Our Commitment to You
At Electric Fireplace Store, we’re dedicated to providing premium electric fireplace solutions for homeowners, interior designers, and businesses worldwide. Our carefully curated collection combines innovative technology with elegant design to transform your space with warmth and ambiance.
Shipping Information
We ship globally (excluding Asia and select remote regions) with two convenient shipping options:
| Shipping Method | Cost | Delivery Time | Carrier | Best For |
|---|---|---|---|---|
| Standard Shipping | $12.95 | 10-15 business days after shipping | DHL or FedEx | Faster delivery with tracking |
| Free Shipping | FREE (orders $50+) | 15-25 business days after shipping | EMS | Budget-friendly option |
Order Processing: All orders are processed within 1-2 business days. You’ll receive a confirmation email with tracking information once your order ships.
Please note that delivery times are estimates and may vary based on destination and customs processing. Some remote locations may experience longer delivery times.
Returns & Exchanges Policy
We want you to be completely satisfied with your electric fireplace purchase. Our straightforward returns policy reflects our commitment to your satisfaction.
Key Return Policy Details
- Return Period: 15 days from delivery date
- Condition: Items must be unused, uninstalled, and in original packaging with all tags and accessories
- Return Shipping: Customer responsibility (unless due to our error or defective product)
- Original Shipping Charges: Non-refundable (unless return is due to our error)
Step-by-Step Return Process
Contact our customer service team within 15 days of delivery at [email protected] with the following information:
- Order number
- Product name
- Reason for return/exchange
- Preferred resolution (refund or exchange)
- Your contact information
Once approved, we’ll email you a Return Authorization Number and detailed shipping instructions. Do not ship items without this authorization.
Carefully repackage the item in its original packaging with all included materials. Clearly mark the Return Authorization Number on the outside of the package. Ship to our Calgary facility using a trackable shipping method.
Returns Address:
Electric Fireplace Store Returns Department
2682 Th Ave
Calgary, CA T2P 1M6
Once we receive and inspect your return, we’ll process your refund or exchange within 3-5 business days.
Refund Timeline & Methods
Refunds are issued to your original payment method:
- Credit Card Payments (Visa, MasterCard, JCB): 5-10 business days after processing
- PayPal Payments: 3-5 business days after processing
Please note that shipping charges are non-refundable unless the return is due to our error or a defective product.
Exchange Policy
We’re happy to exchange eligible items for alternative products of equal or greater value. If exchanging for a higher-priced item, you’ll be responsible for the price difference plus any additional shipping costs.
Important Exceptions & Non-Returnable Items
Due to the specialized nature of certain electric fireplace products, the following items cannot be returned or exchanged unless they arrive damaged or defective:
- Electric Fireplace Inserts & Log Inserts (due to custom sizing and installation requirements)
- Built-In Electric Fireplaces (once installation has begun)
- Multi-Sided Electric Fireplaces (custom configuration products)
- See-Through Electric Fireplaces (specialized installation products)
- Any products that have been installed, used, or removed from original packaging
- Clearance or final sale items (as marked on product page)
For these specialty items, we recommend carefully reviewing product specifications, measurements, and installation requirements before purchasing.
Damaged or Defective Items
If your item arrives damaged or defective, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement at no additional cost to you.
Need Assistance?
Our customer service team is here to help with any questions about shipping, returns, or exchanges:
Email: [email protected]
Response Time: Within 24 hours during business days
Note: This policy applies to all regions we serve globally (excluding Asia and select remote regions). All return shipping costs are the responsibility of the customer unless the return is due to our error.