Welcome to the Natural Gas Fire Place Store FAQ page. We’ve compiled a list of common questions to help you with your fireplace purchase and ensure a seamless experience. If you don’t find the answer you’re looking for, please contact our customer service team at [email protected].
Product Questions
What types of fireplaces do you offer?
We offer a wide range of fireplaces including built-in electric, gas, and wood fireplaces, electric fireplace inserts, mantel packages, and more. Explore our menu for full details.
Are your fireplaces suitable for international voltage standards?
Our electric fireplaces are designed to meet US standards. For international orders, please check your local voltage requirements and consult our team for compatibility.
Do you provide installation services?
We do not offer installation services directly. However, our products come with detailed instructions and we recommend hiring a professional for safe installation.
Shipping & Delivery
What are your shipping options and costs?
We offer two shipping options:
– Standard Shipping: $12.95 via DHL or FedEx, delivered in 10-15 days after shipment.
– Free Shipping: For orders over $50 via EMS, delivered in 15-25 days after shipment.
Do you ship internationally?
Yes, we serve customers globally, excluding Asia and select remote regions. Delivery times may vary due to customs processing.
How long does order processing take?
Order processing typically takes 1-2 business days. You will receive a confirmation email and tracking information once your order ships.
Returns & Refunds
What is your return policy?
We accept returns within 15 days of receipt. Items must be in original, unused condition with all packaging intact.
How do I initiate a return?
Contact our customer service team at [email protected] with your order details to start the return process.
Payment
What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for your convenience.
Is my payment information secure?
Yes, we use secure encryption methods to protect your payment details. Your transactions are safe with us.
Account & Orders
How can I track my order?
Once your order ships, we will send you a tracking notification via email. You can use this to monitor your delivery.
Can I modify or cancel my order after placement?
Orders can only be modified or cancelled within 24 hours of placement. Contact us immediately at [email protected] for assistance.
Contact Us
If you have further questions, feel free to reach out:
Email: [email protected]
Address: 1234 Murry Street, Virginia Beach, US 23456