Shipping policy

**We are here to help with any questions you may have. Our staff is available by phone from M-F 9am-5pm EST. All email inquiries are responded to within 24 hrs. ** If you have specific delivery requests or time restraints please give us a call so that we can accommodate your needs**

TheFireStop.com is proud to offer free standard shipping within the Contiguous US on all orders! This means that shipping is included in the price and you will not pay anything additional for having the item shipped to you.

Our goal is to process all orders within 24 hours and ship within 72 hours. Once the item has been shipped, it could take 5 - 7 business days (excluding weekends) to get to your job site or residence.

Smaller items are shipped via ground service (UPS/FedEx Ground). These shipments do not require a signature. If the driver feels the delivery location is safe, they may leave the package, or they may require a signature. These shipments will typically be left at the front door or garage of your residence. There is a typical transit time of 3-5 business days for these shipments.

Larger or more fragile items are shipped via LTL freight. ALL LTL/FREIGHT shipments require a signature. Our free freight delivery is standard “Curbside delivery”. Typical transit time for these shipments is 5-7 business days. Please see below for additional freight delivery options.

Tracking information will be emailed to you as soon as your item ships.

If you have specific time constraints or need to delay a shipment, give us a call! (800) 400-0213

If you are located outside of the Contiguous U.S. and would like a shipping quote, please contact Customer Service for assistance at (800) 400-0213 or Email: support@thefirestop.org for a shipping quote.

All Freight orders ship with FREE CURBSIDE delivery. If additional delivery services are required please contact Customer Service prior to your order shipping for a quote on additional services. Once an order is shipped we are unable to upgrade the delivery service or change a shipping address without incurring additional fees.

All items ship fully insured by TheFireStop.com – Please review our damage/return policy to ensure proper reporting/procedure if your item is received damaged. It is very important to open and inspect all shipments immediately upon delivery. Failure to do so may void any replacement.

All freight shipments are subject to federal shipping guidelines and do require a more attention to detail when receiving your packages. Although all freight shipments are packaged for these types of transports, damages do happen. It is very important that these damages are reported within 24 hours, as all trucking companies will not accept a damage claim after these time period and it does make it much harder to make a claim for damage after this timeframe. If damage is noticed at shipment, please write "DAMAGED" on the packing slip provided by the driver. All drivers are required to stay by federal law while you inspect your delivery, if they do not comply, please email us at support@thefirestop.org or call (800) 400-0213, so we can assist with making sure you receive the fireplace in good condition.

Because we ship from multiple warehouses, some parts of your order may ship from one of our 31 locations. Some of these warehouses are busier then others and take a little longer to get shipments out the door. In this case, if you have not received these additional PRO numbers and Tracking details, email us at support@thefirestop.org or call (800) 400-0213 to get those details

Please inspect all packages carefully for damage. Keep in mind many items are (double boxed) for added protection and although an exterior box may arrive in bad shape the interior box and contents usually are fine. These are only packing materials. The best policy is to inspect your item carefully and contact us if you experience a problem. We are here to help!

If you have any questions, please contact us by emailsupport@thefirestop.org or calling (800) 400-0213

For more information, please refer to the U. S. Government Freight Transportation Handbook below.

https://www.gsa.gov/buy-through-us/products-and-services/transportation-and-logistics-services/transportation-audits/freight-transportation-handbook

***While we try to ensure accuracy, we reserve the right to correct any errors in pricing or descriptions of all products, and to cancel or refuse to accept any order based on an incorrect price or description. Such corrections may be made even after an order is accepted.

Freight Delivery Options:

All freight deliveries require someone present at time of delivery who is able to inspect and sign for the shipment.

If you require upgraded shipping options please contact our Support Team for assistance and pricing

Curbside Delivery :

All standard freight shipments are delivered via Curbside Delivery. The driver will remove your item from the back of the truck. You will then be responsible for carrying the product to your home. The driver may assist you with this, but is not required to. If the driver is able to access the driveway with his truck, they may back in and unload in the driveway – again – they are not required to.

Threshold Delivery:

Threshold delivery service provides two-man delivery, to inside the threshold (front entry) of your residence or garage. The product will be left in the original packaging. If you live in an apartment building or condo in which a service elevator is not available, the product will be carried up two flights of stairs from the building threshold (4-15 steps = 1 flight).

Room of Choice:

Room of Choice service provides a two-man delivery team to place your purchase inside your home in the room of your choice. This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight).

White Glove :

White Glove delivery service provides a two-man delivery team to place your purchase inside your home in the room of your choice. This service includes carrying the product up two flights of stairs from the building threshold (4-15 steps = 1 flight). Once the product is in the room of your choice, the delivery team will unpack the product and provide basic setup not requiring tools (i.e. will set pieces next to each other, or on top of each other). The delivery team will also remove and dispose of all packaging.

*There are no shipping options that require the delivery team to hook up electrical or component wires. If you would like the delivery team to carry the product up more than 2 flights of stairs and/or want them to increase the assembly period there will be additional charges. Please call 1-800-859-2903 if you need these additional services. Any additional service requested at the time of delivery will be billed to the recipient. TheFireStop.com will not be responsible for additional freight services requested at the time of delivery.

Delivery Notification Details:

When your order ships we will contact you with delivery details including the name of your freight carrier, estimated arrival date of your order and contact information for the freight company. If you have any questions about your delivery service, please contact us at Room of Choice.

VERY IMPORTANT:

You MUST inspect the package at the time of delivery. If the box has any damage, or if you suspect the contents of the box are damaged, please write "PRODUCT DAMAGED" clearly on the sheet that the driver will ask you to sign. This ensures that TheFireStop.com can easily resolve this issue with the shipper. If the item is refused for any reason other than damage, which must be clearly noted on the sheet the driver asks you to sign, you may be liable for the round trip shipping charges. If you have concerns regarding possible damage when your shipment arrives, contact us at (800) 400-0213 for assistance.

TheFireStop.com recommends that ALL products are installed by a licensed installer. Please review all model manuals and installation guide to ensure products are installed correctly. TheFireStop.com is not responsible for any errors in installation or incorrectly purchased products to be used for installation. Manufacturer's guides should always be used to verify required materials and products prior to installation.