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Frequently Asked Questions

Shipping

How much notice will I have?

Insert – Several Days. If you ordered an insert then we will email you with the tracking information as soon as it is shipped. Your insert will be delivered with FedEx. Please track it once you receive the tracking information so that you know when your fireplace will be delivered. Please try to be home on that day or notify a neighbor or somebody else in your household to secure your package.

Mantel – A Few Days. The freight company will contact you at least 24 hours in advance to set up a delivery appointment. You will be able to pick a day and you will be given a 4-hour window. That way you will know when to be home to receive your fireplace. The freight company will not call you the day of delivery. Please be there on your designated appointment date within the window.

Do You Have Additional Questions?

We love talking fireplaces! Call us anytime at 800-558-8098 or chat with us on the web site. We can also be emailed at [email protected]. Usually phone calls and chat widget requests get the quickest replies.

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