Shipping & Returns
This page is the authoritative Very Good Fireplace policy for shipping, delivery, returns, cancellations, and damage claims.
This Shipping Policy explains order processing, transit, freight delivery, and damage reporting for purchases from Very Good Fireplace.
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.
Freight delivery and inspection
Inspect the shipment before signing whenever possible. Note any visible damage on the carrier delivery paperwork and take clear photographs of the packaging and product. If you cannot fully inspect the shipment at delivery, write that on the delivery paperwork.
Report shipping damage to support@verygoodfireplaces.com within 24 hours so we can begin the carrier or manufacturer claim process.
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 and cancellations
Return eligibility, cancellation fees, exclusions, and brand-specific windows are governed by our Refund Policy.
Returns, cancellations, and refunds
Standard return window
Most unused, uninstalled items may be returned within 30 days of delivery. The product must be in new, resalable condition with the original packaging, accessories, manuals, and parts. Return shipping costs are deducted from the refund unless the return is caused by our error or a confirmed shipping-damage claim.
Brand-specific return windows
Amantii, Remii, and Sierra Flame products must be reported for return within seven days of delivery.
Items that cannot be returned
- Clearance or final-sale merchandise
- Custom or made-to-order products
- Items marked non-returnable on the product page
- Products that have been used, installed, assembled, modified, or damaged after delivery
Holiday returns
Eligible purchases made from November 1 through December 31 may be returned through January 31, subject to the same condition requirements and exclusions above.
Cancellations
Contact us immediately if you need to cancel. Orders cancelled after 24 hours may be subject to a 5% administrative fee. Custom and made-to-order products are final and may not be cancellable once production or processing begins.
Shipping damage
Damage claims are handled under our Shipping Policy. Inspect freight deliveries, note visible damage on the carrier paperwork, take photographs, and contact us within 24 hours.
Starting a return
Before shipping anything back, email support@verygoodfireplaces.com with your order number, product condition, and reason for return. We will confirm eligibility and provide return instructions. Unauthorized returns may be refused.
Need help?
Visit the FAQ, contact our team, or use our fireplace recommendation service before ordering.