Free Shipping Within Contiguous United States

Order Confirmation:

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.

Order Shipment:

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 orders@electricfireplaceshop.com

Delivery Time:

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.

Freight Shipment:

** 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.

Damages:

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: damages@electricfireplaceshop.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.

We work very hard to ensure that we offer the absolute best prices online.  If you find another online store that offers a lower price then us within six months of your purchase date please let us know and we will refund your original payment for the difference.  We want you to feel confident that you are getting the absolute best price for the product you are ordering.  If you find that our own website has a lower price for the same item you have ordered within six months of your purchase date will refund the difference as well.

To request your partial refund simply e-mail us a link to the same product on our website, or on our competitors website within six months from the date of your order and we will process the credit accordingly.

Our 100% Price Guarantee has some limitations:

• You must purchase the item from our website before requesting your Price Match Guarantee
• Promotions such as rebates and buy one, get one free offers are not eligible
• The item must be in stock on the competitors website
• The competitor must be an online store, they may not have a retail location
• The website can not be a discounter or auction website (ie; eBay, overstock, etc..)
• The competitor must be an Authorized Retailer of the product in question
• The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax

RETURNS:

ELECTRIC FIREPLACE SHOP OFFERS A 30 DAY MONEY BACK GUARANTEE RETURN POLICY  *SOME EXCLUSIONS APPLY

Unused, resalable merchandise in new, uninstalled condition and in original packaging may be returned for a refund within 30 days of the delivery date unless otherwise noted on the product page or below*. 

• You must notify us of your intent to return within 30 days of delivery date.
• There is a 20% restocking fee.
• Our return policy applies to cancellations made after an item has shipped or refusal at time of delivery.
• We will refund the product price only.
• Original shipping charges are non-refundable.
• You are responsible for return shipping charges.
• Refunds will be applied to the same payment method used when original purchase was made.

AS A RULE, THE FOLLOWING CANNOT BE RETURNED:

• Products which are eligible for parts under manufacturer warranty
• Products that have had their original manufacturer packaging opened
• Products that have been out of their original manufacturers' packaging

*EXCLUSIONS- In order to offer you the widest selection available, we work with multiple fireplace manufacturers, some of which have separate return policies. 

If the product you ordered is manufactured by a company below, please their specific return policy:

AMANTII, SIERRA FLAME & REMII Return Policy:

Products which have been ordered incorrectly may be returned within 7 days of delivery, as long as they are still in the original packaging and have not been used or installed, are re-saleable and in a technically faultless condition. The packaging must be in its original state, i.e. unopened and the exterior must not be altered by the presence of any permanent marker, branding or labels that will damage the carton.

Products can only be accepted for return upon receipt of our written approval. Returns should be limited to those brought about in exceptional circumstances.

As a rule, the following cannot be returned:

• Products which are eligible for parts under our warranty

• Products damaged in transit (please refer to ordering policy regarding freight claims)

• Products that have had their original manufacturer's packaging opened

• Products that have been out of their original manufacturers packaging 

The customer is responsible for arranging the shipping. Products must be returned via freight carrier and properly secured on an appropriately sized pallet. To minimize exposure to the packaging, it is advised that the unit be wrapped in plastic wrap once secured to the pallet. Units must not be shipped via courier and any units that arrive to the warehouse via courier (such as but not limited to UPS or FEDEX) will not be accepted and will be returned to the sender at the expense of the sender.

Please note that only goods accompanied by a return material authorization number can be processed. Returned goods which arrive at our premises without an authorized RMA number shall be refused or returned at the cost of the sender. To request an RMA send us an email to returns@electricfireplaceshop.com. You will be given the RMA and the shipping address upon approval.

The following procedure is to be followed to in order to ensure proper and undamaged returns processing:

• All goods to be returned must be reported in advance.

• All goods which have been registered and approved for return are assigned a return material authorization number that is communicated in advance to our receiving warehouse. 

• We will email you a copy of the RMA label with a unique number as well as placement instructions and the shipping address.

• This is to accompany the returned goods when you send it to us. One copy should be retained for your records. The returned material authorization (RMA) number must be included in any correspondence regarding the shipment. 

• Goods delivered to Amantii or Sierra Flame premises shall only be accepted if freight has been prepaid by the shipper.

• Returns must include a copy of the original invoice as well as a copy of the RMA label provided. 

• If the packaging shows signs of damage, the product will be returned at the expense of the sender or scrapped, as desired. If a return is desired, we are to be notified of this within a period of 5 days.

• All returns are subject to a 20% restocking fee.

How soon will I get my refund?

• Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

• If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment within 10 business days.