Shipping & Returns

Shipping Policy

Shipping Costs

There is a shipping charge of $9.95 for orders totaling up to $300 and a shipping charge of $24.95 for order totaling $300 or more. 

Shipping Policies 

Products ordered will be shipped from our distributors warehouses within 24 - 72 hours of receipt of order by UPS, FedEx, or freight line unless a longer shipping time is stated in the on product page or there is a back order with our distributor.  Please include your street address with your order for delivery of your order.

We guarantee that the product(s) will arrive in new, good condition, as described on our website, or we will replace the product(s) or return the full purchase price of the product(s) including shipping. 

Delivery Responsibility & Liability for Concealed Damage for truck freight shipments.

RECEIVING YOUR SHIPMENT Customer is responsible for tractor trailer access. If an item is shipped and returned because it is not deliverable due to an incorrect address, non-access or the customer refuses the shipment; the customer will be responsible for shipping fees both ways.

SHIPMENTS VIA LTL CARRIERS Customers are responsible for proper inspection of the shipment at time of receipt. Failure to do a proper inspection will void any warranty and return policies with The Fireplace & Chimney Store. Concealed damage, (damage discovered after the shipment is received) if not identified immediately, may jeopardize the ability to file a claim with the shipping company. Customer will be responsible for checking shipment for any damage or shortages prior to signing for shipment. If packaging looks damaged or short at all, even the slightest, customer is responsible for noting it on the freight bill prior to signing for it. This is the only way a “concealed damage” claim can be made. Failure to sign a delivery receipt as damaged and/or with missing parts removes The Fireplace & Chimney Store, our distributors, and the delivering carrier from any liability. The Fireplace & Chimney Store and our distributors policy is to file a claim whenever this situation occurs as long as the damage is noted on the delivery receipt at time of delivery. Freight damaged items cannot be returned for any reason after signed for. Please hold all freight damage for inspection and we will notify you of disposition once claim has been determined. In the event that you have refused this shipment because of freight damage please notify all parties, refusal for any other reason will not be accepted and all freight charges to ship and return will be the responsibility of the consignee of the original shipment.  

ALL SHIPMENTS SHOULD BE INSPECTED UPON DELIVERY AND ANY DAMAGE OR DISCREPANCY REPORTED TO THE FIREPLACE & CHIMNEY STORE WITHIN 72 HOURS OF DELIVERY.

Please call our customer service department at 888-992-9889 if you have questions.

Return Policy

Overview

At The Fireplace & Chimney Store, we are committed to ensuring our customers' satisfaction. This Returns Policy outlines the terms and procedures for returning products purchased from our store.

Return Eligibility

  • Time Frame: Returns must be initiated within 7 business days on Parcel items; 3 business days for freight.
  • Condition of Product: Items must be returned in their original condition, unused, and in the original packaging. Damaged or altered products will not be eligible for a return.

Return Process

  • Initiating a Return: To start the return process, contact our customer service team with your order number and the reason for the return. We will provide you with a Return Merchandise Authorization (RMA) number and return instructions. 
  • Shipping Returns: Return shipping costs are the responsibility of the customer, unless the return is due to a defect or incorrect item shipped by us. Please use a trackable shipping service to ensure the safe return of the product. The RMA number must be included on the shipping label only and not written on the returned box.  If the returned box is written on it will not be accepted by the warehouse and no refund will be issued.
  • Restock Fee: a 20% restock fee of the merchandise price will be charged and deducted from any refund.

Refunds

  • Inspection of Returned Items: Upon receipt of the returned item, our distributor teams will inspect it to confirm its condition.
  • Processing Refunds: If the return is approved, a refund will be processed to the original method of payment within 7-10 business days. Shipping costs are non-refundable, except in cases of defective or incorrect items.
  • Defective or Damaged Items: In cases of defective or damaged items, please contact us immediately for a replacement.
    • We require images of damage and images of the part numbers. Packing, label, and product images must include part numbers of the specific unit.

Non-Returnable Items

Some items may not be eligible for return, including:

  • Special order, customized, or personalized products.
  • Clearance or final sale items.
  • Factory Direct Items

Policy Modifications

The Fireplace & Chimney Store reserves the right to update or modify this Returns Policy at any time. Changes will be effective immediately upon posting on our website.

If you have any questions regarding your order, please feel free to contact us at: 888-992-9889 OR info@fireplace-chimneystore.com.