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FAQs

Why are some fireplace add-ons required? Why aren’t the required add-ons reflected in the advertised price?

This happens when the manufacturer provides several options to complete a fireplace instead of building a single straightforward model. For example, gas fireplaces often require a firebox, burner system, and gas logs. The firebox would be the base price we advertise, but you’d still need to select a burner system, and gas logs to complete your purchase. These “add-ons” are offered in many different varities and combinations. This causes the cost to vary based on your selections.

 

Do you install fireplaces?

We do not install fireplaces. We do recommend you find a local NFI certified fireplace installer which you can search for on NFI’s website here: Public – National Fireplace Institute (NFI) (nficertified.org)

 

Do I need to be home for delivery?

 

If you purchased a fireplace from us, the freight company we hired to deliver your purchase will contact you for a good time and date for delivery. Typically, if your purchase is being shipped via FedEx ground you do not need to be home. We always ask that you make sure your purchase has arrived undamaged prior to the delivery service leaving your home.

 

What is your return policy?

The quick answer is, we have a standard 30 day return policy. The item must be re-sellable, in the original packaging, and unused. Made-to-order, or custom-made items are not returnable. You can see our complete return policy here: Refund policy (outdoorfireplacesonline.com)

 

What do I do if my order is damaged at manufacturing or during delivery?

 

A lot of these issues are handled via the manufacturers warranty program. However, to avoid any prolonged problems, we simply ask you to email us at support@outdoorfireplacesonline.com and we will help you navigate the process easily. For simple problems, we can usually address them with our distributor quickly and seamlessly.

 

Has my order shipped?

 

Once we get notification from our warehouse that your order has shipped, we will email you the shipping company’s info along with your tracking number. You can always log into your account and see what the current status is as well. In some cases, we are seeing delays from our vendors with manufacturing and shipping. If you have any questions, please don’t hesitate to email us at support@outdoorfireplacesonline.com, and we will respond promptly.

 

Do you sell replacement parts?

 

We do sell replacement parts for many of the products in our store. We are only limited by what each manufacturer produces for replacement parts.

 

How do I know this store is legitimate?

 

Consumer trust is very important to us. We are an accredited BBB business (listed as Raines Industries), we are a member of the Hearth, Patio, & Barbecue Association, and we are a confirmed business through TrustedSite. TrustedSite offers up to $100,000 in the event of identity theft so that you can purchase with confidence.