Refund policy
Effective Date: November 2025
Ivory Oak Interiors is an online retail brand owned and operated by ChefNOVA KITCHEN LLC. We work with established manufacturers, authorized distributors, and supplier partners to process and fulfill customer orders. Manufacturer warranties apply where applicable and may vary by brand, product, and manufacturer terms.
At Ivory Oak Interiors, we want customers to feel confident and informed before placing an order. Because many of our products are large, heavy, freight-shipped, special-order, made-to-order, or fulfilled directly through manufacturer and supplier partners, shipping, delivery, cancellation, return, refund, damage, and warranty terms may vary by brand, product type, and order status.
This policy explains our general shipping, return, refund, damage, cancellation, and warranty terms. Product-specific terms shown on individual product pages also apply and may take priority where applicable.
Shipping Areas
Ivory Oak Interiors currently ships to customers within the United States. Some products may only be available for shipment to the contiguous United States, also known as the lower 48 states. Shipping availability may vary by brand, manufacturer, product size, freight requirements, and delivery location.
Shipping availability for Alaska, Hawaii, U.S. territories, islands, ferry-access locations, remote areas, or other special delivery locations may vary by product and may require a custom quote or may not be available.
At this time, Ivory Oak Interiors does not operate a public retail showroom and does not offer in-store pickup.
Shipping Costs
Shipping costs vary by product, brand, supplier, delivery method, and delivery location. Some products may include free shipping, some may include flat-rate freight shipping, and some may have shipping calculated at checkout or quoted after order review.
Where a product qualifies for free shipping, flat-rate shipping, or special freight pricing, those details will be shown on the product page or at checkout whenever applicable.
Additional shipping charges may apply for remote locations, limited-access delivery areas, islands, ferry-access locations, special delivery requirements, failed delivery attempts, address changes, storage fees, reconsignment, redelivery, terminal storage, or customer-requested delivery changes.
Shipping Timelines
Shipping timelines vary by brand, product type, inventory status, production schedule, supplier processing, and carrier availability. Estimated shipping or delivery timelines shown on product pages are estimates only and are not guaranteed.
Some items may ship quickly if in stock, while other items may be made to order, special order, backordered, or shipped directly from the manufacturer, distributor, or supplier. Customers will be notified if we become aware of a significant shipping delay affecting their order.
Order Processing
Orders are reviewed after checkout for product availability, shipping requirements, address accuracy, payment confirmation, fraud review, supplier processing, and fulfillment requirements. If additional information is needed to process or ship an order, Ivory Oak Interiors may contact the customer before the order is released for fulfillment.
For large freight, custom, made-to-order, special-order, or manufacturer-direct products, order processing may begin shortly after purchase. Once an order has been submitted to the manufacturer, entered production, prepared for freight shipment, or shipped, cancellation may no longer be possible.
Parcel, Freight, and Large Item Delivery
Smaller items may ship by parcel carrier. Large, heavy, oversized, fully assembled, or specialty items may ship by freight carrier, LTL freight, flatbed trailer, or another specialized delivery method depending on the product and brand.
Freight deliveries are typically curbside, driveway, or end-of-driveway deliveries unless otherwise stated. Freight carriers are not generally responsible for moving products into a home, garage, backyard, side yard, deck, patio, sauna location, or final installation area.
The customer is responsible for ensuring that the delivery location is accessible and that any required unloading equipment, labor, forklift, crane, pallet jack, tilt tow, or other placement equipment is available when required by the product size and delivery method.
Delivery Appointments
Many freight shipments require a delivery appointment. Customers are responsible for responding to carrier scheduling calls, emails, or messages in a timely manner.
Missed delivery appointments, inability to unload, incorrect contact information, unavailable delivery access, or customer-caused delivery delays may result in additional carrier fees.
Storage fees, redelivery fees, reconsignment fees, address correction fees, or other carrier charges caused by missed appointments, delayed scheduling, failed delivery, or customer-requested changes may be the responsibility of the customer.
Freight Delivery Inspection
Customers must inspect freight shipments at the time of delivery before signing the delivery receipt or Bill of Lading whenever possible.
If the crate, pallet, box, or shipment shows visible damage, the customer should take clear photos and note the damage on the carrier’s delivery receipt or Bill of Lading before signing. We recommend writing: “Crate arrived open/damaged – possible hidden damage.”
Visible freight damage should be reported to Ivory Oak Interiors as soon as possible, preferably within 48 hours of delivery, with clear photos of the shipment, packaging, labels, and affected product areas.
Damaged, Defective, or Incorrect Items
If an order arrives damaged, defective, or incorrect, please contact Ivory Oak Interiors as soon as possible after delivery. Customers should keep all packaging materials, cartons, pallets, crates, labels, manuals, and parts until the issue has been reviewed and resolved.
Ivory Oak Interiors will work with the manufacturer, supplier, carrier, or fulfillment partner to determine the appropriate resolution. Depending on the situation, the resolution may include replacement parts, repair guidance, a replacement item, a carrier claim, manufacturer warranty review, or another approved solution.
Failure to document visible freight damage at delivery or failure to report damage promptly may affect the resolution process with the carrier, supplier, or manufacturer.
Return Eligibility
Eligible items may be returned within 30 days of delivery if they are:
- New, unused, and uninstalled
- In original condition
- Returned with original packaging and all included parts, materials, accessories, manuals, and documentation
- Approved for return by Ivory Oak Interiors before being shipped back
Items that have been used, installed, assembled, altered, modified, damaged after delivery, or returned without approval may not be eligible for a refund.
Return Authorization Required
A Return Authorization (RA) is required before any item is returned. Returns sent without prior authorization may be refused, delayed, returned to the customer, or ineligible for refund.
To request a return, please contact Ivory Oak Interiors with your order number, product information, delivery date, reason for return, and photos if applicable. If your return is approved, we will provide return instructions.
Product-Specific Return Rules
Because Ivory Oak Interiors sells products from multiple manufacturers, authorized distributors, and supplier partners, return requirements may vary by brand, product type, size, freight method, condition, order status, or supplier policy.
Some oversized, freight-shipped, specialty, custom-built, made-to-order, special-order, open-box, clearance, final-sale, installed, used, or supplier-restricted items may have limited return eligibility once an order has shipped, entered production, or been submitted to the manufacturer.
When a product has a known product-specific return limitation, fee, cancellation restriction, or supplier-required condition, that information will be disclosed on the product page before purchase whenever applicable and confirmed during the return authorization process.
Restocking Fees and Return Fees
Ivory Oak Interiors does not charge a standard restocking fee on every order. However, some manufacturers, distributors, or supplier partners may require product-specific restocking fees, cancellation fees, repackaging fees, return handling fees, or other return-related charges for certain products.
When applicable, product-specific restocking fees typically range from 10% to 25% of the product price, depending on the manufacturer, supplier, product condition, packaging condition, return requirements, and timing of the return request.
Any applicable restocking fee, cancellation fee, repackaging fee, return freight charge, handling fee, or supplier-required deduction will be communicated during the return authorization or cancellation review process whenever applicable.
Non-Returnable Items
The following items are not eligible for return, exchange, or refund unless required by law:
- Used, installed, assembled, altered, modified, or damaged items
- Items not in original condition or original packaging
- Items missing parts, accessories, manuals, packaging, or documentation
- Custom-made, made-to-order, special-order, or built-to-order products
- Products marked final sale, clearance, open-box, or non-returnable on the product page
- Products that have entered production and cannot be canceled by the manufacturer
- Products damaged due to improper handling, unloading, storage, installation, use, maintenance, or site preparation
- Certain oversized, freight-shipped, supplier-restricted, or specialty items once shipped
- Items sent back without an approved Return Authorization (RA)
Brand and Product-Specific Shipping Terms
Shipping and delivery terms may vary by brand and product type.
Because shipping requirements vary by product and delivery location, customers should review the product page and contact Ivory Oak Interiors before ordering if they have questions about delivery access, unloading, placement, or shipping cost.
Return Shipping Costs
Return shipping costs and return methods vary based on the product, manufacturer, supplier, and reason for return.
If the return is due to customer preference, the customer may be responsible for return shipping costs.
If the item arrives damaged, defective, or incorrect, Ivory Oak Interiors will work with the manufacturer, supplier, or carrier to determine the appropriate resolution.
Some approved returns may qualify for prepaid return shipping depending on the product, supplier, return reason, and approval process.
Freight return shipping can be expensive and may require special packaging, palletizing, carrier coordination, and approved pickup arrangements.
Freight Item Returns
Large, heavy, and freight-shipped items may be subject to additional return conditions. These products must be returned only with approved authorization and shipping instructions.
Freight items must be properly packaged, protected, secured, and shipped using an approved carrier or method. Refused freight shipments, missed delivery appointments, storage fees, reconsignment fees, return freight charges, and redelivery charges may be deducted from any approved refund where applicable.
Refused Deliveries
Customers should not refuse delivery unless instructed by Ivory Oak Interiors or the carrier in connection with a documented damage claim. Refusing a shipment without authorization may result in return freight charges, storage fees, redelivery fees, or other carrier costs being deducted from any eligible refund.
Refund Processing
Returned items are inspected upon receipt. Once an approved return is received and inspected, any eligible refund will be issued to the original payment method. Refunds are typically processed within 7–14 business days after approval, but timing may vary depending on the payment provider and financial institution.
Original shipping charges, expedited shipping charges, delivery surcharges, freight charges, handling charges, storage fees, reconsignment fees, redelivery fees, address correction fees, service-related fees, and any applicable product-specific return fees are non-refundable unless the return is the result of an error by Ivory Oak Interiors or an approved manufacturer, supplier, or carrier claim.
Order Cancellations
Orders may only be canceled before shipment and before production begins on any custom, made-to-order, special-order, or manufacturer-direct item.
Once an order has shipped, entered production, been submitted to the manufacturer as a non-cancelable order, or been prepared for freight shipment, it may no longer be eligible for cancellation.
If a cancellation is approved after processing has begun, any manufacturer fees, supplier fees, payment processing costs, shipping costs, carrier charges, or other costs already incurred may be deducted from the refund where applicable.
Backorders and Delays
Some products may be temporarily backordered, delayed, or subject to manufacturer production timelines. Backorder dates and estimated availability dates are estimates and may change based on manufacturer production, supplier inventory, freight availability, or other factors outside of Ivory Oak Interiors' control.
If an item is backordered or delayed, customers may contact Ivory Oak Interiors for current availability information before placing an order.
Warranty Support
Many products sold by Ivory Oak Interiors include manufacturer warranty coverage. Warranty terms vary by brand and product. Ivory Oak Interiors can help customers initiate a manufacturer warranty review when applicable.
Manufacturer warranty coverage does not usually cover damage caused by improper unloading, handling, storage, installation, assembly, use, maintenance, site preparation, electrical work, water exposure, misuse, or unauthorized modification.
Policy Exceptions
Certain brands, products, or manufacturers may have their own shipping, cancellation, return, damage, warranty, or replacement part requirements. Where product-specific or brand-specific policies apply, those terms will govern in addition to this policy.
How to Start a Return
To request a return, please contact Ivory Oak Interiors Customer Support with your order number, the item you would like to return, the delivery date, the reason for the return, and photos if applicable.
1. Scope
This policy applies to all purchases made through www.firepitelements.com
2. Contact
Email: support@firepitelements.com
Phone: (424) 301-8070
Hours: Mon–Fri, 8:00 AM – 1:00 PM PT
3. Return Eligibility
We accept return requests within 30 days of delivery for eligible items.
To be eligible, items must be:
- Unused, undamaged, and in original packaging
- Include proof of purchase
Non-returnable items include:
- Used, installed, or assembled products
- Custom or special-order items
- Made-to-order products (varies by supplier)
- Items marked non-returnable on product pages
Many of our products (including Fire by Design, The Outdoor Plus, Fire Pit Art, and similar brands) are made-to-order and may not be eligible for return once production has begun.
4. Order Cancellation
Orders may be cancelled within 24–48 hours of purchase for a full refund.
After this period:
- Orders may already be in production
- Cancellations may be subject to supplier restocking fees or may no longer be possible
5. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or incorrect:
- You must report it within 24–48 hours of delivery
- Provide photos or videos of the issue
- Retain all packaging
We will:
- Coordinate with the carrier and supplier
- Offer repair, replacement, or refund depending on the case
If damage is visible upon delivery, we recommend refusing the shipment when possible.
6. Return Process (If Eligible)
If your item qualifies for return:
- Contact Customer Service to request approval
- Receive return instructions (RMA if applicable)
- Pack item securely in original packaging
- Ship within 15 days of approval
Return shipping:
- Customer is responsible unless item is defective or incorrect
- Freight items may require carrier coordination
7. Return Shipping Costs
Customers are responsible for return shipping unless:
- Item is defective
- Item is damaged on arrival
- Item received is incorrect
8. Refunds
Refunds are processed after inspection and approval.
- Refund method: original payment method
- Processing time: up to 14 business days
Partial refunds may apply if:
- Item is not in original condition
- Parts are missing
- Return is late or not approved
9. Exchanges
Exchanges are only available for:
- Damaged items
- Defective items
- Incorrect items
Change-of-mind exchanges are not guaranteed and may require return and repurchase.
10. Important Notes
- Freight deliveries must be inspected upon arrival
- Any visible damage must be noted at delivery or reported within 24–48 hours
- Failure to report within this timeframe may limit eligibility for claims
11. Legal Rights
This policy does not affect your statutory rights under applicable law.
12. Agreement
By purchasing from our website, you agree to this policy.