Frequently Asked Questions
General Questions
Q: What types of products does Direct Fireplace Supply offer?
A: We specialize in high-quality fireplaces, fire tables, wood-fired pizza ovens, and outdoor kitchen accessories. Our products are sourced from top-tier suppliers, ensuring durability and efficiency.
Q: Do you offer free shipping?
A: Yes, we offer free shipping across the United States for all our products. We also provide tracking information for all orders.
Q: Where are your products shipped from?
A: Our products are shipped directly from our supplier’s warehouses within the U.S., ensuring fast delivery times.
Q: Do you offer a price match guarantee?
A: Yes, we are committed to providing competitive pricing. If you find the same product at a lower price, we will match it.
Shipping & Delivery
Q: How long does delivery take?
A: Delivery times vary depending on the product and your location. Most orders are processed within 1-2 business days and typically arrive within 7-10 business days. You will receive an estimated delivery date with your order confirmation.
Q: Can I track my order?
A: Yes, once your order is shipped, you will receive a tracking number via email to follow your shipment’s progress.
Q: Do you ship internationally?
A: Currently, we only ship within the United States. However, we are looking into expanding our shipping options in the future.
Returns & Refunds
Q: What is your return policy?
A: We accept returns within 30 days of purchase, provided the product is unused and in its original packaging. Please visit our Returns page for more details on how to initiate a return.
Q: Who pays for return shipping?
A: If the return is due to a product defect or an error on our part, we will cover the return shipping cost. For other returns, the customer is responsible for the shipping fee.
Q: How long does it take to receive a refund?
A: Refunds are processed within 5-7 business days after the returned product is inspected. Depending on your payment method, it may take additional time for the refund to appear in your account.
Product Information
Q: How do I choose the right fireplace for my home?
A: We offer a wide range of fireplaces designed for different spaces and needs. Our team is available to help guide you through the options. You can also refer to our buying guides on the website for more information.
Q: Are your fireplaces energy efficient?
A: Yes, our fireplaces are designed to be both energy-efficient and environmentally friendly, reducing fuel consumption while providing optimal warmth.
Q: Can I install the fireplace myself?
A: While some of our products can be installed DIY, we recommend professional installation for most of our fireplaces to ensure safety and proper operation.
Customer Support
Q: How can I contact customer support?
A: You can reach our customer service team by calling 888-345-0547 or emailing info@directfireplacesupply.com. We are available Monday to Friday from 9 AM to 5 PM EST.
Q: Do you offer any warranties on your products?
A: Yes, all our products come with manufacturer warranties. The length and coverage of the warranty vary by product. Please check the product page for specific warranty information.
