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Frequently Asked Questions


“I won’t pay a restocking fee”

A restocking fee is actually a bad term. It’s actually more of a reconditioning fee. We are a small family business. Our fireplaces are all built by hand. When you return a product to us, we need to pull one of our limited number of assemblers off of the product line to inspect your product, make sure that it works, and repackage it with brand new boxes.

The packaging is surprisingly expensive, and the fee partly covers materials, as well as the time it takes us to process your return which is usually a few hours or more. We’re not trying to make money off of you, we’re just trying to cover our costs.

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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