Returns Policy

Customer Service Excellence at Fireplaceshoponline

At Fireplaceshoponline, we are wholeheartedly dedicated to delivering exceptional and personalized customer service within our industry. Our team of service representatives comprises experts in fireplace specifications and selections, and each member is empowered to ensure your experience is positive.

Return Policy: Fireplaceshoponline will gladly refund your purchase amount, minus return shipping charges, if you are dissatisfied with your purchase or if you simply change your mind.

Here are the key details of our return policy:

  • You must notify us of your intent to return within 30 days.
  • The item must be returned in a sellable condition in its original packaging.
  • Our return policy applies to cancellations made after an item has shipped or refusal at the time of delivery.
  • Return shipping charges for instances of buyer’s remorse will be your responsibility.
  • No restocking fee will be charged for items returned in their original packaging.
  • Refunds will be applied to the same payment method used for the original purchase.

Initiating a Return: To request a return authorization number and receive detailed instructions, please contact us via email at contact@fireplaceshoponline.com. Our customer service hours are as follows:

  • Monday-Friday: 8am-5pm PST

We will respond to your requests within 24 hours.

Damages or Defects: We are fully committed to ensuring your satisfaction with our products. Each order is meticulously inspected prior to shipment to guarantee that all items are in excellent condition before leaving our facilities. While our products are securely packaged to minimize the risk of damage, it is still possible for damage to occur during shipment.

Before signing for the shipment, we urge you to carefully inspect both the carton and its contents (please note that FedEx packages may not require a signature). Should you notice any damage, it is essential to note it on the bill of lading, refuse the shipment, and immediately contact us. You can reach us via email at contact@fireplaceshoponline.com.

Important Note: If there is no notation on the Freight Bill of Lading/Acceptance Log, we cannot be held responsible for the cost of repairs or replacements of damaged items. If you are unable to inspect the contents at the time of delivery, please make a notation on the lading indicating that there appears to be some damage to the contents and that you were not able to inspect them before signing. You then have 24 hours to initiate a damage claim with us.

If your fireplace seems defective upon use, please contact the manufacturer regarding your warranty. For warranty contact information, please refer to the manufacturer’s documentation.