EliteDeals apologizes if you have received your new log set with a broken log during shipping. UPS can sometimes be quite rough with these boxes as they are very large and heavy. We are more than happy to replace the broken log for you. Once you report the damaged log, we will order it directly from the manufacturer. Please allow approximately 2 to 3 weeks for delivery of the replacement log. In the meantime, it is safe to install and use your new log set using the damaged log. Once your replacement log arrives, you may simply replace the broken log with the new one and discard it.
We would like to know which log was damaged so we may replace it for you. The fastest method for replacement is to email us the information. We would like for you to include a digital picture of the broken log as well as a brief description of it (ie markings, shape, measurements) when you email us. This will help us to determine which log you are needing and to get the proper log ordered for you. If you do not have a digital camera, please email us a brief description and we will try to determine using that information. Should we have further questions or need more information to verify the log, a representative will contact you via email or by
phone.
Please email the following information to info@elitedeals.com
for the quickest resolution in getting your log replaced:
- Name
- Address
- Order number
- Phone number
- Description of the log(s) that needs to be replaced
- Attach – Digital Picture
We will email you within one (1) business day to confirm your request was received and the replacement has been ordered for you. Thank you again for shopping with us and we sincerely apologize for any inconvenience this may have caused for you.
