Shipping Information

COVID-19 SHIPPING UPDATES

Currently we are experiencing very minor impact related to shipping. Below is a list of current impacts.

Signature Required services are currently suspended
Inside Delivery services are currently suspended
Some carriers have reported issues making deliveries

We will continue to monitor situations as we are notified and update this section accordingly. We’ll also communicate with you if your order is at all affected by any additional shipping changes. Thank you for your understanding and patience during this uncertain time.

We are currently offering Free Shipping on the majority of our items for a limited time. Additional shipping charges may be applicable if your shipping address is in an area where land common carrier service is unavailable or limited and your location is remote. If your shipping address is in such an area, we will contact you regarding the additional shipping charges prior to processing your order. Any shipping location requiring air transportation will result in additional shipping charges.

How will my order ship?

We will ship your order using the fastest and most reliable method. Generally our smaller, lighter electric fireplaces will ship via Purolator or FedEx Ground. Larger, heavier electric fireplace packages ship via a truck freight carrier. Ex: YRC Transportation, FedEx Freight, or UPS Freight.

When your order ships, we will notify you via email. Included in your email will be a tracking number for your shipment. We encourage you to track your package online or on the phone with the carrier. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment.

Order status: click here for online status, email [email protected] for questions regarding order tracking or call 888.867.1172.

Purolator/FedEx Shipments:

Our smaller, lighter electric fireplace products ship via Purolator or FedEx Ground. Depending on how close you are to the shipping warehouse, your item will arrive between 4 and 8 business days after it leaves the warehouse. Purolator and FedEx Ground do not typically require a signature and will leave the package in a suitable place near your door.

Purolator/FedEx Damage: Please notify us within 48 hours at [email protected] or call 888.867.6056.

Freight Truck Carrier Shipments:

Larger, heavier electric fireplace items or packages ship via freight carrier. As defined by the trucking industry, Home Delivery means "curbside delivery" in a residential area. You may need assistance to move the package indoors or you might un-box the shipment and carry each piece inside individually. Some drivers will assist in getting a shipment into a garage or carport.

For Truck Freight shipments, delivery usually takes between 4 and 8 days from when your order leaves the warehouse. When your shipment arrives at a nearby terminal, you will be contacted by the freight carrier to schedule a delivery appointment. Most companies offer appointment windows (usually 2-4 hours) between 8:00 am and 5:00 pm EST, Monday through Friday.

NOTE: The most important thing to remember about truck freight is that when you sign for the delivery you are legally accepting the product as delivered in good condition. Therefore, it is extremely important that you inspect the product prior to signing the delivery receipt. If there is any damage, please write "CONTENTS DAMAGED" clearly on the delivery receipt that the driver is asking you to sign, then sign. This insures that your damage issue will be easily resolved.

Freight Carrier Damage: Please notify us within 24 hours at [email protected] or call 888.867.6056.

Receiving Your Shipment:

We are committed to making sure you are satisfied with our products. Your order is inspected prior to shipment to ensure all items are in excellent condition before they leave our facilities. Although our products are packaged securely to prevent any damage it's possible that in rare cases, damages may occur during shipment.

Before signing for the shipment inspect the carton and contents. Should you notice any damage, please note it on the bill of lading and contact us immediately, within 24 hours.

NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the freight delivery receipt. If you are unable to inspect the contents at the time of delivery, prior to signing note on the delivery receipt "CARTON DAMAGED" if there are any blemishes, scuffs, crinkles, tears, rips, wetness, etc. The contents can be damaged by mishandlings such as drops that may only blemish the carton slightly. Immediately, within 24 hours of delivery, contact us regarding any damage.

You will be charged appropriate GST and PST (if applicable) at time of purchase. All Duty and Brokerage fees are included in retail price.