Free Shipping Within Contiguous United States
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase.
As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will reach out via email and you will decide if you want to cancel your order or wait until it's available.
If you choose to wait until it's available, we have to charge your card- we can only keep credit card authorizations in our system for up to 7 days. If your card is not charged within 7 days the order is automatically cancelled.
Transit times vary by location and warehouse, but you should expect delivery within 4-12 business days of your order. Many items ship same day, and can be expected in as little as 2-5 business days.
Shipping will occur using the most reliable and fastest option available. Typically, our lighter, smaller electric fireplaces (under 100 lbs) ship via FedEx or UPS. For larger, heaver electric fireplace packages a truck freight carrier will be used (more info below).
We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.
If you do not receive tracking information from us within eight business days of your order, feel free to follow up with us at firstname.lastname@example.org
As stated above, delivery time is typically somewhere between 2-12 business days once your order is placed. We cannot however, guarantee the time it will take the carrier to deliver your package. It is determined by their workload and delivery schedule, and is completely out of our hands.
You should track your package online or over the phone with the carrier directly. We have no influence over their operations, and cannot expedite the speed of delivery.
We do not issue refunds if your package isn't delivered in the time frame you want, so please order early to avoid disappointment.
Receiving Your Shipment:
FedEx and UPS:
*FedEx and UPS do not require a signature and will leave the package in a suitable place near your door.
For smaller packages (under 100 lbs), freight shipment is not needed and these items typically arrive between 2 and 5 business days after it leaves the warehouse.
** For freight shipments, you must be present at the time of delivery to inspect the package contents for any damages and sign the delivery receipt.
Our larger, heavier fireplace items ship via freight carrier.The trucking industry defines home delivery as "curbside delivery" in a residential area.
Freight delivery usually takes anywhere from 3 to 7 business days once the order leaves the warehouse. When the shipment arrives at a nearby terminal, you will be contacted directly by the freight carrier to schedule a delivery appointment. Most companies offer appointment windows (usually a 4 hour block) between 8am and 5pm, Monday through Friday.
IMPORTANT: The biggest thing with freight delivery, is that once you sign for it you are legally accepting the product as delivered in good condition. This is why it's so important to inspect the product prior to signing. If there is damage to the carton or product, write "CONTENTS DAMAGED" clearly on the delivery receipt the driver asks you to sign, and then sign. We cannot be held responsible for replacement or repair costs of damaged goods if there is no notation on the freight delivery receipt.
Due to the heavier weight, you may need some assistance moving the package indoors, or you may unbox the shipment and carry each piece inside individually. If you ask, some drivers may assist in getting a shipment into a garage or carport.
All damage claims must be submitted in writing within 24 hours of delivery. Please take pictures of the box and damaged item(s) and email them to us at: email@example.com We will process a damage claim on your behalf.
For FedEx and UPS, please inspect the contents of your package as soon as they drop it off. For freight delivery, make sure you inspect the product at delivery.
We cannot be held responsible for replacement or repair costs of damaged goods if there is no notation on the freight delivery receipt.
Cancellations & Refunds:
All orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.