Returns Please DO NOT return items without contacting us first. Instead, please call (
888-834-7375) or e-mail our customer service staff at (Returns@FireplaceMall.com) before returning an item. We
will immediately send you instructions for returning your item to the correct address. We will not accept delivery of returned items at our corporate headquarters in
Virginia.
Any non-custom item in original condition may be returned, with prior notification to our sales staff, within 45days of receipt, for a full refund minus any original shipping costs. Please call (888-834-7375) or e-mail (Returns@FireplaceMall.com) our staff the UPS, FedEx, or USPS tracking number(s) of the returned item(s). Return freight
is the responsibility of the customer.
We suggest you insure the return package so you will have recourse should the item be damaged
in the return shipping process. Upon acceptance of returned merchandise at the appropriate warehouse, we will issue your refund.
Exchanges Wrong size? Wrong finish? No problem! Just call us at 888-834-7375
if you need to exchange one item for another. Provided the item you are returning is in new condition and in its original packaging, we will take it back within 45 days of your purchase and send you the item you need. There are
no restocking fees, so you pay only the shipping charges to make the exchange.
Custom items made to your
specifications cannot be returned or exchanged.
Damaged or Defective Items
Upon receiving your order,
promptly check for shipping damage or defective items. If damage has occurred during shipment, just refuse your shipment and immediately notify our staff by phone at 888-8FIREPL
(888-834-7375) or by e-mail at (Returns@FireplaceMall.com). Notification of hidden damage or problems must
occur within 15 business days of receiving your shipment. At our discretion, our sales staff will repair, replace, or send new parts at our expense to the customer.
Missing Parts
If you should find that one
or more components of an item are missing, please contact our Customer Service Team at by phone at 888-834-7375 or e-mail at (Sales@FireplaceMall.com)) At our discretion, we will either replace the item or send the missing components. Please do not discard the item unless your Customer Service
Representative tells you that you may do so.
Refunds
Refunds are issued in the form of a credit to your credit card, and are
generally made within 7 business days of our receiving the item. Please allow an additional 1-3 business days for the credit card company to post the refund to your account; we have
no control over this delay. If you paid by a check, or if the credit card you used to place your original order is no longer valid, you will receive a check in the mail. If we
have an e-mail address on file for you, we will e-mail you when we issue your refund.
It is essential that your call us at 888-834-7375 before returning an
item. Without correct return instructions from us, you may send the item to the wrong address, delaying your refund.
If you believe that you are due a
refund and have not yet received it, please call us at 888-834-7375.
Nonreturnable Custom Items
Because custom items are made to your specifications, custom items are
nonreturnable and nonrefundable unless there is a manufacturing defect or delivery damage. You are responsible for inspecting custom items for damage before accepting delivery.
Warranty Information
All products carrying manufacturer's warranties say so in the item
description on the FireplaceMall web site. We stand behind the quality of our products; however, no other warranties are expressed or implied.
If you need to make a warranty claim, please contact us
at 888-834-7375.
