Frequently Asked Questions

American Fireplace Supply provides fireplaces, fireplace inserts, stoves, accessories, venting components, trims, media kits, remotes, and related fireplace products for homeowners, builders, contractors, designers, remodelers, and project professionals.

Yes. We recommend contacting us before ordering if you have questions about product sizing, compatibility, accessories, shipping, or general product details.

Email: support@americanfireplacesupply.com
Phone: (855) 506-8593
Hours: Monday to Friday, 9:00 AM – 5:00 PM ET

No. American Fireplace Supply is a product supplier. We do not provide installation, construction, engineering, gas-fitting, electrical, HVAC, or building code services.

Customers are responsible for working with qualified installers, contractors, inspectors, or local authorities to confirm installation requirements, permits, clearances, fuel connections, venting, and local code compliance.

We can help answer general product, sizing, accessory, and compatibility questions based on available product information. Final suitability depends on your specific installation site, local codes, manufacturer requirements, and installer requirements.

Before purchasing or installing, customers should confirm all details with a qualified professional.

We ship within the contiguous United States. We do not ship to Alaska or Hawaii, U.S. territories, or international addresses.

Yes. We offer free shipping on eligible orders within the contiguous United States.

Orders typically take 1–2 business days to process, Monday through Friday.

Orders submitted by 4:00 PM ET generally begin processing the same business day. Orders submitted after that time will begin processing the next business day.

After processing, estimated delivery is usually 5–7 business days, Monday through Friday.

Delivery times are estimates and may vary due to carrier delays, freight delays, supplier processing, weather, address issues, high order volume, or other circumstances outside of our control.

Yes. Once your order ships, we will send tracking information to the email address used at checkout.

If the estimated processing and shipping timeframe has passed, please allow an additional 2 business days in case of carrier or freight delays.

If your order still has not arrived, contact us at support@americanfireplacesupply.com and we will help investigate.

Returns are accepted within 30 days of delivery, subject to our Return and Refund Policy.

Items must generally be unused, uninstalled, in original condition, and returned with original packaging, manuals, parts, and accessories.

Yes. Approved returns may be subject to a 25% restocking fee.

For standard returns, including buyer’s remorse, incorrect item ordered, or change of mind, the customer is responsible for return shipping costs.

If an item arrives damaged, defective, or incorrect, contact us promptly so we can review the issue and help arrange the appropriate resolution.

Installed, used, modified, damaged, or altered items are generally not eligible for return unless otherwise required by law or approved in writing.

Fireplace products should be inspected before installation.

If your order arrives damaged or incorrect, contact us as soon as possible at support@americanfireplacesupply.com.

Please include your order number, clear photos of the item, photos of the packaging, a description of the issue, and any visible freight or delivery damage.

Once an approved return is received and inspected, refunds are processed back to the original payment method. Your bank or payment provider may take additional time to post the refund to your account.

If you need to cancel an order, contact us as soon as possible at support@americanfireplacesupply.com.

We cannot guarantee cancellations once an order has been processed, shipped, prepared for freight, or submitted to a supplier or warehouse.

If your order has already shipped, it may need to be handled as a return under our Return and Refund Policy. Return shipping costs and restocking fees may apply.

American Fireplace Supply accepts secure payment through major credit and debit cards and other supported payment methods available at checkout.

Available payment options may vary depending on your location, device, browser, order details, payment provider, and current checkout configuration. All payment methods available for your order will be displayed during checkout before your purchase is completed.

For payment questions, contact us at support@americanfireplacesupply.com or (855) 506-8593 during customer service hours, Monday through Friday, 9:00 AM–5:00 PM Eastern Time.

Yes. Our store is hosted on Shopify, and payment processing uses secure checkout technology. Payment information is processed through secure third-party payment providers.

We make reasonable efforts to display accurate product images, colors, finishes, and details. However, actual appearance may vary due to screen settings, lighting, photography, manufacturing updates, or material variations.

Images may show optional accessories, decorative media, staged installation examples, or items not included unless specifically stated in the product listing.

We aim to provide accurate product information, but product specifications, availability, pricing, manuals, and descriptions may change without notice.

Customers should always review manufacturer specifications, installation manuals, safety instructions, and warranty information before purchase and installation.

Accessories are only included when specifically stated in the product listing. Some images may show optional accessories, trims, media kits, remotes, venting parts, or decorative items that must be purchased separately.

Many products sold by American Fireplace Supply are manufactured by third-party brands. Manufacturer warranties, when available, are subject to the manufacturer’s terms and conditions.

American Fireplace Supply does not create, extend, or modify manufacturer warranties unless expressly stated in writing.

American Fireplace Supply is operated by SK MARKETING SOLUTIONS LLC.

Business Address:
418 Broadway STE R
Albany, NY 12207
United States

Email: support@americanfireplacesupply.com
Phone: (855) 506-8593
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM ET