At Nation Fireplace, we are committed to delivering your order safely, quickly, and professionally. We work with trusted carriers to ensure your items arrive in excellent condition and on time.
Order Confirmation:
Once you place your order, you will receive a confirmation email. Our team will then verify that all ordered items are in stock and available for immediate shipment. If your order can be delivered within the advertised time frame, it will be submitted to the warehouse for shipment.
If the estimated delivery time exceeds the advertised time frame, we will contact you via email and/or phone to confirm whether you would like to proceed with the order.
Order Shipment:
After your order ships, you will receive a shipment confirmation email with a tracking number within 1 business day.
If you do not receive tracking information within 10 business days of placing your order, please contact our customer service team for assistance.
Estimated Time of Arrival:
Most orders are delivered within 4–10 business days. Custom-made products typically require 4–12 weeks for delivery.
If your order’s expected delivery date falls outside the advertised 2–10 business day window, our customer service team will reach out to confirm your approval before proceeding.
Order Processing Time:
Orders are typically processed within 1–3 business days after payment is verified. Special order, custom, or made-to-order products may require additional processing time.
Once your order has shipped, you will receive tracking information by email.
Areas Covered:
All estimated delivery times and shipping costs displayed on our website apply to the contiguous United States (Lower 48 states and Washington, D.C.) only.
For shipping to Hawaii, Alaska, or U.S. territories, please contact our customer service team for a shipping quote and delivery timeline.
We do not offer international shipping; however, we can ship your order to a freight forwarder of your choice.
Shipping Methods:
We ship nationwide within the United States using reliable carriers such as:
- FedEx
- UPS
- USPS Priority Mail
- LTL Freight Carriers (for large and heavy items)
Carrier selection is based on product size, weight, and delivery location.
Damages:
Please inspect all packages immediately upon delivery and verify that all boxes listed on the delivery receipt have been received.
- If you notice visible damage or missing packages, note it on the bill of lading, take photos, and refuse delivery. Your note should state: “Refused due to damage.”
- If no damage is visible before opening the package, note: “Subject to further inspection – may contain concealed damage.”
Signing the delivery receipt without any notes confirms acceptance of the product and releases the seller from liability.
If you discover damage after delivery, do not discard the packaging and contact us within 2 business days, providing photos of all sides of the packaged goods. Claims cannot be processed without images submitted within this time frame.
Once we receive the required information, we will immediately initiate a claim with the shipping carrier or manufacturer. After the claim is resolved, replacement items will be shipped at no cost to you.
Cancellations & Returns:
Orders may be canceled at no cost before a shipping label or Bill of Lading is created, or before production of a custom-made item begins.
Custom-made products cannot be canceled or returned once production has started.
Non-custom items may be returned within 30 days of delivery, unless otherwise stated on the product page. Returned items must be unused, in original condition, and in perfect, resalable packaging.
Refunds will be issued after deducting:
- Shipping costs (both outbound and return)
- A 25% restocking fee
Orders delivered outside the United States are not eligible for refunds. If your order arrives damaged, the Damages policy applies.
Please contact us before returning any items to coordinate return shipping. Refunds will be issued to the original credit card within 2 business days after the returned items are received at the warehouse. If a credit card refund is not possible, a direct deposit will be issued.
Contact Information:
Company Name - Nation Fireplace
Address: 3455 Keith Bridge Road
Cumming, GA 30041, United States
Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM
Saturday: 10:00 AM – 3:00 PM
Sunday: 10:00 AM – 3:00 PM
Phone: 888-775-1809 | Email: sales@nationfireplace.com
Or Simply Start a Live Chat!
Contact Form: https://nationfireplace.com/pages/contact-us
