Policies

PURCHASE AGREEMENT

Welcome to the FiveStar Online Showroom. 

By viewing this site and purchasing products through the FiveStar Online Showroom, you agree to abide by the terms and conditions that follow.  Please do not use this site or purchase products from the FiveStar Online Showroom if you disagree with the terms and conditions.

FiveStar shall not be liable for any damages resulting from misuse or improper installation of any FiveStar product.

The customer assumes all responsibility to ensure that the product is safely and properly installed in accordance with any and all federal, state, and local codes.

FiveStar shall not be liable for any indirect, punitive, incidental, special, or consequential damages resulting from the purchase of a product from the FiveStar Online Showroom.

FiveStar shall not be held liable for any delays in shipping, inaccuracies in orders, inaccuracies in the information on this site, unavailability of products, changes in products, or damage in delivery of the products purchased from the FiveStar Online Showroom.

FiveStar reserves the right to charge a restocking fee of 25% of the original purchase price for all products returned to FiveStar.

FiveStar reserves the right to alter the website and/or literature, change the products, prices, or information concerning the products without notice.

This Purchase Agreement shall be governed by the laws of the State of Tennessee and is subject to the jurisdiction of the City of Cleveland, Tennessee.

The FiveStar warranty on products sold outside the contiguous 48 U.S. states and the District of Columbia shall be limited strictly to furnishing replacement parts and shall exclude labor.

SHIPPING POLICIES

For Shipments to locations within the 48 continental United States:
The FiveStar price includes in-home delivery.  Extra charges may apply for deliveries made to remote delivery areas. The delivery zip code will determine if extra charges apply to any order.

For Shipments to Alaska, Hawaii, Canada, and the US Virgin Islands:
FiveStar provides shipping to the requested location via a contracted delivery service. However, additional charges will be associated with such shipping. Please complete the delivery information on the order form including complete contact information. A FiveStar customer service associate will contact you to discuss additional charges and arrange for the shipment of your order.

For all other shipments (International):
FiveStar will assist you in determining the most effective method of shipment to your international location.  However, additional costs will be associated with such shipping.  Please complete the delivery information on the order form including complete contact information. A FiveStar customer service associate will contact you to discuss additional costs and arrange for the shipment of your order.  FiveStar can ship the order to any specified port terminal within the continental United States or provide you with a shipping cost quote for any destination in the world.

 For customers located in remote areas of the continental United States:
There is an additional charge for remote deliveries, determined by our contracted delivery service company. Remote deliveries are locations that have limited access. Less than 1% of the Continental population lives in a remote delivery area. You will be notified at checkout if your zip code is located in a remote area. 

A non-service area fee of $300.00 will apply on any shipments moving in or out of remote areas not readily accessible by a delivery vehicle.

A non-standard delivery charge of $55.00 will apply to a delivery outside of Normal Business Hours. Normal Business Hours are defined as Monday through Friday, excluding National and State Holidays, between the hours of 8:00 a.m. and 5:00 p.m. local delivery time. 

Shipping Schedule
FiveStar will schedule your order for production immediately upon receipt of your order.  Your FiveStar product will be handcrafted in Cleveland, Tennessee - not simply shipped from a stocking warehouse.  Delivery can be expected within 4-6 weeks of the time of order.  FiveStar will contact you via email when the product is complete and ready for shipment. You will have the option of scheduling a delivery time beyond the expected 4-6 weeks (up to 90 days).  The FiveStar delivery service will work with you to meet the requested schedule.

DELIVERY POLICIES

A contracted delivery service will contact you during normal business hours to verify your delivery address, phone number, email address, and product shipment as outlined on your order form. The contracted delivery service will schedule a four-hour delivery window with you. Unsuccessful delivery shall result in a $75.00 fee that will be charged to your account.

Freestanding Ranges

The delivery of your freestanding FiveStar range includes placing the unit in the room of your choice, up to two (2) flights of stairs, unpacking the range from its wooden crate and removing all of the packaging material. The first flight of stairs shall constitute the fourth to fifteenth step and each additional flight shall consist of 10 steps or a fraction thereof. Stair “carries” in excess of two flights shall result in an additional fee of $30.00 per flight per shipment. Extra “carries” of fifty (50) feet beyond the first 75 feet from the vehicle to the outside entrance door will be subject to an additional fee of $15.00 per carry.

Cooktops (Range Tops), Hoods, and Large Accessories

The delivery of your FiveStar cooktop, hood, or large accessory includes placing the crated order inside a garage, front room of home, or other enclosed, dry space. If your hood or accessory is part of a freestanding range order, the unit will be delivered as part of the same shipment (see freestanding ranges policy above).

Small Accessories only

These products will be shipped via United Parcel Service, Federal Express, or by one of FiveStar’s affiliated shippers and placed outside the entrance of your home. Multi-piece orders will be shipped together for convenience.

There must be a clear, level and unobstructed delivery path to where the product is to be delivered. Snow, ice, or excessive mud may prohibit delivery. In the rare instance a house is not accessible by a delivery truck and alternate arrangements for pick-up cannot be made, you will be billed for the return delivery charges plus a 25% restocking fee. When ordering larger than normal items, it is your responsibility to make sure the product or appliance will fit through all openings and into the space provided. It is also your responsibility to ensure that the product or appliance can be delivered to the location you designate; additional fees may apply for non-compliance.

DAMAGE POLICY AND INITIAL INSPECTION

FiveStar takes great care in packaging our products so that they will arrive undamaged.  However, shipping damage can occur. It is your responsibility to inspect the exterior of each carton for obvious damage and inspect the product for cosmetic or internal damage. Failure to note damage at the time of delivery releases the contracted delivery service from any responsibility and places the burden upon you. Please follow the guidelines listed below to prevent potential problems resulting from shipping damage and/or order inaccuracies.

  • Verify that the number of cartons matches the bill of lading.
  • Open, unpack, and visually inspect each item in the carton for damage.
  • If damage or shortages are discovered, you must make a notation on all copies of the bill of lading describing the damage or shortage in detail before you sign for acceptance of the shipment.
  • If the contracted delivery service demands to leave before all portions of the shipment have been inspected, you must note on the bill of lading near the customer signature that the driver would not allow for inspection.
  • Your signature on the delivery receipt is an acknowledgement that the shipment was received in good condition with neither damage nor shortage unless noted otherwise on the bill of lading.
  • For questions during delivery, please call FiveStar Customer Service at 1.800.553.7704 between 8 a.m.-5 p.m. ET, M-TH and 8 a.m. – 4 p.m. ET Friday.
  • Save all shipping cartons and packing materials if damage is noted on the bill of lading.
  • Contact FiveStar Customer Service immediately to report any problems at 1.800.553.7704.  Be sure to retain a copy of the bill of lading.

    CANCELLATIONS AND PRODUCT RETURN

    Please call 1.800.553.7704 if you need to cancel an order.  An order may be cancelled within 48 hours of placement without any fee. Any order cancelled after 48 hours is subject to a 15% cancellation fee.

    Returns will only be accepted in the original packaging.  All manuals, materials, and the blank warranty card must be enclosed. If you decide to return any merchandise for any reason, you must contact FiveStar at 1.800.553.7704 and obtain a return authorization number; otherwise credit will not be issued for products returned.  Returns must be in new and unused condition including all manuals, blank warranty card, and original packaging materials. FiveStar reserves the right to charge 25% of the original purchase price as a restocking fee.  Shipping charges to and from FiveStar’s warehouse are non-refundable. Any product that has been installed, or indicates an attempt at installation has been made, cannot be returned.

    Privacy Policy
    You are important to FiveStar, and we consider your information private.  FiveStar will not sell, share, or distribute any of your information to third parties. Your information will only be used to process and ship orders and to occasionally inform you of special offers and programs.  Please email FiveStar at customerservice@fivestarrange.com if you would prefer to be removed from the mailing list.

    Disclaimer
    You agree you have read, understand, and accept the terms published when you place an order with FiveStar. You authorize your credit card company to abide by these terms. FiveStar reserves the right to cancel orders at anytime.