FAQs

Shipping, Delivery, and Returns

Shipping and Returns Policies

How long until my order ships?

  • As soon as the order is received, we process your order and work with our warehouse partners to get your order packaged and shipped within 24-48 hours. 

Will I get tracking information?

  • Once your order is processed, packaged, and ready to ship, the warehouse team prepares the order for pickup.  As soon as the package is picked up, the logistics company provides the warehouse with tracking information for your order.  The warehouse team gathers that information and enters it to our system at the end of the day, where our system will automatically forward the tracking number and link to you.  This way, you can see where your order is at any time.  This whole process on average takes 2-3 business days. 

Do I need to be home for delivery?

  • If you purchased a fireplace from us, the freight company we hired to deliver your purchase will contact you for a good time and date for delivery. Typically, if your purchase is being shipped via FedEx ground you do not need to be home. We always ask that you make sure your purchase has arrived undamaged prior to the delivery service leaving your home.  

What happens if my product is delivered damaged?

  • If you receive a damaged package during, we can help.  
  • Please inspect the packaging of your item(s) when they arrive.  If you notice any damage, you should make note of it when signing for delivery.  If you item(s) do arrive damaged, please send photos to support@atlasfireplaces.com and we will process an insurance claim on your behalf.  We will also work with you on getting a replacement, if necessary.
  • Please read more under shipping damage on the returns policy page.

General Questions

When will you charge my credit card?

  • Your card is charged only after we confirm the item(s) are in stock and available to ship to you. You will be notified when your card is charged.

Am I getting the best price?

  • We at Atlas Fireplaces operate by our core standard - to provide top shopping experience and quality products at the best value, without compromising on our customer service. Like any online retailer, we are bound to abide by a Minimum Advertised Price policy, meaning we cannot advertise below the recommended price.  However, we are able to provide great deals, additional discounts, free shipping, new promotions, and a 100% Pricing Guarantee.  
  • If you have more questions, reach out to us at support@atlasfireplaces.com.  You can also use our Live Chat feature during regular business hours. 

Do you have a showroom?

  • We do not have a showroom, and are 100% online. By staying entirely online, we are able to eliminate all the costs that would be associated with a physical showroom, and pass those savings on to you.

Do you install fireplaces?

 Do you charge sales tax?

  • We only charge sales tax on products shipped into Texas

General Product Questions

Can I keep my fire pit table outside year-round?

  • Generally, yes! The materials that the tables are made from are weather resistant, allowing durability from the elements.  That being said, it is still recommended that you get a corresponding cover for extra added protection to elongate the life of the product.

Can I roast marshmallows on my gas fire table?

  • Yes you can.  However, this appliance is UL listed as decorative gas appliance, not a cooking appliance. Any residue from the food should be cleaned off the germs and burner, as it will clog the burner ports and prevent a proper burn.

What does NG abbreviation mean?

  • NG is an abbreviation for natural gas.

What does LP abbreviation mean?

  • LP is an abbreviation for liquid propane (propane).

How do I know what is included with my fireplace?

  • Please read the description carefully. All of the available options are listed on the product page. All available accessories are listed under the Accessories tab.

How long do LEDs last on an electric fireplaces?

  • The expected life span for LED on an electric fireplace is 20 years.  

Does an electric fireplace require any venting?

  • Electric fireplaces do not require venting, as they use electricity and LED lighting to produce a beautiful fire display. There is not output so no venting is required. 
  • Electric fireplaces are a great addition to any home as they are naturally safe for children and pets, and go great in any home, condo, or apartment.

What is the difference between a vented and vent-free fireplace?

  • A vented fireplace draws air (oxygen) for combustion either from the outside (direct-vent) or inside (b-vent), and then vents the gasses outside, such as through a chimney. A vent-free fireplace draws air from the inside for combustion and is designed to burn clean and efficiently, so there is no need for venting. Please read our Gas Log Buying Guide for a more comprehensive answer

How long will my propane tank last?

  • The length of time is really a variable of what burner you have. On average, you could expect a 20 LB. Propane tank to last between 6-12 hours running on high.

What is the difference between Millivolt and Electronic ignition systems?

  • The advantage of using a millivolt ignition is that no electrical power (or connection) is needed to light your fire. This design consists of constantly leaving a small flame on (pilot). Another great thing about the millivolt is that since it doesn’t need electricity, the heater can be in areas where no electrical service is readily at hand. Electronic ignition requires a small battery (AA or AAA) or electrical connection with a converter to start the fire. No pilot flame is needed. Read more at the bottom of Gas Log Buying Guide for a more comprehensive answer

What does UL listed mean?

  • “UL is a global independent safety science company with more than a century of expertise innovating safety solutions from the public adoption of electricity to new breakthroughs in sustainability, renewable energy, and nanotechnology. Dedicated to promoting safe living and working environments, UL helps safeguard people, products, and places in important ways, facilitating trade and providing peace of mind.”
  • Essentially for a product to become UL Listed, it must go through several tests and meet high safety standards. Read below to find out more about these requirements.
  • Rain – Since the product is intended for outdoor installation, a rain test is conducted to confirm all gas components, electrical components, etc. do not see water impact and the unit will continue to operate after being subjected to a rain impact.
  • Corrosion – Verifies that the type of metal used is protected from outside elements that could lead to rusting and impact the unit’s structural integrity.
  • Wind – Since the unit is intended for outdoor installation, wind testing is conducted to confirm that the burner flame and igniter flame are protected from extinguishment of a wind impact. This is critical for a match light ignition where there is no safety shutoff of the valve in the case of wind blowing out the burner.
  • Clearances to combustibles – During the Wall, Floor, and Ceiling Temperature Testing, the unit is installed with combustible walls located at the manufacturers minimum clearance to surrounding combustible construction. This test is conducted to confirm that the surrounding combustible construction does not exceed the minimum allowable temperature limits, which could cause ignition of the combustibles if too close to the unit.
  • Material testing –All components are investigated for temperature and operation to confirm acceptability.

Why are some fireplace add-ons required? Why aren’t the required add-ons reflected in the advertised price?

  • This happens when the manufacturer provides several options to complete a fireplace instead of building a single straightforward model. For example, gas fireplaces often require a firebox, burner system, and gas logs. The firebox would be the base price we advertise, but you’d still need to select a burner system, and gas logs to complete your purchase. These “add-ons” are offered in many different varities and combinations. This causes the cost to vary based on your selections.

Warranty and Replacement Parts Information

Warranty 

  • All warranty repairs must be performed according to the manufacturer’s guidelines. If a warranty issue arises, a warranty authorization must be obtained before performing any repairs. Please do not return warranty parts without first obtaining a Return Authorization. To obtain a Return Authorization, you must contact one of our Customer Support Staff members at returns@atlasfireplaces.com. Have the following information ready:
Invoice Number
Model number
Serial number
Date of Sale
Part required and description of the problem.

Replacement Parts

  • If requesting replacement parts please have the following information ready:
Model Number
Serial Number
Part required and description of the problem.