This Shipping Policy explains how orders placed through https://americanfireplacesupply.com/ are processed and delivered.
Shipping Area
We currently ship orders to the contiguous United States only. This includes the lower 48 states and Washington, D.C. We do not ship to Alaska or Hawaii. We also do not ship to international addresses unless otherwise agreed in writing before purchase. If a product cannot be shipped to your location, we will contact you using the information provided at checkout.
Free Delivery
We offer free shipping to eligible addresses within the contiguous United States. Any available shipping charges, if applicable for a specific product, service, location, or special delivery request, will be shown before checkout is completed.
Order Cut-Off Time
Orders submitted by 4:00 PM EDT on a business day will begin processing that same business day. Orders received after 4:00 PM EDT, on weekends, or on holidays will begin processing on the next business day.
Order Processing Time
Orders typically take 1 to 2 business days, Monday through Friday, to process. Processing times may extend during high order volume, manufacturer delays, inventory verification, fraud review, weather events, holidays, or other exceptional circumstances.
Estimated Delivery Time
After dispatch, deliveries usually arrive within 5 to 7 business days, Monday through Friday. Delivery time is an estimate and may vary based on destination, carrier schedules, freight availability, weather, and logistics conditions.
Order Confirmation and Tracking
After you place an order, you will receive an order confirmation email. When your order ships, we will email tracking details when available so you can follow the shipment's progress.
Freight and Oversized Shipments
Some fireplaces, fireplace components, and large accessories may ship by freight carrier. Freight deliveries may require a delivery appointment, curbside delivery, signature, or additional coordination with the carrier. Unless expressly stated otherwise, delivery does not include installation, inside placement, assembly, removal of old equipment, or packaging disposal.
Delivery Inspection
Please inspect your shipment when it arrives. If visible damage is present, note the damage on the delivery receipt before signing and take clear photos of the packaging and product. Keep all packaging until you confirm the item is correct and undamaged.
Incorrect Address or Delivery Issues
Customers are responsible for providing a complete and accurate shipping address at checkout. We are not responsible for delays, failed deliveries, or additional charges caused by incorrect or incomplete address information provided by the customer. If an order is returned due to an incorrect address or missed delivery appointment, additional shipping charges may apply.
Delays
If the maximum estimated processing and shipping time has passed and your order has not arrived, please allow an additional 2 business days before contacting us. If your order still has not arrived after that time, email support@americanfireplacesupply.com and we will investigate with the carrier or supplier.
Damaged or Incorrect Items
If your order arrives damaged or incorrect, email support@americanfireplacesupply.com as soon as possible and no later than 5 business days after delivery. Include your order number and clear photos of the item, packaging, shipping label, and any visible issue. We will review your case and help arrange the appropriate replacement, correction, or exchange.
Order Cancellations
If you wish to cancel your order, contact us as soon as possible at support@americanfireplacesupply.com. We cannot guarantee cancellation after an order has been processed, shipped, or released to a supplier or manufacturer.
Contact Us
Customer Service Hours: Monday to Friday, 9:00 AM - 5:00 PM EDT
Email: support@americanfireplacesupply.com
Phone: +1 (680) 223-3390
Address: 418 Broadway STE R; Albany, New York 12207; United States