Shipping, Returns and Refunds Policies
How to Place an Order
All orders must be placed online. We are not able to give technical advice. Please search your reference in the search bar for available products.
Shipping your Order
At the Cart and Checkout you will be given a choice of how you want to ship your order. We offer same day shipping on all orders received before 2pm EST**
We Ship Monday-Friday, no weekends or holidays:
- UPS Next Business Day Air: receive by the end of the next business day. Order by 2pm EST
- UPS Ground: receive estimated 4 business days
- FedEx 2day: receive within 2 business days
- Free shipping: receive 7-10 business days (for Pellet Stove Parts only over $99 and weight restrictions apply.)
- We do not ship to Hawaii. Alaska and Canada.
** Sometimes things happens and we are unable to ship the same day or the delivery is a little delayed. We are not able to offer refunds if this happens.
Returns and Refunds
We know sometimes you may need to return products that you have ordered that are not quite right for you, that’s why we make returns as easy as possible at Direct Brand. In the first instance please read our Returns and Refund Policies and complete the Customer returns form below.
Direct Brand will not accept any returns without prior approval. All products returned to our warehouse will be fully inspected before refunds are made or replacements are shipped.
Email: sales@direct-brand.com
Customer Returns Form
Return and Refund Policies
Out of Stock Products
We make every effort to ensure all products in our catalogue are in stock however if your product is out of stock at the time of ordering we will issue a full refund on the next business day.
Ordered the Wrong Product
Please complete the customer returns form and we’ll be in touch to arrange the return of the product to our warehouse. As long as the product is returned in a new, unused, saleable condition, and in the original packaging within 30 days of purchase we will refund the full amount of the product less the original shipping paid when you placed the order, and return shipping costs of a minimum of $20, which will be deducted from your refund. Any returns after 30 days of purchase will incur a 15% restocking fee. We don’t offer exchanges where the wrong product is ordered. All products returned to our warehouse will be fully inspected before refunds are made.
Received a Damaged or Defective Product
If you receive a damaged or defective product you must notify us within 7 business days of receiving the order. Please complete the customer returns form and we’ll be in touch where we will need to ask for the full details of the damage and photos. We will arrange the return of the product to our warehouse. For fastest replacement, you can place a new order after you have completed the customer returns form and we will ship them out to you as soon as possible. A full refund for the original order will be issued when we receive the damaged or defective product to our warehouse. If you prefer not to place a new order, we will ship the replacement once we receive the damaged or defective product to our warehouse. All products returned to our warehouse will be fully inspected before refunds are made and replacements are shipped.
Replacing a Product under Manufacturer Warranty
Please complete the customer returns form and we’ll be in touch to arrange the return of the product to our warehouse. Direct Brand honours all manufacturer warranties for our products. In the event that there is no warranty offered by the manufacturer, Direct Brand offers a one-year warranty.
Most manufacturer warranties allow for replacement only. Refunds will not be given. You are responsible for the shipping costs to send the product back to us and Direct Brand will pay the shipping costs to send out the replacement. All products returned to our warehouse will be fully inspected before replacements are shipped.
Item(s) must be used in appropriate applications, and replacement parts must be the correct listed replacement suggested by the manufacturer to be eligible for warranty coverage. Direct Brand reserves the right to limit the quantity of replacements issued under warranty if not specified under the manufacturer warranty policy.
