Fast & Free Shipping On All Orders | No Sales Tax | Lowest Price Guarantee | Chat Us Below for Discounts and Questions

Fast & Free Shipping On All Orders | No Sales Tax | Lowest Price Guarantee | Chat Us Below for Discounts and Questions

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Refund Policy

Refund Policy

Cancellation Policy (Before Item Ships):

We highly value customer satisfaction and aim to provide the best service possible. If you wish to cancel an order before it ships from the manufacturer's warehouse, we will provide a full refund, with exceptions for custom orders (see below). We urge all customers to contact us promptly to ensure cancellations occur before the goods leave the warehouse, ensuring a full refund.

You can reach us during business hours at 657-571-7566, use the Live Chat feature in the bottom right corner of the site, or email us at info@selectfireplaceusa.com

Cancellations on Custom Orders:

Custom or made-to-order products cannot be canceled or refunded since they have already entered production based on your order specifications. Our custom order brands include:

This is because once you place your order, the manufacturer begins production from scratch. If you're uncertain whether your order is custom or made-to-order, please contact us at info@selectfireplaceusa.com . All sales are final for custom or made-to-order products.

Return & Refund Policy:

Select Fireplace USA Return Policy:

We are committed to your satisfaction and offer a straightforward return policy. Within 30 days of receiving your item, you can contact us to initiate a return for a full refund, minus return shipping costs and a 20% restocking fee.

Inspection on Arrival of Your Return: All items must be in "like-new" condition, with tags and original packaging, and you will need proof of purchase. Please note that any damage during the return process is your responsibility as the customer. If the returned item is in less than "like new" condition or missing original items, the restocking fee may be reassessed up to 100% to cover damage or missing parts.

To start a return or if you have questions, contact us at info@selectfireplaceusa.com

Brand Specific Return Policy:

Return policies can vary by brand. Some products may not be eligible for returns once shipped if the manufacturer does not allow returns. Check the "Return Policy" listed on the product page for specific brand return details.

Please reach out to us if you have any questions about the return policy for specific products. We stand by the brands and quality of our products and are happy to help you find something that fits your needs.

How to Know the Return Policy for Your Product:

Before making a purchase, read the specific return policy outlined on the product's 'Return Policy' section. Each brand has its own return policies, so understanding these policies is essential before making a purchase. If you're unsure, contact us at info@selectfireplaceusa.com. Your satisfaction is our priority.

Return Process:

To initiate a return, email us at info@selectfireplaceusa.com with the following information:

  • Original Order #
  • Items to Return
  • Reason for Return
  • Photo or Video of the product and any damages

Once the return is received and approved, your refund will be processed back to the original payment method, which may take up to 7-10 days.

Ensure that the product you're returning is packed carefully in the original box and materials with all accessories included. The product must be complete and undamaged to qualify for a full refund; otherwise, it may be subject to a restocking fee of up to 100% at Select Fireplace USA and the manufacturer's discretion.

Damages and Issues:

Inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and make it right.

Select Fireplace USA reserves the right to refuse returns that do not meet the outlined requirements or specific brand return policy found on the product page.

All customers who purchase with us agree that they have read, understand, and agree to the terms and conditions above.

Missing Items or Parts:

If you notice a missing box or package upon receiving your shipment from the shipping carrier, do not sign the receipt. Refuse delivery and allow the shipping carrier to search for the missing item. Signing for delivery indicates responsibility for all items and parts.

If you are missing items or parts in your order, contact us at info@selectfireplaceusa.com immediately with the following information:

  • Original Order #
  • Photo or Video of the delivered product
  • List of missing item(s) or part(s)

We will expedite the process and contact the manufacturer to ensure you receive any missing item(s) or parts.

Exceptions / Non-returnable Items:

Certain items cannot be returned, including sale items, gift cards, hazardous materials, flammable liquids, or gases. Custom products, special orders, or personalized items may have specific return policies due to their unique nature.

If you have questions about a specific item's return policy, contact us at info@selectfireplaceusa.com for clarification.

Exchanges:

To ensure you receive what you want, return the item you have, and once the return is accepted, make a separate purchase for the new item.

Defective Products:

If your ordered product(s) are defective upon arrival, contact us within 14 days of receipt. We will address the issue promptly.

Refunds:

After receiving your return, we'll inspect it and contact you with the results. If approved for a refund, it will be credited to the original payment method within 7-10 business days. Delays may occur due to varying processing times between different banks and cards.

If more than 14 business days pass without receiving your refund, contact us at info@selectfireplaceusa.com for assistance.

Shipping:

We strive to ship your items as quickly as possible. Shipping details, including estimated delivery times and tracking information, are provided after your order is placed. Circumstances like supply chain issues or manufacturing delays may affect shipping times, but we provide tracking for real-time updates.

For questions about delayed orders or shipping inquiries, contact info@selectfireplaceusa.com

Missing Items or Parts:

If you are missing items or parts in your order, contact us immediately at info@selectfireplaceusa.com with the following information:

  • Original Order #
  • Photo or Video of the delivered product
  • List of missing item(s) or part(s)

We will expedite the process and contact the manufacturer to ensure you receive any missing item(s) or parts.

Warranty:

Warranties vary by manufacturer and product. Defective products must be reported within 14 days. Check the warranty for the specific brand/product on the product page.

Chargebacks:

Customer satisfaction is our top priority, and we aim to provide fair policies. Please contact us before filing a chargeback, as fraudulent chargebacks may result in legal action. We're here to help address any issues directly.

Contact:

For questions or concerns, contact us at info@selectfireplaceusa.com. We respond within 1 business day.

By using this site, you agree to these terms of use; if you do not agree, do not use the site.

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