Return & Refund Policy
Order Cancellations
If you wish to cancel your order, please contact us as soon as possible - most orders ship within 1β3 business days.
Your cancellation is only considered once you receive confirmation from us by phone or email.
Once an item has shipped, our Returns Policy will apply. Please note that a restocking fee of up to 25% may be charged on shipped orders.
To request a cancellation, contact us via:
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Email: support@usfireplaceshop.com
- Phone: +1 (844) 643-8500Β
Return Eligibility
At US Fireplace Shop, we strive to ensure your complete satisfaction with your fireplace purchase. If for any reason you need to return a fireplace item, please review our refund policy below.
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 its original packaging with all materials (manuals, instructions, warranties, accessories, etc.).Β
Return Policy
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Fireplaces or accessory items must be returned within 30 calendar days from the date of delivery.
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Proof of purchase (order confirmation or receipt) is required.
- Custom or special-order fireplace items may not be eligible for return. Please check your product details or contact us for clarification.
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Your refund will be issued to the original form of payment. Most banks process refunds within 3β5 business days.
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For payments made via bank wire or check, refund checks will be mailed to you. Refund checks are valid for 90 days from the date of issuance.
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If the product you returned is not eligible for a refund, we will notify you as soon as possible.
- Shipping costs and a 25% restocking fee will be deducted from the refund.
Return Process
Contact customer support at +1 (844) 643-8500Β Β 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.
Received Damaged Products
If your order arrives damaged, you must notify us within 48 hours of delivery by phone or email. Please provide your order number, photos of the damage, and any packaging materials for claim purposes. We will arrange for a replacement or refund once the damage claim is approved. Damaged items must be kept in their original packaging until the claim is resolved. The order must be opened and checked in the presence of the delivery driver.
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