Empire White Mountain Hearth Keystone 42" Direct Vent Premium Natural Gas Fireplace with Flush Face

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 $299.01 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 $299.00: $70.00 (Flat shipping fee)

Orders above $299.01: 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.

Return & Refund Policy

Order Cancellations

If you wish to cancel your order, please contact us as soon as possible - most orders ship within 1–3 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:

• Email: support@usfireplaceshop.com
  
• Phone: +1 (844) 643-8500 

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.). 

Return Policy

• Fireplaces or accessory items must be returned within 30 calendar days from the date of delivery.
  
• 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.
• Your refund will be issued to the original form of payment. Most banks process refunds within 3–5 business days.
  
• 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.
  
• 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) 643-8500  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.