Shipping and Returns
We are currently offering Free Shipping on the majority of our items for a limited time. This offer is good for the lower 48 US located in the continental US. (all other locations including Alaska, Hawaii, Canada, and Puerto Rico will be quoted).
How will my order ship?
We will ship your order using the fastest and most reliable method. Generally our smaller, lighter fireplaces will ship via FedEx or UPS. Larger, heavier fireplace packages ship via a truck freight carrier. Ex: Yellow Freight, Roadway, or FedEx Freight.
When your order ships, we will notify you via email. Included in your email will be a tracking number for your shipment. We encourage you to track your package online or on the phone with the carrier. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment.
Order status: email shipping@FireplaceFeatures.com for questions regarding order tracking or call 855-255-3200.
FedEx / UPS Shipments:Our smaller, lighter fireplace products ship via FEDEX or UPS. Depending on how close you are to the shipping warehouse, your item will arrive between 2 and 5 business days after it leaves the warehouse. Neither FedEx or UPS typically require a signature and will leave the package in a suitable place near your door.
FedEx Damage: Please notify us within 24 hours at damage@FireplaceFeatures.com or call 855-255-3200.
Freight Truck Carrier Shipments:Larger, heavier fireplace items or packages ship via freight carrier. As defined by the trucking industry, Home Delivery means "curbside delivery" in a residential area. You may need assistance to move the package indoors or you might unbox the shipment and carry each piece inside individually. Some drivers will assist in getting a shipment into a garage or carport. If you require Inside Delivery, please call us at 855-255-3200.
For Truck Freight shipments, delivery usually takes between 3 and 6 days from when your order leaves the warehouse. When your shipment arrives at a nearby terminal, you will be contacted by the freight carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 2-4 hours) between 8:00 am and 5:00 pm EST, Monday through Friday.
"NOTE: The most important thing to remember about truck freight is that when you sign for the delivery you are legally accepting the product as delivered in good condition. Therefore, it is extremely important that you inspect the product prior to signing the delivery receipt. If there is damage to the carton or the product, please write "CONTENTS DAMAGED"clearly on the delivery receipt that the driver is asking you to sign, then sign. This insures that your damage issue will be easily resolved.
Freight Carrier Damage: Please notify us within 24 hours at damage@FireplaceFeatures.com or call 855-255-3200.
Inside Delivery:Free Curbside Delivery is standard on your order. Inside Delivery is available on all items that ship via freight carrier for an additional charge of $95.00. Inside Delivery consists of product placement inside your ground floor threshold. If you require inside delivery, please contact us at 855-255-3200 when you place your order. Please contact us with any questions or special requests. orders@FireplaceFeatures.com
Receiving Your Shipment:
We are committed to making sure you are satisfied with our products. Your order is inspected prior to shipment to ensure all items are in excellent condition before they leave our facilities. Although our products are packaged securely to prevent any damage it's possible that in rare cases, damages may occur during shipment.
Before signing for the shipment inspect the carton and contents. You should have a knife, hammer, pry bar and wire cutters on hand to help open the carton. Should you notice any damage, please note it on the bill of lading, refuse the shipment and contact us immediately.
NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the freight delivery receipt. If you are unable to inspect the contents at the time of delivery, prior to signing note on the delivery receipt “CARTON DAMAGED” if there are any blemishes, scuffs, crinkles, tears, rips, wetness, etc. The contents can be damaged by mishandlings such as drops that may only blemish the carton slightly. Immediately, within 24 hours of delivery, contact us regarding any damage.
Fireplace Features is committed to providing the most outstanding and personalized customer service in our industry. Our service representatives are experts in fireplace specification and selection. Each member of our team is empowered to make your experience a positive one.
Damages or Defects:
We are committed to making sure you are satisfied with our products. Your order is inspected prior to shipment to ensure all items are in excellent condition before they leave our facilities. Although our products are packaged securely to prevent any damage it is possible that damages may occur during shipment. Before signing for the shipment inspect the carton and contents (note: FedEx packages may not require signature). Should you notice any damage, please note it on the bill of lading, refuse the shipment and contact us immediately, email damages@FireplaceFeatures.com. or call 1.855.255.3200. Prior to delivery we will email you complete delivery acceptance instructions.
NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the Freight Bill of Lading/Acceptance Log. If you are unable to inspect the contents at the time of delivery, make a notation on the lading that there appears to be some damage to the contents and that you were not able to inspect the contents before signing. You then have 24 hours to initiate a damage claim with us.
If your fireplace appears defective upon use, please contact the manufacturer about your warranty. Warranty contact information
Fireplace Features will refund your purchase amount minus return shipping charges and a 5% restocking fee should you be dissatisfied with any fireplace package.
- You must notify us of your intent to return within 30 days.
- The item must be returned in sellable condition in the original packaging.
- Our return policy applies to cancellations made after an item has shipped or refusal at time of delivery.
- You will be responsible for return shipping charges.
- There is a 5% restocking fee charged for items returned in their original packaging.
- Refunds will be applied to same payment method used when original purchase was made.
To request a return authorization number and instructions:
Hours: 8am-7pm CST Monday-Thursday • 8am-5pm CST Friday • 10am-3pm CST Saturday
We will respond to your requests within 24 hours.