Fireplaceorder.com is happy to offer a 30-day “no-hassle” return policy. You must call our customer service department at 800-349-1185 to schedule your return. All returns must have a Return Authorization number provided by our customer service department or it will be subject to a 25% restocking fee. Returned items must be in new, unused condition and still in the original packaging. The customer is responsible for shipping costs to return the product.
Note: Some products have a no return policy. Orders marked custom, as-is, clearance, or special cannot be returned.
Damaged or Defective Product
Please inspect your shipment thoroughly upon delivery. If the product arrives damaged, please contact us immediately. Damage claims must be filed within five (5) days of the delivery date. If your product arrives by a freight carrier, the driver will ask that you sign an acceptance letter acknowledging the product has been received in good condition. If you notice damage or the potential of concealed damage, please write this on the acknowledgement. By documenting damage via notes and pictures, you can expedite any claims.
If your product arrives with missing parts, please contact our customer service department at 800-349-1185 to arrange for replacement parts.
If you refuse delivery of a product without cause or justification, it will be treated as a returned item and is subject to our return policy.