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.
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.
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.
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.
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.
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:
- 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.
At Fireplace Bros we know that things happen, that's why we're happy to offer our customers our 30-Day No Hassle Returns/Exchange Policy. If a customer needs to return an item for ANY reason, they're able to do so within 30-days, just pay return shipping & restocking fee. It's as simple as that.
All returns are subject to a 15% restocking fee based on the condition of the product upon completion of the return.
Customers must reach out to Fireplace Bros in order to arrange the return, and to obtain a return authorization number. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund (we have to check to make sure the item is in good working order and there are no signs of product damage). Once your return is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within three days to three weeks pending your payment method and/or your bank's policy.
Products eligible for return/exchange must be like new, undamaged, and must contain all original product packaging and accessories.
If a product exhibits visible signs of wear and use or is missing items, to the extent that Fireplace Bros will no longer be able to re-sell the product as a "new" item, the returned product will be classified as a refurbished unit and a 40% restocking fee will be applied.
In the unlikely event that your product you ordered arrives damaged, you have two options of a return, item for a replacement or a full refund. We will of course ensure you are not responsible for shipping costs to replace or return your product.
This is as long as you report the damage issue within 24 hours and make a note on the freight delivery receipt that the item is damaged.
To report your damage,
Please take pictures of the damaged item(s) and the box with the shipping label visible and email them to us: fireplacebros@gmail.com within 24 hours after your delivery.
We ask that you take a picture and inspect the packaging of the item before you accept the item from the carrier. It is obligated to make a note on the delivery receipt if you find any problems or damage to the packaging prior to the delivery agent leaving. This may visible damage like pallet breaks or shrink wrap torn or visible damage easily seen.
PLEASE DO NOT SIGN the delivery slip until items have been inspected.
LOST PACKAGES
We recommend tracking the shipping of your order. In the unlikely event that your package says it has been delivered with the carrier and you have not received your product. Please be sure to report the lost package to us within 2-7 days after the tracking status shows delivered with the carrier.
If reported after the time frame mentioned, Fireplace Bros will not be responsible for any missing claims past the time frame.
If you are missing the product, please email us at fireplacebros@gmail.com
WHAT TO DO IF DAMAGED
-If there seems to be visible signs of damages to the packaging, please refuse the shipment or write "Damaged" on the delivery receipt, then sign.
- If you don't have a chance to open the box and thoroughly check, write "Subject to concealed damage" on the delivery receipt, then sign.
Fireplace Bros shall not be responsible for the replacement of damaged or cost of repairs if there is no written notation about the damage on the freight delivery receipt or if the damage was reported after 24 hours of the delivery.
MISSING ITEMS
Please notify or email us at fireplacebros@gmail.com within 24 hours of product delivery if items are missing or product is missing.
YOUR OWN CARRIERS
Fireplace Bros will not be responsible if you decide to use your own freight forwarder to ship your product. If you decide to export it, we will also not be responsible. We shall also not be mentioned in any export documentation.
Fireplace Bros will not be responsible for providing any replacement or refund for any damaged or defective items if using your own carriers.
At Fireplace Bros we are not the brands themselves. We offer many brands and their products. Working with brands directly, Allows us to give you amazing and better deals than most.
Although, Warranties may vary as brands may offer different types of warranties. Below are the warranties listed by our brands!
Click here for Amantii Warranty
Click here for Sierra Flame Warranty
Click here for The Outdoor Plus Warranty
Click here for Modern Flames Warranty
The Bio Flame offers a 5-year warranty from the date of purchase on all operation-related functions of the fireplaces. The warranty does not cover any product damage that occurred during shipping or was caused by improper product handling or installation.
The warranty does not cover chips, scratches, and glass breaks. For items damaged upon arrival, please refer to our Return Policy section for defective or damaged merchandise.
Items that are deemed (un-fixable) will be replaced with the same or similar model.
Warranty will be applied on presentation of a dated receipt and is strictly limited to factory service repair of the piece or pieces that are found to be defective.
Installation costs will not be reimbursed as damages for any reason whatsoever.
The manufacturer will not be held responsible for any incidental or consequential defects, on goods or individuals.
The warranty will not be applied if devices have been subjected to abnormal use or if used under other conditions than the intended ones.
The warranty will not apply in case of deterioration or accident due to negligence, or damages caused by failing to maintain and service the device or resulting from an alteration of material.
Warranty Period: Two Year
Cover Products : Litedeer Homes Smart Control Electric Fireplace
Latitude Built-in Linear Electric Fireplace Series
Latitude II Smart Push-in Electric Fireplace Series
Gloria II Smart Recess and Wall Mounted Series
LiteStar Smart Electric Fireplace Inserts Series
For Service or Repair:
Always contact an authorized dealer or local licensed electrician. To find a dealer for help, Please visit www.litedeerhomes.com.
Product Registration:
You can register your product at www.liteedeerhomes.com/support
or email to support@litedeerhomes.com
or by completing and mail the product registration form included with the unit.
Fill in the Installation date, Model and Series number of the Unit in the space provided below and retain for your records.
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We are a Leading Company in the U.S specializing in Fireplaces, Fire pits, and other Heating essentials. We make sure we take care of our shoppers. We know shopping for products like ours isn't always easy. But we Guarantee we will provide you with everything you need to feel safe shopping with us!
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