Frequently Asked Questions

Answers to the questions we hear most. For anything specific to your project, our team is one call or chat away.

How long will my order take to arrive?

Carrier, lead time, and delivery details for every order type are covered in our Shipping and Delivery Policy. Many fireplaces and grills ship freight, so someone 18 or older should be available to receive the delivery.

Can I cancel or return an order?

Cancellations, damage claims, returns, and refunds are covered in our Returns, Cancellations, Damage and Refunds Policy. Contact us as early as possible — large items that have shipped often cannot be cancelled without freight fees.

Do your products carry a warranty?

Fireplaces, grills, and venting are covered by the manufacturer's written warranty. How it works and how to get manufacturer support are explained in our Warranty and Manufacturer Support Policy.

Do you price match?

Yes. Price matching, promotions, and pricing questions are covered in our Payment, Pricing, Promotions and Taxes Policy.

Which fireplace is right for my space?

That depends on your fuel type, venting path, and room size. Use our Help Me Choose tools and product filters to narrow it down, or contact our team — we help you pick the right unit for your home or project, not just the most expensive one.

Do you install the products you sell?

We do not install. Fireplaces, gas work, electrical work, and venting must be installed by a qualified professional per the manufacturer's manual and local code. See our Product Selection, Configuration, Installation and Safety Policy.

Where do I find manuals and specifications?

Dimensions, specifications, and downloadable manuals are on each product page. The current manufacturer manual controls whenever website content differs — contact us before ordering if a dimension or certification detail is critical.