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Frequently Asked Questions


Fireplace Shipping: What if it comes damaged?

Notate It. If you ordered a mantel package you will be required to be at home to receive your fireplace. If you notice any damage to the boxes or any holes in the boxes, please notate it when signing the bill of lading, and also take photos. It is your responsibility to notate damage when signing for the fireplace, or the freight company cannot be held responsible.

If you ordered an insert and it was delivered by FedEx, and you notice any damage to the packaging, please take photos and notify us immediately upon noticing damage to the actual product itself. We are not responsible for covering damage if it is signed for without notating the damage with the driver.

Please be responsible when signing the bill of lading, and do not be rushed to sign even if the driver is in a hurry. If you received a package with damage, after the driver leaves, inspect for damage and let us know if the product itself is physically damaged, or just the packaging. If it’s just the packaging it’s not a problem, but if the unit itself is damaged, then please take photos and contact us ASAP.

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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