Terms & Conditions of Sales

To Place an Order with Pureflame

We want to make your experience purchasing a Pureflame fireplace is as pleasant and convenient as possible. From the moment you contact us, Pureflame is committed to your satisfaction. Simply call us between the hours of 9:00 am and 5:00 pm (eastern) and we will gladly answer any questions or to help you to place your order. You can also fax or email inquiries 24 hours a day.

Phone toll-free: 1+866-647-9225 (U.S.) or 1-866-931-8421 (Canada) 9:00 A.M. through 5:00 P.M. E.S.T. M-F

Fax: 1+866-877-8093

email: info@pureflame.com

Online Order Process:

Click the Checkout link when you’re ready to submit your order. All the items that you have in your shopping cart appear in your order during Checkout. If you do not want to order all the items, simply edit your shopping cart first and click “Update”. When you click “Submit Order” we verify your credit card. Your order will not be placed and your credit card will not be charged if you do not click “Order Now.”

Fax Your Order:

Fax us your order Toll Free to 1-866-877-8093 (Call us for order form)

Accepted methods of payment

Pureflame Online accepts the following:

  • Visa
  • MasterCard
  • American Express
  • PayPal
  • Check (must clear our bank before shipment)

If we are unable to process your credit card, please check to ensure you entered the correct card number and expiration date, and that the billing name and address you entered match your credit card statement exactly. Please refer to your credit card company if the problem persists.

Tax Policy

We are required to collect Goods and Service sales tax on items shipped within Canada and Provincial tax on items shipped in Ontario. All states will be tax free.

Payments

Pureflame accepts VISA, MASTER CARD, American Express, PayPal or check. No COD. (Charges on your statement will appear as Aquafires International Inc.)

Credit Card Safeguard

Protecting the safety of your credit card information is important to us. We safeguard the integrity of our customers’ credit card information. We use Secure Sockets Layer (SSL) technology to protect the security of your credit card information as it is transmitted to us. SSL is the gold standard in Internet encryption technology, which is a fancy way of saying that it’s a highly sophisticated method of scrambling data as it travels from your computer to our website’s servers. We use an authorized payment gateway which is secure. We do not keep any customer credit card information on our servers. If for any reason you cannot access the secure server, please feel free to place your order with us by phone at 1-866-647-9225.

How do I know my credit card information is secure?

To make sure you are accessing our secure server before you submit personal financial information, look at the lower left-hand corner of your browser. If you see an unbroken key or a closed lock (depending upon your browser), then SSL is active. To double-check for security, look at the URL or Location line of your browser. If you have accessed a secure server, the first characters of the address in that line should change from “http” to “https.”

Shipments

Pureflame Online ships FedEx Ground prepaid to all North American destinations except Alaska, Hawaii, Nunavut and Yukon and Northwest Territories (please call us for shipping quotes to these or other international destinations).

All shipments by Pureflame are carefully packed and shipped free of known damage or defect. Customers are strongly advised not to accept any freight delivery without first carefully inspecting shipment for signs of shipping damage. If box (es) or crate(s) appear damaged do not sign for delivery without first inspecting contents and noting possible damage on bill of lading (delivery receipt). Pureflame cannot be responsible for any items accepted by customer in good order and later to be found to have been damaged in transit by carrier. Orders normally arrive within 7 to 10 days, following credit card authorization. If you need more rapid shipping, please call Pureflame and place your order by phone. If you have any questions about shipping please call us at 1-866-647-9225.

Special Orders

Any order for items or finishes that Pureflame does not inventory is considered a special order and requires a 50% non refundable deposit with order. Normal lead time for special orders is between 90-120 days depending on season.

Warranty and Returns

Our products are guaranteed against manufacturing defects for a period of one year. Customers are encouraged not to discard original packaging materials until all items have been carefully inspected. Shipping charges will be refunded if we have sent the wrong item or if the item sent is defective.  All returns must be preapproved by Pureflame. Any defect must be reported within 5 days of receipt.

* All merchandise is not returnable for credit or exchange without permission from our office prior to actual return.