Sales Tax & Shipping:

All orders will be billed in full upon our receiving the order. Virginia residents add 5 % sales tax. Product prices do not include shipping except on items noted with Free Shipping. Free Shipping is available only to the 48 continental United States; Free Shipping items sent to Hawaii or Alaska will be separately billed the shipping cost. Depending on the product, we will ship either directly from our stock or from our distributors. Due to the many variables involved with shipping, any quote we provide on time factors is subject to change without notice. We try at all times to provide accurate and timely shipments, but sometimes factors beyond our control will influence shipping times.

We regret that we cannot ship to P.O. Boxes or to APO or FPO addresses.

Many chimney caps and some of our fireplace accessories can be sent to Canada; call
888-8FIREPL (888-834-7375) if you are interested in having your FireplaceMall products shipped to Canada. Free Shipping does not apply to Canadian shipments. These chimney caps ship to Canada.

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 (fireplacemall@earthlink.net) 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 (fireplacemall@earthlink.net) 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 (fireplacemall@earthlink.net). 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.

Warranties:

Our Customer Service staff will provide all possible assistance in facilitating all valid manufacturer's warranties. FireplaceMall.com 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, and order number.

Security / Privacy:

We believe it is important that the information that you supply to us is secure at all times. Therefore, the shopping cart area of our website uses industry standard Secure Sockets Layer (SSL) technology for the encryption of potentially sensitive material such as your name, address, and credit card number. FireplaceMall.com uses GoEmerchant digital certificates to provide you with security during the check-out process.  In addition to SSL, our site uses a special algorithm for order encryption/decryption. Your information is safe with us, and will never be passed to third-party vendors.

Free Shipping:

Most items are noted on the website as sold with free shipping. The free shipping applies to the contiguous United States and not to Alaska or Hawaii. Free Shipping items sent to Hawaii or Alaska will be separately billed the shipping cost.