Help Center | Burnerparts.com
The help Center is designed to help you use our online store and learn a little more about BurnerParts.com. You can browse the topics below for answers to some commonly asked questions and view our policies online.
How do I check the status of my order?
Please give us a call at (804)-236-3881 to check order status as some products must be ordered.
How do I cancel an order?
Cancellations must be called in to ensure the product has not been shipped.
How do I correct an error on my order?
To correct an error on an order, Please call us at (804)-236-3881. Our shipping department ships in 1 – 2 on in stock orders so it is best to correct the order before shipment.
My order never arrived, what do I do?
If your order has not arrived, please check shipment tracking number or give us a call at (804)-236-3881.
What are the benefits of registration?
The benefits of registering including access to previous Purchasing and Tracking Orders and a Quicker Checkout.
Can I place an order without registering?
We allow customers to use a guest checkout. Although, registration allows you to view Previous Purchases and Track Orders and also Checkout Quicker next time!
I forgot my password, what do I do?
Have our system send it to you! I forgot my password.
How do I update my account information?
If you wish to make any changes, at the top of the site is My Account. Everything on the My Account page is editable once logged in.
What payment options do you accept?
We accept all major credit cards except Discover. We also accept Wire Transfers and PayPal.
How will my charges appear on my card?
Credit Card Statements will appear as Gillie Power Equipment Company.
Can I have multiple billing addresses?
Yes, we accept multiple billing addresses for a single account. Just talk to one of our representatives at (804) 236-3881.
Do you accept PayPal? How does it work?
We accept payment through PayPal. If you wish to do so, during the process of checkout be sure to use the Payment option as PayPal.
How do I edit/change my credit card?
To ensure that the Card information is changed before shipment, Please call (804) 236-3881.
Can I track my order online?
Registered users may log in and view order history and track orders.
Guest users and Registered Users will also receive an Email with the shipping information included.
If there is an issue or the email was accidently deleted, Please feel free to give us a call at (804) 236-3881 and we will track your order for you.
Do I need an account to order?
At this time, you are required to have an account to process an order.
How do I place an order?
While browsing our site you will notice an add to cart button on product pages. Once the products you want are in the cart and the quantities are correct. Place Order and Follow the listed instructions through checkout.
How do I add items to my cart?
While browsing our site you will notice an add to cart button on product pages.
Is the ordering process secure?
Our Site is encrypted and secure from Browsing to Check out with 256-Bit RapidSSL.
What about Shipping?
All freight charges are to be paid by the customer. UPS is our preferred carrier for domestic and international shipments of packages under 150 lbs.
OLD DOMINION FREIGHT LINE is our preferred carrier for oversized or overweight shipments.
FED-EX AIR or OTHER CARRIERS may be substituted at your request. - There is a $15 surcharge for shipments via FED-EX GROUND and are scheduled to pick up on the Next Business Day
What about taxes?
We do not charge taxes outside the state of Virginia.
What payment methods are accepted?
We accept all major credit cards except Discover. We also accept Wire Transfers.
How do I add new credit card?
Please give us a call. We can add a default card to your account to use for future purchases.
How do I edit my credit card?
If you have an issue with a card recently used to place an order. Please give is a call at (804) 236-3881 to fix any issues with a card as soon as possible.
Credit card problems?
If you are having any issue with Credit cards please make sure that you are not using a Discover card. If you are using any other form of payment, please give us a call to place your order. We cannot accept PayPal over the phone.
How is shipping calculated?
Shipping is based upon weight and location based through UPS.
When will I receive my order?
Lead times quoted are estimated, after receipt of your prepayment and/or purchase order, and full release for manufacture, based on partial shipments, unless more urgently required. Please let us know your required delivery schedule. Expedited orders may be available for certain products. An expediting service charge will be added to the order, in addition to all freight charges.
How do I change my shipping address?
Your shipping address can be changed over the phone to ensure that your order is changed in time for shipment. Please call us at (804) 236-3881.
Do you ship internationally?
Yes, we do ship internationally. All shipments require customer to pay all out going freight. The product must be paid in full before shipment. Thank you!
Pricing and Misprints
We will not be held responsible for any misprinted pricing.
Copyright © 2013 BURNERPARTS.COM -Buy Parts Online! . All rights reserved.
- When placing an order with Burnerparts.com, through our secured server we collect personal information about your business (Bill To/Ship To Address, email address, password for your account, security question for password retrieval, and credit card data).
How Burnerparts.com Uses Information
- Sales orders and personal information are encrypted and stored on our secured server. This information is used to process your order and get the products to your desired location in a timely manner.
- When placing an order, the last page of order entry gives you the option of saving your credit card for future use or not. If you choose not to save the credit card, once the order is shipped and invoiced, we will not have access to your credit card for future use.
- Periodically Burnerparts.com may send out emails to our customers regarding specials or sales on specific product lines. If you do not wish to receive these emails, please contact[email protected]
How Burnerparts.com Protects Personal Information
- None of the personal information you submit to Burnerparts.com is stored on the web server, but on a back end secured data server.
- The personal information submitted to is, is transmitted through an Encrypted Secured Sockets Layer (SSL).
- com has purchased and is currently using a Digital SSL server certificate from one of the industry’s top certificate service providers.
- Our servers are patched regularly to ensure all the latest security updates are applied.
- We do not sell, rent, or lease any of the personal information received from our customers.
Information You Can Access
All of the information that is entered during order entry can be accessed online by logging into My Account. Once logged into your account via our secured server, you can update/change personal data for future orders, change the password & security question, review sales orders, check order status, retrieve tracking number and other account related inquires.
Our business changes constantly, and our Privacy Notice and the Terms & Conditions will change also. Please check our Web site to obtain the latest version.
Thank you for placing your order online with www.burnerparts.com
What are your general return policies?
After shipment, standard stocked products may be returned only if they are in a new and unused condition and in the original packaging. Upon factory inspection and approval, a restocking fee will apply, as follows: 1 to 30 days after the invoice date = 35% of the purchase price. 31 to 90 days after the invoice date = 50% of the purchase price. Over 90 days from the invoice date = No returns are allowed. No returns are allowed for special ordered, non-standard, or not readily consumable products.
How do I return an item?
After you have contacted us about a return, we will issue a RMA Number with the return address. (if the return is under the guidelines of our return policy)
How long is the return process?
Upon return we will inspect and credit as suggested. The decision is made upon arrival of the return.
How will my money be credited to me?
Returns may be used for future orders as credit or returned to the customer as a check. We also can refund a credit charge.
How do I contact you?
Please feel free to contact us during business hours
We are open 8 am- 5 pm E.S.T.
Feel free to E-mail us any time at [email protected]
BurnerParts.com is based in Richmond VA. Our associates have over 75 years of experience in the industrial combustion industry!
We are your burner parts, gas meter and propane burner part locator service. BurnerParts.com stocks parts from most of the major burner manufacturers in the Industrial Combustion Industry including BelGas, Pietro Fiorentini, Eclipse, Karl Dungs, Dresser Roots, and Protection Controls (PCI)s.