The Bio Flame Ethanol Fireplace Burner

All In-Stock orders ship out from our warehouses within 1-3 business days.

ORDER CONFIRMATION

As soon as your order is placed, you will receive an order confirmation e-mail. This confirms your order has been received in our system and your credit card is authorized for purchase. As soon as we receive your order, we begin processing to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will reach out to you via e-mail to confirm if you'd like to keep your order or cancel for a full refund. If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

ORDER SHIPMENT
Please reference your product page specific lead times. After shipment, items will arrive in 5-10 business days after order has been shipped out. Certain items due to high demand and low supply can only be placed on back order at specific times. Please contact customer service to hear about any items availability. Please contact us for rush shipping rates and options. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within four business days of your order, feel free to follow up with us at sales@sedatelifestyle.com

Large items that ship via freight (not UPS or Fedex) require a signature upon delivery. You will receive a call from the shipping company to arrange a time and day for delivery that works for you.

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should contact us IMMEDIATELY. If your item(s) do arrived damaged, please contact us immediately within 48 Hours of delivery and send photos to sales@sedateliestyle.com . We will process an insurance claim on your behalf and happily work with you to resolve the issue or replace your order.

As stated in the Product Quality Guarantee, any item that arrives in less than perfect condition or missing parts will be handled at no extra cost to you. Refunds will be issued to the original credit card that you use when placing your order if no resolution is met.

If an order is placed on a product that is listed as back-ordered, the protocol is to charge the customer's payment method. In order to have more control over this unfortunate fulfillment delay, we must process your payment when your order is placed to prevent:

1. Undesired delays in receipt of your product by you until proper information can be provided by you to us because of unintentional change of payment information.
2. Intentional attempts at fraudulent receipt of products by way of purposely providing false payment information.
3. Collecting and handling of your sensitive financial information through a delayed date of order fulfillment and shipment. Our strict internal controls are in place to limit impressions or realities of fraud, and we make every effort to not, at any point, be in possession of your sensitive financial information.

Therefore we do this to avoid costly and frustrating postponements, cancellations, rerouting, and in some cases unfortunate fraudulent receipt of shipments. This usually happens due to intentional or unintentionally submitted false payment information. Therefore, this back-order protocol has been put in place to limit unnecessary and excessive costs of doing business, which allows us to keep our prices lower for you, our customer. Thank you for your patience and understanding with any back-order you may place with us.

While Waiting...

If you placed a back-order and you did not intend to do so, you may do the following:

1. Review other comparable products on our site for purchase in place of your current order. If you would like to modify your order, please place a new order and contact us immediately after so we can refund your original order.
2. If your your order has not already shipped, we can cancel and refund your order in full after a brief period of confirming the order cancellation with the manufacturer. You can e-mail us at sales@sedatelifestyle.com with your cancellation request. You may also request inventory availability so a new order can be placed when the item becomes available.

• Please wait a minimum of four (4) business days for your credit card company to post the credit.

Please note, that unless we are advised by you in a written email reply indicating either of the above two options prior to shipment, we will assume that you want to keep your present order in place until the product is available to ship (requiring no post-order response from you). We will continue to diligently work on your behalf with the manufacturer to fulfill your order as soon as possible and advise on freight and tracking information when it is made available to us.

Lastly, all ETA's are subject to change. SedateLifestyle does not and cannot control any timeline regarding orders due to us solely being an Authorized Dealer of each of the brands we sell, not the brand/manufacturer of the products ourselves.