Return and Refund Policy

Last updated: July 7, 2026

At American Fireplace Supply, we want customers to order with confidence. Please review this Return and Refund Policy before purchasing. By placing an order through https://americanfireplacesupply.com/, you agree to the terms below.

Return Window

Returns are accepted within 30 days from the date your order is delivered.

Return Eligibility

To be eligible for a return, the item must be:

• Unused
• Uninstalled
• Unopened
• In its original packaging
• In resalable condition
• Returned with all parts, manuals, accessories, and documentation included
• Free from damage caused after delivery
• Approved through our return authorization process before being shipped back

Items that have been opened, installed, used, altered, assembled, modified, damaged after delivery, removed from the original packaging, or returned missing components are not eligible for return.

Custom, special-order, clearance, final-sale, or manufacturer-restricted items may be non-returnable if stated on the product page, quote, invoice, or order confirmation.

How to Start a Return

To request a return, email support@americanfireplacesupply.com within 30 days of delivery.

Please include:

• Your order number
• Full name
• Item being returned
• Reason for return
• Clear photos of the unopened item and original packaging

If your return is approved, we will provide return instructions.

Do not ship items back without written authorization from us. Unauthorized returns may be refused or may not be eligible for a refund.

Restocking Fee

Approved buyer’s remorse returns are subject to a 25% restocking fee.

This fee helps cover handling, inspection, repackaging, supplier processing, manufacturer processing, and freight-related costs associated with oversized fireplace and hearth products.

Return Shipping

Unless the return is due to an error by American Fireplace Supply, customers are responsible for all return shipping costs.

Because many fireplace and hearth products are oversized or ship by freight carrier, return shipping costs can be significant. For freight or oversized items, the customer is responsible for coordinating and paying return freight unless otherwise confirmed in writing by us.

We strongly recommend using a trackable and insured shipping method.

Free Shipping and Return Shipping

American Fireplace Supply may offer free standard shipping on eligible orders to the contiguous United States.

Free standard shipping applies to the original outbound shipment only. It does not cover return shipping, return freight, upgraded delivery services, liftgate fees, inside delivery fees, storage fees, missed delivery fees, or other carrier-related charges unless otherwise stated in writing.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, contact us at support@americanfireplacesupply.com as soon as possible and no later than 48 hours after delivery.

Please include:

• Your order number
• Photos of the item
• Photos of the packaging
• Photos of the shipping label
• Photos of any visible damage
• A description of the issue

If approved, we will arrange a replacement, correction, exchange, replacement part, or other appropriate resolution.

Important Freight Delivery Inspection

For large or freight shipments, inspect the shipment before signing whenever possible.

Before signing, 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, note the damage clearly on the delivery receipt before signing and take photos before the driver leaves.

Examples of delivery receipt notes include:

• “Box damaged”
• “Pallet damaged”
• “Possible concealed damage”
• “Product damaged”
• “Glass broken”
• “Refused due to freight damage”

If the item appears severely damaged, you may refuse the delivery. Please contact us immediately with 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 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 report concealed damage within 48 hours or failure to keep the original packaging may limit our ability to assist with a replacement, refund, or freight claim.

Refund Processing

Once we receive and inspect an approved return, we will notify you whether the refund is approved.

If approved, your refund will be issued to the original payment method, minus the applicable 25% restocking fee and any return shipping costs, freight costs, or non-refundable service charges.

Please allow up to 7 business days after approval for us to process the refund. Your bank or payment provider may require additional time to post the credit.

Original Shipping Costs and Delivery Fees

Original shipping charges, upgraded delivery fees, liftgate fees, inside delivery fees, missed delivery fees, storage fees, address correction fees, and other carrier-related service charges are non-refundable unless the return is due to an error by American Fireplace Supply.

Exchanges

Exchanges may be available depending on product availability and condition.

Damaged, defective, or incorrect items may be exchanged, replaced, corrected, or resolved once the claim is reviewed and approved.

Order Cancellations

To request cancellation, email support@americanfireplacesupply.com as soon as possible.

We can usually cancel orders before they are processed, shipped, or released to a supplier, manufacturer, warehouse, or freight carrier.

Cancellations cannot be guaranteed once an order has been processed, shipped, or released to a supplier, manufacturer, warehouse, or freight carrier. If an order has already shipped, the return policy applies.

Orders that have already been processed or released may be subject to restocking, processing, or freight-related fees.

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:
American Fireplace Supply
418 Broadway STE R
Albany, New York 12207
United States