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Our Policies

By using our site or by making a purchase from us, you agree to be bound by the below terms, conditions, and policies.

Click to Jump to Section:

  • Pricing Policy
  • Tax Policy
  • Shipping Policy
  • Damaged Items Policy
  • Return Policy
  • Privacy Policy

Pricing Policy

Electric Fireplaces Inc guarantees the lowest online price on it's products.

If you find a lower price for any product on our store, we will beat it by $50 for products listed over $2000. In order to be eligible, you must provide proof - whether a screenshot, invoice, email, etc. of the lower offer.

We pride ourselves passing along the best prices online. If you find another online store that offers a lower price than us, please let us know and we will refund your original payment for the difference. We want you to feel confident that you are getting the absolute bets price for the product you are ordering.

Our 100% Price Match Guarantee has some limitations:

  • You must purchase the item from our website before requesting your Price Match Guarantee
  • Promotions such as rebates and buy one, get one free offers are not eligible
  • The item must be in stock on the competitors website
  • The competitor must be on online store, they may not have a retail location
  • The website cannot be a discounter or auction website (ie; eBay, overstock, etc.)
  • Refund requests EXCLUDE special once-a-year promotions such as Black Friday/Cyber Monday.
  • The competitor must be an Authorized Retailer of the product in question
  • The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax.

*Certain exceptions may apply.

Electric Fireplaces Inc strives to give its customers the lowest price allowed by its manufacturers. We want you to have the best value and the best deal which is why we always offer the best sales and discounts. Keep checking our website for new deals and subscribe to our social media accounts to get the latest deals we are offering.

The Price Match Guarantee policy is also limited by the calculation of cost vs loss. If the Price Matched is incurring a loss, it is up to us to make a final decision about whether we can approve the purposed price.

Sales & Use Tax

Currently, items sold by Electric Fireplaces Inc are subject to sales tax when they are shipped to the below states:

  • Texas

We currently do not collect sales tax on items delivered to other states, however, this is subject to change at any time and without notice.

Shipping policy

We currently offer Free Shipping to the lower 48 Continental United States (see below for exclusions). 

Canada and USA Territories 

We can ship to Canada or other USA Territories. Please contact us for details at (866) 966-9687.

Shipping

On average our processing time is 2 to 3 business days. Average delivery times range from 4-14 business days depending on the brand and product(s) you purchase. For any custom orders please allow about 4-7 weeks. Free shipping applies to Continental United States locations only.

Electric Fireplaces Inc provides Free Shipping on all electric fireplace units except for Alaska, Hawaii, USA Territories. Shipments to Alaska, Hawaii, and USA Territories are not eligible for Free Shipping. Custom shipping quotes will be emailed to the customer for approval before the product(s) are shipped to Alaska, Hawaii or USA Territories. Customer is responsible for all duties and tariffs on shipments to those destinations. 

Remote or hard to reach areas may need additional shipping fees imposed by the carrier. Our Customer Service representative will contact you as soon as we are made aware of any additional charges.

All items are delivered via FedEx, UPS or a reputable and reliable freight carrier.

Smaller items are shipped via FedEx or UPS Ground. 

Larger and heavier items are shipped via freight carrier.

In accordance witrh the trucking industry, Home delivery means "Curbside Delivery" in a residential area. You may/will need assistance moving the package indoors or you might unbox the shipment and carry each piece inside individually. Some drivers will assist in getting a shipment into a garage or carport but are not obligated to do so. If you require Inside Delivery, please notify us at time of placing your order as additional fee applies for Inside Delivery. In Home Delivery IS NOT INCLUDED IN FREE SHIPPING and requires extra charge.

Important Shipping Disclosures 

  • Once a shipment is picked up, tracking number will be sent to you via e-mail. 
  • All freight shipments require you to be present and require a signature. If there is not a signature on the delivery receipt or Bill of Lading (BOL), Electric Fireplaces Inc will not be held responsible for any shipping damages.
  • Once a shipment has been picked up by the shipping company, we cannot change delivery address. The carrier of delivery company will charge a reconsignment fee to change the delivery address after item(s) are picked up. It will be a customer responsibility to pay this fee in the case of an address change is needed after item(s) have been picked up the carrier.
  • We cannot make a delivery happen in a specific day or time. All delivery dates are estimates as we only have the information the shipping company gives to us via tracking number. We will do our best to give you as accurate delivery times as possible.
  • If an item is shipped and returned to Electric Fireplaces Inc due to an incorrect address, the customer will be responsible for shipping both ways.
  • All freight shipments require shipping company to contact customer prior to delivery. If an item(s) cannot be delivered and is returned to Electric Fireplaces Inc because the shipping company cannot get in contact with the customer via phone, SMS or Email then this will be treated as the return and will be subject to the return policy. Please provide correct contact information.
  • If wrong shipping address or contact info was provided please notify us immediately via email at support@electricfireplacesinc.com or call us at (866) 966-9687.

Lead Times

Orders received Monday-Friday are processed the same day. Orders received on Saturday or Sunday are processed the next business day, which is usually the following Monday.

In-stock orders typically ship within 2-3 days after processing. Backordered products might require additional business days before shipping.

We do our best to indicate accurate lead times on our website. However, the lead times and estimates stated on our website are not guaranteed. 

Order Confirmation

As soon as you place your order, you will receive an order confirmation email. This means thta we have received your order in our system and pre-authorized your credit card for the purchase. As soon as we receive your order, we automatically reach out to the our suppliers to confirm that the item is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via email. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Order Shipment

If your order is in stock and we process the charges to your credit card, it will ship wihtin five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at support@electricfireplacesinc.com.

No shipping outside the USA. (Some exceptions apply - if the website permits you to check out and enter your shipping address, you will receive your order. Some products in particular are available in Canada).

Changing Address

If the order has processed or shipped and you'd like to change your address, we will do our best to accommodate for this change. Please expect delays for all address change requests. However, if there are any additional charges from our freight companies because of this change, this will be paid by the customer. No Exceptions Apply.

How To Prepare For Delivery

Please inspect the packaging of your item(s) when they arrive, and if you notice any damage, you MUST make note of it when signing for delivery.

if you do note the damage at the time of delivery and signing, we may not be able to assist you in getting a replacement. 

If your item(s) do arrive damaged please send photos of damage, box and SKU, along with a brief description of the damage to support@electricfireplacesinc.com and we will process an insurance claim on your behalf.

Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours.

Failure to report damages will result in denial of returns. No exceptions apply.

Any denial of shipments other than damages, the customer will be responsible to pay any rescheduling or storage fees.

Damaged Items

It is your responsibility to inspect products that are delivered to you to determine if your items have any damage or defects. You MUST notify us via email for any damage or defects within 5 business days of accepting delivery. There are NO EXCEPTIONS.

We are committed to making sure you are satisfied with our products. Your order is inspected prior to shipment to ensure all items are in excellent condition and packaged properly. In very rare instances it is possible that damages may occur during shipment. Before signing off for the shipment, please inspect the carton and if you notice any damage please notify us immediately via email at support@electricfireplacesinc.com or call us at (866) 966-9687.

Please follow these helpful steps on all Freight (larger and heavier items) Shipments before signing the Bill of Lading (BOL) or Delivery Receipt

  • Make sure that the number of pallets on the Bill of Lading or Delivery Receipt matches the number of pallets received. If there are any discrepancies please note it on the delivery receipt and notify Electric Fireplaces Inc immediately.
  • Make sure that the number of pieces on the pallet received matches the number of pieces on the Bill of Lading (BOL) or Delivery Receipt. If there are any discrepancies please note it on the delivery receipt and notify Electric Fireplaces Inc immediately. 
  • Inspect each item packaging for any external damage. If damages are found be sure to mark if on the Bill of Lading (BOL) and Delivery Receipt. 
  • If external damage is present, open the box and inspect for internal damage. If damages are found please be sure to note it on the Bill of Lading (BOL) and Delivery Receipt.

ATTENTION: You have to mark any found damages or missing items on the Bill of Lading (BOL) and Delivery Receipt prior to signing the document. If you sign the document without marking any damages it will legally state that you have received the order in good condition. Electric Fireplaces Inc or shipping companies will not accept responsibility for a damaged shipment if it is not noted as such on the driver's delivery receipt. Damage must be noted at the time of delivery.

  • If there is no visible external damage then you can sign the Bill of Lading (BOL) and Delivery Receipt
  • Even though there may not be any visible damages during the time of delivery we strongly urge you to inspect your items for any inside concealed damages after the driver leaves.

NOTICE: You have 24 hours to notify us of any shipping damages. Please call us at (866) 966-9687. Electric Fireplaces Inc or shipping companies will not accept responsibility for any concealed damaged shipment if the shipping company is not notified within 48 hours of delivery.

If you are unable to inspect the contents at the time of delivery, make a note on the Bill of Lading (BOL) that there appears to be some damage to the contents and that you were not able to inspect the contents before signing. You then have 24 hours to initiate a damage claim with us.

**If you do not notify us of damage via email within 5 business days:

  • We will not offer any refunds, free replacement parts, discounts, or exchanges under any circumstances. After 5 business days, we are outside of our time window to file claims with the freight carrier or manufacturer.
  • We can sell you replacement parts for repair.

Missing Items

Missing items that are printed on the delivery receipt must be reported to us within 5 business days of receiving your order by contacting our customer service team (support@electricfireplacesinc.com).

Please note you must mark the delivery receipt "missing" and notify the truck driver of the short shipment before signing the receipt.

In the event of missing items, please allow a few extra business days for the carrier to locate the missing item(s). If we are unable to locate the missing item(s), we will ship you a replacement free of cost.

We reserve the right to reject any claim for missing items if the claim is not reported to us within 5 business days of delivery.

We are not responsible for any costs associated with delays in your project due to missing items in your shipment. We strongly advise you not to schedule any contractors until your items have been received and fully inspected.

Stolen Packages For Postal Deliveries (FedEx or UPS)

We are not responsible for stolen packages. If your shipment is marked as "delivered" by the postal carrier, you must file a claim with the postal carrier.

Shipping Options

Our base "Curb-Side" Pickup shipping is always completely free! This option usually takes between 5-15 days to arrive at your door, after you have submitted your order. There are options available that we offer.

  • Threshold Shipping: This involves the item being brought onto your porch, or into a covered are such as a garage.
  • White Glove Delivery - this includes the item being brought into your room of choice, any minor assembly, and all boxes and packaging removed from your house!

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.

Return Policy

Electric Fireplaces Inc is committed to providing the most outstanding and personalized customer service in our industry. Our friendly and helpful service team members are experts in electric fireplace specification and selection. Our team is empowered to make your experience a positive one. 

Please be sure you take all the correct measurements you need to install your electric fireplace correctly. We provide installation manuals for every product we offer which can be found on the specific product page. Please call us if you are unsure of correct measurements needed to install your electric fireplace. 

Cancellation Policy

Cancellations must be made within 24 hours of order being placed. You can contact us at support@electricfireplacesinc.com or call us at (866) 966-9687. We do not accept cancellation of orders outside the 24 hour period due to the order shipping. Any cancellation after the 24 hour window will be subject to our Return Policy which can found below. 

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. You can reach agents during business hours at (866) 966-9687, the chat in the bottom right, or email support@electricfireplacesinc.com anytime. 

Cancellations of Custom Orders

Custom or made to order products cannot be cancelled or refunded as these products are put into production specifically for your order.

These units are custom made to your specifications or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.

Return Policy

Electric Fireplaces Inc will refund your purchase amount minus return shipping charges should you be dissatisfied with any electric fireplace or simply change your mind.

Please see full refund eligibility below:

  • You must notify us of your intent to return within 30 days.
  • The item must be returned within 14 days from the day of the notice of the intent to return.
  • "Warehouse Deals" & "Refurbished" items are not eligible to be returned unless defective.
  • The item must be returned in sellable condition in the original packaging.
  • "Like New" condition means: item is unused, unassembled, and has been returned in all of the original packaging.
  • You must request a Return Authorization Number and instructions. Email us at returns@electricfireplacesinc.com. We will respond within 24 hours. Please do not return your item(s) without authorization number. Doing so will delay the return process since it is harder to track without it. 
  • Please DO NOT write on the packaging or box.
  • Please DO NOT use duct tape or ANY COLORED TAPE anywhere. ONLY use clear packing tape.
  • Our return policy applies to cancellations made after an item has shipped or refusal at time of delivery.
  • Electric Fireplaces Inc does not accept Returns or Exchanges of Used Products beyond the specified time in the Return Policy. 
  • Customer is responsible for shipping charges on all UNDAMAGED Returns and Exchanges
  • There is a 15% Restocking Fee on all returns if the item IS NOT returned in "Like New" condition. Please see "Refund Process" below.
  • We will not charge a Restocking Fee if the item arrives in "Like New" and re-sellable condition with All Original Content and Packaging Intact.
  • DO NOT RETURN your item directly to the manufacturer. They will charge up to a 30% restocking fee.
  • You will be responsible for return shipping charges (Buyer's remorse instances).
  • We do not charge a restocking fee for items returned in their original packaging.

Refund Process

Refunds are only issued after returned items have been received and inspected.

  • We will refund you purchase amount minus the original and return shipping charges.
  • Refunds will be applied to the same payment method used when the original purchase was made.
  • If a returned item gets damaged during the transportation due to improper or insufficient packaging, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.
  • Electric Fireplaces Inc will not be held liable to any lost or misrouted shipments due to incorrect address provided by the customer. Please make sure that all information you have provided is correct before submitting.

Electric Fireplaces Inc will not issue a full refund on a returned item if:

  • Item that has been returned does not match the original item shipped.
  • The returned item is missing parts, accessories, manuals, and product's original packaging.
  • The item being returned has been heavily used (such as scratches, scuffs, torn packaging, bent frame, etc)
  • The item has been assembled and disassembled improperly causing incorrect packaging for return shipping.

If item(s) arrived damaged please let us know within 24 hours and please see instructions in Shipping/ Delivery/ Damages Section. Please call us at (866) 966-9687 with any questions you have regarding items arriving damaged. 

Privacy Policy

 

This Privacy Policy describes how ElectricFireplacesInc.com (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.

Collecting Personal Information

When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as “Personal Information”. See the list below for more information about what Personal Information we collect and why.

Device information

  • Examples of Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
  • Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
  • Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels.
  • Disclosure for a business purpose: shared with our processor Shopify.

Order information

  • Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers , email address, and phone number.
  • Purpose of collection: to provide products or services to you to fulfill our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
  • Source of collection: collected from you.
  • Disclosure for a business purpose: shared with our processor Shopify and Authorize.net.

Customer support information

  • Examples of Personal Information collected: As listed above
  • Purpose of collection: to provide customer support.
  • Source of collection: collected from you.
  • Disclosure for a business purpose: shared with our processor Shopify and Authorize.net.


 Sharing Your Personal Information

We share your Personal Information with service providers to help us provide our services and fulfill our contracts with you, as described above. For example:

  • We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy.
  • We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.

Behavioural Advertising

As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:

  • We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://policies.google.com/privacy?hl=en.You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.
  • We share information about your use of the Site, your purchases, and your interaction with our ads on other websites with our advertising partners. We collect and share some of this information directly with our advertising partners, and in some cases through the use of cookies or other similar technologies (which you may consent to, depending on your location).

For more information about how targeted advertising works, you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by:

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Using Personal Information

We use your personal Information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.

    Data Retention

    When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the ‘Your rights’ section below.


    Cookies

    A cookie is a small amount of information that’s downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don’t have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it’s their first time visiting or if they are a frequent visitor.

    We use the following cookies to optimize your experience on our Site and to provide our services.

    Cookies Necessary for the Functioning of the Store

    Name Function
    _ab Used in connection with access to admin.
    _secure_session_id Used in connection with navigation through a storefront.
    cart Used in connection with shopping cart.
    cart_sig Used in connection with checkout.
    cart_ts Used in connection with checkout.
    checkout_token Used in connection with checkout.
    secret Used in connection with checkout.
    secure_customer_sig Used in connection with customer login.
    storefront_digest Used in connection with customer login.
    _shopify_u Used to facilitate updating customer account information.

    Reporting and Analytics

    Name Function
    _tracking_consent Tracking preferences.
    _landing_page Track landing pages
    _orig_referrer Track landing pages
    _s Shopify analytics.
    _shopify_s Shopify analytics.
    _shopify_sa_p Shopify analytics relating to marketing & referrals.
    _shopify_sa_t Shopify analytics relating to marketing & referrals.
    _shopify_y Shopify analytics.
    _y Shopify analytics.

     

    PREF, persistent for a very short period, Set by Google and tracks who visits the store and from where.

    The length of time that a cookie remains on your computer or mobile device depends on whether it is a “persistent” or “session” cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.

    You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.

    Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser’s “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser’s help file or through such sites as www.allaboutcookies.org.

    Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.

    Do Not Track

    Please note that because there is no consistent industry understanding of how to respond to “Do Not Track” signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.

    Age Of Consent

    By using this site, you represent that you are at least the age of majority in your state or province of residence, or that you are the age of majority in your state or province of residence and you have given us your consent to allow any of your minor dependents to use this site.

    Changes

    We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.

    Contact

    For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at support@electricfireplacesinc.com or by mail using the details provided below:

    2925 Richmond Avenue, Suite 1200- #1081, Houston TX 77098, United States

    Last updated: 1/5/2022