Shipping and Returns
We want you to have an amazing experience with any products you purchase from Forno and Flame. Our support team is here to answer any questions and help you with your purchases!
EMAIL ORDER AUTHORIZATION
You will receive a confirmation by email shortly after placing your order with us. This confirmation email verifies we have gotten your order request and pre-approved your credit card, and the order is now in processing.
After your credit card payment has been approved, we contact our fulfillment center to ensure that your items are in-stock and available for immediate shipment. If the product(s) you ordered is/are unavailable, we will void the credit card payment and contact you via phone or email to discuss further options. If the product(s) you ordered are available for quick shipment (inside two to five business days), we will process the credit card charges and our shipper will prepare your order for delivery.
You will receive confirmation within 48 hours of your order's departure from the fulfillment center. If you do not receive the following information within six business days of your order, please email firstname.lastname@example.org or contact us via the website. Most orders ship via freight carriers and delivery times are estimates. That being said, all carriers we use will give us tracking codes and these we will forward to you as soon as they are available to us. We can't verbally guarantee a particular date, but please be assured that we will do our absolute best to get your items to you as soon as we possibly can. Outside variables, such as climate, location, current events, and conditions may affect delivery.
CANCELLATIONS, REFUNDS AND RETURNS
We want you to be satisfied with your order. Orders may be canceled at no cost before they have been shipped, and the charges will not be added to your credit card. Orders canceled after shipment will be charged a 20% restocking fee plus shipping charges, including return shipping. Refunds will be processed once the product(s) has been received and inspected at the fulfillment center. Since we can't sell used or damaged items, all returns must be in new and unused condition, including all packaging.
All returns require a Return Merchandise Authorization (RMA) number. This may be acquired by emailing email@example.com and requesting it.
Refunds will be issued to the credit card that was used to place the order.
Our Returns Policy is valid for 30 days. If 30 days have passed since your delivery date, unfortunately we can’t offer you a refund or exchange.
Forno and Flame provides complimentary delivery insurance with all orders; we want your product(s) to be safe during transportation. By accepting an obviously damaged box and marking it as "in satisfactory condition," you accept your order "AS-IS" and decline future refunds or substitutions. Any container that appears damaged on the outside will likely contain a damaged product inside. You must immediately record cargo claims with the freight company that delivers your order to you, as well as to Forno and Flame.
Please examine your order and ensure items were not damaged during transportation. If your order arrives damaged, please reject the delivery, take note of the damage and send photos to firstname.lastname@example.org or contact us via our website so we can prepare an insurance claim. By accepting a damaged parcel, you void our ability to claim insurance or authorize refunds. It is important that you DO NOT sign for a case/container that shows evidence of severe damage!
All freight shipments are normally delivered "curbside" to the end of your driveway or street. Curbside delivery does not include set-up, assembly, or removal of packing materials. Please contact us for alternate delivery options if this is not acceptable to you. White Glove (full assembly and installation) service is available for an additional charge. If you wish White Glove service, please inform us so we can arrange for it ahead of time.
We deliver to physical street addresses in the lower 48 contiguous United States. P.O. box delivery is not available.
A person over 18 years of age must be available to sign for the delivery.