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Our Most Frequently Asked Questions

Have questions about Shipping or Returns?

Questions about our Price Guarantee?

Want to know about our Package Deals?

Alaska and Hawaii require air shipping for portable items, and sea/freight combo shipments for larger items. Due to the much higher cost of transit, free shipping promotions do not apply to Alaska & Hawaii. 

Yes! is one of the largest online Fireplace retailers and only carries brands that we are 100% authorized to sell. This means you get the full warranty with every purchase. In fact, all of our Heating products are shipped directly from the manufacturer themselves, which saves you both time and money! We are an authorized dealer for Napoleon, Amantii, Bio-Blaze, and many more top brands.

We understand that the world of online buying can be confusing and uncertain, and invite you to call any of our top manufacturers to verify our A+ service.

Our goal is to keep clutter-free and easy to use. This means we do not always list every single product out there. But if there is something you want to purchase from any of our manufactures, we'll happily procure it for you at the best price, guaranteed. Simply email us at with your request and one of our staff members will send you a personalized invoice.

Ordering Online: Find a product you'd like to buy and click on the order button. Follow the instructions on the order page. If you are ordering more than one product, use our add to cart feature. If there were any options, colors, or upgrades that you missed, one of our custom service staff members will contact you either by email or phone. In-stock items are shipped 24-48 hours after we receive the order.

Ordering by Phone: Our friendly, knowledgeable staff will help you select your Fireplace based on your individual needs. Our top brands and competitive prices ensure that you'll be completely satisfied with every phone purchase you make. Go ahead and order the product online, then give us a call and we'll add on the features you want :)

Ordering by Email: If you want to place your order through email, send us a message to and one of our staff members will promptly get back to you with a total price. Please include the product in mind, color, and any options or upgrades that you might require.

At this time, we are unable to ship to APO addresses. We apologize for the inconvenience.

At this time, we are unable to ship to P.O. Boxes due to the size of our products and for fraud prevention.

We will send you a confirmation email immediately. Once your order ships, you will receive tracking information as well. If your item ships freight line or requires manufacturing lead time, a representative will email you the order and lead time for delivery.

Immediately after your order has shipped, we will email you with your shipping information. For large orders including freight shipping orders and orders over 250lbs, our shipping company may call you prior to delivery to coordinate a convenient delivery time for you.

As soon as your order ships we will email with your shipping information and tracking number. This allows you to easily track the daily progress of your order from our warehouse to your door step.

Our website works as our online catalog. We try to add products regularly to give you the best and widest possible selection. It would be difficult for us to keep a printed catalog current, since manufacturers constantly update their product lines. If you are unable to find what you are looking for, please call us at 786-332-6784 or email us at We will do our very best to promptly answer your query.

Instead of having a warehouse full of inventory and having only certain colors, sizes and makes in stock, we have partnered with the manufacturers to have them directly ship your order to you. This means that as long as there isn't a problem on the manufacturer's side, you can assume that all fireplace and heating equipment listed on our website are in stock and ready to ship. Custom items take an additional 1-2 weeks to build and ship. If your item isn't in stock for whatever reason, we'll immediately contact you via phone or email to discuss alternatives. If we can't find a happy alternative, we'll happily refund 100% of your money.

Since we are an authorized dealer for all products that we carry, you will receive a full warranty on your purchase. There are no middle men--your warranty will be serviced directly by the manufacturer. Please check the manufacturer's website for their specific warranty terms or feel free to contact us to inquire about warranty terms. If you need assistance with the warranty of a product you purchased from us, contact us at any time and we'll immediately help you.

Please see our Shipping and Returns Page here

Please see our Price Guarantee Page here

CE marking is the manufacturer's declaration that the product meets the requirements to be sold in the European Economic Area.

Please see our "how to contact us" Page here


on orders above $99


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