Shipping & delivery

Orders over $200 ship free. Orders under $200 ship for a flat $35, and you will see it at checkout before you pay.

We ship to all 50 U.S. states. Orders to Alaska and Hawaii may carry an additional carrier charge on oversized or freight items; if one applies to your order we will contact you with the exact figure before anything ships, and you are free to cancel at no cost.

Very long or oversized pallets (over 96 inches) may also carry an additional freight charge anywhere in the U.S. If one applies, we will contact you with the exact figure before anything ships, and you are free to cancel at no cost.

We do not currently ship outside the United States. If you are ordering for a commercial project abroad, contact us about delivery to a U.S. freight forwarder of your choice.

Most in-stock orders leave the warehouse within one to two business days. Because we ship factory-direct from the manufacturer for many brands, some units are built to order. If your item has a longer lead time we will tell you the expected date by email as soon as the order is placed.

• Parcel items (accessories, covers, controllers): 3–7 business days in transit.
• Freight items (fireplaces, fire tables, grills, saunas): 7–21 business days.
• Built-to-order and custom finishes: quoted individually before you buy.

Anything heavy or oversized ships by freight carrier on a pallet. The carrier will call to schedule a delivery window. At checkout, use a phone number where they can reach you.

• Delivery is curbside. The driver is not required to bring the unit inside or up steps.
• Someone over 18 must be present to sign for the shipment.
• If you need a lift gate, inside delivery or a specific appointment, tell us before the order ships and we will arrange it.

Check your shipment while the driver is still there. Photos and notes on the delivery receipt help document any damage for a carrier claim.

• Inspect the packaging before the driver leaves, even if the outside looks fine.
• Note any dent, tear, crush or puncture on the delivery receipt before signing.
• If the shipment is severely damaged, write “Refused due to damage” on the delivery receipt and call us right away.
• Take at least 4 clear photos of the outer box and the damage.
• Keep the damaged item and all of its packaging until the claim is settled.
• Send the photos and your order number to us within 48 hours using our online report form, and we will handle the claim and the replacement.

A receipt signed clean makes a carrier claim very difficult to win, so please take the extra two minutes.

You will receive a confirmation email when the order is placed and a tracking number when it ships. Freight shipments include the carrier name and a pro number you can use to check progress or reschedule directly.

Need to change an address, a finish or a voltage? Contact us as soon as possible. We can usually amend anything before the order enters production or leaves the warehouse, at no charge. Once a freight shipment is in transit, changes become a return.