Policies & Procedures

We are glad you are considering buying a product from us. It is important that you are comfortable with your product selection. If you are not sure about the appropriateness of a product for you application please do not order until you are. It is advisable to contact a local contractor to evaluate your installation. If you are buying a vented product you may need to have your chimney inspected and cleaned before proceeding with your order.

If you have already ordered and received your Gas Coal appliance it is very important that you not attempt to install and operate the product if you are not sure it will fit your application and meet your expectations. For liability reasons we can not take a used or burned unit back. It is for this reason that you need to make a very informed buying decision. We are willing to spend as much time with you as it takes to make sure the product you are choosing will be appropriate for you application and meet you expectations. Often we ask customers to send detailed photos and dimensioned sketches. We can even Photoshop the burner and basket you are considering into a scaled photo for you.

We take pride in our  product line and service. We are licensed mechanical contractors who install and service our products in the Winston Salem area. We are glad to offer any technical assistance to help you in your purchase installation and service of items we sell.

It should be obvious that we specialize in gas coal baskets and believe we have assembled the largest selection of manufactures and options in one place at www.coalbaskets.com.

We have called upon our years of experience as we developed this website in order to make sure you make the very best choice available.

Another added benefit to shopping at CoalBaskets.com  is that  all orders are charged NO SALES TAX (except in the state of North Carolina).

Our contact information is as follows:

Four Seasons Supply Co.
2201 Trinidad Lane
Winston Salem, NC 27106

For customer service:
Phone: 336 682 3241
E-mail Address:  Sales@CoalBaskets.com

* The best way to communicate with us is via e-mail. We try to respond to your e-mail on the same business day, but no later than 48 hours.


Our business hours are:
8:00 AM to 9:00 PM
We attempt to keep a technician available for phone calls 7 days a week
If you have questions about a product we sell please call.

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Policies & Frequently Asked Questions

Credit Card Security and Privacy

Is it safe to use my credit card? Yes shopping at CoalBaskets.com is safe. Our online shopping cart and card processing is handled by PayPal the most trusted processor for online credit card purchases world wide. All transactions are handled on (SSL) secure socket layer software.

The fact is, online purchases are statistically safer than using your credit card at a restaurant or department store. Technical experts state that online purchases are far safer than traditional credit card transactions because the information is immediately encrypted into a scrambled message that can only be decrypted by an authorized computer.

If you still prefer not using you credit card on the internet you can call us with your order and we will take your credit card over the phone or you can send a money order. For details call 1-336-682-3241.

Ordering Information

Order Methods: We accept Visa, MasterCard, American Express, Discover Card, Paypal, Business Checks, Money Orders, Cashier's Checks, Purchase Orders  and Wire Transfers. Credit card orders will be charged when your order is processed. Most items will process to ship within 24-48 hours. However, items shipped directly from the manufacturer or that are custom made may take longer to ship after the order has been processed.

Money Orders & Cashier's Checks: Please call for details 1-336-682-3241

Business Checks: If the issuing bank will verify funds are available, the order will be held for 5 business days prior to processing. If the bank is unable to verify funds are available, the order will be held for 10 business days prior to processing.

All POs can be faxed to 1-336-924-0987 - Attn: Sales

Wire Transfer: CoalBaskets.com will accept Wire Transfers. An additional $20 processing fee will apply. Please contact us for details.

Do you charge sales tax? We are headquartered in Winston Salem North Carolina and residents of North Carolina only will pay a 6.75% sales tax. All orders shipped to addresses outside of North Carolina are exempt from sales tax.

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Shipping & Order Status

Shipping Calculator: We make every effort to assure that our shipping calculator is accurate so that you will pay exactly what we pay our shippers.  Occasionally the calculator may not compute an accurate shipping rate. We will contact you before shipping if we find that an error has been made.

Shipping Policies: We try our best to get your item out as soon as possible. Many items that we sell are in stock and will ship within 1-2 business days, unless otherwise stated in the item description. Some items are shipped from warehouses at different locations. Most of our warehouses ship items out within 2-3 business days but some items may take up to 10 business days depending on the warehouse. We make every effort to ensure the fastest possible delivery. Business days are Monday through Friday. If you need an item by a certain date, please contact us to verify shipping options to meet your needs. If you are ordering online and need an item by a certain date, please be sure to note the required delivery date in the comments box at checkout. We will be happy to work with you to arrange for delivery by that date. Expedited charges may apply.

Where does CoalBaskets.com ship?

We ship to the US & Canada. Canada orders do not qualify for free shipping. Please call or email us for shipping quotes to Canada.

What is an address correction charge?

Incorrect shipping addresses (wrong house #, wrong ZIP code, missing apartment #, etc) will incur an $11.00 charge for ground packages and a $18.00 charge for air packages if correction is made after package has shipped. Incorrect addresses may also result in delayed delivery or returned packages. Shipping fees will not be refunded for returned packages. Please double check your shipping address for accuracy.

This address correction fee is charged to us by FedEx and UPS and will be billed to the credit card associated with your order. If you feel you have been charged this fee in error, please contact us so we may dispute the fee with the package delivery company. We appreciate your understanding.

How do I know if my order has shipped?

Upon completion of your order, you will receive an email confirmation from us with the details of your purchase. Once the order ships, a second email will be sent confirming that your order has shipped. Tracking information will also be included in that email so that you can easily track your package. For questions about tracking, please contact us at Sales@CoalBaskets.com and include your name and order number.
 

How do I cancel my order?

If you wish to cancel your order prior to delivery, please contact us immediately at Sales@CoalBaskets.com. Depending upon where the order is in the process, it may or may not be able to be cancelled. We will make our best effort to cancel if the order has not been shipped. If items have been shipped, the order may be returned following our standard return procedures. Please see the returns section for further details on returning your product.

Refused Shipments:

If you refuse delivery, we will refund the item cost minus all associated shipping fees. If free shipping or discounted shipping was applied to the order, all of the shipping costs (inbound and outbound) will be deducted from the refunded amount.

Freight Shipments:

Please note: delivery of a freight order will require a signature. "Curbside Delivery" indicates delivery to the curb at your driveway's end and does not include assistance with unloading, unpacking, set-up, or clean up. Requests for placement in any area other than the curb, missed delivery appointments, re-delivery / re-consignment, and any other special requirements may incur additional customer charges, all of which are payable directly to the carrier. Lift gate service (unloading to curb side) is available for a $75 fee. Please call 336 682 3241 if the "Freight - Curbside + Lift Gate" service is needed. We will send you an additional invoice to cover the additional fee from the freight company.

 Please include a daytime phone number in the shipping information at check out.

Extraordinary delivery requirements (caused by physical obstructions, insufficient space, neighborhood restrictions, etc.) may create additional delivery charges. If spatial restrictions prevent the delivery, the customer will be responsible for additional charges resulting from modification of the original shipping information (location, type of truck required, etc.). If the carrier is unable to make normal delivery to the shipping address because of any of the aforementioned circumstances, it is the customer's responsibility to make alternate arrangements with the freight carrier to take receipt of the shipment. When the carrier calls to set the delivery appointment, please advise them if circumstances will make it necessary to take delivery at an alternate location.

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Return Policy

What is your return policy? Your satisfaction is our utmost priority. We will do our best to satisfy your requirements. We offer a 30 Day Limited Money Back Guarantee return policy. Any unused, resalable merchandise in original condition and in original packaging may be returned for a refund within 30 days of the order date. The returned item must be in the original box with all paperwork. The item must be unused and unopened. We will refund the product price only. Inbound and outbound shipping costs will not be refunded. Orders processed with discounted or free shipping will not have the the initial shipping cost refunded. The customer will pay the returning shipping cost.

If the gas or fireplace item has not been used, it can be returned if in a resalable condition and within 30 days from date of purchase. It must be in its original box, and all manuals, warranties, accessories and packing materials must be included. We will inspect and test returned items. Any gas or fireplace item that has been used or installed is not returnable for any reason. Any returnable items that have to be opened, inspected, tested and repackaged may incur a restocking charge of 15% of that item's price. Any items that require repair or replacement parts to restore to saleable condition may need to be returned to the manufacturer. Costs of refurbishing will be deducted from the refund. All items which are shipped via freight will be charged a 15% restocking fee regardless if they have been opened or not. The customer will also incur the expense of all shipping charges, even if the order was sent with free or discounted shipping. Inbound and outbound shipping costs will not be refunded. Orders that received discounted or free shipping will be charged for the actual initial shipping cost to us as well as return shipping cost. Any returns shipped via freight collect to the return address will be refused and returned to shipper. We will not cover the return shipping fees.

It is the responsibility of the customer to return the product in the same new/undamaged condition which it was received. Please be sure to insure your return, as any return product received damaged in shipping will not be eligible for a credit. We are not responsible for items received damaged. The customer will need to file an insurance claim with the carrier for damaged items and to be reimbursed for the insured amount.

Items that have been damaged due to the weather will not be covered under manufacturer's warranty and are not returnable at any time.

Custom orders are not returnable.

How do I return an item? For returns on items that are not damaged or defective, please contact a Customer Service Representative within 30 days of receipt of your merchandise via email at Sales@CoalBaskets.com. Please include your order number and the reason for your return in your email. We will respond within 24 hours with a Return Authorization Number and instructions for returning the item to us. All returns MUST have a Return Merchandise Authorization (RMA) number. Credits for returns received without an RMA number will be significantly delayed. These items may also be refused by the receiving warehouse. If so, they will be shipped back at the customer's expense.

Damaged Items: If your shipment is received damaged, a claim must be made within 5 days of receipt. Please open your package and inspect upon receipt. If a package arrives damaged, save all packing materials and contact us immediately. We will file a claim with the shipping company. In most cases, the purchase price and the original shipping costs (if charged) will be refunded to the original purchaser or we will send a replacement (whatever the customer decides).

Damaged Freight Items: Freight shipments should be inspected carefully while the delivery driver is present. If any damage or shortage is noted, it is the customer's responsibility to note the damage or shortage on the bill of lading before signing off on delivery. Please report the damaged or missing items to us, so that we may be able to ship replacements to you. If there is significant damage to a freight shipment, please note "damaged - refused" on the bill of lading and refuse the delivery. Please contact us for a reshipment. It is the customer's responsibility to note any damage/shortage at the time of delivery. Claims made on freight bills that are signed clear (without damage) are often denied, resulting in further incurred expense for the customer.

Exception to Return Policy: The following items are not returnable at any time for any reason if they have been installed or burned - gas logs, gas stoves, wood burning stoves, fireplaces, fireplace inserts, chimeneas, fire pits, or any other product associated with gas (natural or propane) or fire. This is a liability issue and we are not responsible for any items once they have been installed and/or burned. If the item is believed to be defective, we will be happy to assist you with the warranty process through the manufacturer to resolve the problem.

Missing Items: All orders must be inspected for missing items within 5 days of receipt - Please open your package and inspect upon receipt. If a package arrives missing items, contact us immediately. After 5 days of receipt, we are not responsible for missing items from order.

Defective Items: If an item is received via UPS or FedEx and found to be defective within 30 days of the purchase date, CoalBaskets.com will send a replacement part at no expense to the customer. If the entire unit is defective, a replacement unit will be sent or a credit will be issued, whichever the customer chooses. If an item is shipped via freight and found to be defective within 30 days of the purchase date, CoalBaskets.com will have the replacement part sent to the customer at no expense. If the customer does not want the replacement parts and simply wants to return the entire unit, they will be responsible for all shipping fees. We will not accept defective returns after 30 days of the purchase date. If it is outside the 30 days, the customer will need to contact the manufacturer directly for replacement items.

Undeliverable or Refused Shipments: Undeliverable or Refused merchandise will be charged for the freight charges both ways.

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Website Prices & Typographical Errors

Items in your Shopping Cart will always reflect the most recent price displayed on the item's product detail page. Please note that this price may differ from the price shown for the item when you first placed it in your cart. Placing an item in your cart does not reserve the price or special promotions at that time. It is also possible that an item's price may increase between the time you place it in your cart and the time you purchase it. If an item's correct price is higher than our stated price, we will, at our discretion, either contact you for instructions before shipping or cancel your order and notify you of such cancellation.

CoalBaskets.com strives to provide accurate information and pricing for each item. Despite our best efforts, a small number of the items on our website may be mispriced. In the event a product is listed at an incorrect price due to typographical error or error in pricing information received from our suppliers, CoalBaskets.com shall have the right to refuse or cancel any orders placed for product listed at the incorrect price. CoalBaskets.com shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is canceled, CoalBaskets.com shall immediately issue a credit to your credit card account in the amount of the charge placed on your card.

CoalBaskets.com reserves the right to refuse a sale at any time for any reason.

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CoalBaskets.com Privacy Policy

We will never sell, trade, or rent any customer or gift recipient e-mail address or personal information to any third party. Nor will we share this information with any third party except to the extent necessary to fulfill an order or when the outside party is strictly acting on our behalf with no independent right to use the information we provide. We may provide aggregate statistics about our customers, sales, traffic patterns, and related site information to certain reputable third party vendors but these statistics will not include any identifying personal information. We may disclose personal information in the event that if we are required by law however. Accordingly, you authorize us to disclose any and all information about you to law enforcement or other governmental official as we deem necessary or appropriate with any investigation of fraud, intellectual property infringements, piracy, or other unlawful activity that is illegal and that may expose us to legal liability.

Our order form collects customer contact information such as name, address, e-mail address, telephone number, and credit card financial information needed to process and bill an order. We take numerous precautions to protect customer information and the sensitive information that is submitted to us is protected both online and offline.

The contact information is necessary to personalize and send information about orders to our customers, to fulfill and notify you of delivery, and to get in touch with you if necessary for customer service or questions about an order. We may also use customer information and the Internet Protocol (IP) address used to connect your computer to the Internet to improve the content of our site, to improve your shopping experience, and for marketing and promotional purposes.

We also collect contact information about gift recipients to ensure correct gift delivery. We may send special offers and information about new items or features to our valued customers and gift recipients from time to time. The recipient may always opt out of receiving future mailings.
Customers may join our mailing list by choosing to register on our home page or during the checkout process. You can contact us to unsubscribe and we will remove your name and e-mail address from any future mailings. A page of our site is forwarded to the specified e-mail recipient only when you use the Refer-a-Friend feature on our site.

CoalBaskets.com does not use cookies to track customer movement on our site. However, Yahoo! uses cookies to facilitate the checkout process. Please see the Yahoo! Privacy Policy. You may still make purchases at our site if you have set your browser to disable cookies but functionality may be limited.

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Security

We understand and share your concern about security and privacy. It is reassuring to know that it is statistically safer to use your credit card on the web than to use it in a store or restaurant. The information that you provide when placing an order with us (e.g. your name, address, and credit card information) is secure. It cannot be read or tampered with during transmission.

 Our checkout process uses industry standard SSL (Secure Socket Layer) technology to encrypt and scramble all personal information including your name, address, and credit card information so that it may not be read by others as it travels over the Internet.

For your security, we authorize your credit card after we obtain confirmation that your card is a valid number and has not been reported lost or stolen. We also verify that the "Bill To" address matches the address on the credit card used. It is not uncommon for a request for credit card authorization to fail at times. We will contact you if we experience such difficulties and you may wish to provide another credit card.

Email is not encrypted so please do not transmit your credit card number via e-mail.

Under the Fair Credit Billing Act, the maximum amount that your bank can require you pay for any fraudulent charge on your credit card is up to $50. Notify your credit card company immediately should you ever suspect a fraudulent charge on your credit card as you would for any other unauthorized charge.