Loading... Please wait...

FAQ

Ordering & Payment

Can I place an order now and have it held to be shipped at a later date?

No, we are unable to hold orders. Once the order is placed and approved it will be sent to the warehouse for processing.

What payment methods do you accept?

We accept the following payment methods: Visa, MasterCard, Discover and American Express.

C.O.D., checks or money orders are not accepted.

Do you sell parts for your items? How do I order them?

Yes, we do sell parts for most of our items. Parts can be ordered through our customer service department by calling 1-855-607-6557 (10:00 AM to 7:00 PM Central Time, Monday - Friday).

How do I cancel an order?

Please contact Customer Service via our Contact Us e-mail form or call 1-855-607-6557 (10:00 AM to 7:00 PM Central Time, Monday - Friday). However, once an order has shipped it cannot be canceled.

How do I change my order?

Please contact Customer Service via our Contact Us e-mail form or call 1-855-607-6557 (10:00 AM to 7:00 PM Central Time, Monday - Friday). However, once an order has shipped it cannot be canceled.

How do you calculate the total cost of my order?

The total cost of your order is equal to the price of your items, plus shipping cost, plus sales tax for orders shipped to California and Georgia. If you are a tax-exempt customer please send us a copy of your state’s exemption certificate before ordering.

Use Tax

Notice for Use Tax in states where FactoryBuysDirect.com Does Not Collect Sales Tax.

Purchases are subject to use tax unless exempt from taxation in states other than California and Kentucky.

Other states will require customers to report their purchases that were not taxed and pay use tax on those purchases. Customers should check their state’s reporting requirements for tax forms to be used for this purpose.

What are the steps to place an order?

Ordering is quick, easy and secure. Simply follow these steps to place your order:

  • To add an item to your shopping cart, click the “Add to Cart” button on any product page.
  • When you are finished shopping, click the “Proceed to Checkout” button in your shopping cart.
  • Sign in to your online account, create a new online account, or continue checking out without creating a password-protected online account.
  • Verify your billing and shipping address. Change these addresses when necessary.
  • Select a shipping option, then click the “Continue” button.
  • Review your order then click the “Continue” button.
  • Enter your payment information, then click the “Pay for Order” button.
  • Print your order confirmation receipt for your records.

*FactoryBuysDirect.com will send you order-confirmation and status updates via e-mail if you included your e-mail address with your billing address. In addition, customers with an online account will receive e-mail notification when their orders have shipped.

When I enter my personal information and credit card number over the Internet, is your site secure?

Yes. All of your personal information is secure. If at any time you feel uncomfortable providing personal information online, please feel free to call one of our customer service representative at 1-855-607-6557 (10:00 AM to 7:00 PM Central Time, Monday - Friday).

When will my credit card be charged?

Your credit card is charged at the time the order is placed.

Shipping & Delivery

How long will it take to receive my order?

Expected Standard Shipping Delivery Times for items that are in stock are between 2-7 business days depending on your location.

Do you ship outside the United States?

No, unfortunately we currently only ship to the contiguous United States at this time.

How do I calculate my shipping charges?

Shipping is calculated when you checkout.

NOTE: Some items can not be shipped via UPS, due to size, weight and hazardous materials restrictions. Shipping and handling rates are subject to change without notice.

If I have an item shipped by truck freight is the driver responsible for unloading the merchandise?

All Truck Freight Shipments Include Lift-Gate Service.

The carrier’s driver will lower the shipment to the curb outside your home. You will be responsible for any further transportation beyond that point. We recommend asking a family member, friend or trusted neighbor for extra help.

What shipping carriers do you offer?

  • UPS
  • Truck Freight

Shipping options vary depending on the type and quantity of merchandise and your shipping address.

Product Returns & Warranties

How do I return or exchange an item?

You can request a return authorization number by logging into your account and filling out the Return Request form or by calling a customer service representative at 1-855-607-6557 (10:00 AM to 7:00 PM Central Time, Monday - Friday).

What are the warranties on merchandise?

Products are warranted by the manufacturer. Call the nearest service center if you have any questions on merchandise care. Neither FactoryBuysDirect.com nor the manufacturer may be held responsible for customer misuse of merchandise.

Policies

What are this site’s terms and conditions?

Please read our Terms and Conditions page. By accessing this site you accept these terms of use.

What is FactoryBuysDirect.com’s Customer Satisfaction Policy?

We want you to be pleased with your order. If you are not satisfied, call or write to us within 15 days for authorization to return or exchange your merchandise.

Deal of The Week Disclaimer

The discount is only valid through the dates listed on the promotion. All offers limited to stock on hand; no rain checks. Not valid on prior purchases, gift cards, gift certificates, taxes or shipping and processing charges. Not valid with any other coupon code or promotional pricing. Consumer must pay applicable sales tax. Credit for returns of deal of the week orders will be equal to offer amount, not the everyday price. FactoryBuysDirect.com has the right to end or modify any promotion at any time. Other restrictions may apply. Offers only apply to the United States unless otherwise noted.

Coupon Code Disclaimer

*Some exclusions apply. Coupon codes are not valid on reconditioned products. Other exclusions apply. See coupon code details for more information. FactoryBuysDirect.com reserves the right to change coupon details at any time.

Questions & Phone Orders

Contact Us

Headquarters, Customer Care
2701 Industrial Drive
Bowling Green, Kentucky 42101

Shop with Confidence

Shop with Confidence

Customer Satisfaction Guaranteed!

30 Day Moneyback Guarantee

30 Day Money back Guarantee

If you are not satisfied with an item that you have purchased, you may return it within 30 days from the date received.

Avenger
Duluth Forge
Cedar Ridge
ProCom Heating
Lost River
HearthSense
Englands Stoves
Factory Buys Direct
Summers Heat