As soon as you place your order, you will receive a confirmation email. This means that we have received your order in our system and pre-authorized your credit card or PayPal for the purchase. After that, we double-check if all items ordered are in stock and available for immediate shipment. If your item(s) are available for the delivery within the advertised time frame, we will process the charges and submit the order 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, and refuse delivery. By signing the delivery receipt without noting any damages, you agree to receive items as they are and release US Fireplace Store from all damage liabilities and costs. 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, but you feel that the item inside may be damaged, you must note "subject to further inspection may contain concealed damage". If that’s the case, 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 proceed with an insurance claim. After the claim is fully processed and we receive money from the insurer, we ship all replacements at absolutely no cost to you. If the insurance company denies the claim, we won’t be able to issue a refund.
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. After that, you will need to cover shipping costs both ways and pay a 25% restocking fee in order to return your items and receive a refund. 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. Orders delivered outside the United States are not eligible for refunds. If your order arrived damaged, "Damages" section applies. Our refund policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund. Please contact us at 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.