Shipping & Returns

Thank you for shopping with Burner Technology. We're here to ensure that you have the best possible shopping experience.

Returns

In some rare instances, you may need some help with a return. Don't worry! The following information will help you process your return: If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.

Unopened Merchandise

You may return any "unopened" products and accessories within 30 days of delivery for a full refund. Simply return the item to us, shipping prepaid via UPS or FedEx. Using a non-approved shipping method will often result in delays and damages that impact our ability to process your refund. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund.

Opened Merchandise

"Opened" and unused products and accessories in their original packaging can be returned within 30 days of delivery, but will be subject to a 20% restocking fee to cover testing, cleaning and repackaging expenses. Simply return the item to us, shipping prepaid via UPS or FedEx. Using a non-approved shipping method will often result in delays and damages that impact our ability to process your refund. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund. Opened returns must be in saleable condition with original materials and packaging.

Cancelled Orders

An order that has shipped cannot be cancelled. If you refuse an order which has already been shipped, not due to damage, you will be responsible for paying an ORDER RETURN FEE. We incur a fee from the freight carrier to return items that have been shipped, this fee is dependent on the item refused and the destination location.

Built-to-Order Items

There are no returns allowed for products which have been specially built for you and shipped by the manufacturer. These items are not routinely stocked at our warehouse and therefore cannot be returned.

Installed Items

Once an item has been installed it cannot be returned. Any damage due to improper installation is the responsibility of you or your installer. A warranty claim can be made, but it is up to the discretion of the manufacturer if they will cover any costs associated with an incorrect installation.

Damaged Products

You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment, you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately.

Suspect Damage

On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle.

Obvious Damage

Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you.

Defective Products

We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry. In most cases, it's a simple issue that can be resolved over the phone. Please contact us using the CONTACT US page and we will respond quickly. Please have your model number and serial number available for fastest service.

Shipping

Burner Technology delivers your products fast and hassle-free. We are proud to offer Free Shipping* on all qualified products within the lower 48 states.

*Free Shipping subject to change. Not available on all products, e.g., orders under $199, overweight/oversized equipment, special delivery services, remote areas, etc.

Please note: Due to the pandemic’s supply-chain challenges, product availability and shipping times are currently not guaranteed.

How Will My Products Ship?

Products ship using various methods and come directly from our warehouse. These methods will appear in the cart or at checkout before completing an order. Becoming familiar with shipping methods helps inform the requirements your order may have for delivery.

Advice for Receiving Your Order

When receiving your order, please be sure to check for damage before signing off and taking receipt of your shipment.

How To Handle Shipping Damage

Roads aren't perfect, and on rare occasions, a package can get damaged. In those cases, it's best to take a picture, refuse the delivery, and record the damage on the driver's bill. Some concealed damage may not be readily apparent, so you should inspect the shipment thoroughly upon receipt. Next, let us know immediately, so we can make arrangements to get you a replacement as quickly as possible.

When Will My Order Ship?

We make shipping notifications simple. After you place an order, you will receive an order confirmation email. Your order will remain in PROCESSING status until it is shipped, at which point you will receive a shipping notification email. If you have multiple items on your order, you may receive more than one tracking number as the items may ship separately.

What if I don't get a shipping notification?

If you do not receive a shipping notification after the specified processing time but have received an order confirmation email, it means your order is still being processed. If you did not get an order confirmation email, please contact us and we will assist you.

What is the difference between processing and shipping times?

Processing time is the amount of time it takes after payment has been verified, for your order to be physically picked, packaged, crated or palletized, wrapped, and loaded out the door onto a carrier's truck.

Shipping time is how long it takes for the shipping company to deliver your product to you once they have received it from the us. When placing an order, you will see lead times for both processing and shipping for in-stock products.

Shipping transit times start once your order leaves our warehouse.

Transit times are usually determined by several factors, like your location, the product's availability, weather conditions, and the shipping company’s delivery availability. Due to those factors, transit times are not guaranteed and may change.

Holiday Shipping Deadlines

The holidays are a busy time for shipping, even when there isn't a global pandemic interrupting supply lines. To increase the chances of getting your order in time for the holidays, we recommend placing them a few weeks in advance.

Shipping Fees and Restrictions

Lift-Gate Service (Curb-Side Delivery) 

A liftgate is a hydraulic platform affixed to the back of the truck that allows it to safely lower the product from the truck onto the street, also known as "curbside" delivery.

Depending on the size, most products weighing more than 100 lbs. ship via semi-truck. We strongly recommended selecting the "I need a lift gate" checkbox when adding a product to your cart if you do not have a loading dock or forklift to unload your shipment off the trailer safely. While we offer free shipping on qualifying items, you will have to pay a flat fee of $50 if you are requesting a lift gate.

Residential Deliveries For Freight Shipments

Delivering freight to residential areas is harder task for shipping companies. It takes more time, consumes more gas, and does more wear and tear on their vehicles which adds additional overhead costs. Unfortunately, the costs is high enough to be passed on and the freight companies charge an additional fee.  

If your freight delivery is going to a residential area, please select "Residential Delivery". While we offer free shipping on qualifying items, you will have to pay a flat fee of $50 for residential deliveries for freight shipments. PLEASE NOTE: If the freight company determines it is a "Residential Delivery" and fee for "Residential Delivery" is not selected/paid, the order will be CANCELED and you will be notified.

Due to liability, trucking companies will not back into residential driveways or move the product from the curb to your doorstep.

Re-consignment Fees

Changes to the delivery address requested after the product ships will incur a re-consignment fee.

Alaska, Hawaii, & International Shipments

We currently do not ship to Alaska, Hawaii, or internationally, including to Canada or U.S. territories. We can, however, ship to freight forwarders inside the United States. You would be responsible for coordinating and paying for the international shipment.