Order Confirmation:

Upon placing your order, you will promptly receive an email confirmation. Subsequently, we will conduct a thorough inventory check to ensure all items are in stock and available for immediate shipment. If your order aligns with the advertised delivery timeframe, we will promptly process it for shipment to our warehouse. In cases where the expected delivery time extends beyond the advertised timeframe, we will reach out to you via email and/or phone for confirmation.

Order Shipment:

Within one business day of your item being shipped, you will receive an email confirmation containing a tracking number. If you do not receive tracking information within six business days of placing your order, please don't hesitate to get in touch with us for assistance.

Estimated Time of Arrival:

Our typical delivery timeframe ranges from 2 to 10 business days. Custom-made products generally require 3 to 5 weeks for delivery. If the expected delivery date for your order would fall outside of the advertised 2-10 business day time frame, our customer service team will contact you to ensure your agreement with the revised timeline.

Covered Areas:

Please note that all estimated delivery dates and shipping costs advertised on our website apply exclusively to the Contiguous United States. For inquiries regarding shipping to Hawaii or Alaska, kindly reach out to our customer service team. While we do not offer direct shipping to Canada, we are more than willing to ship your order to the freight carrier of your choice.

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:

It is very important that you inspect the packaging of your items when they arrive and check if you received all boxes listed on the delivery receipt. If you notice any damage or shortage of packages, you must make note of it on the bill of lading, take pictures, and refuse delivery. Your note should say "refused due to damage". You must also take photos of all sides of the box and send them to us within 2 days. If there are no damages visible before opening the box, you must note "subject to further inspection may contain concealed damage". If you notice any damage after receiving the delivery, do not throw the box away, and contact us with the photos. After we receive information from you about the refused delivery or concealed damage, we immediately initiate a claim with the shipping company or with the manufacturer. After the claim is fully processed, we ship all replacements at absolutely no cost to you.

Cancellations & Refunds:

We offer free order cancellations before the shipping label or Bill of Lading is generated, or prior to the commencement of production for custom orders. Please note that custom-made items are not eligible for refunds once production has begun. To be eligible for a return, the item must be unused and in its original condition, with all packaging intact and in perfect condition. Orders delivered outside of the United States are not eligible for refunds. If your order arrives damaged, please refer to the "Damages" section. Our refund policy extends for 30 days. If 30 days have elapsed since your purchase, regrettably, we cannot process a refund. Prior to returning an item, please contact us to discuss shipping details. All refunds will be credited to the original credit card or PayPal account used for the purchase, within two days of receiving the returned items at our warehouse.

Please contact sales@usnationfireplace.com for any questions regarding shipping time.

We strive to provide the best online prices possible and stand behind our commitment with our 110% Best Price Guarantee. If you discover an identical item we carry at a lower price from a legitimate online store, we'll beat their price by 10% of the difference. Here's how it works:

To request your discount, simply call or mail us. We typically respond within 1-2 business hour.

Here are the details:

• The competitor's item must be identical to the one we carry, including shipping and taxes.
• Promotional offers like rebates or buy one, get one free deals are not eligible.
• The item must be in stock at the competitor's online store.
• The competitor must be an authorized retailer of the product and cannot be violating any advertising price agreements with the manufacturer.
• Auction sites or discounters like eBay or overstock.com are not eligible.
• The price match covers both the item price and shipping charges but excludes sales tax.
• Some brands may be excluded from this offer. Please contact us for more information.

To request your 110% Best Price Guarantee, email us at sales@usnationfireplace.com or call us directly at 302-314-5781

We're dedicated to ensuring you get the best value possible.