Shipping and Delivery
Free shipping and delivery on orders with fireplaces to most destinations via truck or courier service.
If you live in a remote area or are ordering a very large or heavy product, please see below for our Far and Wide Shipping program below.
PLEASE NOTE: Free shipping and delivery is to the exterior of your home or condo lobby only. Most delivery services will not bring the package into your home.
Far and Wide Shipping and Delivery
United States
At this time we do not ship to Alaska, Hawaii, Puerto Rico, The San Juan Islands (WA) or the US Virgin Islands in the United States.
Canada
We reserve the right to withdraw our offer of free shipping and delivery on any order for which the cost of shipping will exceed 15% of the selling price of the product. If you live in an area not normally serviced by courier companies like Purolator, FedEx or UPS, you may not qualify for free shipping.
If your preferred product is particularly costly to ship due to its size, it may not qualify for free shipping to your location. We will notify you within two business days if we find that we are unable to provide free shipping of your preferred product to your preferred location. That that time, we will provide you with a quote for shipping to your location, or the closest shipping depot, less a shipping discount equal to 20% of the value of your product. You will then have the option to cancel the order with a full refund or proceed with the order with additional shipping charges. If you have any questions about this policy, please open an online chat with us or call us at 319-777-6045.
When is my Order Shipped?
As soon as we receive your order, we start working on it right away! The confirmed order will be processed within 1-3 Business Days.
Once shipped, you will receive a Shipment Confirmation email with a tracking number.
Most of our items are large, heavy and will be shipped on a freight truck carrier. For Truck Freight shipments, delivery usually takes between 4 and 8 business days from time 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.
A contact phone number will be required at the time an order is placed in order to ensure proper delivery. Please keep your phone available. You will be contacted to schedule a delivery time.
Delivery = Curbside
**Please note, this is curbside delivery only and the freight company will not move the shipment. If additional assistance is needed to move your order to another location, please take this into consideration and make the necessary arrangements prior to or once delivery has been scheduled.**
Receiving Your Shipment
When receiving your shipment, your signature on the shipping and delivery receipt legally states that the order was received in good condition.
It is very important for you to inspect the product prior to signing the delivery receipt. If you find any damage, please write “CONTENTS DAMAGED” on the delivery receipt then sign. This will make the damage claims easier to resolved .
Damages or Defects
All orders are inspected prior to shipment to ensure all items are in excellent condition before leave our facilities. Although our products are packaged securely, damages may occur during the shipment.
Please take the time to inspect the shipment and contents before sign for your order. If you find any damage, please take a picture, refuse the shipment and contact us immediately.
Freight Carrier Damage: Please notify us within 24 hours by email or call 1-800-986-1864.
If your product appears defective upon use, please contact the manufacturer about your warranty. See our Return Policy page for more information.
