By placing an order at HearthDepot (https://hearthdepot.com/) you declare that you have read and accept this Shipping & Delivery Policy.
Order Confirmation
As soon as you place your order, you will receive a confirmation email. After that, we will process your order within 1–2 business days, during which time we will verify that all items ordered are in stock and available for immediate shipment. If your order is available for delivery within the advertised time frame, we will submit it to the warehouse for shipment. If the expected delivery time exceeds the advertised time frame, we will reach out to you via email and/or phone to confirm the order.
Shipping Costs
- Free standard shipping on orders over $200 (contiguous US).
- Orders of $199.99 or less: a flat $49 shipping & handling fee (contiguous US).
- Alaska, Hawaii & Puerto Rico: a flat $500 non-contiguous delivery fee per order, with delivery typically taking 5–20 business days. Contact us before ordering if you would like to confirm the delivery time for your specific address.
Estimated Time of Shipping
Our standard shipping-out time for in-stock orders is 4–12 business days, and most orders ship within approximately 3–6 business days of placing the order. Made-to-order and built-to-order products (including many Empire Comfort Systems fireplaces manufactured to your configuration) typically ship within 4–12 weeks; the estimated lead time is indicated on the product page. If the expected shipping date for your order would fall outside the advertised time frame, our customer service team will reach out to confirm that the date works for you.
Order Shipment
Within 1–2 business days from the time your item has shipped, you will receive an email confirmation with tracking information. If you have not received tracking information within 6 business days of your order, follow up with us at support@hearthdepot.com.
For LTL freight shipments, Free Shipping means Standard Curbside Delivery. Liftgate service is included on most freight shipments of large fireplaces and heaters.
Curbside delivery is defined as delivery of the freight as close to the actual delivery address as possible. Please remember that the size of the tractor trailer and certain safety precautions may prevent the freight carrier from delivering the freight at the actual curb or delivery address. For addresses located on a cul-de-sac, dead-end street, or dirt road, curbside delivery is not guaranteed; the customer may need to meet the driver at the nearest intersection or paved street that the delivery truck can access.
In special cases, when the customer's address is in a high-cost delivery area (e.g., remote areas or the center of a large city), an additional delivery fee may be required. To confirm the availability of the Free Shipping – Standard Curbside Delivery option for your address, please contact the HearthDepot team before placing your order.
If your order has been shipped within our standard time frame (or by a deadline agreed with you) and delivery is delayed due to the customer's fault, and the carrier requests storage fees for holding the shipment, or a redelivery attempt fee after a failed delivery attempt caused by the customer, HearthDepot may require the customer to cover these storage/redelivery fees for delivery to continue.
Customer Responsibility for Shipping Address Accuracy
It is the customer's responsibility to ensure that the shipping address entered at checkout is complete and accurate. We fulfill orders strictly based on the information provided during the purchase process.
Liability Waiver: We are not responsible for orders that are lost, delayed, or delivered to an incorrect destination due to an error in the shipping address provided by the customer, and we are not liable to provide refunds or complimentary replacements for items successfully delivered to an incorrect address originally provided by the customer at checkout.
Address Corrections: Address modifications can only be requested before the order has been processed or shipped. Once a tracking number is generated or the package is in transit, changes may not be possible, and carrier address-change fees may apply.
Returned Packages: If a package is returned to our warehouse due to an incorrect or incomplete address, the customer will be responsible for the cost of re-shipping the order to the corrected address.
Areas Covered
All estimated delivery dates and shipping costs advertised on the website apply to the contiguous (lower 48) United States. We also ship to Alaska, Hawaii, and Puerto Rico for the flat non-contiguous delivery fee shown at checkout (see Shipping Costs above); delivery to these areas typically takes 5–20 business days. We do not ship directly to Canada, but we can ship your order to a US freight forwarder of your choice.
Damages (items shipped via LTL freight)
It is very important that you inspect the packaging of your items when they arrive and check that you received all boxes listed on the delivery receipt.
If you notice any damage or a shortage of packages, you must note it on the bill of lading, take pictures, and refuse delivery of the damaged pieces. Your note should say "refused due to damage." You must also take photos of all sides of the box and send them to us within 24 hours. If no damage is visible before opening the box, note "subject to further inspection, may contain concealed damage" on the delivery receipt — do not sign "free and clear."
Before unpacking the item, take photos of the packaging from all sides even if there are no visible signs of damage — this is essential if concealed damage is discovered and a claim must be filed with the carrier or manufacturer. If you notice concealed damage after delivery, do not discard the packaging, and contact us with photos within 24 hours of delivery.
If you notice minor/cosmetic damage (e.g., a small scratch or dent) and would like to accept the item in this condition "as is," add a detailed description of the damage on the bill of lading before signing, and send us photos within 24 hours. We can then usually offer free touch-up options (where available) and/or a partial refund for the inconvenience; the granting and amount of a partial refund are not guaranteed, and an item accepted "as is" cannot subsequently be returned as damaged.
Important: accepting a visibly damaged shipment without any notation on the bill of lading severely limits our ability to file a carrier claim and may make a replacement or refund impossible. Always note damage before signing.
After we receive your report of refused delivery or concealed damage, we immediately initiate a claim with the shipping company or the manufacturer. Once the claim is processed, replacements ship at no cost to you.
Do not install the unit or connect it to gas or power until you have fully inspected it and confirmed it is free of damage. Once an appliance has been installed or operated, it can no longer be returned, and transit-damage claims become significantly harder to process.
Damages (items shipped as a parcel via FedEx / UPS / USPS)
Check the packaging upon receipt. If you notice any damage, photograph all sides of the box and send the photos to us within 24 hours. Before unpacking, photograph the packaging from all sides even if there is no visible damage. If the product inside is damaged, do not discard the original packaging — it will be needed for the claim procedure and any replacement shipment.
Returns
Looking to return an item? See our Returns & Refunds policy (linked in the footer) for the 45-day return window, conditions, and the RMA process.
Questions
Email: support@hearthdepot.com
Phone: +1 (888) 398-1887 (Monday–Saturday, 8:00 AM – 8:00 PM EST)
Mail: BE-COMMERCE LLC, 30 N Gould St Ste 24751, Sheridan, WY 82801, USA