Many fireplaces, inserts, stoves, mantels, and oversized hearth products ship by freight carrier due to their size and weight. Freight delivery is different from standard parcel delivery and requires careful inspection at the time of delivery.
Free Standard Shipping
American Fireplace Supply offers free standard shipping to the contiguous United States.
For oversized items, free standard shipping typically means standard curbside freight delivery. Liftgate service, inside delivery, room-of-choice delivery, or other upgraded delivery services may be available on select orders depending on the product, carrier, and delivery location.
Please contact us before ordering if you need a specific delivery service.
Shipping Area
We currently ship to the contiguous United States only.
We do not currently ship to Alaska, Hawaii, U.S. territories, or international addresses.
Freight Delivery Appointments
For oversized items, the freight carrier may contact you to schedule a delivery appointment. Please make sure your phone number and delivery address are accurate at checkout.
Freight delivery is typically curbside delivery unless otherwise stated or arranged in advance. Drivers are generally not required to bring the item inside your home, move it upstairs, place it in a room, unpack the item, install the item, or remove packaging.
Before Signing for Delivery
You must inspect the shipment before signing the delivery receipt.
Please check for:
- Torn, crushed, punctured, or missing packaging
- Broken pallet or visible mishandling
- Missing boxes or parts
- Dents, scratches, cracked glass, or visible product damage
- Any signs that the shipment may have been dropped or damaged in transit
If Damage Is Visible
If there is visible damage, write a clear note on the delivery receipt before signing.
Examples include:
- “Box damaged”
- “Pallet damaged”
- “Possible concealed damage”
- “Product damaged”
- “Glass broken”
- “Refused due to freight damage”
Take photos of the shipment, packaging, labels, pallet, and any visible damage before the driver leaves.
If the item appears severely damaged, you may refuse the delivery. Please contact us immediately at:
support@americanfireplacesupply.com
Include photos and your order number.
Concealed Damage
Concealed damage is damage that is not visible until the item is unpacked.
If you discover concealed damage after delivery, contact us as soon as possible and no later than 48 hours after delivery.
Please provide:
- Your order number
- Photos of the damaged product
- Photos of the packaging
- Photos of the shipping label
- A description of the damage
- Confirmation that all packaging has been kept
Do Not Throw Away Packaging
Please keep all original packaging, boxes, pallets, and packing materials until the claim is resolved. The carrier, supplier, or manufacturer may require packaging photos or inspection.
Failure to Inspect Delivery
Freight damage claims can be difficult or impossible to approve if the shipment is signed for as received in good condition without noting damage.
If damage is not reported within 48 hours or packaging is discarded, American Fireplace Supply may be limited in its ability to assist with a replacement, refund, or freight claim.
Incorrect Address or Missed Delivery
Additional fees may apply if a delivery is missed, refused without valid damage, redirected, or delayed because of an incorrect address, inaccessible delivery location, or failure to schedule with the carrier.
Contact for Freight Issues
If there is any issue with your delivery, contact us immediately:
support@americanfireplacesupply.com
Please include your order number, photos, and a short explanation of the issue.