FAQ

The standard processing time for an in-stock item is 1-3 business days. For out-of-stock items, Lexora will notify you and provide an estimated replenishment date.

You do have the option of choosing a later shipment date. However, all orders must be shipped out within 30 days of the invoice date. Orders that are stored in our warehouse after the 30-day period will be subject to a 10% storage fee. After 60 days in our warehouse, the order will be cancelled entirely.

Once an order is processed, it is shipped out via LTL or FedEx/UPS, for large and small items respectively. Prepaid freight charges will be added to your invoice, although dealers have the option to use their own freight company. Dealers, please make a notation on your purchase order for this option.

Prepaid LTL shipments are curbside delivery unless otherwise requested.

Shipping times vary based on final destination, however the average transit time is 2-4 business days for the East Coast, 3-5 business days for the Midwest and 5-7 business days for the West Coast.

If you are ordering from outside the contiguous United States, please contact Lexora, Inc directly as special fees and delivery arrangements will apply.

You will be required to inspect the package upon receipt to see if there is visible damage. If any visible damage is significant, please refuse the entire shipment. If only a minor part is damaged, accept the shipment and report all issues to Lexora immediately. Most minor issues can be fixed through replacement parts sent from our warehouse.

Please make sure to note all damages on the Proof of Delivery receipt.

All damages must be reported within 48 hours of delivery. Failure to comply this policy disqualifies customers from free replacement of parts.

All Lexora returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. Absolutely no returns will be accepted without an RMA issued by Lexora. It is the customer’s responsibility to return all items in brand new condition, undamaged in its original packaging along with product manuals. Returns must be initiated within 30 days of delivery. In order to issue a refund or replacement, we need to fully inspect the unit. Once the returned item is received and verified to be in “new” condition, a full refund will be issued minus the original freight charges and a 25% restocking fee (if applicable). All returns must be received within 2 weeks of the RMA# issued date.

For more details about this policy, please visit our Returns Policy page.

All Lexora products carry a 1-year manufacturer’s limited warranty. Proof of purchase, such as a receipt from the original retailer, will be required for all warranty claims. This warranty covers products that were properly installed by a licensed professional and used properly. This includes a full replacement of the product if necessary, solely at the manufacturer’s discretion. If an item is defective upon receipt, do not install and contact Lexora immediately. Defective items that are knowingly installed will not qualify for free replacements.

Damage due to installation error, product abuse or misuse, or use of cleaners containing abrasives, alcohol or other organic solvents — whether performed by a contractor, service company or the customer — are excluded from this warranty. Additionally, defects or damage caused by non-Lexora parts will void this warranty in its entirety.

Lexora will not be held responsible for labor charges and/or damage incurred during the installation, repair, or replacement of any Lexora product. Furthermore, the manufacturer shall not be held responsible for any incidental or consequential damages, losses and/or injury relating to the item(s). Except as provided by law, this warranty is in lieu of and excludes all other warranties, conditions and guarantees — whether expressed or implied, statutory or otherwise — including without restriction those of merchantability or of fitness for use.

Depending on jurisdiction, some states, provinces, and countries do not allow the exclusion or limitation of incidental or consequential damages. In such cases, the aforementioned limitations or exclusions may not apply. This warranty affords you specific legal rights; you may have other rights which vary from state to state, province to province, and country to country.

All Lexora products (with the exception of our outdoor firepits) are designed for indoor use only. All warranties are non-transferable. Lexora will supply proper instructions for making warranty claims. Please contact us to start the warranty process.

Note: If you are a customer who has purchased Lexora product through a retailer, please contact the retailer of purchase in order to properly handle a replacement part.

Photos of the damaged/defective part or item are required to fulfill parts requests. These photos are necessary to determine the proper resolution and to file damage claims with the shipping company.

If photos cannot be submitted for any reason, the damaged/defective part must be shipped to our warehouse at the customer’s expense. The part will be carefully inspected and necessary action will be taken based on the inspection, including full reimbursement of all expenses if necessary.

Issues with missing parts must be reported to Lexora within 48 hours. All Lexora parts carry a 90-day limited warranty.