Shipping Policy

ORDER CONFIRMATION

The moment you place your order with us you will receive an order confirmation via e-mail from us. This means that we have received your order and pre-authorized your credit card for the purchase you have made.

As soon as we could confirm it's in stock, we process the payment and ship your order within 2-7 business days.

If your item is on backorder or unavailable at the time. We will reach out to you through e-mail and ask if you want to wait for the item to become available or cancel your order.

A product being on Backorder will vary depending on the product this is due to that product's traffic. Although, most of our items are always in stock & ready to ship.

If what you choose is to wait for the item, we are obligated to charge your card when the decision is made, this is because we can only keep credit card authorizations in our system for up to 7 days. If not given a decision within 7 days or not charged within 7 days the order gets automatically canceled as we can't keep orders past 7 days.

FAST & FREE SHIPPING ON ALL ORDERS TO THE U.S

Here at Fireplace Bros we are one of the only dealers that offer Standard Free Shipping within the Contiguous US. If you chose to shop with us. Expect your order to arrive within 2-12 business days through free shipping.

Once your item has arrived through the carrier. We insist and strongly encourage you to schedule your installation after the item has been received & inspected or install it as soon as you can if doing it yourself. For the case, Fireplace Bros want to ensure there is no product damage or missing parts.

Although, our orders tend to arrive safely, there could be some issues (including but not limited to damage, missing items, lost packages, etc) happen during shipping from time to time.

Disclaimer: Fireplace Bros is/will not be held accountable or responsible for any delivery mistake from the shipping company conducting business when the details & information we have provided and sent to the shipping company is correct. If your package seems to be lost or possibly stolen. Fireplace Bros will open a claim with the shipping company, this could possibly take up to 10 days to resolve.

We cannot make a carrier conducting operations move any packages any quicker. The time frame is not up to Fireplace Bros. We do not issue any refunds if your package is delivered at a later time than you wanted it.

SHIPPING TRACKING

Once notified your order had left the warehouse, within 1 day we will send over tracking information to the e-mail you provided us when checking out your order. If there's a case of not receiving shipment tracking with us within the time frame of 8 business days. Please contact us at fireplacebros@gmail.com & provide the order number given to you when purchased and we will help.

We ask that you track your package online with us or on the phone with the carrier. Most shipping can provide an estimated delivery date.

Please be sure to contact us if anything seems to go wrong or doesn't seem right with shipment tracking.

OUR SHIPPING CARRIERS

We ship orders using the most convenient and best ways in the U.S!

Our heavy orders & items will be shipped through freight via a freight carrier like R+L Carriers, Estes, SAIA, or popular carriers like Fed-ex or UPS. These types of deliveries & shipments are delivered curbside.

There must be a delivery appointment, this is an adult signature when an order has arrived this is required to receive the shipment. Please be sure to inspect before signing (see receiving your shipment steps for more details).

Our orders on the smaller side (under 62 lbs). Will be delivered to your door without a signature or appointment requirement.

Curbside delivery service provides delivery of your item(s) to the curb at the end of your driveway(Does not include set up). The delivery driver will then take it off the truck and deliver it on curbside.

SHIPPING OUR LARGE ITEMS

There must be an adult present during the time of the delivery to inspect for signs of damage on the package and sign the delivery receipt. If damaged write damage.

Soon as your shipment arrives at a nearby terminal, you will be contacted by the freight carrier, this is to schedule your delivery appointment. Most companies offer appointment windows (usually 3-4 hours) between 8:00 am and 5:00 pm, Monday through Friday.

For the trucking industry, Home Delivery means "curbside delivery" in a residential area. This means you may have to transport the product from curbside to inside. Either you use package moving equipment or want to open the package and take piece by piece inside the house.

Fireplace Bros will not be responsible for any missed delivery appointments. If you have scheduled a delivery appointment with your freight carrier and are not present and available for the time scheduled, you will be responsible for any of their fees that are incurred as a result of missing the scheduled time. This may include missed delivery and/or storage fees.

These fees must be paid before we can release your order for a re-delivery. If your delivery is not rescheduled within 2 business days, the shipment will be automatically returned to us by the shipping carrier. These types of returns are not eligible under a Free Returns Policy. If the order seems to be returned back to us, we will issue a refund back to your method of payment in the amount of the original order minus inbound and outbound shipping fees, and any associated missed delivery and/or storage fees.

RECEIVING SHIPMENT STEPS:

These steps will protect you in any case of problems or damages & will make your process that much easier if damaged.

- Inspect the box for any damage.

- Take a picture of the package before you accept it from the carrier even if it is not damaged. There may be something you missed

- Please don't rush to sign the carrier's delivery receipt:

If you possibly didn't have the chance to open the box and thoroughly check your product, you could write "Subject to concealed damage" on the carrier's delivery receipt, then sign.
If the item is damaged, write "Damage" on the delivery receipt, then sign.

- Look over your delivery thoroughly & carefully. Be sure to report any damaged or missing items within 24 hours of a delivery. Report to fireplacebros@gmail.com.

Please keep hold of all the original packaging. This includes shipping pallet if possible, in the case that a return is required.