Shipping policy

Shipping Policy

Effective Date: July 23, 2026

This Shipping Policy applies to all orders placed on Flameline (operated by Eternalflame Technology Inc). By placing an order through our website, you acknowledge and agree to the terms outlined below.

1. Order Processing Time

All in-stock orders are processed and shipped from our US fulfillment center within 1–2 business days of payment confirmation.

  • Business days are defined as Monday through Friday, excluding US federal holidays. Our warehouse does not process or ship orders on weekends or observed holidays.
  • Orders placed after business hours on Friday, or on Saturday/Sunday, will begin processing on the next business day.
  • For pre-order or backorder items, the estimated ship date is clearly stated on the individual product page. If no estimated date is listed, please contact our support team to confirm timelines prior to purchase.

2. Delivery Transit Times

Transit time begins on the day your order is dispatched, not the day you place the order. Delivery timelines vary by product type:

  • Standard parcel delivery: For small and medium-sized items, domestic transit takes 3–7 business days to addresses within the contiguous 48 US states.
  • LTL freight delivery: Large and heavy items (including fireplace units, fire pits, and other freight-class products) are shipped via dedicated less-than-truckload (LTL) carrier, with a transit time of 7–10 business days. Freight deliveries may require a scheduled delivery appointment.

Delays may occur in rare cases due to severe weather, carrier peak season volume, carrier operational disruptions, or other unforeseen circumstances. If you have not received your order within 14 business days of dispatch, please contact our customer support team for assistance.

3. Shipping Destinations & Restrictions

We currently ship exclusively to the contiguous 48 United States.

We do NOT ship to:

  • Alaska, Hawaii, Puerto Rico, Guam, or any other US offshore territories
  • PO Boxes, APO, FPO, or DPO military addresses
  • Forwarding or package receiving service addresses

Please provide a valid residential or commercial street address at checkout to avoid delivery failure or order cancellation. It is the customer’s responsibility to ensure the shipping address entered at checkout is accurate and complete. We are not liable for lost, misdelivered, or returned shipments caused by incorrect or incomplete address information provided by the customer.

4. Shipping Carriers & Costs

To ensure reliable and secure delivery, we partner with established US carriers including UPS, FedEx, and licensed LTL freight carriers. The carrier for your order will be selected automatically based on your location, product size, and service availability.

All orders shipped to eligible addresses within the contiguous 48 US states qualify for free standard shipping. No additional shipping fees will be applied at checkout for eligible destinations.

5. Order Tracking & Notifications

Once your order has been shipped, you will automatically receive a shipping confirmation email at the email address provided during checkout. This email will include your order number and a tracking link to monitor your delivery status.

If you have created an account on our website, you may also log in to your account at any time to view order status and tracking information.

6. Delivery Exceptions & Support

Delivered but Not Received

If your tracking status shows “Delivered” but you have not received your package, please contact our support team immediately at info@fireplacesus.com. We strongly recommend reaching out within 5 business days of the marked delivery date, as carrier claim windows are time-sensitive. Our team will assist you in filing an investigation with the carrier and work toward a resolution, including replacement or refund where applicable.

Damaged or Defective Shipments

If your package arrives with visible external damage, please document the condition of the package and contents with clear photos before accepting or opening the shipment. Contact our support team within 3 business days of delivery with your order number and photos, and we will coordinate a damage claim, replacement, or refund according to the circumstances.

Address Corrections & Refused Deliveries

If you request an address change after your order has been dispatched, additional carrier fees may apply and will be the responsibility of the customer. If a shipment is refused by the customer or returned to us as undeliverable due to customer error, original shipping costs and return shipping fees will be deducted from any applicable refund.

If you have questions about our shipping policy, please contact our customer support team at info@fireplacesus.com or call (307) 346-4175 during business hours.