Shipping Policy

Contact Information

Questions about the Shipping Policy may be directed to:

Business Name: The Fireplace USA

Customer Service Hours: Mon–Fri 9am–5pm PT

At The Fireplace USA, we aim to deliver your order as quickly and safely as possible. Below you’ll find important information regarding shipping timelines, delivery methods, and what to expect after placing your order.

1. Where We Ship

We currently ship within the Contiguous United States only. This excludes Alaska, Hawaii, Puerto Rico, and U.S. territories.
We also do not ship to P.O. Boxes or APO/FPO military addresses.

2. Order Confirmation

After placing your order, you will receive an email confirming that we have received your order and authorized your payment method.

If an item is unavailable or on backorder, we will notify you by email. If payment has not been captured, the authorization will be released.

3. Order Processing & Delivery Timeframes

Order Cutoff Time: 3:00 PM PT (orders placed after this time are processed the next business day)
Handling Time: 0–2 business days
Transit Time: 3–5 business days

Estimated Total Delivery Time: 3–7 business days

Note: All timelines are estimates based on typical carrier performance. Delays may occur due to factors outside our control, including freight availability, weather conditions, and delivery location.

4. Shipping Methods & Delivery Options

Free Curbside Delivery (Included for All Orders)

Delivery is made to the end of your driveway or curb.
The carrier is not responsible for moving items inside the property. Assistance may be required for large or heavy items.

Optional Delivery Upgrades (Additional Cost, Upon Request)

Threshold Delivery: Delivery to a porch, garage, or covered entryway
White Glove Delivery: Delivery to room of choice, minor assembly, and packaging removal

Availability and pricing vary by product and location. Please contact us for a quote.

Signature is required for all freight shipments. Please inspect your item before signing.

5. Shipping Carriers

Orders ship directly from manufacturers or authorized distribution warehouses using fully tracked and insured courier or freight services. Carriers may include FedEx, UPS, USPS, and major LTL freight providers.

6. Tracking Your Order

Tracking information will be emailed once your order ships. You may track your order at any time through our Order Tracking Portal or from your Shipping Confirmation Email.

If you have not received tracking information within 3 business days of placing your order, please contact our support team.

7. Address Changes

Address changes must be requested as soon as possible after placing your order.

Once an order has been processed or shipped, changes may not be possible. Any additional fees resulting from address changes (including re-routing, storage, or carrier charges) are the customer’s responsibility.

8. Receiving Your Shipment

Smaller Items (FedEx or UPS Ground)
No signature required — your package will be left in a suitable place near your door. Inspect it as soon as it arrives and report any damage within 24 hours by emailing support@thefireplaceusa.com.

Larger Items (Freight)
A freight carrier will call ahead to schedule a delivery appointment, typically a 3–4 hour window, Monday through Friday, 8am–5pm. An adult must be present to inspect and sign for the delivery.

Steps to follow when receiving freight:

Photograph the package before accepting it from the driver.
Confirm the shipment is addressed to you. If not, refuse it and contact us right away.
Inspect and count all items against the packing list. Note any discrepancies directly on the Bill of Lading. Circle any missing items and label them as "Missing".
Check for damage before signing. If you see any, write "Damaged" or "Subject to inspection" on the delivery receipt.
Take a photo of the delivery receipt with the added annotations (if any).

Don't rush to sign. Regardless of the visible condition, it never hurts to write "Subject to inspection" on the receipt in case damage is discovered later upon unboxing. Once signed clean, the carrier may be relieved of liability for damage or missing items, making a claim very difficult.

9. Missed Delivery Appointments

Please only schedule your freight delivery when you are available to receive it. If you miss a scheduled appointment, the freight carrier may begin charging storage fees, which will be passed on to you. If delivery is not rescheduled and any applicable storage fees are not paid within 2 business days, the shipment will be automatically returned to us.

Once the returned merchandise is received, we will issue a refund within 10 business days, deducting all costs incurred as a result of the missed appointment, including but not limited to storage fees, return freight charges, and original outbound shipping costs.

10. How to Report Missing Items/Damaged Orders

To maximize the likelihood of a successful damage or missing-item claim, please carefully follow the receiving instructions outlined in Section 8 when your shipment arrives. Properly documenting the shipment at the time of delivery provides the information and evidence needed to support a claim with the carrier or supplier.

If your shipment arrives damaged or with missing items, please email support@thefireplaceusa.com within 24 hours and include the following:

Clear photos of the shipment taken at the time of delivery
A photo of the annotated delivery receipt/Bill of Lading
Clear photos of the damages (if applicable)
A brief description of the damage

Items must remain unused and in original packaging, including pallets or crating where applicable.

When the damage or shortage is properly documented at the time of delivery, we can file a claim with the carrier or supplier on your behalf. Once the claim has been submitted, we will work with the appropriate party to investigate the issue and determine the appropriate resolution. Depending on the outcome of the investigation, this may include replacement parts, shipment of missing items, a replacement unit, or another appropriate resolution.

The Fireplace USA cannot be held responsible for damage claims where no notation was made on the delivery receipt, or where damage is reported more than 24 hours after delivery.

11. Lost or Missing Deliveries

If your order is marked as delivered but cannot be located:

Verify the shipping address on your order confirmation
Check all possible delivery locations
Confirm with household members or neighbors

If still missing, please contact support@thefireplaceusa.com. We will initiate a carrier trace or claim on your behalf. Investigations may take several business days. Resolution will be determined based on the carrier’s findings.