Shipping Policy
We strive to make the ordering process as straightforward as possible. For any questions regarding your order, feel free to call us at +1 (844) 643-8500 or email us at support@usfireplaceshop.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 Shop 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 $199.01 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 $199.00: $70.00 Flat shipping fee
Orders above $199.01: 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.
Please note that the default Shipping includes a curbside delivery (Delivered to your curb, typically next to the mailbox. You will be responsible for moving and assembling.)
Damages:
It's important to inspect the packaging of all items upon arrival and ensure all boxes listed on the delivery receipt are received. If you notice any damage or missing packages, make a note on the bill of lading, take pictures & videos, and refuse delivery. The note should state "refused due to damage."
If there is no visible damage before opening the box, note "subject to further inspection, may contain concealed damage." By signing a freight delivery without noting any issues, you accept the product as-is and release the seller from liability.
If you discover damage after receiving the delivery, keep the packaging intact and contact us with photos and videos of all sides of the packaged goods within 2 business days. We cannot process your claim if images & videos are not provided within this timeframe. Once we receive your information about the refused delivery or concealed damage, we will initiate a claim with the shipping company or manufacturer and ship replacements at no cost to you.