Last Updated: July 23, 2026
Freight delivery is used for fireplaces and other oversized products that are too large or heavy for standard shipping. Your order will typically arrive by truck on a pallet, and someone must be available to receive, inspect, and sign for it.
Below is a simple step-by-step overview of what to expect when ordering, shipping, and receiving one of our products.
Step 1. Your Order Is Processed and Shipped
After your order is confirmed and processed, we will prepare it for shipment through a freight carrier.
Once the shipment is on the way, tracking and carrier information will be sent to you by email. You can also view your tracking information by creating or logging into an account using the same email address used to place your order. Access your account here.
Step 2. The Carrier Contacts You
Freight carriers typically call, text, or email you to schedule a delivery appointment or confirm that someone will be available to receive the order.
Please make sure the phone number and delivery address provided at checkout are accurate.
Step 3. Your Order Is Delivered Curbside
Standard freight delivery is typically curbside. This means the carrier delivers the shipment to the curb, driveway, or nearest accessible location.
The driver is generally not responsible for bringing the item inside, moving it upstairs, unpacking it, installing it, or removing the packaging.
Liftgate service may be included or arranged depending on the product and shipment. A liftgate lowers the pallet from the truck to ground level. It does not include inside delivery.
Before signing for the shipment, inspect the outside of the box, crate, and pallet for visible damage.
Step 4. If Major Damage Is Visible
Minor scuffs, small tears, or light wear on the outside of the packaging do not necessarily mean the product is damaged.
Major damage may include:
- A severely crushed box or crate
- A broken or collapsed pallet
- An exposed product
- Shattered or visibly broken glass
- Major dents
- Signs that the shipment was dropped or heavily mishandled
If major damage is visible during business hours, call American Fireplace Supply immediately so we can guide you before you accept the shipment.
If the damage is extensive and delivery occurs outside business hours:
- Do not accept the shipment.
- Mark the delivery receipt or electronic signature as “Refused – Damage” and briefly describe the visible damage.
- Take clear photos of the shipment, packaging, pallet, shipping label, and visible damage.
- Email support@americanfireplacesupply.com with the subject line Shipping Damage – [Order Number]. Include the photos, a description of the damage, and any other relevant details.
Step 5. If the Shipment Looks Good
If there is no obvious major damage, sign for the shipment and bring it inside.
Keep the original box, pallet, and packaging until the product has been fully unpacked and inspected.
Step 6. Inspect the Product After Delivery
After bringing the shipment inside, carefully unpack and inspect the product for concealed damage.
Concealed damage is damage that was not visible from the outside of the packaging at the time of delivery.
If you discover damage after unpacking, contact us as soon as possible and no later than 48 hours after delivery.
Email support@americanfireplacesupply.com with the subject line Shipping Damage – [Order Number].
Please include:
- Your order number
- Photos of the damaged product
- Photos of the packaging and pallet
- Photos of the shipping label
- A brief explanation of the damage
Do not throw away the original packaging until we confirm that the claim has been resolved.
Our team will review the information, guide you through the next steps, and work with the carrier, supplier, or manufacturer to determine the appropriate resolution.
Questions? We're Here to Help.
If you have questions about your shipment, delivery appointment, freight delivery, or possible damage, our team is here to help.
Visit our Contact Us page, email support@americanfireplacesupply.com, or call (855) 506-8593.
The sooner you contact us, the sooner we can guide you through the next steps.