Shipping policy
Last Updated: July 23, 2026
This Shipping Policy explains how orders placed through American Fireplace Supply are processed, shipped, and delivered.
Shipping at a Glance
- Shipping area: Contiguous United States only
- Standard shipping: Free on eligible orders
- Order processing: Typically 1–2 business days
- Estimated transit time: Approximately 5–7 business days after shipment
- Oversized orders: Typically delivered curbside by freight carrier
- Delivery appointments: The freight carrier may contact you to schedule delivery
- Damage reporting: Report concealed shipping damage within 48 hours
- Sales tax: Currently collected only on orders delivered within New York State
- Customer service: Monday–Friday, 9:00 AM–5:00 PM EST
Processing and delivery times are estimates and may vary depending on product availability, supplier lead times, carrier schedules, weather, and other circumstances outside our control.
Shipping Area
We currently ship to eligible addresses within the contiguous United States, including the lower 48 states and Washington, D.C.
Free Standard Shipping
American Fireplace Supply offers free standard shipping on eligible orders delivered within the contiguous United States.
For oversized products, free standard shipping generally means standard curbside freight delivery.
Order Processing
Orders submitted before 4:00 PM ET on a business day enter our processing queue that same business day.
Orders submitted after 4:00 PM ET, on weekends, or on holidays enter processing on the next business day. Entering the processing queue does not mean the order will ship the same day.
Orders typically require approximately 1–2 business days, Monday through Friday, to process before shipment.
Estimated Delivery Time
After an order ships, delivery typically takes approximately 5–7 business days, Monday through Friday.
Order Confirmation and Tracking
After placing an order, you will receive an order confirmation email.
Once tracking information becomes available, it will be sent to the email address provided at checkout.
You may also view available order and tracking information by creating or logging into your account using the same email address used to place your order.
Freight shipments may require direct communication with the carrier to schedule a delivery appointment.
Freight and Oversized Deliveries
Many fireplaces, inserts, stoves, mantels, grills, and other oversized products are delivered by freight carrier because of their size or weight.
Standard freight delivery is generally curbside unless another service is specifically stated on the product page or arranged and confirmed before delivery.
The freight carrier may call, text, or email you to schedule a delivery appointment or confirm that someone will be available to receive the shipment.
Standard curbside freight delivery does not include inside placement, room-of-choice delivery, unpacking, installation, removal of old equipment, or disposal of packaging unless specifically arranged in advance.
Customers are responsible for providing an accurate delivery address and telephone number and for being available during the scheduled delivery window.
Before signing for a freight shipment, inspect the outside of the box, crate, and pallet for visible damage.
For complete delivery, inspection, and damage-reporting instructions, please review our Freight Delivery & Damage Claims Policy.
Damaged, Missing, or Incorrect Items
If major damage is clearly visible at delivery, contact American Fireplace Supply immediately. 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”, briefly describe the damage, and take clear photos.
Minor scuffs, small tears, or light wear on the outside of the packaging do not necessarily mean the product is damaged.
Concealed shipping damage, missing items, or incorrect items must be reported as soon as possible and no later than 48 hours after delivery.
Email support@americanfireplacesupply.com with the subject line:
Shipping Damage – [Order Number]
Include your order number, photographs, and a brief description of the issue.
Keep all original boxes, pallets, packaging, and packing materials until the claim has been reviewed and resolved.
Incorrect Addresses and Missed Deliveries
Customers are responsible for providing a complete and accurate delivery address, telephone number, and contact information at checkout.
American Fireplace Supply is not responsible for delays, failed deliveries, or additional charges caused by incorrect or incomplete customer information.
Additional carrier charges may apply if a shipment is:
- Redirected or returned
- Stored by the carrier
- Scheduled for redelivery
- Refused without confirmed major shipping damage
- Delayed by a missed appointment
- Sent to an inaccessible delivery location
- Shipped using an incorrect address supplied by the customer
Delivery Delays
Carrier and freight delays may occur because of severe weather, road conditions, supplier lead times, freight availability, or other circumstances outside our control.
If the estimated processing and delivery window has passed, please allow an additional two business days for carrier updates.
If your order still has not arrived, contact support@americanfireplacesupply.com so we can investigate with the carrier, supplier, or manufacturer.
Sales Tax
American Fireplace Supply currently collects applicable sales tax only on orders delivered to addresses within New York State.
For New York deliveries, the applicable state and local sales-tax rate is calculated at checkout based on the delivery address.
Orders delivered outside New York State are not currently charged sales tax by American Fireplace Supply.
Order Cancellations
To request a cancellation, contact us as soon as possible at support@americanfireplacesupply.com.
Cancellation cannot be guaranteed after an order has been processed, released to a supplier or manufacturer, assigned to a carrier, or shipped.
If an order has already shipped, our Return and Refund Policy will apply.
Questions? Contact Us
Customer service is available Monday through Friday, 9:00 AM–5:00 PM EST.
Visit our Contact Us page, email support@americanfireplacesupply.com, or call (855) 506-8593.
American Fireplace Supply
418 Broadway, Suite R
Albany, NY 12207
United States