Our Shipping Policy

Larger, heavier electric 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 carriers can assist in getting your delivery into a garage or carport. If you are interested in this, please call us to check availability in your area and place your order.

For Truck Freight shipments, your item will typically arrive at your local freight terminal within seven business days of shipment. The freight carrier will then contact you to schedule a residential delivery appointment. Most companies offer appointment windows (usually 2-4 hours) between 8:00 a.m. and 5:00 p.m., Monday through Friday. You can also contact the freight carrier directly to schedule a time. Your Shipping Confirmation Email will have the selected Freight Company and contact information.

NOTE: The most important thing to remember about truck freight is that when you sign for the delivery, you legally accept the product as delivered in good condition. Therefore, it is extremely important that you inspect the package for any visible damage before 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 ensures that your damage issue will be easily resolved.

We are committed to making sure you are satisfied with our products. Your order is inspected before shipment to ensure all items are in excellent condition before leaving 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 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 cannot inspect the contents at the time of delivery, before 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 mishandling, such as drops that may only blemish the carton slightly. Immediately, within 24 hours of delivery, contact us regarding any damage.