Contact Us

Credit Card Security

Is it safe to use my credit card?

Yes. Shopping at eFireplaceStore.com is safe. We protect your information using industry-standard security technology. Every transaction is processed through a secure server, and your personal and payment information is encrypted during checkout. We also back your purchase with our Safe Shopping Guarantee. If an unauthorized charge is made to your card as a result of shopping with eFireplaceStore, you will not be responsible for that charge. Online credit card transactions use security measures designed to protect your information while it is transmitted over the Internet.

How does eFireplaceStore protect my information?

Our checkout uses TLS (Transport Layer Security) encryption to protect your name, address, and credit card information while it is transmitted. When you are on a secure page, the website address will begin with https://. The "s" indicates that the connection is secure. Our website and ordering system are hosted on secure servers provided by Amazon Web Services (AWS).

I don't want to enter my credit card online. Can I still order?

Yes. You can place an order without entering your complete credit card number online. You may call us to place your order or send a money order or cashier's check. For assistance, please call 1-800-203-1642.

Can I send my credit card number by email?

No. Please do not send credit card information by email. Email is not encrypted and is not a secure method for transmitting credit card information.

Ordering

What payment methods do you accept?

We accept Visa, MasterCard, American Express, Discover Card, Paypal, Business Checks, Money Orders, Cashier's Checks, Purchase Orders (from government agencies and educational organizations), and Wire Transfers. Credit card orders are charged when the order is processed. Most items are processed for shipping within 24–48 hours. Items shipped directly from a manufacturer or custom-made items may require additional processing time. The estimated delivery time shown on the product page is based on the shipping ZIP code provided. Delivery estimates are not guaranteed.

How do I pay with a Money Order or Cashier's Check?

Complete the checkout process and select Money Order as your payment method. Print your order confirmation and send it with your money order or cashier's check for the total amount, including shipping and applicable taxes, to
eFireplaceStore
5680 E. Shelby Drive
Memphis, TN 38141

How are Business Checks handled?

If the issuing bank can verify that funds are available, the order will be held for 5 business days before processing. If funds cannot be verified, the order will be held for 10 business days before processing.

Do you accept Purchase Orders?

Yes. We accept Purchase Orders from government agencies and educational organizations with a valid Tax ID. Please include an email address so we can send your order confirmation and shipping information. Government Purchase Orders may be faxed to 1-877-293-4546 Attn: Amy.

Do you accept government and military orders?

Yes. Our sales staff is experienced in working with government agencies and military installations. If you have questions about placing a government or military order, please contact us. We will be happy to assist you.

Do you accept Wire Transfers?

Yes. A $20 processing fee applies to wire transfers. Please contact us for wire transfer instructions.

Do you charge sales tax?

Yes. We are required to collect sales tax on orders shipped to certain states. We currently collect sales tax for shipments to: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, Washington, Wisconsin, and Wyoming.

Shipping & Order Status

When will my order ship?

We work to ship orders as quickly as possible. Many in-stock items ship within 1–2 business days, unless otherwise stated on the product page. Because we ship from multiple warehouses, some orders may take 2–3 business days to ship, while certain items may take up to 10 business days. Business days are Monday through Friday. If you need an item by a specific date, please contact us before placing your order. If ordering online, you may also enter your required delivery date in the comments box during checkout. We will do our best to meet your requested date, but expedited shipping charges may apply and delivery dates cannot always be guaranteed.

Where does eFireplaceStore ship?

We ship to the United States and Canada.

What is an address correction charge?

Please carefully check your shipping address before placing your order. For ground shipments, an incorrect address—such as a wrong house number, ZIP code, or missing apartment number—may result in a $25 address correction charge per package if the correction is made after the package has shipped. For freight shipments, address changes may result in a variable charge. We must obtain a quote from the carrier before we can provide the applicable charge. Incorrect addresses may also cause delivery delays, additional carrier charges or the package being returned to the sender. Shipping charges are not refundable on returned shipments. These address correction fees are charges passed on to us by the shipping carrier and will be billed to the credit card used for the order. If you believe an address correction charge was made in error, please contact us so we can review it and, when appropriate, dispute the charge with the carrier.

How will I know when my order ships?

You will receive an order confirmation email after your order is placed and a shipping confirmation email when your order ships. The shipping confirmation will include tracking information when available.

Can I cancel my order?

If you need to cancel an order, contact us as soon as possible. We will make every effort to cancel an order that has not shipped. However, cancellation is not guaranteed once an order has entered processing or has shipped. If the order has already shipped, it may need to be returned under our standard return policy. Additional shipping and restocking charges may apply.

Refused & Freight Shipments

What happens if I refuse delivery?

If you refuse a shipment, the item cost may be refunded minus applicable shipping and restocking fees. If free or discounted shipping was provided, the actual shipping costs associated with the shipment, including inbound and return shipping, may be deducted from the refund.

What should I know about freight delivery?

Freight deliveries are different from standard package deliveries. Freight delivery requires a signature.

Standard Curbside Delivery
Curbside delivery means the carrier delivers the shipment to the curb at the end of your driveway. Curbside delivery does not include bringing the shipment inside your home or garage, unloading beyond the curb, unpacking the shipment, assembly or installation, or cleanup.

Lift Gate Service
Lift gate service is available for $75 and provides unloading assistance to the curb. To select this service, choose: Freight + Curbside + Lift Gate during checkout.

Freight Delivery Appointment
The carrier will generally call approximately 24 hours before delivery to schedule a delivery appointment. The appointment will typically be a 4-hour window during normal business hours. Please provide a daytime phone number with your shipping information.

Special Freight Delivery Requirements
Additional charges may apply if your delivery requires special arrangements because of:
• Physical obstructions
• Limited space
• Narrow or restricted roads
• Neighborhood restrictions
• Special truck requirements
• Re-delivery or re-consignment
• A change to the original delivery location

The carrier must be able to safely access the delivery location. If the carrier cannot make a normal delivery to your address, you are responsible for making alternate arrangements with the carrier, such as meeting the truck at an accessible location or picking up the shipment from the local freight terminal. Please discuss any access concerns with the carrier when they call to schedule delivery.

Returns

What is your return policy?

Your satisfaction is important to us. We offer a 30-Day Limited Money-Back Guarantee on eligible items.

To qualify for a return:
• The item must be returned within 30 days of the order date.
• The item must be unused and in resalable condition.
• The item must be complete and returned in its original packaging.
• All manuals, paperwork, accessories, and packing materials must be included.
• Used or tested items are not eligible for return.
• Eligible returns are subject to a 15% restocking fee.
• Burned, used, or installed fireplace and patio products are not eligible for return.
• The customer is responsible for return shipping costs.
• Original outbound shipping charges are not refundable.
• For orders that received free or discounted shipping, the actual original shipping cost will be deducted from the refund.

Please return products in the same new and undamaged condition in which they were received. We recommend purchasing shipping insurance for your return. Items damaged during return shipping may not be eligible for credit.

What if my item arrives damaged or defective?

Damaged or defective items are not handled as standard returns. If an item arrives damaged or defective, please contact us so the issue can be handled through our Warranty Claims Department. A refund or replacement may be available depending on the circumstances and the manufacturer's warranty.

How do I return an item?

Complete our Returns Form within 30 days of receiving your merchandise. We will provide a Return Merchandise Authorization (RMA) number and return instructions. All returns require an RMA number. Returns received without an RMA may be delayed, refused, or returned to the customer at the customer's expense.

What should I do if my package arrives damaged?

Please inspect your shipment as soon as it arrives. If a package is damaged:
• Open and inspect the package immediately.
• Keep all original packaging and packing materials.
• Contact us within 3 days of receipt.
• Do not throw away the damaged packaging.

We will work with the shipping carrier to file a claim. Depending on the circumstances, we may arrange a replacement or refund.

What should I do if my freight shipment is damaged?

Inspect your freight shipment carefully before signing the delivery receipt. If you notice damage or missing items:
Write the damage or shortage on the Bill of Lading before signing.
• If the damage is significant, write "DAMAGED – REFUSED" on the Bill of Lading and refuse the shipment.
• Contact us as soon as possible.

It is important to document damage or shortages before signing for the shipment. Freight claims can be difficult to resolve when the delivery receipt is signed without noting the damage.

What if something is missing from my order?

Please inspect your entire order within 3 days of receipt. If anything is missing, contact us immediately. After 3 days, we may not be able to accept responsibility for missing items from the shipment.

What if my item is defective?

If an item shipped by UPS or FedEx is defective within 30 days of purchase, we will work with you to provide a replacement part at no charge. If the entire unit is defective, we may provide a replacement unit or issue a credit, depending on the circumstances. For freight shipments, replacement parts for defective items within the first 30 days will be provided at no charge. If you do not want replacement parts and instead want to return the entire defective unit, you will be responsible for applicable shipping costs. Defective returns are not accepted after 30 days. After 30 days, please contact the manufacturer directly for warranty assistance.

What happens to undeliverable or refused shipments?

Undeliverable or refused shipments are treated as returns. Applicable shipping and restocking fees will be deducted from the refund. For freight shipments, the customer is responsible for ensuring that the carrier can physically and safely access the delivery location.

If the carrier cannot access the location, you may need to:
• Meet the carrier at an accessible location.
• Pick up the shipment from the local freight terminal.
• Make other arrangements directly with the carrier.

Any additional storage, redelivery, or transportation charges are the customer's responsibility. If you are unavailable when the carrier contacts you to schedule delivery, we are not responsible for storage charges. If the shipment is returned, it will be processed under our standard return policy. Returns shipped freight collect will be refused.

Privacy Policy

How is my personal information used?

We collect information such as your:
• Name
• Shipping and billing address
• Email address
• Telephone number
• Payment information

This information is necessary to process your order, arrange delivery, provide order updates, and contact you if we have questions about your order. We take precautions to protect the personal information you provide to us.

Our website is hosted by Amazon Web Services (AWS), which provides the hosting, ordering system, and related technology used by our store. eFireplaceStore is an independently owned business and is not affiliated with Amazon Stores.

Do you sell or rent my personal information?

No. We do not sell, trade, or rent customer or gift-recipient email addresses or personal information to third parties. We may share information when necessary to:
• Process or fulfill your order
• Arrange shipping and delivery
• Provide services on our behalf
• Comply with legal requirements
• Address fraud, security, or other unlawful activity

We may also share non-identifying, aggregate information about our customers, sales, website traffic, and related activity with reputable service providers.

Why do you collect my contact information?

We use your contact information to:
• Process your order
• Provide order confirmations and updates
• Arrange delivery
• Contact you regarding your order
• Provide customer service
• Improve our website and shopping experience

We may also use information such as your IP address to help improve our website and for marketing and promotional purposes.

Do you collect information about gift recipients?

Yes. We collect the information necessary to properly process and deliver gifts. Gift recipients may receive special offers or information from time to time and may opt out of future communications.

Do you send marketing emails?

Customers may join our mailing list by registering on our website or during checkout. If you no longer wish to receive marketing emails, contact us and we will remove your name and email address from future mailings.

Do you use cookies?

eFireplaceStore.com does not use cookies to track customer movement throughout our website. However, AWS uses cookies to help facilitate the checkout process. You may still be able to shop with cookies disabled, although some website functions may be limited.

Can eFireplaceStore refuse an order?

Yes. eFireplaceStore reserves the right to refuse a sale or cancel an order when appropriate, including for security, pricing, payment, inventory, or other legitimate business reasons.

Website Security

We understand that protecting your personal and payment information is important. Our website uses industry-standard TLS encryption to protect information entered during checkout. When you see https:// in your browser's address bar, you are connected to a secure area of our website.

Credit Card Verification

For your protection, we may verify that:
• Your credit card number is valid.
• The card has not been reported lost or stolen.
• The billing address matches the address associated with the card.

Occasionally, a credit card authorization may not be approved. If this happens, we will contact you and may ask you to provide another payment method. Never send your credit card number by email.

If you believe an unauthorized charge has been made to your credit card, contact your credit card company immediately.

Website Prices & Typographical Errors

We make every effort to provide accurate product information and pricing.

Can the price change after I add an item to my cart?

Yes. Adding an item to your shopping cart does not reserve the displayed price. The price in your cart will reflect the most recent price shown on the product page. The price may change between the time you add an item to your cart and the time you complete your purchase.

What happens if an item is listed at the wrong price?

Occasionally, an item may be listed at an incorrect price because of a typographical error or incorrect information received from a supplier. If an item is incorrectly priced, eFireplaceStore reserves the right to contact you for instructions before shipping, or cancel the order and notify you. This applies even if the order has already been confirmed or the credit card has been charged. If your card was charged and we cancel the order because of an incorrect price, we will issue a credit for the amount charged. eFireplaceStore reserves the right to refuse a sale at any time for any reason.

User Reviews, Comments, Communications and Other Content

We welcome customer reviews, comments, photos, questions, suggestions, and other feedback.

What can I post?

Customer-submitted content must be lawful and appropriate. Content may not include:
• Illegal, threatening, obscene, or defamatory material
• Malicious software or code
• Spam or mass solicitations
• Commercial solicitations
• Chain letters
• Political campaigning
• Invasion of another person's privacy
• Copyright or other intellectual property violations
• False or misleading information
• Impersonation of another person or organization

Please do not use a false email address or otherwise misrepresent who submitted the content. We reserve the right to remove or edit content that violates these guidelines.

How may eFireplaceStore use content I submit?

By submitting a review, photo, comment, or other content, you grant eFireplaceStore a nonexclusive, royalty-free, perpetual, and irrevocable right to use, reproduce, modify, publish, translate, distribute, display, and sublicense that content. This permission applies worldwide and may include the use of the name you submit with the content.

By submitting content, you confirm that:
• You own or have the necessary rights to the content.
• The information is accurate to the best of your knowledge.
• The content does not violate these policies.
• The content will not infringe upon another person's rights.
• You remain responsible for the content you submit.

eFireplaceStore may monitor, edit, or remove customer-submitted content when appropriate, but we are not required to monitor all content submitted by customers or other third parties.