Shipping Policy

1. Order Handling & Transit Time

Handling Time: All in-stock orders are typically processed and shipped from our warehouse within [1-2] business days. Please note that our fulfillment centers do not process or ship orders on weekends or official holidays. Orders submitted on Friday afternoons, Saturdays, or Sundays will be processed on the next available business day (Monday). For pre-orders or backorders, please refer to the estimated shipping dates specified on the product page.

 

Transit Time: Once your order has been dispatched, the standard transit time for domestic delivery is generally [3-7] business days. Large-item truck delivery takes 7-10 business days.

 In rare circumstances (such as severe weather, carrier peak seasons, or customs clearance delays), slight delays may occur. If you do not receive your order within 14 business days after shipment, please feel free to contact our support team.

 

2. Shipping Coverage, Carriers & Costs

Shipping Coverage: Currently, we only provide shipping services to the lower 48 states in the US. We regret to inform you that we cannot ship to Hawaii, Puerto Rico, Alaska, or other remote offshore territories. Additionally, we DO NOT ship to PO BOXES or APO/FPO addresses. Please provide a valid residential or commercial street address at checkout.

 

Logistics Partners: To guarantee secure and timely delivery, we primarily partner with reputable major carriers, including [UPS, FedEx, and other reputable freight carriers]

 

Shipping Costs: All qualified orders come with FREE Shipping

 

3. Customs, Duties & Taxes

Responsibility for Fees: For all international or cross-border shipments, any potential import duties, customs taxes, VAT/GST, and clearance processing fees imposed by the destination country shall be borne entirely by the buyer (recipient).

 

Abandoned/Refused Shipments: The total amount paid at checkout covers only the merchandise cost and basic shipping fees (if any), excluding any destination-country specific taxes. If a buyer refuses to pay customs duties or fails to cooperate with clearance, resulting in the package being abandoned, destroyed, or returned, all corresponding return shipping expenses and product losses will be deducted from the final refund.

 

4. Order Tracking & Delivery Exceptions

Order Tracking: Once your package is shipped, an automated confirmation email containing a tracking number will be sent to your registered email address. If you have registered on our site, you can log in to view your shipping status anytime, or track it directly via our website using your order number.

 

5. Critical Delivery Exception Policy:

In the event that the logistics tracking status shows your package as "Delivered" but you have not actually received your item, you must contact our customer support team at [info@fireplaceus.com] within 3 business days of the marked delivery date.

After 3 business days have elapsed, we will no longer be able to investigate or resolve this issue due to carrier claim deadlines. Customers will then need to contact the respective carrier (e.g., UPS or FedEx) directly to initiate a formal investigation and resolve the delivery discrepancy.