All the information you need to know about your purchase including delivery, return & exchange and warranty. For more information please Contact Us.
To ensure your order is processed without delay, please identify any special delivery instructions or delivery limitations including narrow or dirt roads, steep hills or driveways, limited access roads, gates or any other. Unless otherwise noted, products ship via STANDARD DELIVERY from Los Angeles, California and St. Genevieve, Missouri.
Includes a curbside delivery to a non-restrictive address. Does not include inside delivery, package removal, assembly, or delivery complications. Please notify us of any large truck restrictions such as steep, narrow, or gravel roads. The customer will be responsible for any additional delivery charges.
e-NRG Bioethanol will ship separately from EcoSmart Fire orders and may arrive on a different day. An individual tracking number for your e-NRG Bioethanol order will be emailed to you.
POA (Price on Application)
If shipping to Hawaii, Alaska, Mexico, Central or South America, please contact us for a custom shipping quote.
All shipments to Nantucket Island and Martha’s Vineyard will be shipped to Cape Cod Express for final island delivery. Quoted flat rates are to Cape Cod Express only and all island delivery charges are the responsibility of the ultimate consignee.
We aim to deliver your order as quickly as possible. In-stock items ship from our warehouse within 1-5 business days. Lead time on out of stock items will vary. Please contact a team member or check our website for estimated lead times. Please allow an additional 5-7 business days for delivery after the order departs from our warehouse. We will email tracking information once your order is in transit.
Other Territories: Contact Us
If shipping to Hawaii, Alaska, Mexico, Central or South America, please contact us for a custom shipping quote.
Backorder Lead Times
Lead time on out of stock items will vary. Please contact our team or check our website for estimated lead times.
We aim to deliver your order as quickly as possible. If your order includes both in-stock and out of stock items, you may receive packages on more than one delivery date. We will email tracking information once your order is in transit.
Please note that while our stocking program is robust and we strive to achieve our published lead times, unplanned events or unforeseen delays may impact our target lead time. If this occurs and your order is affected, our customer support team will inform you promptly.
The final delivery cost will be calculated at the checkout based on location and product dimensions/weight.
Download our Price List to check our delivery rates.
Please make sure that the shipping address is correct. The delivery address must be an address within the USA and cannot be a PO Box or Freight Forwarding Location. Additional charges will apply if the delivery address is changed after the order has shipped, if a specific delivery date or time frame is requested, if special arrangements must be made due to difficult delivery constraints or obstacles or if the delivery company is required to make multiple delivery attempts.
Return & Exchange
We invest significant resources to safeguard our items during transit. We use only high quality, secure and sustainable packaging materials and ship exclusively via quality carriers to ensure our products arrive safely, despite the rigours of both domestic and international transit.
Although we make every effort to ship our items safely, from time to time, both visible and concealed damage can occur during transit. In order to ensure a speedy and reasonable resolution to any issue you may experience, please review the following information.
On Receipt of your Delivery
Thoroughly inspect your delivery immediately upon receipt, and if possible, while the driver is present.
If any sign of damage is visible, clearly note "Package received damaged" on the receiving paperwork.
Should any damage, defects, missing parts, or issues either visible (to the packaging) or concealed (to the product inside the packaging) must be reported to MAD Design USA with all supporting documentation within 7 days of delivery. See "Reporting" below for how to report an issue.
If no report of damage, defects, missing parts or issues is received by MAD Design USA within 7 days of delivery, both the shipping company and MAD Design USA are released from any responsibility for damage, and all claims after this period of time will be denied. It is essential to inspect the package thoroughly.
Always retain the original packaging until you have determined that the product is satisfactory. If an exchange or return is necessary, this will help significantly speed up the process.
In the rare occurrence that a product arrives damaged, with missing parts, with defects or another issue, please contact our Customer Support Team within 7 days of receipt of your delivery. After the 7 day period, the product cannot be reported as damaged, defective, missing parts and/or returned for exchange or refund due to the limitations imposed by the carriers shipping the products.
If your purchase was made through an authorised MAD Design USA reseller, all claims of any nature must first be reported to the reseller who will then liaise with MAD Design USA directly on your behalf to resolve your issue.
Information required when reporting an issue, includes:
- Order / Reference Number
- Item Name & description of the issue
- Date received by you
- Images documenting the issue
Customer Support Contact Information:
- Phone: +1 (888) 590 3335
- Email: [email protected]
- Hours: Monday to Friday, 8:30am - 5:30pm PST
Picking up items
If picking up items from an MAD Design USA location, please inspect both the external package and the internal items before taking possession, as items will be deemed in good condition at the point of your pick up.
Once items are in your possession, MAD Design USA is released from any responsibility for damage, and all claims related to the delivery of the item will be denied.
3rd Party Carriers
When shipping via a carrier of your choosing, regardless of who booked the shipment, there is no circumstance where MAD Design USA will be for any damage, defects, missing parts, or issues either visible (to the packaging) or concealed (to the product inside the packaging) once the item is picked up by your carrier.
Any and all claims related to a shipment via your carrier must be filed by you, directly with your carrier. Carriers do not permit anyone other than the account holder to file claims on your account. We will support you with information needed for your claim in any way possible.
Final Sale Items
Items purchased from the Outlet or items noted as Final Sale Item are not eligible for exchange, return or refund, so please be sure you are fully informed as to the condition of the item you are purchasing.
e-NRG fuel is final sale and cannot be returned due to HAZMAT regulations.
Cancel or Change Order Requests
Orders can be altered or changed up to 24 hours prior to ship date and can be processed by contacting Customer Support or your Sales Representative.
Processing an Exchange or Return
Our diligent Customer Support Team is fully trained on the many possible scenarios that may occur as it relates to shipping or product issues. Their primary goal is to support you through the process and to find a speedy resolution to the issue you’ve reported. Many diverse scenarios exist, so the solutions we provide are designed to meet your needs and to accommodate the requests of you or your customer. A full no cost exchange is not always guaranteed. Any items approved for an exchange or return will be issued a Return Authorization (RA) Number. This number is in addition to the Case Reference Number.
Your Customer Support Representative will walk you through the process for shipping the item(s) back and will enlist the support of our Shipping Department to ensure a speedy return takes place.
Items to be returned to MAD Design USA (regardless of reason) will ship via the same method, and likely the same carrier, as the original delivery. For this reason, it is vital the original packaging is retained. In the event there is no original packaging, replacement packaging may need to be sent at your cost, to be deducted from any credits or exchanges. Shipping packaging is costly and also slows down the completion of your return.
Items returned in a condition of lesser quality than when the Return Authorization was provided, will be subject to charges to either repair or replace the item in full.
Credit notes, refunds or release of replacement items will be issued after the receipt and full inspection of the returned item. Inspection will be completed within 7 business days of receipt.
Exchanges / Returns
In the event of a change of mind return, a 15% restocking fee will be applicable. Unopened, unused, uninstalled items can be returned or exchanged for up 180 days following the date of purchase.
Returns or exchanges are not available outside 180 days and are not available for open, used or installed items.
Original shipping costs will not be refunded and products must be returned to MAD Design USA in their original packaging unless otherwise agreed by MAD Design USA in writing. If original packaging is no longer available you will be responsible to request replacement packaging, which will be sent at your cost.
Return shipping costs will be charged at the actual rate, not the subsidized shipping prices on the price list.
Exchanges or Returns to take place in accordance with this policy.
Although MAD Design USA fully supports our warranties; our return program does not include freight charges for returns outside the USA & Canada. If you have a return or exchange from outside the USA or Canada, international shipping charges must be prepaid.
Our products are covered by a transferable limited warranty and a solid service and support network should you need it. Many aspects of our products are hand-produced, hand-finished and use natural materials, which makes it subject to minor variations in color, finish and size. All pieces will mature and age over the course of time through natural processes associated with use, heat and flame. These changes are an essential part of the dynamic of the piece. MAD Design USA reserves the right to make minor amendments without prior notice.
Length of Warranty
- Two year warranty from date of purchase on stainless steel parts, including raw, linished and powder coated.
- One year warranty from date of purchase on mild steel, including powder coated and chrome plated, cement, glass, leather, fabric, teak and MDF (painted or cemented rendered).
Chips and scratches are not covered by warranty. Natural variation in color, texture and porosity may occur with Fluid™ Concrete Technology products and are considered inherent and valued qualities of the material. Non-structural hairline cracks are possible and shall not be considered a manufacturing defect.
If you live in extreme weather conditions where accumulation of snow is likely, use of the Winter Storage Bag is imperative in order to be covered by warranty.
Electric models are covered by a 12 month warranty.
Express Warranties Do Not Include
Service calls to:
- Correct the installation of the product.
- Instruct you how to use the product.
Repairs when the product has been used in other than normal domestic/commercial use or when not used in accordance with the Installation, Operating and Maintenance Manual.
Repairs when the parts or models have been modified or altered in any way that has not been approved in writing.
Repairs when the product has been dismantled, repaired or serviced by anyone other than an authorized representative.
Pick up and delivery.
Normal maintenance as required in the Installation, Operating and Maintenance Manual supplied with the product.
Transportation or traveling costs involved in the repair when the appliance is installed outside our AUTHORIZED CUSTOMER SERVICE CENTER’s normal service area.
Damage to the product caused by accident, misuse or Act of God.
Services and Claims
The Warranties set out above are express Warranties given by MAD Design Group and are in addition to the rights and remedies which are conferred upon consumers by Trade Practices Act 1974 of the Commonwealth and other Commonwealth, State or Territory legislation.
Service under the warranties set out above must be provided by MAD Design Group Authorized Customer Service Center which shall provide service during their normal working hours.
Your warranty certificate along with proof of date of purchase must be produced when making any claim.
For warranty claims please contact your local distributor. If there is not a local distributor in your country please call MAD Design USA at +1 (888) 590 3335.
Please note: Don‘t send in any devices to the manufacturer without any former contact with your distributor or dealer. He will inform you about all following steps.