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Return Policy:

Please DO NOT return items without contacting us first.  Instead, please call ( 888-834-7375) or e-mail our customer service staff at ( 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 45 days of receipt, for a full refund minus any original shipping costs. Please call  (888-834-7375) or e-mail ( 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.

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 ( .  Notification of hidden damage or problems must occur within 15 business days of receiving your shipment.  If the damaged item is a product with a suffix of FSD, please send us photos of the damaged box and/or damaged fireplace accessory.  At our discretion, our sales staff will repair, replace, or send new parts at our expense to the customer.


Our Customer Service staff will provide all possible assistance in facilitating all valid manufacturer's warranties. will not be responsible for shipping costs incurred by the customer in processing of aforementioned warranties.  For any warranty questions, please contact our sales staff ( with make, model, serial number if applicable, and order number.

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