Shipping & Returns

Products ordered will be shipped from our warehouse within 24 - 72 hours of receipt of order by UPS, FedEx, or freight line unless a longer shipping time is stated in the availability section of the product page or there is a back order with our distributor.  Please include your street address with your order for delivery of your order.

We guarantee that the product(s) will arrive in new, good condition, as described on our website, or we will replace the product(s) or return the full purchase price of the product(s) including shipping. 

Delivery Responsibility & Liability for Concealed Damage for truck freight shipments.

RECEIVING YOUR SHIPMENT Customer is responsible for tractor trailer access. If an item is shipped and returned because it is not deliverable due to an incorrect address, non-access or the customer refuses the shipment; the customer will be responsible for shipping fees both ways.

SHIPMENTS VIA LTL CARRIERS Customers are responsible for proper inspection of the shipment at time of receipt. Failure to do a proper inspection will void any warranty and return policies with The Fireplace & Chimney Store. Concealed damage, (damage discovered after the shipment is received) if not identified immediately, may jeopardize the ability to file a claim with the shipping company. Customer will be responsible for checking shipment for any damage or shortages prior to signing for shipment. If packaging looks damaged or short at all, even the slightest, customer is responsible for noting it on the freight bill prior to signing for it. This is the only way a “concealed damage” claim can be made. Failure to sign a delivery receipt as damaged and/or with missing parts removes The Fireplace & Chimney Store, our distributors, and the delivering carrier from any liability. The Fireplace & Chimney Store and our distributors policy is to file a claim whenever this situation occurs as long as the damage is noted on the delivery receipt at time of delivery. Freight damaged items cannot be returned for any reason after signed for. Please hold all freight damage for inspection and we will notify you of disposition once claim has been determined. In the event that you have refused this shipment because of freight damage please notify all parties, for any other refusal will not be accepted and all freight charges to ship and return will be the responsibility of the consignee of the original shipment.  

ALL SHIPMENTS SHOULD BE INSPECTED UPON DELIVERY AND ANY DAMAGE OR DISCREPANCY REPORTED WITHIN 72 HOURS.

Please call our customer service department at 888-992-9889 if you have questions.

RETURN POLICIES EFFECTIVE October 1, 2020 UNTIL FURTHER NOTICE 

Due to our products being drop shipped from our distributors we must abide by their return policies and effective October 1, 2020 they are not accepting returns of any products.  Due to this any products you order as of October 1, 2020 are non-returnable.  

Please make certain that what you order is what you need as there will be no exceptions to this policy.