Shipping & Order Status

Shipping & Order Status

Shipping & Order Status

Shipping Policies: We ship your order out as soon as possible. Many items that we sell are in stock and will ship within 1-2 business days, other items are special order from manufacturer and can have a long lead time. We will let you know what the lead time is once the order is placed. Some items are shipped from warehouses at different locations. Most of our warehouses ship items out within 2-3 business days but some items may take up to 10 business days depending on the warehouse. We make every effort to ensure the fastest possible delivery. Business days are Monday through Saturday. Some items are Special Order and Made to Order, which take between 2-4 weeks. If you need an item by a certain date, please contact us to verify shipping options to meet your needs. If you are ordering online and need an item by a certain date, please be sure to note the required delivery date in the comments box at checkout. We will be happy to work with you to arrange for delivery by that date. Expedited charges may apply.

Where does Fireplace Gallery ship?

We ship to the continental US only. (48 states)

How do I know if my order has shipped?

Upon completion of your order, you will receive an email confirmation from us with the details of your purchase. Once the order ships, a second email will be sent confirming that your order has shipped. Tracking information will also be included in that email so that you can easily track your package. For questions about tracking, please contact us and include your name and order number.

How do I cancel my order?

If you wish to cancel your order prior to delivery, please contact us immediately. Depending upon where the order is in the process, it may or may not be able to be cancelled. We will make our best effort to cancel if the order has not been shipped. If items have been shipped, the order may be returned following our standard return procedures. Please see the returns section for further details on returning your product.

Refused Shipments:

If you refuse delivery, we will refund the item cost minus all associated shipping fees. If free shipping or discounted shipping was applied to the order, all of the shipping costs (inbound and outbound) will be deducted from the refunded amount.

Freight Shipments:

Please note: delivery of a freight order will require a signature. "Curbside Delivery" indicates delivery to the curb at your driveway's end and does not include assistance with unloading, unpacking, set-up, or clean up. Requests for placement in any area other than the curb, missed delivery appointments, re-delivery / re-consignment, and any other special requirements may incur additional customer charges, all of which are payable directly to the carrier.

The carrier will call approximately 24 hours before delivery to schedule a delivery appointment spanning a 4-hour period during normal business hours. Please include a daytime phone number in the shipping information at check out.

Extraordinary delivery requirements (caused by physical obstructions, insufficient space, neighborhood restrictions, etc.) may create additional delivery charges. If spatial restrictions prevent the delivery, the customer will be responsible for additional charges resulting from modification of the original shipping information (location, type of truck required, etc.). If the carrier is unable to make normal delivery to the shipping address because of any of the aforementioned circumstances, it is the customer's responsibility to make alternate arrangements with the freight carrier to take receipt of the shipment. When the carrier calls to set the delivery appointment, please advise them if circumstances will make it necessary to take delivery at an alternate location.

Damaged Items:  If your shipment is received damaged, a claim must be made within 3 days of receipt. Please open your package and inspect upon receipt. If a package arrives damaged, save all packing materials and contact us immediately. We will file a claim with the shipping company. In most cases, the purchase price and the original shipping costs (if charged) will be refunded to the original purchaser or we will send a replacement (whatever the customer decides).

Damaged Freight Items: Freight shipments should be inspected carefully while the delivery driver is present. If any damage or shortage is noted, it is the customers responsibility to note the damage or shortage on the bill of lading before signing off on delivery. Please report the damaged or missing items to us, so that we may be able to ship replacements to you. If there is significant damage to a freight shipment, please note "damaged - refused" on the bill of lading and refuse the delivery. Please contact us for a reshipment. It is the customer's responsibility to note any damage/shortage at the time of delivery. Claims made on freight bills that are signed clear (without damage) are often denied, resulting in further incurred expense for the customer.

**Any duties and/or taxes incurred are the sole responsibility of the customer/recipient.