ElectricFireplaceCity.com is committed to providing the best customer service in the Electric Fireplace City industry. Our goal is to make your shopping experience as easy going as possible and ensure that you are 100% satisfied with your purchase. We will do our best to meet your expectations at all times.
ElectricFireplaceCity.com 30-Day Satisfaction Guarantee Return Policy
Unused, uninstalled, and resalable merchandise in new condition and in the original packaging may be returned for a refund within 30 days of the delivery date unless otherwise noted on the product page or below*.
- You must notify us of your intent to return within 30 days of delivery date.
- There is a 15% restocking fee.
- Our return policy applies to cancellations made after an item has been physically shipped or refusal at the time of delivery.
- We will refund the product price minus any applicable fees and charges.
- Original shipping charges are non-refundable.
- You are responsible for any return shipping charges.
- Refunds will be applied to the same payment method used when original purchase was made.
The Following Cannot Be Returned
- Products which are eligible for parts under manufacturer warranty
- Products that have had their original manufacturer packaging opened
- Products that have been out of their original manufacturers' packaging
It is the customer's responsibility to return the merchandise in new resalable condition. Refunds are only issued after returned items have been received and inspected.
If a returned item gets damaged during the transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.
All return request must be submitted in writing and sent to firstname.lastname@example.org
ElectricFireplaceCity.com works in collaboration with multiple manufacturers. Please read the return policy that applies to the product you selected, it is located under "Returns" tab on the product page and below:
ElectricFireplaceCity.com Returns Policy By Brands
- All return request must be submitted in writing and sent to email@example.com
- If your return is approved you will receive an email from us with return instructions.
- Securely pack all the returned items in the original packaging and include any other paperwork requested in the return approval email.
- We recommend taking a picture of the package and/or the item before shipping.
- Ship the package. We will either provide you a return shipping label or you will have to arrange the shipping yourself. You can use UPS or FedEx Ground if your order was delivered by one of these carriers. If your item is larger and was delivered with one of the LTL freight carriers you need to make sure the box is put on a pallet and schedule a pickup with an LTL freight carrier.
- Please provide us the tracking number.
- Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
- If you are approved, then your refund will be processed, and a credit will be automatically applied to the original method of payment within 10 business days.
QUESTIONS? EMAIL US: firstname.lastname@example.org
You can cancel your order free of charge up to 48 hours after the order was placed and if the order has not been physically shipped.
All unshipped orders canceled after 1 hour are subject to a 5% cancellation fee because we incur costs from our credit card processing company after we confirm your product is in stock and capture the payment for your order.
If your order has been shipped, the standard return procedure applies.
Refunds will only be issued to the original credit card that you use when placing your order.
We rely on just-in-time fulfillment from our suppliers to provide you with a vast array of products for sale at low factory-direct pricing. This allows us to cut the costs of overhead and middle-men and pass those savings onto you. Sometimes, products are so popular that they go out of stock before the next shipment arrives at our suppliers warehouse.
If the product you purchased is out of stock at the time you placed your order, we will notify you via email as soon as possible and give you the ETA as well as other options that are currently available.
If you can't or don't want to wait, you can choose an alternative product. At that point we will either charge or refund you the difference, update your order, and ship out the alternative product.
If you don't want an alternative product, you can cancel your order without any cancellation fee.
If you choose to accept the ETA and wait for your product, you order will be placed on pre-order status. This means we will place the pre-order with our supplier so that the product is reserved upon arrival and will ship out to you as soon as it arrives.
If you choose to cancel your order after you have confirmed your pre-order, and it still hasn't shipped yet (like in the case that it gets delayed further) then you will be charged the 5% cancellation fee we must charge to recoup the losses we incur from our credit card processing company when we issue refunds.
If you choose to cancel your pre-order after the product has shipped, the normal return policy applies.
Thanks for your understanding.
EMAIL : email@example.com
In the event of damage to your product in shipping, please contact firstname.lastname@example.org to arrange for replacement and pick-up of the damaged. Please refer to our Shipping Policy for more details.
Most of our products come with at least 1-year manufacturer's warranty. The warranty information can be found under "Warranty" tab on a product page. Please let us know if you discover any manufacturer's defects and we will help you get parts or replace the product at no additional cost.
EMAIL : email@example.com
It is the customer’s responsibility to return the product to the correct warehouse in new condition and in the original packaging. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance.
In the event that the product is received in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of the said item, we will either refuse it or contact you by email to notify you that the item was received damaged or used.
If we received the item damaged you may file a claim with your shipping company.
If we received the item used you may choose to have the item disposed of or have the item returned to you at your expense.
Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days, the item will be disposed of or donated.
Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and process your refund. If you attempt to return an item without a return authorization (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.
This gizmo has led to a whole new evening routine of "fire pit moments" in our backyard when the sun goes down in So Cal (ie it's not arctic conditions we're up against but does get a bit chilly :-)
Very efficient and throws out a very nice heat on medium setting. Well made etc, worked as advertised straight out of the box, I would certainly recommend.
It works like a charm! We bring this on the Rv with us with a spare propane tank. It's awesome, especially if you're traveling from state to state where you aren't supposed to transfer firewood over the state lines. It keeps us warm when we need it and saves us a ton of money on firewood! I do not like the smell of campfires so this is the perfect solution for me! The only negative is that my husband won't let us make smores over it, but I'm working on that!
This 24-inch fire & water bowl is good. The igniting and adjustment procedure is the best. The stainless steel burner is a good thing - no rusting. Good high flame. A perfect addition to our garden!
This works great. I made a slight modification by adding fireplace glass rocks and put a 14-inch pizza pan that had holes in it with 2-inch screws that elevated the rocks above the flames. It's perfect now. I also bought a 2.5 gal propane tank to reduce the amount of stuff I have to pack to use. Great to take on trips with the RV!
I'm a realtor, and I’ve ordered this twice, for two different clients. They both love it! Great design, sturdy, easy to use. I will definitely order again!
The packaging was very protective and the fireplace arrived un-damaged. It was very easy to install and looks beautiful in our basement (which we are in the process of finishing). Controls are easy to use and very happy with how lifelike the flames look.
Exactly what we wanted for our bedroom! Just a nice looking heater that matched our decor. It isn't very large but looks nice beneath our windows. It puts out enough heat to warm our master bedroom. The fireplace feature is very pretty in the evening. Great buy!
I did not expect to like this fireplace very much, but I LOVE it! It looks perfect in the space and we are building a mantle around it so it looks completely built-in. The flame is incredible looking and it is so clean and sleek. I am so pleased with my purchase!
We bought this unit to put in our fireplace. It had a gas log set up years ago but, that hasn't been functional since before we moved in. We were looking for something small that would be quiet, look good, and help keep a drafty room warm. This electric fireplace does all of that and is one of the least expensive models we found. We couldn't be happier!
The built-in surround and mantle unit are almost finished. The fireplace looks awesome, sleek, clean, and modern. Everything worked when we checked it out on arrival. We're having a really warm spell and haven't needed any additional heat. I have every expectation that we will be totally pleased when the surround is finished and we are using the fireplace on a regular basis. I will let you know then.
Love this freestanding electric fireplace. I was recently in Vermont for a trip and I loved the old cabins and stoves. This electric fireplace is a great way to feel warm and cozy.
We love the fireplace, and it really puts out the heat. We use natural gas for ours. It's easy enough to install, but be sure to follow all the instructions for proper installation and ventilation. We set it up to make sure it works properly and everything works great!! We did have to call ElectricFirePlaceCity.com for advice about installing the blower suggested for this unit and customer service was great!!!
The product looks great. I was very impressed with the speed of the shipment, thanks to ElectricFirePlaceCity.com. I have no complaints at all and would recommend this product to anyone!
Love It!!! My visitors have nothing but compliments. Even though the fireplace is a bit heavy, the set up was easy. And we are totally enjoying this beautiful fireplace!!!
When I purchased this fireplace I thought I was settling for a lesser product because of the price point. I was wrong! I could not be happier with my purchase. This is a well built, great looking fireplace and my family and I love the addition to the living room
Very elegant and efficient electric fireplace for the price. Easy to set up and install was simple. Built it into a slate stone wall. I highly recommend it!
I needed a heater for our patio and this heater is perfect. It is small and doesn't take up a lot of space but it emits a good amount of heat. I like that it has a turning feature so it turns back and forth.
This is a nice tiny space heater ideal for the office environment. It is very small and very portable and easy to store. Hot air comes out within seconds of powering on. It swivels with a good degree of motion. It would be nice if it could be controlled by a smartphone app.
Love this heater. I got it for work and it arrived in one of the colder days in New England. I sit by a large window which is great to enjoy the view bit gets cold. It’s good that I can adjust the temperature and the swivel.
Easy to use right out of the box. Simple operation. Pretty compact in size considering the output. It is pretty quiet when it's on.
My girlfriend's parents recently remodeled their house and she was looking for something easy for them to use instead of a wood-burning fireplace. We couldn't be happier with our choice. It looks great in the newly remodeled living room and is extremely easy to use!!
We are excited to add this to our master bedroom! It’s realistic & economical plus heats our room! Easy to install, looks great & price was great too!
Delivered on time and in perfect shape, thanks to ElectricFirePlaceCity.com. Works wonderfully. I love it
Awesome. It looks like a real fireplace. Most people don't know it not real fireplace built-in. Great product from ElectricFirePlaceCity.com
The fireplace was easy to get out of the packaging. It was easy to set up and has fun adjustable teachers for the flame color. It puts out quite a bit of heat for an electric fireplace. What's The fireplace was easy to get out of the packaging. It was easy to set up and has fun adjustable features for the flame color. It puts out quite a bit of heat for an electric fireplace.
This fireplace is stunning. It arrived on time. All parts were included as promised. I am very happy with this purchase. So far so good. A WELCOME ADDITION TO MY HOME!
I love my new fireplace. I was Leary about doing an electric one. I’m still nervous about long term use. But it makes my living room. Very easy for my carpenter to install. I only wish this had more options for colors and settings.
Very happy with this fireplace. Looks beautiful. We built out the wall and recessed the fireplace. Glad we took the extra steps because it looks so much better. I prefer to have the flame on without the heater because I don't like the sound of the heater although it is quiet.
I was in the market for an electric fireplace when I came across this one, I have to say its more than I ever thought it would be. The realistic-looking flames can fool anyone and with the heat on you would think its a gas fireplace. It weighs next to nothing and it easy to install I would highly recommend this product to anyone that wants a true quality product.
Used this in our RV as a replacement for the old tv, fit perfectly and now we have a beautiful fireplace. Great for ambiance and chilly mornings. The tv was replaced years ago with a flat panel and was happy to find something that would work so nicely!
We love the sleek look and the flames look real. We are very pleased with this purchase and would recommend this fireplace to anyone. We also love the no heating feature so we can enjoy the fireplace all year long.
Completely happy with this product. It is exactly what I expected and we are enjoying it every evening, now that the weather is changing. Thank you so much ElectricFirePlaceCity.com for the perfect recommendation!