Shipping & Returns
Glen Dimplex Americas is pleased to offer free shipping on all orders to most destinations in the United States and Canada. Unfortunately, at this time we do not ship to Northwest Territories, Nunavut, Yukon, Alaska, American Samoa, Guam, Hawaii, Northern Mariana Islands, Puerto Rico, U.S. Virgin Islands.
Shipping of orders
All orders will be shipped using the most reliable and efficient method of delivery, and will require a phone number at the time an order is placed in order to ensure proper delivery.
Small, lighter orders will generally be shipped via courier, while large, heavier packages will be shipped via truck freight carrier on a pallet.
At the time of shipment, you will be notified by email which will include your package tracking number. We encourage you to use the tracking number provided to maintain an estimated time of delivery with the carrier, as well as the shipments location. This can be done over the phone, as well as online.
IMPORTANT: Please be advised that the tracking number does not become valid until 24 hours after you receive your email notification. Information regarding package location and package tracking numbers will not be readily available for Glen Dimplex Americas customer service representatives.
Transit time begins the first full shipping day after the package leaves our facility and delivery will occur Monday to Friday 8:00am to 5:00pm local time.
Although we work hard to provide you with your purchase as soon as possible, there are uncontrollable issues, such as severe weather, natural disasters, unscheduled events etc. that create shipping delays. Glen Dimplex Americas will not be held liable for shipping delays in such cases, always check with the carrier regarding transit time.
Freight truck carrier shipments
In the event of a large, heavier package, orders will be shipped via freight carrier.
Home Delivery is defined as “curbside delivery” within residential areas. Freight truck carriers and or their drivers will not move shipments in to the building. Always ensure you are prepared to receive shipment as many pieces may require 2 or more persons to lift and transport to the desired location.
Truck Freight shipments will usually deliver within 3 to 6 business days after the order has left our warehouse location and recipient will be contacted to coordinate a delivery appointment once it has arrived at a nearby terminal. Appointments windows (usually 2 to 4 hours) are booked between 8:00 am and 5:00 pm local time, Monday to Friday by the carrier.
Note: When receiving a truck freight delivery your signature on the delivery slip legally states that the order was received in good condition. In order to ensure all damage claims have the ability to be resolved, please examine your product before signing.
Receiving your shipment
Glen Dimplex Americas is committed to your order satisfaction, and will, therefore, examine all products prior to delivery to ensure excellent condition. Although products are packaged with the utmost packaging security, damages can happen during the shipment process.
Before signing for your order, please take the time to inspect the shipment and its contents. Should you notice any damage please indicate with a notation on the delivery receipt (bill of lading), if possible take a picture, refuse shipment and contact us immediately.
Glen Dimplex Americas cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the delivery receipt.
If you are unable to inspect the contents at the time of delivery, please inspect the outside of the carton for scuffs, tears, rips, wetness etc. If the carton shows any of these signs the contents could be damaged. If possible take a picture, sign the delivery receipt “CARTON DAMAGED”, and contact us within 24 hours of the delivery. Please read our return policy for more details.
As long as your order has not shipped (you have not received a shipping notification ) we can cancel your order. If your order has shipped you will be required to follow the return policy/ process.
Once your order has been received you will be emailed an order confirmation. Once your order has been filled and is shipped you will receive a shipping notification.
Please be advised some items may ship in more than one box or on a pallet. Depending on the product ordered you may require two people to lift and move it in to your home.
A confirmation page acknowledges that we have received your order. It is not an official receipt.
Depending on your credit card company, processing times and posting times may vary. From our end your credit card is billed immediately upon purchase.
Although our products are packaged securely to prevent damage it’s possible for damage to occur during shipment. Always inspect the carton and contents upon arrival, if damage is apparent please note it on the delivery receipt (bill of lading), if possible take a picture, refuse shipment and contact us immediately. Please read our returns & exchange policy for more information
Returns & Exchanges
Glen Dimplex Americas agrees to accept all “Product Returns” within the “Standard Product Return Period” defined as:
- Seven (7) days for damaged product after date of delivery (package damage).
- Seven (7) days if the wrong product was shipped from Glen Dimplex Americas after the date of delivery.
- Thirty (30) days for concealed damage or defective product after the date of delivery.
- Thirty (30) days for customer remorse after the date of delivery in original, unmarked, factory sealed packaging.
- Seven (7) days for ordering the incorrect model and requires a replacement after the date of delivery.
Non-Standard Product Return Period
If a product has concealed damaged or defective after thirty (30) days of delivery, the product will be handled based on its warranty.
Glen Dimplex Americas will not accept consumer product returns for customer remorse thirty (30) days after delivery. Glen Dimplex Americas will not be responsible for any fees related to Product Returns after the Standard Product Return Period.
The consumer is responsible for all “Product Return Shipping” carrier fees, except if the unit is defective, damaged upon receipt or if the wrong product is shipped. Glen Dimplex Americas will cover the return shipping costs directly seven (7) days after delivery if the product was delivered damaged, seven (7) days after delivery if the wrong product was shipped from Glen Dimplex Americas or thirty (30) days after delivery for concealed damage or defective.
The consumer will be responsible for all “Product Return Shipping” carrier fees relating to buyer’s remorse or if the consumer ordered the incorrect model and require a replacement. A 25% restocking fee will apply.
To arrange return shipping, you must acquire a Return Authorization (RA) through Glen Dimplex Americas’ Consumer team. Please contact us to obtain an RMA.