3 Easy Ways To Get In Touch
Mon-Sat 9am-5pm Eastern
30 N. Gould Street Suite 5638 Sheridan, WY 82801
Our goal is to keep the ordering process as simple as possible. Shipping times vary from 1-3 business days and delivery time varies between 3-10 business days if your fireplace is in stock.
Please read through this instructional guide so you can understand how the process works and what you should expect to happen once you place your order with us.
- You will receive an order confirmation email as soon as you place your order. This means that we have authorized your credit card for the purchase and are preparing your order for shipment.
- As soon as we receive your order, we automatically reach out to our warehouse to confirm that it is in stock and available for immediate shipment.
- If your item is on backorder or unavailable, we will reach out to you via email.
- If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.
- If your order is stock and your credit card is approved by our fraud guarantee department, the fireplace ordered will ship within 1-2 business days from the date of your order.
- We will send you the tracking information within 24 hours to the email address you provided when checking out.
- We ship daily via UPS Ground, Fed Ex Ground, and Freight to the lower 48 states. Most all orders will ship the same day as ordered if the order is submitted before 1pm PST (some exceptions apply, some part & freight orders may not ship until the following day).
- Some parts orders and freight shipments are subject to ship the following business day if the order is placed close to the 1pm cut off time.
- Shipping costs are included with any unit going ground to the lower 48 states. AK & HI ship by AIR at additional cost.
- We do not offer Cash On Delivery.
- A phone number is required by the freight company so a delivery appointment can be made.
- Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without an appointment.
- A delay in delivery may also cause additional storage fees to accrue that will need paid prior to delivery.
- Customs, Duties, and Taxes: Import duties, taxes, and charges are not included in the item price or shipping cost. The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. Additional charges are the responsibility of the recipient because we have no control over these government-imposed charges and cannot determine what they may be. Customs policies vary greatly among countries. Therefore, we cannot, and will not, offer advice about taxes in your country. We report the amount of the sale on the Customs form. Please do not ask us to claim less than the actual purchase amount. It is the customer's responsibility to know the legality of the fireplaces ordered in their country. Do not order items that are illegal to import into your country. Laws are different in every country and we cannot keep up with them all. It is your responsibility to check with your Customs office to see if your country permits the shipment of our fireplaces to your country.
- As the buyer, it is your responsibility to find out that information before you order. Please contact your local customs office for information.
- To avoid a delay in receiving your order from customs, consider the following:
- Provide us with a phone number where you can be reached by customs when your fireplace arrives. This phone number will be listed on the commercial invoice so customs can reach you to clear your order.
- Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they return it to the sender.
- We do not refund original shipping charges for goods that are refused for delivery at customs.
- We will deduct all additional fees resulting from refused international shipments from your refund.
- If we are charged for YOUR taxes and duties on the shipment or incur any penalty or lawsuit related to your order or shipment, we will post the charge to your credit card.
- If the package is seized by Customs for any reason and we do not receive the package back, we will NOT issue you a refund since, obviously, local laws and regulations determine the fate of the package. If we do receive the package back after being seized, you are still responsible for the shipping charges and any other fees plus penalties incurred.
- We ship via UPS and Fedex for most fireplaces , USPS for small parts and accessories, and freight for large fireplaces.
- If you don't receive tracking information from us within six business days of your order confirmation, feel free to follow up with us at email@example.com
- Please inspect the packaging of your items when they arrive.
- If there are any fireplaces damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged.
- If your item(s) do arrive damaged, please send photos to firstname.lastname@example.org and we will process an insurance claim on your behalf.
Cancellations & Refunds:
- All orders canceled are subject to an administration fee equal to 15% of the total order amount, whether or not your order has shipped. This is a fee that covers administrative and personnel fees.
- If your item is on backorder and you accept the backorder, we will hold your payment until the fireplace ships. If you decide to cancel before a backorder arrives and is processed for shipping, we will not charge a fee.
- If you order has shipped, you (the buyer) will be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.
- From time to time, a fireplace may run out of stock at our warehouse and the website wasn't updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the backorder, what the expected time for arrival is, and what substitutes are available in case you are interested in getting a bike sooner.
- The expected arrival time may change due to unforeseen circumstances like a shipment getting held up at the port upon arrival or the factory missing a certain part needed to complete the manufacturing process.
- If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different fireplace, or cancel the order altogether.
- Once back orders arrive, we will notify you by email with your estimated ship date and you will receive an email with tracking information within 1-3 business days.
This section will give you the essential information about what to expect with the delivery of your item. If you purchased one of our large and heavy items your item will ship freight LTL will be delivered via a lift gate truck.
Important Freight LTL Shipment
- When the item reaches your city or a city near yours the dispatcher will call you to set up a future delivery date and time with you. The item will not be delivered until you set up this appointment.
- You need to be at the delivery address during the delivery window to receive and sign for the item.
- The dispatcher will let you know what dates they have available. Delivery appointments can only be scheduled Monday thru Friday. The delivery times can only be scheduled in delivery windows of 8 am - 12 pm or 12 pm - 4 pm. Depending on the freight company the delivery window may differ. A fixed delivery time cannot be scheduled. Example 9:00 am. It can only be scheduled in a delivery window time frame.
- Please make sure the phone number you entered at checkout is a good number to contact you at.
- Don't screen your calls until your item has been delivered.
- The item will be delivered via a lift gate truck with one delivery person. It will be placed at your door or the closet area near your door. Due to the large size, it may not be possible to be placed at your door.
- Be sure to keep all your packing materials including the pallet. If you decide to return the item you will need to have all the original packing materials.
How to Handle Damages, Exceptions or Discrepancies at time of Fireplace Delivery (Carton packaging appears to have some damage such as ripped, holes, large dents, open carton, or items are missing):
- Carton damage requires visual inspection of contents of the unit.
- [STORE NAME] recommends IMMEDIATE inspection, with driver present, to verify damage. If contents are damaged, indicate damage on carrier’s paperwork and notify [STORE NAME] immediately.
- IMPORTANT: If contents cannot be inspected immediately, notation on carrier’s paperwork must state: “Carton damage, subject to inspection” and list type of damage.
- Contents must be inspected within 48 hours of arrival and actual damage reported to the carrier
Carton packaging has excessive damage with the exposed fireplace:
- Refuse shipment
- Sign carrier paperwork: “Carton damaged and refused”
- Notify [STORE NAME] immediately.
If you have any further questions about the ordering and shipping process, feel free to contact us by email at email@example.com
Great Service! 1st unit was damaged in shipping and Julia responded immediately and had a new one sent arriving 2 days later. The fireplace is great also. Perfectly met our needs. The Bluetooth sound feature enables you to play music or a crackling fire sound effect.
Touchstone Sideline Steel 50" Recessed Electric Fireplace 80013
I am so happy with this purchase. This fireplace is perfect and It makes my living room warm and cozy. We are enjoying it a lot. Would order again.
Wow, what a fireplace. high-quality material and the look is outstanding. Absolutely loving this fireplace and would recommend it very highly. went well with my other furniture.
Beautiful piece and I love the colored flames, very elegant looking. Have it in our reception area at the office and I get a lot of compliments.
Works and looks fantastic! Purchased this for a private dining area of my restaurant to take the chill off and complete the overall "homey" feel of my place. Receive numerous compliments daily. I highly recommend this fireplace.
Love it! Love it! Love it! It's an elegant and beautiful electric fireplace. That's exactly what I was looking for the master bedroom.
This is exactly what I was looking for. Makes my living room very cozy and helps take the chill out of the air. Everyone comments on how lifelike it looks.
We love it! Fast shipping and in excellent shape. No problems. A beautiful addition to our living room.
I am absolutely in LOVE with this fireplace. Very sturdy. Relatively easy to install. Came super quick. An amazing addition to our space!
OMG, this is one of the best purchases I have ever made. Not only is it beautiful, the really warms up the room.
This piece far exceeded my expectations! The quality is really good and the fireplace works beautifully. Absolutely gorgeous in my bedroom!
Love this Fireplace it's stately looking and heats extremely well. great quality is what I have come to expect from Deluxe Home Store.
I love it! It looks so good just where I planned! I will definitely be looking for more great items at Deluxe home store.
I love everything about my fireplace. It heats my 440 square foot room and looks sharp. The delivery was fast and I couldn't be happier. Best fireplace ever Thank you Deluxe Home Store!!!
This is the most realistic flames and creates a nice ambiance. This was for a sitting area in our master bedroom and it adds a nice touch to the room. Thank You!
Found this to be exactly as advertised. Flames look reasonably realistic and give off a nice glow. It was easy to install and delivered on time. Good job Deluxe Home Store!
I love my Electric Fireplace. I live in an apartment where we can not have a real fire. This looks so real & also heats my apartment. I had a friend go out and purchase one too she loved it so much.
My purchase arrived faster than I expected, the packaging was perfect. I will not hesitate to buy from Deluxe Home Store and will recommend Deluxe Home store to everyone I know.
This fireplace is just the right size. It is very sleek and appealing! So glad I decided to order this one.
I purchased this electric fireplace for my daughter for her birthday. Customer service was very helpful when I placed my order and it was shipped earlier than was stated !! Can't wait to see how she likes it !! My experience with Deluxe Home Store has been excellent!!!!
The item came faster than expected, was easy to install, was exactly as described. Does a great job heating up the room. Thanks, Deluxe Home Store for another great product!
Love my fireplace, it’s pretty, puts out heat for my bedroom, the flame is realistic. Highly recommended!
This is perfect for my space! Love the flame and the heat is great!! Easy to install as well! This was the finishing touch needed for my dining room!
The Fireplace Keeps My Room Warm. I’m Very Pleased With My Purchase. I Love Laying Down In The Dark Watching The Flames. Absolutely Love It!!!
I got this item for my love as a thank you gift. And he loved the look and likes to be warm. Great service and fast delivery.
I really like this fireplace! It creates such a relaxing ambiance. I have had so many compliments on this fireplace, and would highly recommend it to everyone.
It looks perfect and I have had lots of positive comments. It looks really elegant! Really happy with it.
LOVE IT! It arrived so quick and no issues at all. I’m a single female and I was able to easily install. Looks beautiful in person!
Beautiful piece!! I’ve gotten so many compliments on this fireplace. It warms up my cold family room just right.
Great fireplace and perfect fit! I really love the services that you guys have and the delivery is always on time, Awesome job
Really happy with this fireplace. My husband installed it and had no issues with the included directions. The heater works surprisingly well for our very large great room.
This product is amazing it added warmth to my living room exactly what I wanted. arrived right on time and is great! Packaged very well. Love it!!
Unbelievable! This thing is huge. Looks gorgeous in our family room. Remote is great to control the flame and heater. Highly recommended!