Shipping & DeliveryDamage Claim Form
Covid-19 Shipping Updates
Currently we are experiencing very minor impact related to shipping. Below is a list of current impacts.
- Signature Required services are currently suspended
- Inside Delivery services are currently suspended
- Some carriers have reported issues making delivery in parts of California & New York
We will continue to monitor situations as we are notified and update this section accordingly. We’ll also communicate with you if your order is at all affected by any additional shipping changes. Thank you for your understanding and patience during this uncertain time.
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 electric fireplaces will ship via FedEx. Larger, heavier electric fireplace packages ship via a truck freight carrier. Ex: Estes Express, R&L Carriers, or YRC 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: click here for online status, email email@example.com for questions regarding order tracking or call 866.966.1122.
Our smaller, lighter electric fireplace products ship via FEDEX. 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. FedEx does not 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 firstname.lastname@example.org or call 888.867.6056.
Freight Truck Carrier Shipments:
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 drivers will assist in getting a shipment into a garage or carport. If you require Inside Delivery, please call us at 866.966.1122.
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 email@example.com or call 888.867.6056.
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. You will be able to select your preferred method of shipment during checkout. Please contact us with any questions or special requests.
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.