At Superior Sales Store, we’re committed to providing premium heating solutions with exceptional service. Our policies reflect our dedication to your complete satisfaction.

Policy Last Updated: December 2024

Shipping Information

Order Processing

All orders are processed within 1-2 business days after payment confirmation. You will receive a confirmation email with tracking information once your order ships.

Shipping Methods & Timeframes

Standard Shipping – $12.95

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after shipping
  • Includes tracking and insurance
  • Recommended for time-sensitive deliveries

Free Shipping

  • Available for orders over $50
  • Carrier: EMS
  • Delivery Time: 15-25 business days after shipping
  • Includes basic tracking

International Shipping Note: We ship globally, excluding Asia and select remote areas. Customers are responsible for any applicable customs duties or import taxes.

Returns & Exchanges Policy

Key Policy Details

  • Return Window: 15 days from delivery date
  • Eligibility: Products must be in original condition with all packaging and documentation
  • Processing Time: 3-5 business days after we receive your return

Return & Exchange Process

Step 1: Review Eligibility

Before initiating a return, please ensure:

  • The item is within the 15-day return window from delivery date
  • The product is in its original condition, unused, and undamaged
  • All original packaging, manuals, and accessories are included
  • You have your original order confirmation or receipt

Step 2: Submit Your Return Request

Contact our customer service team within 15 days of delivery to initiate your return or exchange. Use the template below:

Email Subject: Return/Exchange Request – Order #[Your Order Number]

Email to: [email protected]

Include the following information:

  • Order Number and Date
  • Product(s) to Return (name and model)
  • Reason for Return
  • Preferred Resolution (Refund or Exchange)
  • Your Contact Information

Step 3: Return Authorization & Shipping

Once your return is approved:

  • We’ll provide a Return Authorization Number and shipping instructions
  • Pack the item securely in its original packaging
  • Include all original documentation and accessories
  • Ship to the address provided in your return authorization
  • We recommend using a trackable shipping service and retaining your tracking number

Step 4: Processing & Resolution

Upon receipt and inspection of your returned item:

  • We’ll process your refund within 3-5 business days
  • You’ll receive email confirmation once processing is complete
  • Exchanges will be shipped once the return is verified

Refund Information

Refund Timeline

  • Credit Card Payments: 5-10 business days after processing, depending on your bank
  • PayPal Payments: 3-5 business days after processing
  • Original Shipping Costs: Non-refundable, unless return is due to our error

Refund Method

Refunds are issued to the original payment method used for purchase. We support refunds through all our accepted payment methods:

  • Visa
  • MasterCard
  • JCB
  • PayPal

Non-Returnable Items

For safety and hygiene reasons, the following products cannot be returned or exchanged:

  • Conversion Kits (due to customization and installation requirements)
  • Opened Gas Components (safety-regulated items)
  • Custom or Special Order Items
  • Products Missing Serial Numbers or with Altered Identification

Defective items are covered under our manufacturer’s warranty and will be handled accordingly.

Exchange Policy

We gladly accept exchanges for different models or sizes within the 15-day return window, subject to product availability. Shipping costs for exchanges are the responsibility of the customer, unless the exchange is due to our error.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us immediately at [email protected] with photos of the damage and your order information. We’ll arrange for a replacement or repair at no additional cost to you.

International Returns

As we serve customers globally (excluding Asia and select remote areas), international returns are accepted following the same policy guidelines. Customers are responsible for return shipping costs and any applicable customs duties.

Need Assistance?

Our customer service team is here to help with any questions about shipping, returns, or exchanges:

  • Email: [email protected]
  • Address: Superior Sales Store, 4218 Tully Street, Detroit, US 48219
  • Response Time: Within 24-48 hours during business days

We reserve the right to refuse returns that don’t meet our policy requirements. This policy may be updated periodically to better serve our customers.