Ordering & Support Policies
Below you'll find important information about placing an order with American Gas Works. These policies help us serve you efficiently, set clear expectations, and protect both you and our business.
Jump To:
- Custom Orders
- Order Cancellations
- Pricing & Sales Tax
- Damaged or Missing Items
- Local Codes & Regulations
- Errors on Website
- Disclaimer
Custom Orders
All custom-made products, special orders, and built-to-order items are considered final sale and are non-refundable once the order is placed. These items are made specifically for your request and cannot be resold.
Lead times vary depending on the manufacturer. We will communicate estimated timelines with you, but please note that production and shipping times are not guaranteed.
Order Cancellations
If you need to cancel your order, contact us as soon as possible. We will do our best to stop the order before it ships, but once an item has been processed or sent to the warehouse for fulfillment, it may not be eligible for cancellation.
Custom orders cannot be canceled once submitted to the manufacturer. If an order has already shipped, standard return policies will apply, including restocking and shipping fees.
Pricing & Sales Tax
We make every effort to ensure product pricing is accurate and up to date. However, prices are subject to change without notice. In the rare event of a pricing error, we reserve the right to cancel or adjust orders prior to shipping.
We are required to collect sales tax for orders shipped to addresses in Michigan. Orders shipped outside of Michigan are currently tax-free.
Damaged or Missing Items
While we carefully inspect and package every order, damage or missing parts can sometimes happen during transit.
- Please inspect your package immediately upon arrival—even if it’s not being installed right away.
- If any parts are missing or damaged, contact us within 5 business days of delivery.
- We’ll work with the manufacturer to resolve the issue as quickly as possible and send any replacement parts needed.
Please do not discard packaging or damaged components until we advise you.
Local Codes & Regulations
It is the customer’s responsibility to ensure that any gas appliance or outdoor product purchased through American Gas Works complies with local building codes, ordinances, HOA rules, or fire regulations.
We strongly recommend checking with your local installer, inspector, or governing authority before purchasing or installing gas-burning appliances. We are not liable for orders that cannot be installed due to local restrictions.
Errors on Website
We work hard to keep all product details, images, and pricing accurate and up to date. However, American Gas Works is not responsible for:
- Typographical errors
- Incorrect product images or specifications
- Misprints or missing information
We reserve the right to correct any errors and to cancel or refuse orders placed for items listed with incorrect information, even if your credit card has already been charged.
Disclaimer
American Gas Works does not assume liability for:
- Delays caused by shipping carriers or manufacturers
- Labor charges, missed appointments, or contractor fees
- Installation issues due to improper setup, customer error, or code violations
We always recommend waiting to schedule any installation until your full order has arrived and has been thoroughly inspected.