Can I pick up my order myself?
Our fireplaces are shipped from several different warehouses. Please send us an email to firstname.lastname@example.org for information on a particular product. Make sure to include a complete name of the product and the state you are located in.
Can you guarantee delivery?
Generally, you should expect delivery within 2-12 business days of your order. However, we cannot guarantee the time that will take FedEx, UPS or a truck freight carrier to deliver your package. That is completely out of our hands and is determined exclusively by the workload and delivery schedul...
Can you ship to an island?
Our standard shipping only covers areas within the mainland US, curbside. You may contact us with your shipping address and we are happy to request a shipping quote for you. Based on our experience, there are very limited carriers who can deliver to the island and this service usually comes with ...
Do I have to be home when my order is delivered?
FedEx and UPS do not require a signature and will leave the package in a suitable place near your door.
For freight shipments, you have to be present at the time of the delivery to inspect the package and contents for damages and sign the delivery receipt.
Please refer to our Shipping Policy fo...
Has my order shipped?
We will send you tracking information within 1 business day of your order leaving the warehouse to the e-mail address you provide when checking out.
If you do not receive tracking information from us within 8 business days of your order feel free to follow up with us at email@example.com ...
How does the fireplace come when it is shipped to my home?
Smaller, lighter packages (under 100 lbs) generally ship in one carton via FedEx or UPS ground. Larger and heavier items will be shipped LTL freight. Ethanol and gel fuel is always shipped separately.
What shipping options do you offer?
We offer free standard shipping to the continental US. Lighter items get shipped UPS or FedEx Ground and larger items get shipped LTL freight. If you need a faster delivery or White Glove delivery, we can get you a quote. To get a quote, email firstname.lastname@example.org and include the name of the i...
When will my order get shipped?
Many items ship Same Day (if ordered by 11am EST, Monday-Friday). Transit times will vary, but delivery should be expected within 2-5 business days.
All other items should ship within 2-7 business days of your order date. Transit times vary depending on location, but you should expect delivery w...