Receiving Your Freight Delivery, Step by Step

Large fireplaces ship by freight, usually on a pallet, and delivery is often by appointment. This guide walks you through what to do when the driver arrives so that, if anything is damaged, we can replace or refund it quickly. The full terms are on our Shipping & Returns page, which is the authoritative policy.

Before the driver leaves

  1. Look over the pallet and box. Torn shrink wrap, dents, tears, or a damaged pallet are all worth noting. Do not sign until you have looked the shipment over.
  2. If you see damage, write "Damaged" on the delivery receipt, then sign. If you cannot open the box at the door, write "Subject to concealed damage," then sign.
  3. Photograph the item, the box, and the shipping label. Make sure the label is visible in at least one photo.

Within 24 hours of delivery

  1. Email support@verygoodfireplaces.com with your order number and the photos.
  2. We take it from there. If your order arrives damaged, we will replace the item or refund it in full, and you will not pay shipping on the replacement or the return.

Why the receipt and the 24 hours matter

We cannot cover repair or replacement costs if the damage was not noted on the receipt or was reported more than 24 hours after delivery. The notes on the receipt and the photos are what we use to open the claim.

Missed appointments and special cases

If no one is available at the delivery appointment, the standard return terms apply, as described on our Shipping & Returns page. If you use your own freight forwarder or export an item yourself, we are not responsible for replacing or refunding anything damaged or defective.

Need help?

Email support@verygoodfireplaces.com, visit the FAQ, or contact our team. If you are still choosing a model, use our personalized fireplace recommendations before you order.