The Fireplace USA is an online retailer specializing in fireplaces and hearth products. We work directly with manufacturers and authorized distributors to offer curated products, transparent pricing, and nationwide delivery across the contiguous United States, with customer support based in the U.S.

Yes. The Fireplace USA works directly with manufacturers and authorized distribution partners. Products are sourced from manufacturer facilities or approved warehouses, ensuring authenticity, valid manufacturer warranties, and compliance with brand pricing and fulfillment requirements.

Before ordering, review the product page for specifications, return eligibility, and estimated shipping times. Confirm measurements, electrical or gas requirements, and delivery access at your location. If you have questions about availability, customization, or delivery options, contact us before placing your order.

Tracking the status of your order is easy. Once your order has been processed and shipped, you will receive a confirmation email containing a unique tracking number. You can track your shipment at any time using our Order Tracking Portal. If you do not receive tracking within 4 business days for an in-stock item, please contact us at support@thefireplaceusa.com.

We understand that circumstances may change. You may cancel or modify your order free of charge before it ships, except for non-stock, custom, or made-to-order items. Once an order has shipped or entered production, it can no longer be cancelled or modified and will follow our return policy instead.

Please contact us via email or phone to initiate a modification or cancellation.

We accept major payment methods including Visa, Mastercard, American Express, PayPal, Amazon Pay, Apple Pay, and Google Pay. Available options may vary depending on your device and checkout eligibility.

Yes. Free curbside shipping is included on all orders within the contiguous United States. Optional services like threshold or white glove delivery may be available upon request for an additional fee, depending on the product and delivery location.

Curbside delivery means your order is delivered to the end of your driveway or curb. The carrier does not bring the item inside. If you require delivery beyond the curb, please contact us about threshold or white glove delivery options. Additional charges apply.

Most in-stock orders process and ship within 1–3 business days. Transit typically takes 3–7 business days. In total, you can expect delivery in about 4–10 business days.
You can stay updated on your shipment’s progress at any time through our Order Tracking Portal.

No. We currently ship only within the contiguous United States. We do not offer shipping to international destinations, U.S. territories, Alaska, or Hawaii at this time.

Inspect the packaging and item immediately upon delivery. Note any visible damage on the delivery receipt before signing. If there is damage, report it to support@thefireplaceusa.com within 24 hours with photos and details to qualify for a freight claim.

We understand how frustrating that can be. Start by checking the tracking email we sent. If tracking hasn’t updated or your order appears lost, contact support@thefireplaceusa.com. We’ll work with the carrier or manufacturer to investigate and provide updates or assistance.

We’re sorry this happened.
But be assured, your order is insured during shipping. Please email support@thefireplaceusa.com within 24 hours of delivery with photos/videos of the damage, packaging, SKU label, and a brief description. Timely reporting allows us to file a freight claim and review resolution options.

Please check your tracking email, as items may ship separately. If something is still missing, contact support@thefireplaceusa.com with your order number and details, and we’ll investigate with the carrier or manufacturer right away.

First, review the product manual and installation guide to confirm proper setup. If the issue continues, contact support@thefireplaceusa.com. If your product is covered by a manufacturer warranty, you may be eligible for repair or replacement through the manufacturer.

Unopened and unused items may be returned within 30 days of delivery. Return shipping and a 20% restocking fee apply. Non-stock, custom or made-to-order items are final sale. An RMA is required before returning any item.

For more information, please see our full Refund and Return Policy.

To initiate a return, email support@thefireplaceusa.com with your order number and reason for return within 30 days of delivery. Once approved, we'll send return instructions. Return shipping and restocking fees apply. Unauthorized returns may be refused.

Yes. Because we offer free outbound shipping on all orders, return shipping costs are the customer’s responsibility. Approved returns are subject to a 20% restocking fee, which helps cover return handling and manufacturer processing costs.

Yes. Most products include a manufacturer’s warranty of one year or longer, depending on the brand and model. Warranty coverage varies by product. If you’re unsure whether a specific item is covered, please contact our team for confirmation.

Warranty registration is handled directly by the manufacturer. After delivery, follow the instructions included with your product or visit the manufacturer’s website to register. Warranty terms and registration requirements vary by brand—please refer to the product page for details.

Manufacturer warranties cover defects that emerge under normal use. They do not cover installation errors, accidents, or misuse. Coverage terms vary by brand and product — refer to the product page or manufacturer documentation for details.

No. The Fireplace USA is an online-only retailer and does not provide or coordinate installation services. We recommend hiring a licensed and qualified installer and ensuring all work complies with local building and electrical or gas codes.

Product manuals and installation guides are typically available at the bottom of the product page or on the manufacturer’s website. Links are often included on the product page. If you need help locating them, contact support@thefireplaceusa.com.