Refunds, Returns, and Shipping Policies
Free Shipping on all purchases over $99. Colorado Fireplace Supply ships nation-wide to the lower 48 continental states. All purchases within the state of Colorado are available for delivery. Any purchases under $99 in value are subject to standard shipping charges.
Orders usually ship within 5-7 business days or less. Colorado Fireplace Supply uses standard carriers such as USPS and UPS. All heavy goods such as fireplaces are shipped on pallet via freight (see below). You are required to be available for a delivery appointment. Delivery appointments will be scheduled when the shipment is in your area and the freight company will contact the phone number provided during checkout. Fireplace purchases within the state of Colorado are delivered by Colorado Fireplace Supply. Customer service will contact customers in Colorado to schedule a delivery time for fireplaces. When receiving a shipment upon delivery it is important that you inspect the item(s) before accepting them from the shipping courier.
If your shipment is received damaged, a claim must be made within 3 days of receipt. Please open your package and inspect upon receipt. If a package arrives damaged, save all packing materials and contact us immediately. We will file a claim with the shipping company for all shipments other than freight. In most cases, the purchase price and the original shipping costs (if charged) will be refunded to the original purchaser or we will send a replacement.
Please note: delivery of a freight order will require a signature. The carrier will call approximately 24 hours before delivery to schedule a delivery appointment spanning a 4-hour period during normal business hours. Please include a daytime phone number in the shipping information at check out. The shipping company will unload the item generally at the end of the driveway. Please make sure the delivery area is free of obstacles and clear. It is your responsibility as the recipient to move the freight item after the item is delivered.
Allow 5-7 Days for delivery.
You must be present at time of delivery.
Please thoroughly inspect the freight package while the driver is present for any external damages. If damage has occurred, note the damage(s) on the Proof of Delivery (BOL) and contact our Customer Service Department at 800-358-3420.
Damaged Freight Items
It is your responsibility as the recipient known as the "consignee" to thoroughly inspect your freight delivery inside and out and report any damage prior to signing the shipper paperwork and while the delivery driver is present; failure to do so can void replacement or refunds for the damage and Colorado Fireplace Supply will be released of all responsibilities. If damage has occurred follow the instructions on the Freight Terms & Conditions you received and agreed to prior to shipment, and contact our offices. YOU MUST NOTE DAMAGES ON THE PAPERWORK PRESENTED TO YOU BY THE SHIPPING COMPANY. If you have received and signed for the freight package without doing so, the shipping company and Colorado Fireplace Supply are released from any responsibility for damage and all damage claims will be denied, so it is essential to inspect the package thoroughly.
Our policy lasts 14 days. If 14 days have passed since your purchase, unfortunately we can’t offer you a refund or exchange. If a return is needed to be completed within the 14 day policy, contact customer service. We accept returns as long as the item is returned in original condition. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the item shows any signs of use, wear, abuse, or is in any other condition than the condition at delivery, the customer may or may not be eligible for a refund.
Refunds are solely up to the discrepancy of Colorado Fireplace Supply. You will be responsible for paying for your own shipping and delivery costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance as Colorado Fireplace supply cannot guarantee that we will receive your returned item. Items returned damaged will not receive a refund so it is encouraged to purchase insurance for the shipment.
When receiving a shipment upon delivery it is important that you inspect the item(s) before accepting them from the shipping courier. Regarding freight deliveries, if any damages to the shipped items have occurred, note "Damaged" on the BILL OF LADING (BOL) served at the time of delivery and DO NOT SIGN the document. Immediately contact customer service after refusing shipment. If the Bill of Lading is signed, this may affect the refund, exchange, or reimbursement allowed to you which will then be up to the sole discretion of the shipping company. Please do not send your purchase back to the manufacturer. Please contact customer service if you need to return your purchase.
NON RETURNABLE ITEMS
Venting material is not eligible for returns. Please verify you have purchased the correct venting material for your installation job. Spray paint and cleaners are also not returnable.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance as Colorado Fireplace supply cannot guarantee that we will receive your returned item.
Shipping costs on initial purchase are non-refundable. Refunds issued on products over $900 are automatically subject to a 20% restocking fee. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. There are certain situations where only partial refunds are granted (if applicable). This may be on any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Late or Missing Refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again and then contact your credit card company. It may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us.
Only regular priced items may be returned. All clearance items are final sale and cannot be returned.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We only replace items if they are defective or damaged due to manufacturer error. For exchanges, item must be returned according to our return policy above. In the event that the error was on Colorado Fireplace Supply's end, we will simply exchange the item for the correct one. Please do not send your purchase back to the manufacturer. Please contact customer service if you need to return your purchase or send us an email to receive an RMA form.