Return Policy

We strive to provide you with products that go beyond your expectations. If you are not satisfied with your purchase you may return the product within 30 days of receiving the item. Special orders and custom products are not returnable. All returns must be returned prepaid, in new condition and in the original packaging. You must contact our Customer Service Department for an RA# before returning any items. We ship our products from multiple warehouses. It is very important that you arrange your return with us in order that the products are returned to the proper location. Items without an RA# will be refused and shipped back at the customers expense.

Upon receiving the product, it will be inspected and if accepted a credit will be issued. Any product returned damaged due to return shipping will not qualify for a credit. It will be the customers responsibility to file a claim against the carrier. Shipping insurance is highly recommended. All returned items, in acceptable condition, will have a 10% restocking fee and the actual outbound shipping charges deducted from the total return. The shipping cost on your order may not reflect the actual shipping cost due to "Free Freight" or promotional shipping charges.

Return Process

1) Call our Customer Service Department and obtain an RA#. (Include this number in all packages being returned.). Note that the RA# is in effect for 30 days. Any merchandise received after 30 days will be refused.
2) Using all original packaging and packaging materials, repackage the merchandice. Include all parts, pieces and manuals.
3) Return product, freight prepaid. Please include a return address on all packages. (Insurance is recommended)
4) Once we have received your product please allow 5 business days for product inspection and the refund process.

For all product returns please call our Customer Service Department at 1-877-663-7454.

Fireplace Products

Open 7 days a week

Return Policy