Shipping Information

SHIPPING OVERVIEW

For accurate delivery estimates, we provide the time-frame it takes for your order to be filled before the order ships. Please review each item’s stock status and ships-within time on the item page or in your shopping cart.

All orders are processed Monday through Friday. We strive to ship your items as fast as possible, so your order may ship sooner than estimated, and you may receive multiple deliveries. Tracking will be sent to the provided email address.

Item Availability

Most of our products are “Stock Items”. On each item’s page, you will see the “Ships Within” time above the “Add to Cart” button. You will notice that some items are labeled differently. Any time you see these labels next to the “Ships Within” time, that indicates a specialty product.

Below is a breakdown of the various product terms you may see:

Custom-Made

The product will be fabricated to your exact and unique specifications.
These products are final sale – they are unable to be cancelled or returned once the order is placed.

Made-to-Order

Once you place the order, fabrication will begin.
These products are final sale – they are unable to be cancelled or returned once the order is placed.

Special Order

The product is not a stock item, but able to be ordered from the manufacturer. These items generally take longer to fulfill than stock items.

Backorder

This product is currently not available, but it will arrive back in stock soon.

Ground Shipments

Most ground shipments will be fulfilled through FedEx or UPS and will not require a signature. This is what you can expect once the order ships: Standard:

Standard: 3-5 business days
3-Day: Delivery in 3 days, once the item ships
2-Day: Delivery in 2 days, once the item ships
Next-Day: Delivery the next day

Please Note: This does not include the time it takes to fill the order. Expedited shipments are delivered on weekdays only. Refunds are not eligible for expedited shipping delays due to acts of nature outside of our control.

Ground Shipping Address Changes

Addresses can be updated by contacting us at no additional cost before the order has shipped. Once the order has shipped, we can request an address change for no additional charge, but the shipping carrier cannot guarantee the change.

Curbside Freight Shipments

Items that are too large or delicate to ship by standard ground carrier are required to ship freight. Freight carriers are specially trained to handle oversized and fragile items safely, for better delivery service. Here’s what to expect from the freight shipping process:

Once your order ships, you will receive a tracking number that has an estimated delivery date to your local freight terminal.
The carrier will call you at your provided phone number to schedule a delivery appointment within the next 1-2 business days. Only weekday appointments are available. If you are unable to receive the shipment within 1-2 business days of its arrival at the freight terminal, contact us.
All standard freight shipments are delivered curbside. The driver will bring the item to the curb and is not authorized to move it further. Anything past curbside delivery must be arranged before placing the order.
Upon delivery, you will need to inspect and sign for the shipment. Prior to signing, any visible damage to the shipment and products, along with any missing items, must be noted on the delivery receipt. FireplaceSurplus needs to be notified of product damage and missing parts within one business day of receiving your shipment.

Curbside Freight Address Changes

Addresses can be updated by contacting us at no additional cost before the order has shipped. Once the order has shipped, the freight carrier will charge an additional fee to update the delivery address.

Shipping Costs

We pay most shipping costs for delivery to our customers. Here is a breakdown of what you can expect:

Orders over $99 ship FREE!
Orders under $99 ship with a flat rate of $9.99
For international shipments, including deliveries to Alaska, Hawaii, or any U.S. territories outside of the Contiguous U.S., you will receive a shipping quote through email within 1-2 business days of placing your order. This includes any shipment that requires a ferry or boat for delivery. The order will not be processed until you have approved and paid for the shipping cost.
The customer is responsible for shipping both ways on orders returned that are marked undeliverable by the shipping carrier.
Any delivery past standard curbside delivery is subject to availability and costs paid by the customer.

Please Note: Shipping is not available to P.O. Boxes or Military APOs.

DEFECTIVE

We strive for excellence and stands by the products we sell! In the unlikely event that you receive a defective product, our technical team will guide you through the manufacturer’s warranty process.

Depending upon the manufacturer’s warranty procedure, part(s) will be sent to you to replace the faulty component, or you’ll return the part(s) to the manufacturer for repair. Once the product has been installed or used, it is no longer returnable, and the warranty process begins. We will facilitate the warranty request on your behalf to the manufacturer. The manufacturer will review the claim, and we will let you know if it has been accepted or rejected. Some manufacturers require defective parts to be returned for quality control purposes.

We are not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods. We always recommend that you wait to schedule installation until after your order has arrived and been inspected.

If your item has a defect outside of the warranty period, we will not be able to facilitate a claim to the manufacturer. We can continue to supply any replacement parts or replacement units, as needed. Please contact us for pricing. Please note, this may not be eligible for discontinued items.

DAMAGE

We strive to ensure your order delivers in excellent condition; however, there are rare occasions when items do sustain damage during transit. We assume responsibility for any item(s) damaged in shipping that are reported within the claim time listed below.

Freight/Signature Required Deliveries:

By signing for the delivery without noting any damage or missing items on the delivery receipt, you are accepting that your full order has arrived in excellent condition.
The order must be opened and inspected in the presence of the delivery driver.
Any damage or missing pieces must be noted on the delivery receipt.
Do not discard the damaged item(s) or the original packaging.
For any type of damage, please note on the delivery receipt: “Refused due to damage” and contact us immediately.
Contact us to report the damage within ONE business day and include delivery details, along with photos illustrating the damage.
Any damaged item(s) are required to be returned within 7 days. If not returned in this period, the original payment method will be charged.

FireplaceSurplus is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of damaged goods. We always recommend that you wait to schedule installation until after your order has arrived and has been carefully inspected.