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My Gas Logs set arrived broken or cracked. What do I do?
Posted by on 27 August 2013 04:24 PM

We sincerely apologize for your new log set arriving with a broken/cracked log(s). UPS can sometimes be quite rough with these logs as the boxes are very large and heavy.  We will be happy to file a claim for the broken log(s) to have it replaced for you.  Please see the attached diagram & indicate the log(s) that needs replacing.  In the meantime, it is safe to install and burn your new log set using the damaged log.  When the new log arrives, you may simply replace it out with the damaged one. 

We most sincerely apologize for any inconvenience this may have caused for you.  We will look forward to your response.

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