1.800.203.1642
File a Claim
If there is a problem with your order or a component of it, please enter the order number and ZIP code associated with your purchase, select the affected items and the issue with them, and include any photos to help support your claim.
Free Shipping Offer
- Free shipping offer is valid only on specially marked items.
- Free shipping offer does not include any other items included in the order unless they are valid for the free shipping offer.
- Budget Shipping method will be selected by eFireplaceStore.com for the free shipping offer (most commonly UPS ground). Overnight, 2nd Day Air, & 3 day select methods are not available for free shipping.
- Free shipping offer is not available for orders to HI, AK, PR, or international orders.
- This offer is for a limited time only. eFireplaceStore.com reserves the right to end or change this free shipping offer at any time.
110% Low Price Offer
eFireplaceStore offers low prices on everything we carry. If you should find a lower price from a legitimate competitor on an identical item we stock (including shipping, tax, etc), we will beat the competitor's price by 10% of the difference!
Please fill out the form below to find out if you qualify for the discount. In most cases you will receive a response within 1 business day. See below for complete details.
Our Price Match Policy
If you find a product on a competitor's website where their total price with shipping and sales tax is lower than our total price, we will gladly beat it by 10% of the difference in price!
The product(s) must have a verifiable online advertised price. This offer is not valid with the use of any coupon from eFireplaceStore. This policy excludes closeouts, liquidations, store specific coupons or rebates, and clearance items. eFireplaceStore will not price match orders placed previously or already received. We do not match local stores or ads, local pick-ups, auction sites (e.g. ebay), or wholesale club prices in which there is a fee to join, such as BJ's Wholesale, Costco Wholesale, & Sam's Club Wholesale. The competitor must have the item in stock and available for immediate shipping to qualify. We must be able to calculate their total with shipping and sales tax on their website—we will not call them for special quotes on items or freight and will not price match to an email quote.
For further details, please read our full Policies & Procedures.
Privacy and Security
eFireplaceStore Security
We understand and share your concern about security and privacy. It is reassuring to know that it is statistically safer to use your credit card on the web than to use it in a store or restaurant. The information that you provide when placing an order with us (e.g. your name, address, and credit card information) is secure. It cannot be read or tampered with during transmission.
Our checkout process uses industry standard TLS (Transport Layer Security) technology to encrypt and scramble all personal information including your name, address, and credit card information so that it may not be read by others as it travels over the Internet. TLS encryption is employed during checkout when the URL in browsers, such as Google Chrome or Mozilla Firefox, changes from "http" to "https". The "s" indicates that you are in a secure area. Your browser may also show a pop-up window when you are here.
For your security, we authorize your credit card after we obtain confirmation that your card is a valid number and has not been reported lost or stolen. We also verify that the "Bill To" address matches the address on the credit card used. It is not uncommon for a request for credit card authorization to fail at times. We will contact you if we experience such difficulties and you may wish to provide another credit card.
Email is not encrypted so please do not transmit your credit card number via e-mail.
Under the Fair Credit Billing Act, the maximum amount that your bank can require you pay for any fraudulent charge on your credit card is up to $50. Notify your credit card company immediately should you ever suspect a fraudulent charge on your credit card as you would for any other unauthorized charge.
eFireplaceStore Privacy Policy
We will never sell, trade, or rent any customer or gift recipient e-mail address or personal information to any third party. Nor will we share this information with any third party except to the extent necessary to fulfill an order or when the outside party is strictly acting on our behalf with no independent right to use the information we provide. We may provide aggregate statistics about our customers, sales, traffic patterns, and related site information to certain reputable third party vendors but these statistics will not include any identifying personal information. We may disclose personal information in the event that if we are required by law however. Accordingly, you authorize us to disclose any and all information about you to law enforcement or other governmental official as we deem necessary or appropriate with any investigation of fraud, intellectual property infringements, piracy, or other unlawful activity that is illegal and that may expose us to legal liability.
Our order form collects customer contact information such as name, address, e-mail address, telephone number, and credit card financial information needed to process and bill an order. We take numerous precautions to protect customer information and the sensitive information that is submitted to us is protected both online and offline.
The contact information is necessary to personalize and send information about orders to our customers, to fulfill and notify you of delivery, and to get in touch with you if necessary for customer service or questions about an order. We may also use customer information and the Internet Protocol (IP) address used to connect your computer to the Internet to improve the content of our site, to improve your shopping experience, and for marketing and promotional purposes.
We also collect contact information about gift recipients to ensure correct gift delivery. We may send special offers and information about new items or features to our valued customers and gift recipients from time to time. The recipient may always opt out of receiving future mailings.
Customers may join our mailing list by choosing to register on our home page or during the checkout process. You can contact us to unsubscribe and we will remove your name and e-mail address from any future mailings. A page of our site is forwarded to the specified e-mail recipient only when you use the Refer-a-Friend feature on our site.
eFireplaceStore.com uses cookies to facilitate the checkout process. You may still make purchases at our site if you have set your browser to disable cookies but functionality may be limited.
eFireplaceStore.com reserves the right to refuse a sale at any time for any reason.
