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Frequently Asked Questions

Installation instructions vary by product. Check the included manufacturer instructions. Still need some assistance? Contact us at INSERT or INSERT.

We currently only offer electric indoor fireplaces. We also offer outdoor wood burning fireplaces and firepits.

During Checkout on Step 1 (click I want to use a new shipping address) Your billing address needs to match the address associated with the credit card for a payment to be approved. But the shipping address can be anywhere in the US.

The most common reason your payment is denied is because your billing address is not matching what your bank has on file. Denial reasons are usually from the bank and not from our payment processor. If you receive a denial message, we will NOT be collecting payment from your account. Your bank may show the charges as pending, and it is their responsibility to release the charges back to your account.

All orders must be paid for online. We do not take credit card information over the phone for your own protection. All of our calls, chats and emails are recorded for quality assurance.

All measurement information must be entered in decimal form. A conversion chart is listed on each product page for your convenience.

As always, if you need assistance please contact one of our customer service professionals at (866) 734-3117 or by live chat.

To save the items in your cart you must first create a account and be logged in. To create an account visit the “my account” page at the top of our website. Once you have created and logged into your account all items added to your cart will remain in your cart until you remove them on the view cart items page. You can safely log out at any time, knowing that the next time you log in, the items in your cart will still be there.

Yes, you will receive email updates regarding your order status at the following stages:

  • Processed- This status confirms that your order and payment have been received and verified.
  • Shipped- This status notifies you that your order has shipped. We provide your tracking number(s) and a link to the carrier's website to track your shipping status to delivery.
  • Delivered- This final status confirms your order has been delivered. We provide a form and appreciate it if you can complete the brief customer service survey to improve our business.

There are various reasons you did not receive an email confirmation.

The order was not complete, due to issues beyond our control. In most instances you will notice that your items remain in your cart.

You have misspelled your email address. Double check that the email address you registered with is correct.

Your may also want to check your SPAM inbox to see if the confirmation email went there.

If we are made aware of this issue, by the carrier, we will contact you to set up delivery.

If we are unable to reach you by phone or email, the carrier will hold your shipment. In which case storage fees will accumulate, and you will be responsible.

You can call the carrier directly, with the tracking information we have provided you.

If your shipment is returned to our warehouse, you will be charged for redelivery fees.

If you need further assistance, contact us at 1 (866) 734-3117.