Shipping & Returns

This page is the authoritative Very Good Fireplace policy for shipping, delivery, returns, cancellations, and damage claims.

Processing and transit times

Most in-stock products ship within five business days and typically arrive two to five business days after shipment. Freight, special-order, backordered, and made-to-order products can take longer. Timing shown on a product page is an estimate, not a guaranteed delivery date.

Tracking information is normally sent within 24 hours after the order leaves the warehouse. Large products may ship by freight and require a delivery appointment or signature.

Address changes and delivery access

Contact us immediately if an address needs to be changed. Once an order has shipped, rerouting may not be possible and carrier fees may apply. The customer is responsible for providing accurate delivery information and reasonable carrier access.

Returns at a glance

  • 30 days from the delivery date*
  • Refund of the purchase price, with return shipping deducted (not deducted when the return is due to damage, a defect, or our error)
  • No restocking fee
  • Email us first so we can approve the return

*Amantii, Sierra Flame, and Remii products can be returned within 7 days of delivery instead of 30. All other return conditions below still apply.

How to return an item

You can return most purchases within 30 days of delivery (7 days for Amantii, Sierra Flame, and Remii products). The item must be unused, unmodified, and in its original packaging, including the shipping pallet if it came on one. To start, email support@verygoodfireplaces.com with your order number and the reason for the return. We will review the request and, if approved, send return instructions. Returns sent back without approval may be refused.

What can't be returned

  • Anything that has been used, installed, or modified
  • Items missing their original packaging, including the pallet
  • Clearance or final-sale items
  • Custom and made-to-order items (the product page notes whether an item qualifies)
  • Items marked non-returnable on the product page
  • Products that qualify for a manufacturer warranty claim (see Defective items and warranty below)

Holiday returns

Eligible purchases made from November 1 through December 31 may be returned through January 31, under the same condition requirements and exclusions above. The 7-day window for Amantii, Sierra Flame, and Remii products still applies to holiday purchases.

Exchanges

We can arrange exchanges, but an exchange is handled as a return under the terms above, followed by a new order for the item you want. If you are swapping for a different size or model from the same manufacturer, email us before ordering and we will let you know what we can do on a case-by-case basis.

Missed delivery appointments

If a delivery fails because no one was available at the appointment, the standard return terms apply instead: we refund the original order total minus outbound and return shipping costs and any resulting charges, such as missed-delivery or storage fees.

Refunds

Once we receive and process an approved return, the refund goes back to the card you paid with. Your bank may take up to 10 business days after that to post the credit. If we cannot refund the original card, we will issue store credit for the amount instead, usable on verygoodfireplaces.com.

Cancelling an order

Email support@verygoodfireplaces.com to cancel.

  • In-stock items, within 24 hours of ordering: no cancellation fee.
  • In-stock items, after 24 hours and before the order ships: a 5% cancellation fee applies.
  • Once the order has shipped: it can no longer be cancelled. Return it under the return terms above once it arrives.
  • Backordered or pre-ordered items: cancel any time before the new stock reaches our warehouse. Once the order is queued to ship, the shipped-order terms above apply.
  • Made-to-order items: cancel within 24 hours of ordering. After that, production has started and the order cannot be cancelled.

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. To qualify:

  1. Write the damage on the carrier's delivery receipt before the driver leaves.
  2. Photograph the item and the box with the shipping label visible.
  3. Email the photos to support@verygoodfireplaces.com within 24 hours of delivery.

Receiving a freight delivery

Check the packaging before you accept the shipment, and do not sign until you have looked it over. Torn shrink wrap, dents, tears, or a damaged pallet are all worth noting.

  • If you see damage, write "Damaged" on the receipt, then sign.
  • If you cannot open the box at the door, write "Subject to concealed damage," then sign.

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.

Using your own freight forwarder or exporting

If you ship an item with your own forwarder, or export it outside the United States yourself, we are not responsible for replacing or refunding anything damaged or defective. Please do not list Very Good Fireplaces on export paperwork.

Defective items and warranty

Every product carries a manufacturer's warranty. Check your manual for details. If something arrives defective, email us and we will open the claim with the manufacturer on your behalf. Defective products fall under the manufacturer's warranty rather than the return terms above.

Need help?

Visit the FAQ, contact our team, or use our fireplace recommendation service before ordering.