Estimated Arrival: Between and . (To All Contiguous States)
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✔ Free Returns
✔ No Restocking Fees
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I just got my fireplace built and my RBF30 firebox installed - it works great, but I just noticed that the backdrop separated on the upper right side. I didn’t notice it when I took it out of the box, but it most likely came this way. I will try to find a way to send a picture. I’d like help to see if this is some thing I can repair.
I love the fireplace, but was not happy with the customer service I received. Most of the reviews I read ,raved about your customer service, and that is why I chose your company . I had some minor problems with the fireplace and customer service never responded to my concerns. In addition they said they would notify me when the glass doors came in, which they never did, I had to call and text them to receive the doors, which came 2 days later.
Purchased our Dimplex Revillusion 30 insert, doors/trim kit, electric cord, and optional ember. All products were delivered fast and were very well packaged. Turns out we did not need the optional ember kit. We were able to ship they back for a full refund and no cost shipping. We are extremely pleased with how it turned out. I built a frame from 3x4, sheeted it in plywood (no echo and extremely solid), then used Air Stone to cover it using mortar. This feels like a legit built in fireplace from the top of the chunky wood mantle that I made from a 3x8x10 red oak beam, the granite hearth below.
Very easy ordering process, and once set up, was amazed with how great and real it looked! It completely surpassed my expectations!! Very happy with this purchase!
We work very hard to ensure that we offer the absolute best prices online. If you find another legitimate online store that offers a lower prices on an identical item we stock (including shipping, tax, etc), we will beat the competitor's price by 10% of the difference! Please see below for complete details.
Please fill out the form below to find out if you qualify for the discount. In most cases you will receive a response within 1 business day.
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As soon as you place your order, you will receive a confirmation email. After that, we double-check if all items ordered are in stock and available for immediate shipment. If your order is available for the delivery within the advertised time frame, we will submit it for shipment to the warehouse. If the expected delivery time exceeds the advertised time frame, we'll reach out to you via email and/or phone to confirm the order.
Within 1 business day from the time the item has been shipped, you will receive an email confirmation with tracking number. If you would not receive tracking information within six business days of your order, feel free to follow up with us at firstname.lastname@example.org
Estimated Time of Arrival:
We typically deliver within 2-10 business days. Custom made products are usually delivered within 3-5 weeks. If the expected delivery date for your order would fall outside of the advertised 2-10 business day time frame, our customer service team will reach out to you to confirm if you are OK with that date.
All estimated delivery dates and shipping costs advertised on the website apply the the Contiguous United States only. Please contact our customer service team to discuss the time and cost of shipping to Hawaii or Alaska. We don't ship directly to Canada, but we can ship your order to the freight carrier of your choice.
It is very important that you inspect the packaging of your items when they arrive and check if you received all boxes listed on the delivery receipt.If you notice any damage or shortage of packages, you must make note of it on the bill of lading, take pictures, andrefuse delivery.Your note should say "refused due to damage". You must also take photos of all sides of the box and send them to us within 2 days. If there are no damages visible before opening the box, you must note "subject to further inspection may contain concealed damage". If you notice any damage after receiving the delivery, do not throw the box away, and contact us with the photos. After we receive information from you about the refused delivery or concealed damage, we immediately initiate a claim with the shipping company or with the manufacturer. After the claim is fully processed, we ship all replacements at absolutely no cost to you.
Cancellations & Refunds:
We can cancel your order at absolutely no cost to you before the shipping label or Bill of Lading has been created, or before production of a custom order has started. Custom made items are not eligible for refunds after production has started. To be eligible for a return, the item must be unused and in the same condition as you received it. It must also remain in the original packaging, and the packaging must be in a perfect condition. We do not charge restocking fees or return shipping fees. All eligible returns are 100% free. Orders delivered outside the United States are not eligible for refunds. If your order arrived damaged, "Damages" section applies. Our refund policy lasts 45 days. If 45 days have gone by since your purchase, unfortunately, we can’t offer you a refund. Please contact us email@example.com before returning an item to discuss shipping details. All refunds will be issued to the credit card or PayPal account you used for your purchase within 2 days after all returned items arrived at our warehouse.