Shipping policy

Last updated September 27, 2026

This policy explains United Fireplaces' order processing, shipping charges, parcel and freight delivery, inspection requirements, damage reporting, split shipments, delays, and installation-readiness procedures.

Scope and key promise

This Shipping and Delivery Policy explains how orders placed with United Fireplaces are processed, shipped, delivered, inspected, and handled when a delay or delivery problem occurs. Delivery dates are estimates unless we expressly agree in writing to a guaranteed date.

Order processing and shipment estimates

Most in-stock items. Most in-stock items are released for shipment within 1 to 2 business days after payment and order review.
Parcel transit. Standard parcel shipments commonly arrive 3 to 7 business days after shipment.
Freight transit. Large or heavy items shipped by LTL freight commonly arrive 5 to 10 business days after shipment.
Special orders. Made-to-order, custom, backordered, preorder, manufacturer-direct, or limited-production items may require additional processing or lead time. The product page, quote, or order confirmation may provide a more specific estimate.

Business days are Monday through Friday, excluding federal holidays and carrier holidays. Processing time and transit time are separate. A label or tracking number may be created before the carrier physically receives the shipment.

Order review and availability

Orders may be reviewed for payment authorization, fraud prevention, product compatibility, delivery restrictions, or address accuracy. An order confirmation acknowledges receipt of the order; it does not guarantee availability or shipment. Inventory can change before a warehouse accepts the order.

If an item becomes unavailable or we cannot ship within the time stated when you ordered, we will provide an updated estimate when reasonably available and give you the choice required by applicable law, including the option to cancel the unshipped item for a prompt refund.

Multiple warehouses and split shipments

Products may ship from a manufacturer, distributor, or one of several fulfillment locations. Items in the same order may arrive on different days, through different carriers, or in separate boxes.

A fireplace system may include a firebox, burner, logs, liner, front, trim, controls, venting, media, or accessories packaged and tracked separately.

Shipping charges and destinations

Free standard shipping is available on qualifying orders with a merchandise subtotal of $300 or more after discounts and promotional adjustments when shipped to an eligible delivery address in the contiguous United States.

Orders with a qualifying merchandise subtotal below $300 are subject to the shipping charge displayed during checkout. Shipping charges may vary based on order value, product type, destination, delivery requirements, or other applicable shipping conditions.

Free shipping does not include Alaska, Hawaii, U.S. territories, international destinations, expedited service, inside delivery, white-glove service, remote-area surcharges, limited-access charges, jobsite services, storage, reconsignment, redelivery, or other special services unless expressly stated in writing.

Certain oversized, freight, manufacturer-direct, specially handled, or otherwise excluded products may be subject to additional shipping charges even when the order otherwise qualifies for free shipping. Any applicable shipping charge presented at checkout will control.

Products and accessories included in a qualifying order may ship separately, from different fulfillment locations, or through different carriers without changing the order's shipping qualification unless a separate shipping charge or special-service requirement is disclosed.

Contact us before ordering if the destination is outside the contiguous United States or has unusual access restrictions. Duties, brokerage fees, import taxes, and destination charges are the customer's responsibility unless the written quote states otherwise.

Address accuracy and delivery access

You are responsible for providing a complete and accurate shipping address, telephone number, email address, and delivery details.

Tell us before shipment about gated access, narrow roads, weight restrictions, islands, ferries, military bases, construction sites, commercial receiving hours, or other limitations that may affect delivery.

Charges caused by an incorrect address, an address change after shipment, refused access, missed appointments, storage, reconsignment, or redelivery may be charged to the customer when permitted by law and when the issue was not caused by United Fireplaces or the carrier.

Parcel delivery

Parcel carriers may leave a package without a signature unless signature service is required.

Review tracking promptly and inspect every carton upon delivery. If tracking shows delivered but the package is not present, check the delivery location and with household or business recipients, then contact the carrier and United Fireplaces promptly.

Freight and oversized delivery

Standard LTL freight service is generally curbside delivery to an accessible location.

It does not include delivery inside a home or garage, unpacking, assembly, installation, debris removal, or movement across soft ground, stairs, steep slopes, or restricted areas unless that service is expressly included in writing.

The carrier will normally contact the telephone number on the order to schedule delivery.
An adult able to inspect and sign for the shipment must be present.
The customer must provide safe and reasonable access for the delivery vehicle.
Delivery appointments are estimates. Do not schedule installers, contractors, equipment, demolition, or related work based solely on an estimated arrival date.

Inspecting a freight delivery

Inspect the pallet, wrapping, bands, cartons, and visible product before signing. Count the pieces and compare them with the delivery receipt. Photograph all sides of the shipment and any visible damage.

Visible damage. Describe the damage specifically on the delivery receipt before signing. Do not write only “subject to inspection.” Keep a copy of the signed receipt.
Severe damage. If the product is obviously and materially damaged, note the damage, refuse the affected item when appropriate, and contact United Fireplaces immediately.
Possible concealed damage. If packaging is damaged but the product cannot be fully inspected, accept the shipment only after noting the packaging damage on the receipt.

Do not discard the pallet, cartons, wrapping, labels, or packing materials until the order has been fully inspected and any claim is resolved.

Reporting damage, shortages, and missing boxes

Freight damage. Notify us within 24 hours after delivery whenever possible, and no later than 48 hours after delivery for concealed freight damage.
Parcel damage. Notify us within 7 calendar days after delivery.
Missing items or boxes. First compare the shipped-items notice and tracking numbers because the order may be split. Report an actual shortage within 7 calendar days after the final listed shipment is delivered.

Send your order number, model or SKU, a description of the issue, photographs of the product and packaging, the delivery receipt when applicable, and photographs of shipping labels to support@unitedfireplaces.com.

Prompt notice helps preserve carrier remedies. These requested reporting periods do not reduce any nonwaivable rights provided by law.

Delays beyond our control

Carrier capacity, severe weather, natural disasters, strikes, road closures, manufacturer delays, supply interruptions, customs, government actions, and other events beyond reasonable control may affect delivery.

We will provide available information and comply with applicable delay-notice and refund requirements, but we are not responsible for contractor costs, lost labor, project delays, storage at a jobsite, or similar consequential expenses caused by an estimated delivery date.

Before installation

Open and inspect all products before installation.

Verify the model, fuel type, finish, required components, accessories, venting, manuals, and condition. Do not install, alter, assemble, or dispose of packaging until the order is confirmed complete and correct.

Installed or altered products may not qualify for a standard return.