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?

  • Yes, you will receive a confirmation email immediately, and as soon as it ships out, another email with tracking information will be sent to you.
  • 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 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.