Answers to the questions we get asked most about ordering, delivery, returns and choosing the right fireplace. Can't find what you need? Use the contact button at the bottom of the page.

All stock is delivered from warehouse within the US, and delivery is free on every order. Orders are generally processed the same day and shipped within 1-3 business days. Delivery is usually within 5-10 business days of shipment.
We cannot offer installation services at this time, but we can help you find installers in your area and strongly recommend professional installation for all hearth appliances in our store.
All of our wood burning fireplaces have fire gate, fire door and fire screen selections as a requirement at purchase. This makes all our fireplaces childproof by design.
Gas fireplaces offer instant heat at the flip of a switch, electric fireplaces provide convenient, low-maintenance warmth without needing venting, and wood-burning fireplaces offer a traditional experience with real flames and crackling sounds but require venting and regular upkeep.
Selecting the right size depends on the room's square footage and your heating needs. For optimal heating efficiency, we recommend consulting our sizing guide or contacting our customer support team for personalized advice.
Yes, many gas fireplaces will continue to work during power outages as they don't rely on electricity to operate. However, models with electronic ignition may require a battery backup.
Yes, electric fireplaces are versatile and can be installed in most rooms, including bedrooms, basements and apartments. They require only a nearby electrical outlet and produce no smoke or fumes, making them ideal for spaces where venting isn't an option.
For wood-burning fireplaces and stoves, cleaning should be done after every few uses and the unit thoroughly inspected at least once a year. Gas and electric fireplaces are low-maintenance, but we recommend a yearly inspection for optimal performance.
If a delivery shows visible damage, refuse it and contact us the same day. Report concealed damage or defects within 48 hours of delivery, and wrong items or missing parts within 14 days; in all of these cases we cover the cost. Unused, uninstalled items in original packaging can be returned within 30 days for a refund less a 20% restocking fee, with return freight paid by you. Installed, used and special-order items cannot be returned. Full details are in our Return & Refund Policy.
Yes, we offer financing options to help make your purchase more manageable. You can apply during checkout to see the available plans and options, with flexible payment terms on qualifying orders.
Yes, our support team is available to help troubleshoot any issues you may encounter. For installation issues, we recommend consulting a professional, but we're here to guide you on general operational concerns.
Yes, most electric fireplaces have built-in safety features, including overheat protection and automatic shut-off timers. We recommend setting a timer and following all manufacturer safety guidelines when operating your electric fireplace overnight.
Yes, all our fireplaces and stoves come with manufacturer warranties. Warranty length and coverage vary by product, so please refer to the product details or contact our support team for specifics on your model.
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