Shipping Policy
Order Confirmation:
Upon placing your order, an email confirmation will be promptly sent to you. We then undertake a meticulous inventory check to ensure all ordered items are in stock and available for immediate dispatch. If your order aligns with our advertised delivery timeframe, we will swiftly proceed to prepare it for shipment. However, should the expected delivery timeframe exceed our advertised period, we will promptly notify you via email and/or phone to confirm the order.
Order Shipment:
Within one business day of dispatching your item, you will receive an email confirmation containing your tracking number. Should you not receive this tracking information within six business days of placing your order, please feel free to reach out to us for assistance.
Estimated Time of Arrival:
Our standard delivery period typically spans 2-10 business days. Custom-made products, however, may require a longer lead time of 3-5 weeks. If your order's anticipated delivery date falls outside our standard timeframe, our dedicated customer service team will contact you to ensure your agreement with the adjusted schedule.
Areas Covered:
Kindly note that all estimated delivery dates and shipping costs specified on our website pertain solely to the Contiguous United States. For deliveries to Hawaii or Alaska, or for shipping inquiries regarding Canada, please contact our customer service team. While direct shipping to Canada is not available, we can arrange for your order to be shipped to a freight carrier of your choosing.
Expedited Shipping Options:
Most items shipped via standard parcel service may be expedited for an additional cost to decrease shipping time or guarantee** delivery by a certain date. This does not include processing time, which may or may not be altered subject to manufacturer resources and discretion. Items shipped via freight are shipped at the fastest available speed (Priority Freight) and are, therefore, unable to be expedited further.
If an expedited/overnight request is made after 2 PM Central Time, the order will be processed and shipped the following business day. Please call our Customer Service department at 302-314-5781 or sales@usnationfireplace.com to determine expedited shipping availability and pricing.
**Expedited shipping options are still subject to carrier's restrictions and limitations which include, but are not limited to, weather events and natural disasters preventing on-time expedited shipping.
Damages:
Upon receiving your items, it is imperative to inspect the packaging thoroughly and verify the receipt of all listed boxes. Should any damage or shortage be observed, please make a note of it on the bill of lading, capture photographic evidence, and refuse delivery with the notation "refused due to damage." Additionally, photographs of all sides of the damaged box must be taken and forwarded to us within 2 days. In cases where damages are not visible until after opening the box, please note "subject to further inspection may contain concealed damage" on the bill of lading and promptly notify us with accompanying photos. Upon receipt of this information, we will initiate a claim with the shipping company or manufacturer, and upon claim approval, we will promptly dispatch replacements at no additional cost to you.
Cancellations & Refunds:
We offer hassle-free cancellations at no charge prior to the creation of the shipping label or Bill of Lading, or before the commencement of production for custom orders. Please note that custom-made items are ineligible for refunds once production has commenced. To qualify for a return, the item must be unused, in its original condition and packaging. Orders shipped outside the United States are non-refundable. Our refund policy extends for a period of 30 days from the date of purchase. Should you wish to initiate a return, kindly contact us to coordinate shipping details. Refunds will be processed within 2 days of receiving all returned items at our warehouse, credited to the original payment method used for the purchase.
For any inquiries regarding shipping times, please contact sales@usnationfireplace.com.
