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Ordering Information for FireplaceMall.com
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Free Shipping
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All non-custom orders to the 48 contiguous American states
have FREE Shipping! Shipping to Alaska and Hawaii will incur a shipping fee that will be billed separately: We will call or e-mail you
the shipping fee to Alaska or Hawaii for your approval before the shipment is processed.
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Placing Orders
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- Placing Orders Online
Ordering online at FireplaceMall.com is safe and extremely secure. We take seriously our responsibility to protect the security and privacy of the information we receive from our customers. We use the highest level of industry encryption and
employ security policies as defined by Visa CISP and Mastercard SDP.
If you experience any questions or difficulties while ordering online, just call us at 888-834-7375.
Orders can be placed online 24 hours a day, 365 days a week.
- Placing Orders by Phone
If you would rather place your order by phone, just call 888-834-7375
toll free. Our friendly Customer Service Representatives will be delighted to help you Mondays through Fridays from 10 a.m. to 5 p.m. Eastern Time. If you call at another time, just leave us a message with your phone number and we will gladly return your call.
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Customer Service Hours
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Our friendly and knowledgeable Customer Service Representative and Chimney Cap Experts are
available to assist you by phone Mondays through Fridays from 10 a.m. to 5 p.m. Eastern Time at 888-834-7375.
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Payment Methods
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- Credit Cards and Debit Cards
We accept VISA, MasterCard, Discover and American Express credit cards
and VISA, MasterCard, and Discover debit cards.
- Checks
If you would prefer to mail us a check, please make the check
payable to PennVentures, Inc. Only include 5% sales tax if you want your items shipped to Virginia.
You can either call 888-834-7375 to give us the item information (item number,
item name, and quantity) and the shipping and billing names, addresses and phone numbers, or you can send us the information with the check. If you would like an e-mailed Invoice and Shipment
Tracking Numbers, please provide an e-mail address, too. If you would rather receive your Invoice with Order Number by mail, just let us know. Please allow 2 to 3 weeks for your check to
clear before your items are shipped.
Please mail the check (payable to PennVenture, Inc.) and order information to:
FireplaceMall
Order Department
14229 Dogwood Lane
Belle Haven, VA 23306
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Sales Tax
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No sales tax is charged unless you are having your items shipped to Virginia. By law,
shipments to Virginia incur a 5% sales tax.
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Receipts
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A Receipt with your Order Number will be sent to you by e-mail. To assure delivery of the e-mail, please add sales@fireplacemall.com to your approved Senders List.
If you do not receive such an e-mail, it is possible your e-mail provider has treated it as spam or junk e-mail, so you
may want to look in those e-mail folders.
If you do not receive an Receipt by e-mail, just call us at 888-834-7375 and we will gladly
resend it for you.
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Change or Cancel Orders
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To give you quality service, we ship most items on the same day you order them. If you need to change or cancel an
order, please call us at 888-834-7375 as soon as possible. If the item has not yet left the warehouse, we will gladly either change the order or cancel it.
If the item has already shipped from the warehouse when you call us, our Customer Service
Representatives will gladly help with the change or cancelation process when you call.
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Custom Orders
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We specialize in custom fireplace screens, chimney caps, and chimney pots. Call our
helpful Customer Service Representatives to discuss your project. Information or architectural drawings can be sent via e-mail to FireplaceMall@earthlink.net or FAXed to us at 888-432-0816.
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Back Orders
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Items currently On Back Order are noted on the web site, and there is no link to order them. If you would like to be
notified when a back ordered item is again available, just click on the e-mail link by the On Back Order message, and we will gladly let you know when it is back in stock.
If for some reason an item in your order becomes unavailable, we will adjust the charge on
your credit card and notify you by phone or e-mail.
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Catalog
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Because we are constantly adding new items, FireplaceMall does not offer a print
catalogue. Having our products available online allows us to provide our customers the best prices and selection.
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Satisfaction Guaranteed!
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Shop at FireplaceMall knowing your satisfaction will always be guaranteed!
If you are not completely satisfied, just call us at 888-834-7375 and return your item in original condition and in its
original packaging within 45 days of your purchase. There are no restocking fees. Any return shipping expenses are the customer's responsibility. See our Return Policies for additional information.
We cannot accept returns of custom items made to your specifications unless there is a
manufacturing defect or shipment damage.
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