Freight & Shipping Policies
The Fire Place Ltd strives to get you the order you have placed with us by the most cost-effective means, while also taking into consideration that you receive the product in excellent condition.
Placing Your Order
We recommend orders be emailed to email@example.com to ensure accuracy, We will email an order confirmation back to your email address with the current availability, allowing you to verify that your purchase order was received by us, all items & quantities were entered correctly and that your cos matches your expectations.
Shipping Your Order
Orders are shipped via the best method at The Fire Place Ltd discretion, unless a specific carrier is requested by the customer. Our standard carriers include, but are not limited to, Speedee Delivery Service, UPS, N&M Transfer and various other LTL freight carriers depending on your shipping location. We make every effort to combine orders shipping to one location to save on transit costs. However, due to varying circumstances, some orders may incur more than one freight charge. These charges are the responsibility of the recipient.
Parcel Package Service
Dealer orders that are shipped via parcel package service (Speedee Delivery, UPS) will have the shipping charges added to the sales order and will be charged or invoiced along with the product shipped.
LTL Freight Shipments (palletized and larger shipments)
Dealer orders shipped via N&M Transfer will be sent ‘Freight Prepaid’ and the freight cost will be added to the sales order and charged or invoiced along with the product shipped. See the Flat-Rate Shipping Map & Discounted Rates below. The Flat-Rate Freight Charge is subject to change without notice. Please inquire at the time of placing your order. Notice – These rates apply to N&M Transfer only!
Dealer orders shipped via all other LTL freight carriers will be sent ‘Freight Collect’ and the carrier will collect for shipping upon delivery, unless prior arrangements have been made direct with the carrier or The Fire Place Ltd.
Please specify if this shipment will be delivered to a residential address, or require lift gate assistance to unload. Carriers charge additional fees for these types of services, and the carrier will also include a re-delivery fee as well, if this is not specified in advance.
Receiving Your Order
Please inspect the shipment for damage or missing items upon receipt of the order prior to accepting the delivery. The freight bill will include a total piece count that can be quickly verified or use the packing slip attached to your shipment to verify the exact inventory. Any claims for damage or missing items must be noted on the freight bill or with the delivery driver for parcel package service prior to accepting the shipment. If this is not done, the carrier may deny any claims.
In the event you have received an item that is incorrect, call our customer service department to arrange for the correct item to be sent out immediately. If the order was placed via email, we can determine how the error occurred and resolve the problem for you quickly. If the order was placed by phone, we cannot verify how the error occurred. We will gladly take the item back without restocking charges (new condition/stock items only), however we cannot be responsible for additional freight charges to expedite return or the re-delivery on the replacement item.
In the event you received a damaged item, you first need to determine if the item can easily be replaced or repaired at your location. This must be determined on a case by case basis.
If so, it is best to accept the shipment with the damage clearly noted on the freight bill. If the item is not easily replaced or repaired, the entire shipment must be declined and the carrier will return the shipment to us for inspection.
Either route, please take a couple photos of the entire shipment showing the condition as received, as well as separate photos detailing the damaged item and email them to our office within 24 hours so we can assist in resolving the issue and filing a claim with the freight carrier.
Returns / Warranty
Call our customer service department in advance of shipping or returning the item(s) to us. We will verify the status of the item(s) and provide instructions for you to arrange return delivery.
- Include a copy of the original sales receipt or invoice with a notation as to the reason for return and credit will be issued to your account and applied toward future invoices.
- Items being returned must be in new condition and packaged in original carton.
- Returns must be made within 90 days of original invoice date.
- No returns or cancellations on non-stock, special order or discontinued items.
- Freight charges are the responsibility of the sender. Items returned freight collect will be refused.
Call us at 800-527-0474 or email us at firstname.lastname@example.org and we will be glad to help. Please reference the sales order or invoice number, if possible.
Thank you for your continued business and support.
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