We strive to make the ordering process as straightforward as possible. For any questions regarding your order or an item, feel free to call us at 1-844-920-0855 or email us at support@usfireplacedepot.com during our regular business hours.

Order Confirmation:
Upon placing your order, you will receive a confirmation email. We will then verify that all items are in stock and ready for shipment. If your order can be delivered within the advertised time frame, it will be processed and sent to the warehouse for shipment. If the delivery time exceeds the advertised time frame, we will contact you via email and/or phone to confirm the order.

Order Processing:
Orders are processed usually within 24 to 48 business hours after your payment is verified and approved. Your items will be shipped as quickly as possible. Please note that shipping times indicate the time it takes for your package to arrive after it has been shipped, not from the date you place the order. Processing and shipping times exclude weekends and holidays.

If your order is urgent, we recommend contacting us to confirm product availability. In rare cases, if an item is unavailable or on backorder for an extended period, we will notify you promptly. Receiving an order confirmation does not guarantee acceptance of your order. US Fireplace Depot reserves the right to accept or decline any order for any reason and may require additional verification before processing.

Order Shipment:
You will receive an email with a tracking number within one business day after your item has been shipped. If you haven't received tracking information within 7-10 business days of placing your order, please reach out to our customer service team.

Estimated Time of Arrival: Our standard delivery time is 7-14 business days. For custom-made products, the delivery timeframe is typically 4-12 weeks. If the estimated delivery date for your order falls outside the expected 7-14 business day range, our customer service team will reach out to confirm whether it is acceptable.

Areas Covered & Shipping Costs:
All estimated delivery dates and shipping costs advertised on our website apply only to the contiguous United States (the Lower 48 states). We provide free shipping on orders over $300.00 in our online catalog with standard ground delivery to the contiguous United States (some exclusions may apply). Items marked as "Free Shipping" qualify for this offer, but expedited shipping is not available for free.

Orders below $299.99: $70.00 Flat shipping fee  
Orders above $300.00: Free shipping

For shipping to Hawaii, Alaska, or U.S. territories, additional shipping charges will apply, even if the item is listed as "Free Shipping." After you place your order, we will contact you with the shipping costs and arrange payment for the extra charges. If you need shipping estimation, please contact our customer service team to discuss time and cost. We do not ship internationally, but we can deliver to a freight forwarder of your choice.

Damages: Please refer to the "damages section" on our shipping & returns policy full page.

Cancellation & Returns:
Order Cancellations: Orders canceled within 24 hours are free to cancel. So cancellations must be made promptly. Orders canceled after 24 hours will incur a 3% cancellation fee to cover credit card transaction fees. To officially cancel an order, you must receive confirmation via phone or email. If the order has shipped, the buyer is responsible for return freight costs (both directions) and a 25% restocking fee. The refund will be issued to the original credit card within 2 business days after the warehouse receives and inspects the returned item.

Return Eligibility: Items can be returned within 30 days of receiving the order for an exchange, credit, or refund. The product must be unused, in new condition, and in its original packaging with all materials (manuals, instructions, warranties, accessories etc.). If your order arrived damaged, please refer to the "Damages" section.

Non-Returnable Items: Customized, upgraded, or modified products. Products with opened packaging. Products eligible for parts under manufacturer warranty.

Return Process: Contact customer support at 1-844-920-0855 to request a Return Authorization Number (RA#). Returns without a Return Authorization Number will not be accepted. The customer is responsible for return shipping costs, including adequate packaging, insurance, and using a reliable carrier with tracking.

Refunds on returned items: Refunds will include the original purchase price minus shipping costs and a 25% restocking fee. Refunds are issued to the original payment method after the warehouse inspects and approves the return. Returns missing parts, packaging, or materials, or those not in resalable condition, will not qualify for a refund. If a credit card refund is not possible, we will issue a direct deposit.