Empire Great Lakes Oak Refractory Complete Fireplace Natural Gas Logs

At Agent BBQ, we aim to provide a seamless shipping experience for all our customers. Please review the following details to understand our shipping process:

Order Cut-Off Time:
Orders placed before 5:00 PM will be processed as per our processing times. Any orders placed after this time will be processed on the next business day.

Order Processing Time:
1 to 3 business days (Monday to Friday). Once processed, your order will be shipped with UPS, FedEx, or a freight service, depending on the size and nature of your order.

Transit Time:
5 to 8 business days (Monday to Friday). Please note that transit times may vary based on the shipping carrier and destination.

Shipping Fees:

• Free shipping on orders over $99 USD.
• For orders under $99 USD, a shipping fee of $9.99 USD will apply.

Freight Shipping:
For larger items or bulk orders, we use freight shipping. Freight shipments are typically delivered on a pallet, and the delivery may occur curbside or as close to a garage door as possible. Some delivery companies may call to schedule a delivery time, while others will drop off the shipment at the nearest accessible location.

Pre-Delivery Guidelines:
Please familiarize yourself with the delivery requirements for freight shipments to ensure a smooth process. If you encounter any issues with your shipment, such as visible damage, we advise inspecting your packages carefully and documenting any concerns.

Damage Reporting:
If your package arrives damaged, please take photos and send them to support@agentbbq.com within 48 hours of receipt to initiate a return or exchange.

Order Tracking:
Order tracking information will be sent to you via email within 24 hours of shipment.

For any questions or concerns, feel free to contact us at support@agentbbq.com

We understand that there are many options for online shopping and we strive to stand out by providing top-notch service to earn and retain your loyalty.

Below is our 7-Point approach to providing the best shopping experience at Agent BBQ:

1. Price Match Guarantee: Agent BBQ is dedicated to providing our customers with the best pricing possible. We continuously monitor the market to ensure our prices are competitive, and we also offer a Price Match Guarantee. If you find a lower price on an identical product from another authorized dealer, we'll match it!
2. Free Shipping: Enjoy seamless and cost-effective shipping on all orders from Agent BBQ. No more worrying about shipping costs, as we offer free shipping on all orders over $99, helping you to save even more on your outdoor grilling purchases.
3. Exceptional customer service: Our team is dedicated to providing you with the best customer experience possible. Whether you need help choosing the right products, have a concern or issue, or simply need advice on how to get the most out of your grilling experience, we are always here to help.
4. Safe and Secure Shopping Environment: At Agent BBQ, we prioritize the security of your personal and financial information. Our online platform is equipped with state-of-the-art security measures to ensure that your transactions are protected and kept confidential. Shop with peace of mind, knowing that your data is safe and secure with Agent BBQ.
5. Hassle-Free Returns: We understand that sometimes things don't work out, which is why we offer a hassle-free return policy for our customers. All returns must be made within 30 days of purchase and are subject to a restocking fee. This policy ensures that our customers can feel confident in their purchases and have a stress-free shopping experience.
6. Authorized Dealer – Agent BBQ is an authorized dealer for every brand in our inventory, ensuring that you receive complete protection under the manufacturer's warranty for each item you purchase.
7. Insured Shipping: At Agent BBQ, we understand the importance of receiving your orders in good condition. That's why we offer insured shipping on all our products. In the unlikely event of damages or loss during shipping, you can be confident that you will receive a prompt resolution. Our commitment to ensuring the safe and secure delivery of your orders is unwavering.