Shipping & Delivery at Fireplaceshoponline

Free Shipping: We offer free shipping on orders that include fireplaces to most destinations via truck or courier service. Please note that this free shipping service covers delivery to the exterior of your home or condo lobby only, as most delivery services do not provide in-home delivery.

Fair & Wide Shipping:

• United States: Currently, we do not ship to Alaska, Hawaii, Puerto Rico, or the US Virgin Islands in the United States.
• Canada: For Canadian orders, we reserve the right to withdraw our offer of free shipping on any order where shipping costs exceed 15% of the product’s selling price. If you reside in an area not typically serviced by courier companies like Purolator, FedEx, or UPS, or if your chosen product incurs higher shipping costs due to its size, you may not qualify for free shipping. If we determine that free shipping cannot be provided to your location, we will promptly notify you within 2 business days. You will then have the option to either cancel your order with a full refund or proceed with the order, subject to additional shipping charges. If you have any questions regarding this policy, please reach out to us through our online chat or call us.

Shipping Timeframe: Once your order is received, we initiate processing immediately. Typically, orders are processed within 2-5 business days. Upon shipping, you will receive a Shipment Confirmation email containing a tracking number.

For most of our items, which are large and heavy, we use freight truck carriers for shipment. Delivery usually takes between 4 and 8 business days from the time your order leaves our warehouse. When your shipment arrives at a nearby terminal, the freight carrier will contact you to schedule a delivery appointment. Delivery appointments often offer windows (usually 2-4 hours) between 8:00 am and 5:00 pm EST, Monday through Friday.

To ensure a smooth delivery process, please provide a contact phone number when placing your order and keep your phone accessible. You will be contacted to schedule a delivery time.

As per the trucking industry standard, “Home Delivery” denotes “curbside delivery” in a residential area. You may require assistance to move the package indoors or may choose to unbox the shipment and transport each piece individually. Some drivers may assist in placing the shipment in a garage or carport.

Receiving Your Shipment: Please note that your signature on the delivery receipt legally confirms that you received the order in good condition. It is crucial to inspect the product before signing the delivery receipt. If you discover any damage, please write “CONTENTS DAMAGED” on the delivery receipt before signing. This will facilitate the resolution of damage claims.

Damages or Defects: Before signing your order, please thoroughly inspect the shipment and its contents. If you encounter any damage, take a photo, refuse the shipment, and contact us immediately.

For any freight carrier damage, please notify us within 24 hours at contact@fireplaceshoponline.com or call.

If your product appears to be defective upon use, please reach out to the manufacturer to inquire about your warranty.