Shipping & Returns
OUR SHIPPING PROCESS1. Order Confirmation: Once we receive your order, we immediately contact our suppliers to confirm availability for immediate shipment. If your item is on backorder or unavailable, we will email you with the estimated shipping dates and ask for your confirmation to proceed with the purchase. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order. Your item should arrive within 2-5 days after shipping, depending on your location. 2. Order Shipment: If your order is in stock and we've processed the charges to your credit card, it will ship within five business days. We will send tracking information to the email address you provided within 24 hours of your order leaving the warehouse. If you don't receive tracking information within six business days, please contact us at info@verygoodfireplaces.com. |
DAMAGES OR DEFECTSPlease inspect the packaging of your item(s) upon arrival. If you notice any damage, note it when signing for delivery. If your item(s) arrive damaged, send photos to info@VeryGoodFireplaces.com, and we will process an insurance claim on your behalf. Damages must be documented at the time of delivery. If delivery is refused for reasons other than damage, return shipping costs will be deducted from the refund. NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the Freight Bill of Lading/Acceptance Log. If you cannot inspect the contents at the time of delivery, make a notation on the lading that there appears to be some damage and that you were unable to inspect the contents before signing. You then have 24 hours to initiate a damage claim with us. |
RETURNSWe strive to ensure your shopping experience is enjoyable and seamless. Your satisfaction is important to us. If a product doesn’t meet your needs, we’re here to help. Most unused items can be returned within 30 days of delivery. Return shipping costs will be deducted from the refund. If delivery is refused for reasons other than damage, return shipping costs will also be deducted. Submit your return request to info@VeryGoodFireplaces.com within 30 days of delivery. You will receive an email confirming whether your return request has been accepted or denied within one business day. Upon receiving and inspecting the return, your refund will be issued within one to two weeks. Items returned outside of this process or period are not eligible for a refund. Items that are not eligible for return include:
The following brands are eligible for our Return Policy but are limited to a 7-day returns window:
Holiday Policy: Items purchased from November 1st – December 31st can be returned until January 31st. |
CANCELLATIONSAny order canceled after 24 hours is subject to a 5% administration fee, regardless of whether it has shipped. Once an order is submitted, we cannot guarantee cancellations. All orders are processed, packed, and shipped as quickly as possible. If you miss the cancellation period, please contact us, and we will assist with a return or exchange. Most items are eligible for cancellation; however, some items are specially fabricated for you and cannot be canceled once the materials are ordered and fabrication begins. All sales are final for the following items:
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EXCHANGESIf you want to exchange your product for something similar or a different item, we can help! We offer two exchange options: Standard Exchange and Expedited Exchange. Please note that our standard return policies apply.
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