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 PST

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: 5:00 PM PST (orders placed after this time are processed the next business day)
Handling Time: 1–3 business days
Transit Time: 3–7 business days

Estimated Total Delivery Time: 4–10 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.

If you have not received tracking information within 4 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. Damaged Orders

Please inspect your shipment at delivery.

If visible damage is present:

Note the damage on the delivery receipt before signing
Take clear photos of the packaging and product
Email support@thefireplaceusa.com within 24 hours

Your email should include:

Clear photos and/or video of the damage
A photo of the product label
A brief description of the damage

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

If reported within 24 hours, we will review the claim and determine an appropriate resolution, which may include replacement parts, a replacement unit, or other corrective action.

Damage reported after 24 hours is not eligible for refund, replacement, or discount. Replacement parts may be purchased separately as a standard order.

Important: Failure to note visible damage at delivery may impact claim eligibility. For your protection, we recommend thoroughly inspecting and photographing the delivery before signing, even if no damage is immediately visible.

9. 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.