Tracking will be sent to you after your purchase via Email. We also have our tracking page at the bottom if you already have your tracking number.

In stock items usually ship within 1-2 business days. And usually is at your home within 3-7 business days after that. If your order is on will take longer than usual to ship, we will update you immediately with the soonest availability date.

We use all major freight carriers, and local partners. This allows us to ship within the greater USA free of charge on most purchases.

A freight forwarder combines shipments for individuals or companies into truckload lots to transport to your final destination/country. We can ship to U.S. based freight forwarders for customers wishing to export their items; however, the customer would be responsible for contacting the freight forwarder to set up an account before placing an order. Freight forwarders will charge additional fees for their services. Any duties, taxes, or fees from your forwarder are separate from our shipping and handling charges.

If your order is being shipped to a U.S. based freight forwarder, all of our Shipping Policies apply when it is received into their warehouse. Homeflamestore.com will not be held responsible for any damaged and/or missing items or material differences should the freight forwarder not follow all applicable Shipping and Returns policies, or should such issues occur in shipment from the freight forwarder’s location to the final destination

A liftgate is a motorized platform attached to the back of the truck that will physically lower your order to the ground so that you can take it inside your business or home. The truck driver will place your order on the ground using the liftgate and you are responsible for bringing it inside.

We encourage customers to ask as many questions as possible before purchasing. Shipping Heavy Items via Freight in general is very expensive. While we do accept returns, the customer is responsible for return shipping fees + 30% Restocking Fee.

Absolutely. If you are in the business of fixing up and/or selling homes. We can offer partnership pricing. Just send an e-mail to info@myfiredirect.com

If you're planning on making a big purchase, please call or contact us directly via phone to see the best offers we can make for you.

If your order has arrived damaged, we should be notified immediately with 48 hours with photographic evidence. It is much easier to file a claim the sooner the issue is noticed rather than later. This will also speed up the process for issuing a return label and replacement sent out.

Do not worry, you will not have to spend a dime extra. Once we get your photos, we will being the process to replace your order.

Once your order is placed, we cannot guarantee that it can be canceled. If you wish to cancel your order, please contact us as quickly as possible. 

If your order has been processed for shipment, then there will be a 4% cancellation fee. If your order has already shipped, we can not cancel your order. If you still decide you do not want the item ordered, you may refuse shipment then the terms of general returns will apply.

Unfortunately, if your order has shipped, we cannot cancel your order.

Orders not being returned as a result of damage/defective on arrival or wrong items fall under the general return policy.

For any General Return the customer is responsible for return shipping fees plus a restocking fee depending on the size of the item being returned and it's weight. We encourage you to ask as many questions as possible before purchasing to ensure certainty.

Our team has years of extensive experience in the electric fireplace and gas grill niche. We understand issues that customers may face and know how to solve them. Our processes have been crafted and adjusted over time to not only speed up order fulfillment times, but to also give customers the confidence to shop with us knowing that if any issues arise, they are taken care of.

Yes. We do however there are some limitations set in place to protect us. Please see our price match guarantee page for me info : Price Match Guarantee

We do not offer any installation services for equipment purchased through our site. However, we can help with arranging an installation service.