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Frequently Asked Questions


What if I have thrown away the boxes?

Units cannot be returned for any reason if the original boxes and packing material have been thrown away.

We engineer the boxes specifically for this unit so that it can withstand being shipped without being damaged in transit, as this puts great stress upon the product.

It’s impossible to ship the product back without the original boxes and no returns will be accepted under any circumstance without them.

We do not ship replacement boxes, so keep yours until you are sure you wish to keep the fireplace.

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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