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Authorized TrueFlame Dealer | For official company website, visit www.trueflame.com
Authorized TrueFlame Dealer
For official company website, visit www.trueflame.com

Policies Of Use

Brandster, Inc.
Policies of Use Outline


  • Customer has 24 Hours from the time of purchase to cancel an order without possible penalty.
  • Special / Custom orders cannot be canceled once production begins.
  • Cancellation requests MUST be submitted via the Cancel Request Form here.

By proceeding forward with an order you acknowledge that you have read and agreed to the Brandster, Inc. Terms & Conditions, Warranty, Shipping, and Return & Exchange Policies.


  • Orders that have been submitted to production are not able to be changed or altered.
  • All changes MUST be submitted in writing to Support@Brandster.com and CONFIRMED to be valid.
  • Additional fees may apply.


Most orders over $49 are shipped FREE* within the continental United States. For orders under $49, a $10 shipping fee applies.* If orders are shipped outside the continental United States or to extended delivery areas (i.e., islands, rural and remote areas, bay areas, etc.), additional shipping and handling charges will apply. A representative will contact you to make arrangements as necessary. We do not ship to PO or APO/FPO boxes. All ship dates are ESTIMATED and are subject to change based on availability. Once your order ships, we can not change the delivery address. Tracking information will be sent via email.

*Depending on the size of the order, a larger shipping fee may be applied. Our customer support team will contact you if this is the case.

Handling Time

Brandster's standard handling time is between 5-10 business days. This time may vary depending on the manufacturer's lead times, but rest assured that we work diligently to ensure your order is dispatched as quickly as possible.

Shipping Time

Brandster's standard shipping time is between 2-4 weeks. This time may vary depending on the manufacturer's lead times, but rest assured that we work diligently to ensure your order is dispatched as quickly as possible.

How We Ship

  1. Quickship Product(s):

    • Readily made items that are shipped based on the manufacturer's inventory. Please call (800) 357-5044 for availability.
  1. Small Parcel & Ground:

    • We utilize USPS, UPS, and Federal Express for cost-effectiveness when product size permits. Expedited shipping for eligible products will be subject to additional shipping and handling charges (2 Day, 3 Day, Next Day, Overnight, etc.)
    • What if my order says delivered, but it's not there - Please call us within 48 hours at (800) 357-5044. Check with family members, neighbors, building manager(s), apartment office, or others who may have accepted your order on your behalf. Shipments considered “lost” after 48 hours may be subject to additional charges for which the customer is responsible for.
  1. Freight Shipments:

    • Curbside delivery only and includes a liftgate. Deliveries will be made during regular business hours (Mon - Fri), and a delivery agent will contact you in advance to schedule a delivery appointment for residential deliveries.
    • A signature is required from a person 18 years or older. The customer will be held responsible for any and all deliveries made regardless of person(s) signing delivery receipt. DO NOT sign the delivery receipt before inspecting carefully for any damages - note anything missing or damaged on the delivery receipt. You will be held accountable if the delivery receipt is signed and pieces are missing and/or damaged and not notated.
    • Refused deliveries and missed appointments will be subject to additional shipping and handling charges for which the customer is responsible for.
  1. White-glove Delivery:

    • These services are available upon request when special product care is required for your order; additional shipping and handling charges will apply. Please call (800) 357-5044 for more information.

Additional Shipping Information:

  • Refused, missed, or undeliverable shipments will be subject to additional shipping and handling charges for which the customer is responsible for. Please take this into consideration when selecting your shipping address. We are not able to reship packages that are returned to us by the carrier as we will consider this a return which is subject to Brandster's Return & Exchange Policies.
  • Take pictures of how you received your order from all sides.
  • Do not throw away any original packaging. If you accept a package and then discover parts are missing or in the case of a manufacturer's defect, please contact us right away.
  • Please note that the carrier will not perform any installation, wiring, or services requiring the use of power tools.


  • IMPORTANT: Customer has 48 HOURS after delivery to carefully inspect and report ANY and ALL damages. The customer is responsible for any damage(s) reported after 48 hours of delivery.
  • Damaged merchandise should be reported immediately by contacting the support team at (800) 357-5044 or Support@Brandster.com.
  • Write "Package Damaged" on the Delivery Receipt when you sign for delivery whether significant or even if it appears slightly damaged. The customer is responsible for any damage(s) reported after 48 hours of delivery.


We understand that our customers may require additional time before receiving the products they ordered. To accommodate this, we offer a complimentary storage/holding period of up to 6 months from the date of purchase. This must be discussed and implemented at the time of order placement.

If the customer elects to cancel an order using this service after 30 days from the date of purchase, a standard 20% restocking fee will be applied. The restocking fee will be calculated as 20% of the total order cost, including all associated taxes and fees.

Customers must notify us in writing via the Cancellation Request form of their decision to cancel an order.

Additional storage fees may apply if a customer requires storage beyond the initial 6-month period. These fees will be communicated to the customer in advance. Any order requiring storage beyond 12 months that is not otherwise agreed upon and/or without return communication will be subject to associated fees (restocking and shipping) up to a total forfeiture of payment.

This policy is subject to change at our discretion. Any updates or amendments to the storage/holding fees policy will be communicated to customers through our official communication channels.

By proceeding with an order, customers acknowledge that they have read and agreed to the policies, terms and conditions outlined in our Policies of Use.


Brandster, Inc. is committed to your satisfaction first and foremost, and we want to help you have the best shopping experience possible. Should a product you purchase not match your expectations or needs, you may request a Return Merchandise Authorization (RMA) within 30 Days From Delivery Date and a customer care specialist will be happy to review your request.

Conditions of Returns and Exchanges

  • You have 30 Days from the delivery date to request an RMA.
  • All returned products should be in the original packaging.
  • Items NOT eligible for return/exchange include products that are:
    • Unboxed/Opened, removed from pallet, used, assembled, modified, or covered under manufacturer's warranty
  • “Special / Custom Order” items are not eligible for return/exchange.
    • This includes furniture, custom made to order products, cushions, products excluded for return by the manufacturer.
  • ANY and ALL SHIPPING COST(S) associated with the product will be the customer's responsibility and deducted from the refund or credit.
  • Manufacturer/distributor restocking fee(s) may apply.
  • Refused or missed shipments will be subject to additional shipping cost(s) for which the customer is responsible for.
  • All approved returns/exchanges must be shipped via the same delivery method or the return/exchange will not be accepted, i.e. freight orders must ship freight back to designated return address.

Return Procedure

By proceeding forward with your request you acknowledge that you have read and agreed to the Brandster, Inc. Terms & Conditions, Warranty, Shipping, and Return & Exchange Policies at the time your order was placed. Returns/exchanges that have not been authorized cannot and will not be accepted.

The return/exchange request process can take up to 10-15 business days to complete. Please do not request a chargeback of your purchase from your credit card company while waiting for us to process your request. Orders that are pending disputes or chargebacks will not be accepted or reviewed until the dispute or chargeback process is resolved.


Thank you for choosing to shop on a Brandster, Inc. property. We are dedicated to ensuring our customers have a smooth and safe shopping experience. Kindly read through our payment policy to familiarize yourself with the various payment methods available on our site.

Accepted Payments

We accept the following payment methods:

  1. Credit and Debit Cards:
    • We accept all major credit and debit cards, including Visa, MasterCard, American Express, and Discover, through our secure payment gateway, Authorize.net.
    1. PayPal:

      • You can choose to pay via PayPal, one of the world's leading online payment platforms, ensuring a secure and hassle-free transaction.
    1. Affirm:

      • We have partnered with Affirm to offer financing options for eligible products or orders with a minimum order value of $2,000.
        Select Affirm at checkout to complete your purchase.
    1. Check:

      • We accept check payments made out to Brandster, Inc. Please mail your check to the following address:

        STUART, FL 34995
        Brandster, Inc.
        PO BOX 2772

    Please note that your order will be processed once the check payment has been received and cleared by our bank.

    Payment Processing

    All transactions are processed through secure, encrypted connections to protect your personal and financial information.
    Your payment details are never stored on our servers.

    Sales Tax

    We are required by law to collect sales tax for orders shipped to certain states. The applicable sales tax will be calculated at checkout based on your shipping address. If you believe you qualify for tax exemption, please contact our customer support team via phone at (800) 357-5044 or email at Support@Brandster.com with the necessary documentation.

    Brandster, Inc. accepts the following documentation for tax exemption:

    1. Sales Tax Exemption Certificate
    2. Resale Certificate
    3. Government Exemption Certificate
    4. Direct Pay Permit
    5. Nonprofit Exemption Certificate

    Please note that tax exemption only applies to new orders and is not acceptable for retroactive changes. Ensure that the appropriate documentation is provided prior to placing an order to benefit from tax exemption.


    All prices on our website are displayed and charged in US dollars (USD).

    Order Confirmation

    Once your payment is successfully processed, you will receive an order confirmation email with the details of your purchase. Please review this information carefully and contact us immediately if there are any discrepancies or if you have any questions.

    By placing an order on our website, you agree to comply with our payment policy. We reserve the right to update or modify this policy at any time without prior notice. If you have any questions or concerns about our payment policy, please contact our customer service team at Support@Brandster.com.

    Thank you for shopping with Brandster, Inc. We appreciate your business and look forward to serving you.


    Brandster, Inc. does not directly offer warranty to customers, however most products are backed by a manufacturer's warranty. Our customer care department will help to assist you in resolving any issues that may arise during the warranty period. If you experience an issue with an item that offers a manufacturer warranty, please contact the support team at (800) 357-5044 or Support@Brandster.com.


    Brandster, Inc. strives to promote the most exclusive brands of Grills, Outdoor Furniture, Hearth products. Brandster will fulfill promotional item(s) where physically possible and when products are not available during the promotional term to to lack of inventory, we may or may not be able to fulfill your promotional item(s) in a timely manner, at the same time at the same time as your primary items, or in some cases at all. Our sales team will help to assist you with learning more about all of our current promotions. The Following brands, including but not limited to Alfresco, Artisan, Berlin Gardens, Breezesta, Cr Plastics, Delta Heat, Northcape, Royal Teak Collection, Summerset, TEC Grills, Telescope, Three Birds Casual, Twin Eagles, Wildridge) are EXCLUDED from ALL PROMO CODE OFFERS, please contact us for more information on our best deals, including clearance items, packages discounts, B2B discounts, rebates, and more!


    Acknowledgment And Acceptance Of Terms

    Brandster, Inc. is committed to protecting your privacy. This Privacy Statement sets forth our current privacy practices with regard to the information we collect when you or your computer interact with our website. By accessing this website you acknowledge and fully understand the Brandster, Inc. Privacy Statement and freely consent to the information collection and use practices described in this Website Privacy Statement.

    Participating Merchant Policies

    Related services and offerings with links from this website, including vendor sites, have their own privacy statements that can be viewed by clicking on the corresponding links within each respective website. Online merchants and others who participate in Brandster, Inc. services are encouraged to participate in industry privacy initiatives and to take a responsible attitude toward consumer privacy. However, since we do not have direct control over the policies or practices of participating merchants and other third parties, we are not responsible for those sites' privacy practices or contents. We encourage you to always review the privacy policies of merchants and other third parties before you provide personal information or complete any transaction with such parties.

    Information We Collect And How We Use It

    Brandster, Inc. collects certain information from and about its users to provide and improve our services to you; this includes the following:

    1. Web Server Logs:

    When you visit our website, we may track information to administer the site and analyze its usage. Examples of information we may track include:

      • Your Internet protocol address.
      • The kind of browser or computer you use.
      • Number of links you click within the site.
      • State or country from which you accessed the site.
      • Date and time of your visit.
      • Name of your Internet service provider.
      • Web page that linked you to our site.
      • Pages you viewed on the site.
    1. Use of Cookies:

    Brandster, Inc. may use cookies to personalize or enhance your user experience. A cookie is a small text file placed on your hard disk by a Web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you and can only be read by a Web Server in the domain that issued the cookie.

    One of the primary purposes of cookies is to provide a convenience feature to save you time. For example, if you personalize a web page or navigate a site, a cookie helps the site recall your specific information on subsequent visits. Hence, this simplifies the process of delivering relevant content and eases site navigation by providing and saving your preferences, login information, and personalized functionality.

    Brandster, Inc. reserves the right to share aggregated site statistics with partner companies. However, it does not allow other companies to place cookies on our website unless there is a temporary, overriding customer value (such as merging into a site that relies on third-party cookies).

    It is your choice whether to accept or decline cookies. Most Web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies. If you reject cookies by changing your browser settings, then be aware that this may disable some of the functionality on our website.

    1. Personal Information Users:

    Visitors to our website can register to purchase services. When you register, we will request personal information such as name, address, email, telephone number or facsimile number, account number, and other relevant information. If you are purchasing a service, we will request financial information. Any financial information we collect is used only to bill you for your purchased services. If you purchase by credit card, this information may be forwarded to your credit card provider. For other types of registrations, we will ask for the relevant information. You may also be asked to disclose personal information to us so that we can provide assistance and information to you. For example, such data may be warranted in order to provide online technical support and troubleshooting.

    We will not disclose personally identifiable information we collect from you to third parties without your permission except to the extent necessary, including:

      • To fulfill your service requests for services.
      • To protect ourselves from liability,
      • To respond to legal process or comply with law, or
      • In connection with a merger, acquisition, or liquidation of the company.
    1. Email Communications:

    We are committed to keeping you updated on your transactions, enhancements to our services, and exclusive promotional deals. As part of this commitment, you'll receive emails from Info@Brandster.com & Support@Brandster.com. These communications will encompass both transactional emails, which are related to your purchases, and promotional emails that bring you the latest on new products, sales, coupons, or special offers. By utilizing our services, you consent to receiving these updates. However, should you no longer wish to receive promotional messages, you can opt-out at any time by clicking on the unsubscribe link available in every email.

    Use Of Web Beacons Or GIF files

    Brandster, Inc. Web pages may contain electronic images known as Web beacons—sometimes called single-pixel gifs—that allow Brandster, Inc. to count users who have visited those pages and deliver co-branded services. Brandster, Inc. may also include Web beacons in promotional email messages or newsletters to determine whether messages have been opened and acted upon. Third-party service providers may place some of these Web beacons to help determine the effectiveness of our advertising campaigns or email communications.

    These service providers may use these Web beacons to place a persistent cookie on your computer. This allows the service provider to recognize your computer each time you visit certain pages or emails and compile anonymous information in relation to those page views, which in turn enables our service providers and us to learn which advertisements and emails bring you to our website and how you use the site Paradise Home and Patio, Inc. prohibits Web beacons from being used to collect or access your personal information.

    Access Web Account Information

    We will provide the means to ensure that personally identifiable information in your web account file is correct and current. You may review this information by contacting us by sending an email to our support attendant – Support@Brandster.com.

    Changes To This Statement

    Brandster, Inc. has the discretion to update this privacy statement occasionally. When we do, we will also revise the "updated" date at the bottom of this Privacy page. We encourage you to periodically review this privacy statement to stay informed about how we are helping to protect the personal information we collect. Your continued use of the service constitutes your agreement to this privacy statement and any updates.

    Contacting Us

    If you have questions regarding our Privacy Statement, its implementation, failure to adhere to this Privacy Statement, and/or our general practices, please contact us and send your comments to:

    Brandster, Inc.
    Attention: Privacy Statement Personnel
    P.O. Box 2772, Stuart, FL 34995
    Stuart FL 34994


    Disclaimer for Brandster, Inc.

    If you require any more information or have any questions about our site's disclaimer, please feel free to contact us by email at Support@Brandster.com.

    Disclaimers for TrueFlameGrills.com

    All the information on this website - www.trueflamegrills.com - is published in good faith and for general information purposes only. TrueFlameGrills.com does not make any warranties about the completeness, reliability and accuracy of this information. Any action you take upon the information you find on this website (trueflamegrills.com), is strictly at your own risk. TrueFlameGrills.com will not be liable for any losses and/or damages in connection with the use of our website.

    From our website, you can visit other websites by following hyperlinks to such external sites. While we strive to provide only quality links to useful and ethical websites, we have no control over the content and nature of these sites. These links to other websites do not imply a recommendation for all the content found on these sites. Site owners and content may change without notice and may occur before we have the opportunity to remove a link which may have gone 'bad'.

    Please be also aware that when you leave our website, other sites may have different privacy policies and terms which are beyond our control. Please be sure to check the Privacy Policies of these sites as well as their "Terms of Service" before engaging in any business or uploading any information.


    By using our website, you hereby consent to our disclaimer and agree to its terms.


    Should we update, amend or make any changes to this document, those changes will be prominently posted here.

    We stand 100% behind our products and the manufacturers who produce them, and we will make every effort to resolve any problems.