Eccoflame's Policies and Programs
At eccoflame.com, being transparent with you is a cornerstone of our business. We want to earn your trust, and that has to be done the old fashioned way. If you have a question about any of our policies, from price matching to user privacy, you’ll find that information below. We’ve organized this page in a clear manner and it should answer any questions you may have. To get started, simply click on one of the following links that interests you the most. And if none address your question, you can contact us in a variety of ways.
You will never pay more for any product at Eccoflame – guaranteed!
If you happen to find the same product at a lower price, we will refund the difference – plus $1.00 – promptly.
And, to show our commitment to you, you have One FULL Year of price protection from the date of your purchase.
At Eccoflame orders placed by 2 p.m. Pacific Time are usually processed the same day. All of the products we sell are drop shipped directly from warehouses around North America.
For Canadian customers we’ll ship from Canada, and for USA customers we’ll ship from U.S.
Although certain items are kept in stock, some products are custom made to order and require manufacturing time.
Expected ship dates are our best estimate based on past shipping times and are more than 90% accurate. Should an unexpected delay in shipping occur, we will notify you by telephone and e-mail (or letter) of the new projected shipping date and provide you with an opportunity to keep your order or cancel it for a prompt and complete refund.
In-stock items usually ship in 1-2 business days (weekends and holidays are not considered business days).
Please allow an additional 1 to 5 business days after the shipment date for delivery.
You can find more answers to your Shipping & Delivery questions below:
• Shipping costs and times
• Free shipping
• APO / FPO
• LTL Freight Items
• International Orders
• Alaska, Hawaii, U.S. Territories
• Shipping FAQ
Shipping Costs and Times
Eccoflame offering Free Shipping eligible orders $45 and over, after discounts and before taxes, when shipping within Canada and USA.
For the other orders, the shipping price appears underneath the item price on the product’s page. Your shipping cost can also be viewed in your Shopping Cart before finalising your purchase. The exact shipping price and time varies, depending on product size, delivery method, and other factors. Pay close attention to shipping notes next to a product’s price, and you’ll be up-to-date on all of the shipping factors for your item(s).
Shipping & Delivery Times
• Estimated Shipping Time
•The estimated shipping time of your item(s) is available on the Order Status Page. Next to each item in your order is an estimated time to leave the warehouse.
• Delivery Time
• Once the item ships, please allow an additional 1-5 business days for delivery to your door. Because our products ship from warehouses across the Canada, exact shipping methods and times will vary by item. Also, your items may not ship together or arrive at the same time.
• Expedited Shipping
•When available, expedited delivery options will be offered in your cart.
• Important Expedited Shipping Notes
• This option does not change the amount of time required to process your order. Canada Post or USPS delivery days are Monday-Friday.
**Please note: orders shipped with expedited delivery options are not eligible for Eccoflame’s Free Shipping. Shipping prices are clearly stated next to each product. Your shipping cost can be viewed on product pages under the heading “Shipping” or in your Shopping Cart before making a purchase final.
At Eccoflame, we try hard to get you the right part, every time. But if you need to return a product for any reason, we want to make that as fast and easy as possible. Here are the policies related to returns that may help you understand and navigate the process:
•”Large Print” Disclosures
The vast majority of products available at Eccoflame are returnable, provided they are returned with all original packaging, paperwork and parts in new and unused condition.
To initiate a return, a Return Authorisation Number (RA#) must be requested within 30 days of receipt of the product. When shipping the return, this RA# must be clearly labeled on the package. Items returned without an RA# are not eligible for refund or exchange.
International orders are not eligible for return or exchange, unless in the case of manufacturer defect or Eccoflame error.
1. Contact an Eccoflame Customer Care Specialist at (604) 283-1643.
2. Our Customer Care Specialists will provide you with an RA#, and email you detailed return instructions.
3. Clearly write and/or affix the RA# on the package and return to the address specified in the email.
4. Unless the return is due to manufacturer defect or Eccoflame error, the customer is responsible for return shipping costs. For your convenience, Eccoflame offers discounted return shipping labels. Should you choose this option, the cost of the label will be deducted from the refund amount.
5. The original method of payment used to place the order will be credited the purchase price, excluding return shipping costs. Eccoflame will send a confirmation email once the refund has been issued. Please allow 5-7 business days for your bank to process the credit.
If you receive an item that is broken or defective, Eccoflame will provide a prepaid return shipping label. To obtain the return shipping label, follow the above return procedure.
Certain products require a 20% restocking fee. These items qualify for a refund, less the restocking fee and any return shipping costs, when returned with all original packaging, paperwork and parts in new and unused condition.
Some products, including (but not limited to) custom patterned and custom painted items, are not returnable. In the case of manufacturer defect or Eccoflame error, these items may be returned for credit.
Eccoflame extends the eligible return period from 30 to 60 days on orders placed between “Black Friday” (the Friday following Thanksgiving) and Dec 24th. All other standard return policies and procedures apply.
“Large Print” Disclosures
Authorised items must be returned with all original packaging, paperwork and parts in new and unused condition. Items not returned in the above condition will fail inspection and a refund will not be issued.
Eccoflame may issue a refund in good faith prior to receiving the returned item. We reserve the right to rescind such refunds if the item fails inspection upon arrival.
Eccoflame will not compensate for damages incurred during product installation or use, nor reimburse labor charges or installation fees, under any circumstances.
•How do I return an item?
•Can I exchange an item?
•Will I have to pay a restocking fee?
•Who pays for return shipping costs?
•What should I do if I received the wrong item?
How do I return an item?
Contact an Eccoflame Customer Care Specialist at (604) 283-1643. We will provide you with an RA#, which is required for all returns, and email you detailed return instructions.
Can I exchange an item?
Yes. Items that include all original packaging, paperwork and parts in new and unused condition may be returned for exchange. Simply follow the standard Eccoflame returns procedure.
Will I have to pay a restocking fee?
Certain products do require a 20% restocking fee. These items qualify for a refund, less the restocking fee and any return shipping costs. As with all returns, these items are subject to inspection before a credit is issued.
Who pays for return shipping costs?
If the return is due to manufacturer defect or Eccoflame error, we pay for return shipping. Otherwise, the customer is responsible for the cost of returning the item. In this case, we encourage you to take advantage of our discounted return shipping labels. Ask your Customer Care Specialist for details.
What should I do if I received the wrong item?
First, verify whether the item you ordered is the item you actually received. Simply compare the part number on the shipping receipt to the part number on your email order receipt.
If the numbers do not match, we may have shipped the wrong part number. Just call us at (604) 283-1643. We’ll process your return, exchange the item for the correct part (if available) and send you a prepaid Canada Post shipping label for your return item.
If the numbers do match, you may have ordered the incorrect part number. Once again, please call us at (604) 283-1643. We’ll process your return and exchange the item for the correct part (if available).
All products we provide for sale are covered by that Manufacturers Warranty Policy. If you have a warranty problem, please contact the manufacturer directly.
Open boxes, damaged shipment, mis-boxed, mislabeled, damaged parts, defective product, mis-shipped products are ONLY eligible for exchange of product. There will be no credit issued for any of the above items, replacement of product only.
Managing Your Information Preferences
If you want to opt out of having your Personal Information disclosed to third parties for their direct marketing purposes, please let us know by sending us an email, Please be sure to include your full name, email address, mailing address, and specifically state that you do not want your Personal Information shared with third parties for their direct marketing purposes.
With respect to communications from us, you may opt-out of our non-transactional emails via a link in the footer of all non-transactional email messages. Alternatively, you may email at anytime and ask to be removed.
We may continue to send you certain transaction email communications (e.g., emails regarding account notifications, purchases, billings, shipments, returns, customer support questions and similar information regarding your use of the Site and Services).
Information We Collect
We collect information that personally identifies you, such as your name, address, zip code, credit card number, telephone number, e-mail address, and other personally identifiable information that you choose to provide us with or that you choose to include in your Eccoflame profile or account (“Personal Information”). You may be asked to provide us with Personal Information when you register with the Site, make a purchase or use any of our Services, and at other times. The decision to provide this information is optional. However, if you choose not to provide the requested information, you may not be able to make purchases or use some or all of the features of the Site or Services.
Usage Data and Site Activity
We automatically collect information in connection with the actions you take on the Site (“Usage Data”). For example, each time you use the Site we automatically collect the type of Web browser you use, your operating system, your Internet Service Provider, your IP address, the pages you view, and the time and duration of your visits to the Site. This anonymous usage information may be associated with your username and profile, but we do not disclose the associated information to third parties.
Cookies and Web Beacons
How We Use Information and When We May Share and Disclose Information
Profile Information You Make Available to Others
By using the Site or the Services you may make certain of your Personal Information available to others. For example, if your user name contains your real name, and you post a comment in a public area of the Site, other users may see your name and other information from your public profile that you choose to make available to others, such as your home town. The information you choose to make publicly available may be accessed by users who use the Site or Services and may be accessed by commercial search engines such as Google, Yahoo! and Bing to the extent that such engines are permitted to access the Site.
From time to time, we may establish a business relationship with other businesses whom we believe trustworthy and who we believe have privacy practices that are consistent with ours (“Third-Party Providers”). For example, we may contract with Third-Party Providers to provide certain services, such as order fulfillment, shipping, hosting and maintenance, data storage and management, and marketing and promotions. We only provide our Third-Party Providers with the information necessary for them to perform these services on our behalf. Each Service Provider is expected to use reasonable security procedures and practices appropriate to the nature of the information involved in order to protect your Personal Information from unauthorised access, use or disclosure. Third-Party Providers are prohibited from using Personal Information other than as specified by Eccoflame.
Third-Party Services and Applications
Through the Site and the Services, you may have the ability to elect to access third-party services and applications, such as Facebook and other social networks. When you do so, you may be able to import information from those other services and applications and share content with those services. Some of those third-party services may also provide us with information from your accounts which may enable us to enhance and personalise your use of the Site and Services (e.g., so that you can follow your Facebook friends’ activity on the Site or Services). If you elect to use such third-party services or applications through the Services, the information you share with such third-party services and applications will be subject to their privacy policies and your privacy settings for such services. You also may be able to control or block such sharing by changing your privacy settings in such services or applications.
Compliance with Laws and Law Enforcement
Eccoflame cooperates with government and law enforcement officials and private parties to enforce and comply with the law. We may disclose Personal Information and any other information about you to government or law enforcement officials or private parties if, in our discretion, we believe it is necessary or appropriate in order to respond to legal requests (including court orders and subpoenas), to protect the safety, property or rights of Eccoflame or of any third party, to prevent or stop any illegal, unethical, or legally actionable activity, or to comply with the law.
Sharing Information with Others
Please be aware that whenever you share information on public forums on the Site, that information may be accessed by others. In addition, please remember that when you share information in any other communications with third parties, that information may be passed along or made public by others. This means that anyone with access to such information can potentially use it for any purpose, including sending unsolicited communications.
Eccoflame recognises the importance of safeguarding the confidentiality of your Personal Information. Accordingly, we employ reasonable measures designed to protect your information from unauthorised access, disclosure and use. However, no data transmission over the Internet or other network can be guaranteed to be 100% secure. As a result, while we strive to protect information transmitted on or through the Site or Services, we cannot and do not
Thank you for your interest in Eccoflame’s wholesale buyer’s program. We offer an array of home and kitchen solutions to support your business and help increase your profit. Whether you’re purchasing products for home and kitchen, planning to equip and enhance your retail inventory or you simply wish to offer our products directly to the end consumer, Eccoflame is dedicated to providing competitive pricing and the best customer support for all the top-name brands in the industry. To speak with a wholesale accounts specialist, please call (604) 283-1643 or contact us.
We are very serious about the safety of our customers.
Our website eccoflame.com is secure with HTTPS encryption. The “s” in “https://” at the beginning of the URL means you are logging into a secure page.
Eccoflame has also obtained a digital SSL certificate from Let’s Encrypt Authority, a leading provider of Internet trust services. This certificate guarantees that your personal information is being transmitted in secure (encrypted) form to an Eccoflame Web server, not to an unknown or unauthorised server.
The SSL Report from QUALYS SSL Labs confirms that our website has the high rating of safety.
Ultimately, your personal information is protected by the password you created when you registered for an account at Eccoflame on the “Log-In / Quick Checkout” page. Please keep this password confidential. No representative of Eccoflame will ever ask you for your password. The confidentiality of your password is yours to protect.