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Shipping & Returns

eXpressFireplace.com Returns Policy

We offer a 30-day Standard Return Policy for brand new items in there original new condition. If you need to return your product for any reason other than a warranty issue, you can arrange for this within 30 days of receiving it. To set up a return please contact us.

Returned products must be in their original package and must be brand new, unused. There is no restocking fee on brand new items. Return Shipping is paid by the buyer.

Please make sure all of your questions are answered before ordering. We are more than willing to answer any and all product questions. Of course, unforeseen problems with your orders will be handled free of charge.Return processing time generally takes a couple weeks.

Pick Up is available from our location in East Greenbush, NY

Pick up is available from our location in East Greenbush, NY. You can arrange pick up at our internet prices by appointment only. Contact us to make an appointment. 8.25% sales tax will be added to your purchase.

About Delivery of Stoves, Fireplaces and Accessories

Delivery is available through the northeast United States. Please contact us to find out if we deliver in your area. If you purchase a stove fireplace or insert from us, we do offer a white glove delivery service. With minimum assistance from the home owner we can assist in bringing the unit into the house and placing it where you want it. Installation is also available in Eastern New York for an additional fee.

Shipping

Our products are available for pick up at our internet prices by appointment only by calling or by email from East Greenbush, NY 12061. Pick ups and New York State residents are subject to a 8.25% New York State sales tax. There is no sales tax for non New York State residents. Purchases are shipped quickly using the quickest service available. We use Freight and delivery for our larger items, USPS and FexEx for our smaller orders for quick service around the country. All Shipping for any and all orders is $9.99 flat rate fee. Orders over $99 are free shipping.

Accepting Delivery From A Trucking Company

For some customers, this is the first time receiving a delivery from a trucking company. It is a simple process and is easy to do when you follow our suggestions.

  • Please confirm shipping address, contact phone number.
  • When your pallet arrives at the destination trucking terminal the trucking company will call you to schedule a delivery (time/date).
  • When receiving the shipment delivery you must inspect the shipment for damages. If the shipment has any damage, this must be noted on the bill of Laden as "PRODUCT DAMAGED" and you must sign the bill of laden.
  • If the shipping company has damaged the product in any way you can refuse delivery, or you can accept delivery, but you must write "PRODUCT DAMAGED" on the bill of laden. You must contact us within 24 hours so we can file a freight claim and or prepare for the return of the pallet.

These procedures must be followed because your signature shows the item was received in its original and acceptable condition. This signature relieves the trucking company and my company of any damages to the stove.

If the trucking company refuses to let you inspect the pallet before signing, you can refuse delivery or write on the bill of laden "DRIVER REFUSED TO ALLOW INSPECTION OF THE DELIVERY."

If you have any questions regarding receiving your delivery, ask before we ship. We will not ship your product until we receive the confirmation of shipping address, phone number and an e-mail confirmation that you have read and understand these delivery instructions, by writing "I HAVE READ AND UNDERSTAND HOW TO RECEIVE MY SHIPMENT."