All orders must be paid in full before your Aquafire Water Vapor Fireplace Insert or Replacement Parts leave our warehouse. We do not offer Net 30, 60, 90 or alternative payment plans.

<p>All orders must be paid in full before your Aquafire Water Vapor Fireplace Insert or Replacement Parts leave our warehouse. We do not offer Net 30, 60, 90 or alternative payment plans.&#xA0;</p>

Payment Terms

When in stock and after payment is received, it takes our warehouse 1-3 business days to process an order and an additional 1-2 weeks for delivery depending on carrier and final delivery location.

<p>When in stock and after payment is received, it takes our warehouse 1-3 business days to process an order and an additional 1-2 weeks for delivery depending on carrier and final delivery location.&#xA0;</p>

Lead Times

All 20", 40" and Direct Plumb Kits are shipped via FedEx Ground. All 60" or larger orders (3 or more fireplace inserts, regardless of size, going to one address) will ship together, on a pallet and delivered by an LTL Freight Carrier. The freight car

<p id="isPasted">All 20&quot;, 40&quot; and Direct Plumb Kits are shipped via FedEx Ground.&#xA0;</p><p>All 60&quot; or larger orders (3 or more fireplace inserts, regardless of size, going to one address) will ship together, on a pallet and delivered by an LTL Freight Carrier. The freight carrier will call the provided delivery contact 1 day before delivery to set an approximate delivery date and time frame. By default, we include a lift-gate delivery so no special equipment is required to receive your order. If you do not need a lift-gate, please let us know during invoicing.&#xA0;</p><p>An adult signature is required for all deliveries by either FedEx or LTL Freight Carrier.</p>

What are my shipping options?

Shipping and freight prices are included in the final price of your Aquafire Water Vapor Fireplace Insert - therefore you will not see a separate line item for shipping.

<p>Shipping and freight prices are included in the final price of your Aquafire Water Vapor Fireplace Insert - therefore you will not see a separate line item for shipping.&#xA0;</p>

How much does it cost to ship?

Our prices do not include sales tax, customs fees and duties or customs storage fees - these are the responsibility of the purchaser. You will only see sales tax added to your order on shipments to GA, NC, and TN.

<p>Our prices do not include sales tax, customs fees and duties or customs storage fees - these are the responsibility of the purchaser. You will only see sales tax added to your order on shipments to GA, NC, and TN.&#xA0;</p>

Will I be charged Sales Tax?

Thank you for choosing Lumina Products for your project. Customer satisfaction is a top priority and we want to ensure you are satisfied with your product(s). We carefully inspect each product when received at our warehouse to ensure they are in grea

<p>Thank you for choosing Lumina Products for your project. Customer satisfaction is a top priority and we want to ensure you are satisfied with your product(s). We carefully inspect each product when received at our warehouse to ensure they are in great condition before shipping to you. We want to make sure it arrives the same way.</p><p>For your protection, a signature is required from someone 18 years of age or older. Before signing YOU MUST inform the driver of any damage to the exterior of the package. Failure to do so will compromise your ability to file a claim should there be damage to the unit upon opening.</p><p><strong>Please take these steps PRIOR to signing the receiving ticket from the carrier:&#xA0;</strong></p><ol><li>Carefully inspect the exterior of the package.</li><li>Take note of any visible damage to the package.</li><li>If you see any damage to the package notify the agent delivering the unit and ensure they notate the damage on the paperwork or tablet (may be an electronic signature) BEFORE you sign.</li><li>Get a copy for your record.</li><li>Only once this is complete you should sign for the package.</li></ol><p><strong>If you notice any damages with the packaging, please take pictures first before proceeding to unpackage the unit and
inspect for further damage. Pictures are required as proof.</strong></p><p>Unpack the unit carefully. Any items must be returned to us in its original packing. (Please see Return Policy document for more information.)</p><h2 id="please-test-your-unit-immediately">Please Test Your Unit Immediately!</h2><p>Even if you do not plan to install your unit immediately. Please test the unit within 3-4 days of receipt. You will need to
check if the unit is functioning properly. If there are any issues, please contact our Technical Support. AFIRE units are
warrantied for 2 years. Almost all repairs are easy enough for you to handle yourself with the expert guidance of our
technical support department. (Please see Return Policy document for further information.</p><p><strong>LOST ITEMS NOT COVERED UNDER WARRANTY include the power adapter, fill/drain hose, and remote are all located
INSIDE the Styrofoam that surrounds the unit. These items can be easily missed.</strong></p><p>When calling for technical support, please have your order information ready (product/model, invoice number, name of the person who purchased the unit, company name, etc.). We will need this information to assist you.</p><p>Thanks for choosing Lumina Product</p><p>For more Technical Support please email us at support@luminaproducts.com</p>

Delivery Inspection

We know that shopping online can sometimes be as stressful as it is convenient. At Lumina Products, we try to ease your mind and make that process as pain-free as possible. Order Changes or Cancellations Orders are typically processed within 2 busine

<h1 id><br></h1><p><br></p><h2 id="purchase-with-confidence">Purchase with Confidence</h2><p>We know that shopping online can sometimes be as stressful as it is convenient. At Lumina Products, we try to ease your
mind and make that process as pain-free as possible.</p><h2 id="return-policy">Return Policy</h2><p><u>Order Changes or Cancellations</u> Orders are typically processed within 2 business days after an order has been placed. Changes or cancellations are only possible for orders that have not yet shipped or are on backorder. Custom orders cannot be canceled or changed.</p><p><u>Returns and Exchanges</u>&#xA0;</p><p>Return Orders will incur a 20% restocking fee. You are responsible for any return freight. All returned items must arrive to us in the original packaging, include all original packing materials and documentation, and be unused. Orders not returned in original packaging are subject to denial of refund.&#xA0;</p><p>We require photographs of the packaging before the item is shipped back to us to ensure proper packaging.&#xA0;</p><h2 id="damages">Damages</h2><p>Be sure to inspect items upon arrival and check for any damage thoroughly. Claims for damaged items must be made within 3 business days after arrival. All damages must be noted with the carrier upon delivery. To file a damage claim, please call us at (877) 395-0888 and we will be happy to work with you to resolve any issues. If your order is received damaged, with the correct documentation you provided within the specified timelines, we will either repair or replace your item. &#x2018;Refer to our aFire After Purchase Service Policy&#x2019; which requires your signature prior to shipment. BEFORE SIGNING WITH FEDEX/DHL, photograph all damage, starting with the exterior of your package. Note on the form, before signing, that the package is damaged. See our Delivery Inspection Instructions.</p><h2 id="warranties">Warranties</h2><p>All Aquafire Products are warrantied for 2 Years against defects in workmanship and materials. All Fuel is warrantied for a period of 1 year against defects in workmanship and materials. Please refer to the warranty supplied with your purchase.</p><p>You must ensure you have correctly installed your unit and that no &#x2018;hard&#x2019; water has been used to fill these units, and that all proper plumbing and electrical connections and requirements are met so the warranty is not voided. (We strongly suggest taking pictures of your installation). We reserve the right to assist you remotely in repairing any warranty defects in your home as most repairs can be completed within 1 hour once proper parts are received. We will work with you directly for simple repairs and provide warranty parts free of charge. Refer to the &#x2018;aFire After Purchase Service Policy&#x2019; which requires your signature prior to shipment.&#xA0;</p><h2 id="replacement-parts">Replacement Parts</h2><p>Replacement parts or pieces are required while the unit is under warranty, please reach out to Lumina Products Technical Support to troubleshoot the issue and order new parts. Tracking numbers are sent once parts have shipped. If the unit is not under warranty, we will invoice for the required parts and payment must be received prior to shipping.&#xA0;</p><h2 id="technical-support">Technical Support</h2><p>Email support@luminaproducts.com Call (877) 395-0888.&#xA0;</p><p>Should your unit have any missing/damaged parts or faulty parts within the timeframe of the warranty, please follow these steps:&#xA0;</p><ol><li>Please have your order information ready (product/model, invoice number, name of person who purchased the unit, company name, etc.)&#xA0;</li><li>We need an overview of the issue. Pictures and/or videos will be required in order to better assess the problem.&#xA0;</li><li>Parts will be sent if required and a virtual service appointment will be set.&#xA0;</li><li>We will follow up within 5 days of the delivery of replacement parts to ensure that everything is functioning properly.&#xA0;</li></ol><p>If you have received authorization to return your item from the Lumina Products Customer Experience Team please follow the following instructions in order to preserve your right to any credit that may be due to you.&#xA0;</p><p>Note! You must use ONLY the original packaging in which your unit arrived in.&#xA0;</p><ul><li>All water must be drained from the unit. Please check both tanks - main tank and mist maker tube/tank - for water. We recommend using a small Wet Vac to completely empty the water from both tanks. Leaving even a small amount of water in either tank can cause internal electrical damage which can delay the return and in some cases, void the refund.&#xA0;</li><li>Repack the unit into the interior carton using the original packing materials and crate in the manner you received them.&#xA0;</li><li>Be sure to include all accessories and manuals (charging block, remote, drain tubing, etc.)&#xA0;</li><li>Take a photo of the interior of the packed carton, and a photo of the sealed carton and email these to us. ( ces@luminaproducts.com )&#xA0;</li><li>Once photos are received and approved, we will arrange pick up of your unit.&#xA0;</li><li>Upon receipt and inspection of your original unit at our warehouse, we will issue a refund within 10 business days minus 20% restocking fee and any cost of return freight.</li></ul>

Return Policy

Please feel free to reach out to our Customer Experience Team via email anytime!