FREE SHIPPING To All US States On This Item - (Excluding Puerto Rico, Hawaii, Alaska)

Lead Time - Items Usually Ship within 2-3 Business Days (Contact us for ETA's)

Our Shipping Partners:

We partner with the most reliable freight companies in the USA to ensure your order arrives safe and in a timely manner.

Your Item will ship from warehouses all across the United States to ensure fast and efficient delivery times for our customers.

If there are any delays regarding your product shipment, we will let you know in advance. 

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail. (please allow a few hours for this to come through in some cases) This means that we have received your order in our system and pre-authorized your credit card for the purchase. 

As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. 

If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.  If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Order Shipment:

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at sales@generationecostore.com

No Shipping outside the USA. (Some exceptions apply - if the website permits you to check out and enter your shipping address, you will receive your order. Some products in particular are available in Canada).

Shipping Options

Our base "Curb-side" Pickup shipping is always completely free! This option usually takes between 5-15 days to arrive at your doorstep, after you have submitted your order.

Threshold Shipping: This involves the item being brought onto your porch, or into a sheltered/garage area. 

Double-Check Your Address

To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please
make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct
abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring
timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information
provided is incorrect or incorrectly entered at the time of purchase.

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) do arrived damaged please send photos of damage, box and SKU, along with a brief description of the damage to info@generationecostore.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours.

WARRANTY DETAILS

*Limited to one replacement **Picture required
Download the complete Osburn wood heating warranty >

RETURN PROCESS

All returns must include an Osburn return authorization to be valid. Returned parcels that are not clearly identified with a copy of the return document inside of the package will be refused. Products must be returned in their original packaging with all parts, including the owner’s manual if it applies.

All return shipping fees are at the customer’s expense, except in the case of transport damage and warranty cases. Returns are subject to a 10% inspection and restocking fee for parts. Osburn reserves the right to deduct an amount equivalent to the missing and/or damaged parts.

Items sent to us without a return authorization form will not be processed or refunded. 

Return procedure listed below: 

1. Email us at possiblepurchase@sbi-international.com within 30 days of delivery. Please include your name, the order number, the part numbers and the reason why you wish to complete a return.
2. You will receive an automated email reply providing a case number. Please make a note of this number for future reference.
3. Within 72 hours you will receive an email from one of our representatives confirming that your request has been approved or declined.

Once the request is approved, you will receive a return authorization with detailed instructions that you must print and include in the package when shipping the product back to us. All return shipping cost is at the expense of the customer, and we suggest choosing a transport company that will provide a tracking number.

Our customer service will issue the refund minus the restocking fee within 14 days of receipt of the returned products. The original shipping and handling fees are not refundable. When the refund is issued, you will receive an email confirming that reimbursement has been completed. Refunds are processed back to the credit card used to make the initial order. Please allow 5 to 10 business days for the refund to show on your credit card’s receipt.

ON-SITE RETURN

Please note that our distribution centers do not have a guest services counter. On-site returns are not allowed.

NOT ELIGIBLE FOR RETURN

Items that are not eligible for return include:

- Custom-made pieces / Custom glass

- Used items, or items that have been installed or assembled

- Bundled kits sold at a discounted rate – the entire kit must be returned

ORDER CANCELLATION 

If you need to cancel an order, please email us as soon as possible at possiblepurchase@sbi-international.com, mention CANCEL ORDER in the subject heading and call us immediately at 1 877-356-6663 during open business hours. Do not leave a message. It is mandatory to speak to one of our guest representatives to ensure cancellation. We will do our best to cancel the order before it is shipped.

Once an order has been submitted, we cannot guarantee cancellation. All orders are processed and shipped as quickly as possible for the customer’s benefit.

If you miss the cancellation period for your order, we will issue a return authorization. Return shipping cost will be at the client’s expense and 10% restocking fee will apply on refund.

ORDER MODIFICATION

Modifications are possible only to remove items on orders that are not shipped. It’s not possible to add item, you will need to place a new order. Important, no modification is possible once your order is shipped.

REFUSED AT DELIVERY 

Returned orders or refused order at delivery for any reason other than freight damage will be subject to a 10% restocking fee.

CLAIMS & WARRANTY

If you are experiencing one the following issue with your order, please send us an email at possiblepurchase@sbi-international.com, one of our guest service representatives will be more than happy to help!

• Lost in shipping. Before contacting us to claim lost shipping, please contact the carrier first, providing the tracking information that you received via the confirmation email. If the carrier is unable to locate the package or the freight or confirms it is in fact lost, please email us with your name and order number. It will be our pleasure to assist!
• Damage in shipping. Products damaged in shipping are eligible for replacement. Upon reception of your order, even if it’s not for an immediate usage, please inspect your order. If you find any damages, please email us and provide name, order number, pictures of the damage including images of the box, shipping label, packaging and damaged item. We’ll not allow replacement or refund after 30 days you received the order, per the tracking number of the carrier.
• Missing item. Items could be shipped from different warehouses and / or on a different date. If you receive your order with missing item, please contact us. We will provide shipping date and tracking if available or replacement if required.
• Defective item. Our products come with a 90-days warranty covering from manufacturing defects. Please refer to our WARRANTY page or click here … . If an item is confirmed defective and covered by the warranty, a replacement will be shipped, or a refund will be issued.
• Wrong item received. If the product you received is not the one ordered, please email us including name, order number and pictures of the item received including shipping box and product label.
• Broken glass. We warranty our glass during transit. Glass which cracks after use is considered installed improperly and will not be eligible for a warranty.
• Item on sale. Items which were purchased during a sale will be refunded at the discounted purchase price at the time of sale if the return request respects our policies.