Here are a few tips to help you prepare to receive and install your unit.
1. Tracking The Shipment
Make sure to check your inbox for a shipping confirmation email from support@modernblaze.com.
We encourage you to track your shipment online on the shipping carrier's website or on the phone with the carrier using your tracking number as a reference.
2. Receiving Your Package
SMALLER ITEMS SHIPPED FEDEX OR UPS GROUND:
FedEx and UPS Ground do not require a signature and will leave the package in a suitable place near your door.
Please inspect the package immediately and report any damages to support@modernblaze.com.
HEAVY, BULKY ITEMS SHIPPED FREIGHT:
As defined by the trucking industry, Home Delivery means "curbside delivery" in a residential area. You may need assistance to move the package indoors or you might unbox the shipment and carry each piece inside individually.
An adult has to be present at the time of the delivery to inspect the package for damages and sign the delivery receipt.
When your shipment arrives at a nearby terminal, you will be contacted by the freight carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 3-4 hours) between 8:00 am and 5:00 pm, Monday through Friday.
Modern Blaze will not be held responsible for any missed delivery appointments. If you have scheduled a delivery appointment with the freight carrier and are not present and available at the scheduled appointment time, you will be responsible for any fees that are incurred as a result, which may include missed delivery and/or storage fees. These fees must be paid in full before we can release your order for re-delivery. If delivery is not rescheduled within 2 business days, the shipment will be automatically returned to us by the carrier. These returns are NOT eligible under our Free Returns Policy. If the unit is returned back to us, we will issue a refund back to your method of payment in the amount of the original order minus inbound and outbound shipping fees, along with any associated missed delivery and/or storage fees.
RECEIVING YOUR SHIPMENT STEPS:
1. Take a picture of the package before you accept it from the carrier, on or off the truck.
2. Inspect the box for damages.
3. Don't rush to sign the delivery receipt:
- If the item is damaged, write "Damage" on the delivery receipt, then sign.
- If you didn't have a chance to open the box and thoroughly check, write "Subject to concealed damage" on the delivery receipt, then sign.
4. Inspect your delivery carefully.
Report any damaged or missing items within 24 hours of delivery to support@modernblaze.com.
5. Retain all original packaging (including shipping pallet, if applicable) in the event that a return is required.
Following these steps will protect you in case of any damages and make the process of replacing the damaged and/or missing items much smoother.
Modern Blaze cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation about the damage on the freight delivery receipt or if the damage was reported later than 24 hours after delivery.
3. What if it's Damaged?
Modern Blaze will replace any damaged items or issue a full refund if you follow our policies which can be summed up in a few simple steps:
1. Do not refuse the shipment.
2. Mark "DAMAGE" on the delivery receipt and take a picture of it (freight shipments only)
3. Take a picture of the actual damage and the box with the shipping label clearly visible.
4. Report the damage to us within 24 hours via email: support@modernblaze.com. Attach all the pictures.
5. Save all original packaging (including shipping pallet, if applicable) in the event that a return is required.
4. What if it’s lost or some items are missing?
In the unlikely event your order is missing any items or parts, it is essential that you notify us within 24 hours of delivery.
Modern Blaze has no control over your package in transit. Once your order is fulfilled, you will receive the tracking number through your email. We highly recommend tracking the shipping status of your order. In the unlikely event your package shows delivered on the carrier’s tracking website but you have not received your item, it is essential that you report the lost package incident to us 2-7 days after the tracking status shows delivered.
To report a lost package or missing items, please email support@modernblaze.com.
Modern Blaze will not be held responsible for any lost package or missing item claims received beyond the above mentioned timelines.
5. Preparing for Installation
Your unit will have a product manual with installation instructions included in the box.
If you want to plan ahead and figure out what other materials you need for the installation, check out our installation guides. You can also visit the product page on our website to download a PDF copy of the manual.
We strongly encourage you to schedule your installation after your unit has been delivered and inspected. While we strive to ensure that your order arrives safely, some issues (including but not limited to damage, lost packages, missing items, etc) occur during transit from time to time. We will do our best to help rectify the situation but we will not be held responsible for labor costs or project delays incurred due to receipt of damaged goods.
Click here to view our Installation Guides
You can also download a PDF copy of your manual and tech specs located on the product description page. Just search for your model here: SEARCH. Look for the "DOWNLOADS" section located below the "FEATURES".
Click here to search for the product on www.modernblaze.com
If you need anything else while you are waiting on the arrival of your order, don't hesitate to email support@modernblaze.com or call 1-866-713-2399 (M-F, 9 am-5 pm EST).
We are always happy to help!