmicks nor do we have any hidden handling, packing or shipping fees. We have an extensive inventory in our warehouse, however some items are drop-shipped from a supplier. You will always be notified if there are any back-ordered items or of any delays in shipping your order.

Experience

We have 33 years of experience in the fireplace business and in satisfying our customers. We know our products and we take care of our customers. We believe in helping people make life more enjoyable by offering quality home leisure products.

Shipping

We offer Free Shipping on orders over $129 within the contiguous USA (some exclusions apply...see more below). For orders under $129 or for expedited orders shipping charges are calculated prior to completing your order based on your location, weight of the item(s), and shipping method.
Exclusions to Free Shipping - Freight items (items shipping by semi-truck) and other very heavy items may have additional shipping charges added depending on your location. For instance; If your destination is a very rural route, western states such as CO,AZ,WY,UT,NM,WA,CA,OR,ID,MT,NV or AK, on an island, in a congested city such as New York City, way up a mountain, down a very difficult road for a large truck, etc., we calculate extra charges for these orders. We'd really love to be able to ship everything everywhere for free but in some cases the cost of shipping is higher than normal causing us to add a shipping cost to your order. You will be notified in advance of any additional shipping costs. However, if the driver tries to get to your home and can't get down the road due to a poor road, too tight for a large truck, etc., you may be asked to pick up the shipment at the local shipping hub or pay extra for unforeseen difficulties in making your delivery.

You can also calculate your shipping charges by using our Get a Quote (during checkout).

Special order items that are not available on our website are not eligible for free shipping.

Most products ship from our warehouse facilities located in Roscommon, Michigan while others ship direct from the manufacturer. Most orders ship within 1 to 2 business days (custom orders, and certain other specified products excluded). We have sophisticated software designed specifically for handling your on-line order to assure you fast accurate delivery.

UPS and FedEx shipments do not count the day of shipment as a day in transit. For instance, an order that is to be shipped 2 Day Air will actually take 2 days in transit PLUS the day of shipment. Also UPS and FedEx do not deliver on Saturday unless Next Day Air or 2 Day Air is specified WITH the Saturday delivery option.

Please note that refused deliveries may be charged a re-delivery charge. Any "Free Freight" item returned will have the outbound freight charge deducted from the total return. Many items have promotional (reduced) shipping charges – the shipping cost on your order may not reflect the actual shipping cost.

Shipping Damage or Claims

If you receive damaged product or your product shows delivered but you have not received it, we have 14 days to file a claim with the carrier. If we are called outside of this time frame we cannot make any guarantees on replacements or credits.

International Orders

Canadian orders only ship twice a week and lead times may vary from what is shown on our website. Duty, taxes, and brokerage fees may be assessed on your shipment by customs and UPS which is generally collected by UPS or FedEx at the time of delivery in the form of a COD. Please contact your local Customs office for an estimate of these fees.

Return Policy

View our return policy.

Guarantees

All items are guaranteed by the manufacturer. Depending on the item, the warranty period varies. All items are guaranteed to be free from manufacturing defects when received. Specific warranty periods vary by manufacturer. For specific warranty information on a given item please call toll free 866-NORTHLINE or email us.

Tracking Your Order

When you place an order through our Web site you will receive an e-mail confirmation that your order is in process. When the item ships you will receive an additional e-mail with a tracking number when shipped via UPS or FedEx, or date shipped when shipped by other carriers. Drop-ship orders will only be confirmed, please check order status for more info. You can always check your order status by logging in.

Secure Ordering

When you order through our Web Site you can be sure your credit card is secure. On all secure pages you will see https:// where the "s" indicates a secure page. This site has security measures in place to protect the loss, misuse and alteration of the information under our control. NorthlineExpress's website conducts all order transactions via a secure server. Using your credit card on our secure server is guaranteed. In the highly unlikely event that your credit card is used fraudulently online with NorthlineExpress, and you must pay any amount because of the fraudulent use, you will be reimbursed fully.

Your Privacy Assured

NorthlineExpress will never share any personal information you give us online and we do not make your information available to any outside company. We do send out a newsletter via e-mail with specials and other helpful information if you have selected to receive this information during the check-out process. Our online Checkout form makes it very easy for you to opt-out of this with a click of your mouse. It's entirely your choice.

Choice/Opt-Out

Our site provides users the opportunity to opt-out of receiving communications from us and our partners at the point where we request information about the visitor. This site gives users the following options for removing their information from our database to not receive future communications or to no longer receive our service.

  1. Click the following link to unsubscribe.
  2. You can call the following telephone number: 1-866-NORTHLINE and we'll manually take you off the list.
  3. You can use the "unsubscribe" e-mail addresses provided at the bottom of all NorthlineExpress e-mail messages.
  4. E-mail us and we'll remove you from our list.

Disclaimer

We make every effort to correctly portray the items and information contained in this web site. In the event of pricing errors, errors in descriptions, and informational content errors, we will attempt to correct the situation in a timely fashion once notified. We will not be held liable for pricing errors and reserve the right to cancel any order or refuse shipment at any time with written notice to the buyer.

Promotional Gift Certificates

Promotional gift certificates will be sent to the customer via email within 48 business hours. In the instance of order cancellation, the promotional gift certificate is void. If the promotional gift certificate is used prior to cancelling or returning the order, the monetary amount of the promotional gift certificate will be deducted from the credit owed to the customer.

NorthlineExpress
9195 N. Cut Rd.
Roscommon, MI 48653

Phone Toll Free: 866-NORTHLINE (866-667-8454)
Fax: 989-821-7203
email: Contact us here