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Frequently Asked Questions


Who pays shipping?

Yes. Like any other product purchased online, it can be returned if you do not like it. You will be responsible for repackaging the unit in the same way that it was shipped to you, and arrange shipping back to us using a similar shipping method or carrier.

You will be responsible for shipping fees of any non-defective unit, and the cost of shipping it to you is non-refundable, since that is a service that was performed. Shipping rates vary depending on where you’re located in the United States, but you can use or to get a better idea of what shipping prices would be from your area. Generally, it’s a few hundred dollars.

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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