Shipping Policy

Order Confirmation

Upon placing your order, you will receive an order confirmation email. This indicates that we have successfully received your order and pre-authorized your credit card for the purchase. Our fulfillment process begins immediately as outlined below:

• Order Cutoff: 12:00 PM GMT
• Order Handling Time: 1-2 business days
• Order Transit Time: 5-7 business days
• Shipping Costs: A flat rate of $100 applies to orders below $999.99, while orders over $1,000 qualify for free shipping.
• Shipping Destinations: We currently ship only to the lower 48 United States.

Order Shipment

Tracking information will be sent to the email address provided at checkout within 48 hours of your order leaving our warehouse. If you do not receive tracking details within six business days, please contact us at store@directfireplacesupply.com for assistance.

Shipping Limitations

At this time, we do not ship to Alaska, Hawaii, U.S. territories, or international destinations.

Shipping Options

• Threshold Shipping: Items are delivered to your porch or garage area. Please contact us for availability and pricing.
• White Glove Delivery: This premium service includes delivery to your room of choice, minor assembly, and removal of packaging materials. Note: Fireplaces will not be assembled.

For more information about additional shipping options, please contact us before placing your order.

Cancellations

We understand that situations may arise where you need to cancel an order. You can cancel your order for a full refund at any time before it is dispatched. To request a cancellation, please email store@directfireplacesupply.com with your order number.

Order Tracking

After dispatch, you will receive a shipping confirmation email containing a tracking number to monitor your shipment. Please check this tracking information before reaching out to our support team regarding your order’s status.

Delayed Orders

While we strive to meet our shipping timeframes, delays may occasionally occur due to factors beyond our control, such as weather or high shopping demand. If your order takes longer than 9 business days to arrive (including 2 days for handling and 7 days for transit), please allow an additional 3 business days before contacting our support team at store@directfireplacesupply.com.

Damaged Orders

Please inspect the packaging upon delivery. If there is visible damage, note it when signing for the package. If your item arrives damaged, notify us immediately at store@directfireplacesupply.com with the following:

• Photos of the damage
• SKU number
• A brief description of the issue

Please submit freight damage claims, including photos and videos, within 24 hours of delivery to ensure the validity of the claim.

Contact Us

For any inquiries related to your order or for support, please contact us:

• Email: store@directfireplacesupply.com
• Phone: 1-888-345-0547

By using this site, you agree to the terms and conditions outlined above. If you do not agree with these terms, please refrain from using the site.