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Frequently Asked Questions


How will it be shipped?

Insert – The insert is shipped via FedEx. It will come in two boxes. The insert will be in one box and the logs will be in another box. FedEx will not call before delivering and they will not require a signature. Track your fireplace to ensure that you will be home on the day it will be delivered.

Mantel – Mantel packages are delivered with a freight and logistics company that is capable of handling a large heavy piece of furniture. It is not delivered with a common carrier like UPS or FedEx. Instead, it’s delivered with a specialized freight and trucking company. They will contact you prior to delivery (by phone) to set up a delivery appointment. They will allow you to pick a day during the work week and will advise of a 4-hour window for delivery. You will need to be there to sign for the delivery. If you notice any damage during delivery, please notate it on the bill of lading before signing and take photos of any damage you may see.

Do You Have Additional Questions?

We love talking fireplaces! Call us anytime at 615-844-3330 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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