SHIPPING POLICY

Shipping Policy:

We offer FREE shipping on all orders delivered by FedEx Ground, FedEx Freight or the most affordable available provider. The shipping carrier will deliver your order curbside. The carrier will NOT deliver into your home, garage, kitchen or elsewhere. If necessary, please arrange assistance to receive your order.

If the destination address is deemed undeliverable by the carrier, the customer may incur additional charges for alternative methods of delivery.

We do not ship to PO Boxes. Full insurance is included in all shipments.

Tracking number(s) will be provided by the email provided 2-4 business days* after the date of the order is placed and after which:

• Items shipped FedEx Ground will take 4-6 business days* after processing date.
• Items shipped FedEx Freight (or other LTL provider) will take 4-12 business days* after processing date 
• ILVE products have a delivery time between 8-15 business days after the order date

These are general guidelines and shipping time may vary based on final destination, items ordered and other logistical factors. 

If an item is shipped, and we are notified that the order is cancelled or refused, there will be a 15% restocking/shipping fee.

Adjusting your Shipping Address

If an item requires an adjustment or alteration to the shipping address, a $175.00 fee will apply. The $175.00 covers the fee that is charged to Prime Home Pro and the time necessary to execute the adjustment in a timely manner with the freight carrier.

LTL Shipments:
Large and heavy items such as ranges, refrigerators, or items exceeding 155 pounds will ship via LTL (less-than-truckload) shipment. The carrier will call to schedule a delivery appointment, and a person must be available at the time of delivery to sign for the shipment. Additional charges may apply for rescheduled delivery, or if the shipment is refused. We attempt to provide the absolute best shipping prices possible for customers. All LTL shipments are curbside delivery at no cost to customer. Persons 18 years of age or older must be present to accept and sign for the delivery.

Damaged Packages:

1. If the box has clear damage upon delivery, take clear photos of the damaged box, refuse the package, note the damages with the delivery driver on the Bill of Lading or Freight Bill. Email [email protected] with your issue and photos.
2. No damages to the box? Inspect your package immediately when you receive the order from the freight carrier. If there are damages to the product, take pictures and send it to us right away. Any damages that is NOT reported within 24 hours will be rejected for further resolution.
3. For all orders, keep your box, packaging and pallet for ALL products in case of any returns or exchanges.

Before a return authorization is approved for damaged goods, a warranty claim must be filed by emailing [email protected] and the item must be readily available to be inspected by the warranty service team. A return cannot be authorized if the warranty service team is not allowed to inspect the item. 

IMPORTANT NOTE: All damages must be reported within 24 hours. If a damage is reported after the 24 hour mark, the claim will be denied.

All product(s) must be returned in their original condition, never been installed, including the original packaging, manufacturer’s containers, documentation, warranty cards, manuals, and all accessories. Refunds will be issued after the warehouse receives, inspects and process your return. Refunds will be credited to the original payment method and can take up to 72 hours to reflect on your statement. Return shipping charges are not refundable.

Shipping Zones:

Free shipping applies to the 48 contiguous states. Free shipping offer does not apply and is not possible to Alaska, Hawaii, Puerto Rico, Guam, Northern Mariana Islands, United States Virgin Islands, Nantucket, Martha’s Vineyard, Friday Harbor, Orcas Island, or any other islands within the United States. Additionally, free shipping is not available for international destinations, including Canada. We will NOT honor returns for shipments outside of our normal shipping range. In rare cases, the freight carrier may refuse to ship to a location in which the customer will be granted a refund.

Please reach out to [email protected] should you have any questions related to out of zone shipping.

*These are estimated time intervals and are dependent on Ship To location 

Installation NOT included

Please note that installation services are not included with your purchase. Customers are responsible for arranging and covering the cost of any necessary installation.

International Shipping and Warranty Voidance

We take great pride in providing high-quality products and a comprehensive warranty to our customers. However, please be aware that shipping the purchased goods outside the United States or taking the products outside the country yourself after initially shipping them to a domestic United States address will result in the automatic voiding of the warranty for those products. Our warranty coverage is specifically designed for products used within the United States, and any international shipping or transportation outside the country can subject the items to different conditions, regulations, and handling procedures that may compromise their intended functionality and performance. We strongly advise against such actions if you wish to maintain the validity of the warranty. If you have any questions or concerns, please feel free to contact our customer support team before making any decisions regarding international shipping or transporting products outside the country after receiving them at a domestic United States address. Please take these guidelines into account to ensure the continued coverage of your warranty. Your understanding of these terms is greatly appreciated.