Shipping Policy

Many items ship Same Day (if ordered by 11am EST, Monday-Friday). Transit times will vary, but delivery should be expected within 2-5 business days.

All other items ship within 2-7 business days of your order date. Transit times vary depending on location, but you should expect delivery within 5-7 business days of your order.

During the COVID-19 pandemic we may experience shipping delays up to 14 business days or more. Please be aware we are doing everything we can to get your order out in a timely manner.

We will ship your order using the fastest and most reliable method.

Generally, our smaller, lighter orders (under 100 lbs) will ship via FedEx or UPS Ground. They will be delivered to your door without a signature requirement.

Our larger, heavier items are shipped via a truck freight carrier. Ex: R+L Carriers, Estes, Saia etc. These shipments are delivered curbside, a delivery appointment and an adult signature are required to receive the shipment.

We will send you tracking information within 1 business day of your order leaving the warehouse to the e-mail address you provide when checking out.

If you do not receive tracking information from us within 8 business days of your order feel free to follow up with us at support@electricfireplacesplus.com and make sure to include your order number.

DELIVERY TIME

Generally, you should expect delivery within 5-7 business days of your order. However, we cannot guarantee the time that will take FedEx, UPS or a truck freight carrier to deliver your package. That is completely out of our hands and is determined exclusively by the workload and delivery schedule of a particular freight company.

Please track your package online or on the phone with the carrier. Our information is limited to the information they provide. We have no influence over carrier's operations and we cannot make a package within their system move any quicker.

We do not issue refunds if your package is not delivered at the time you want it. Please order early to avoid disappointment.

Questions Regarding Tracking: support@electricfireplacesplus.com

RECEIVING YOUR SHIPMENT

Our smaller, lighter items (under 100 lbs) ship via FedEX or UPS Ground. Depending on how close you are to the shipping warehouse, your item will arrive between 2 and 5 business days after it leaves the warehouse.

FedEx and UPS do not require a signature and will leave the package in a suitable place near your door.

It is your responsibility to inspect the package for damages as soon as you receive it. All damages must be reported to us within 24 hours of delivery. Take pictures of the damaged box and the items and email to: support@electricfireplacesplus.com

Larger, heavier 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 unbox the shipment and carry each piece inside individually. Some drivers will assist in getting a shipment into a garage or carport.

For freight shipments, you have to be present at the time of the delivery to inspect the package and contents for damages and sign the delivery receipt.

Freight delivery usually takes between 3 and 7 business 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 4 hours) between 8:00 am and 5:00 pm, Monday through Friday.

NOTE: 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 damage to the carton or the product, please write "CONTENTS DAMAGED" clearly on the delivery receipt that the driver is asking you to sign, then sign. 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.

DAMAGES

All damage claims including FedEx, UPS, and freight must be submitted in writing within 24 hours of delivery. Please take pictures of the box and the damaged item(s) and email them to us: support@electricfireplacesplus.com

Please inspect the packaging of your item(s) when they are delivered (for freight) or as soon as UPS or FedEx drops off the package.

For freight deliveries: you must inspect the box and all the items in the box for damages at the time of delivery. If you notice any damage you should make a note on the delivery receipt “CARTON DAMAGED” when signing for delivery. Then take pictures of the box and the damage item(s), and send them to support@electricfireplacesplus.com within 24 hours of delivery.  We will process a damage claim on your behalf.

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.