Backorder Policy

Backorder Policy

What to expect, in plain terms

In-stock Lumiflares orders leave the warehouse in 1–3 business days. Occasionally a model sells out faster than the manufacturer can restock it — that unit is placed on backorder, and production can extend the timeline. Lead times vary by brand, and some items are made to order (see the note below). Either way, you'll know where your order stands, and you can cancel before it ships.

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You can cancel before it ships

Email support@lumiflares.com and we'll cancel with the manufacturer and refund you. For most brands that right stays open right up until your fireplace leaves the warehouse; EcoSmart Fire orders have a 24-hour cutoff before the ship date, as noted below. A restocking fee may apply where the manufacturer charges one on a configured or special-order unit; if it does, we'll tell you the exact amount before anything is deducted, and there's never a charge for asking. Once it ships, our 30-day return policy takes over.

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You won't have to chase us

We confirm your exact configuration with the manufacturer after you order, then email you a delivery timeline. Any backorder question gets a reply within 48 business hours, and new information from the manufacturer — including tracking — goes to you the day we get it. When a backordered item comes back in stock, your order is prioritised and processed within 48 business hours.

If you'd rather not wait

Plans change, and a long lead time is a fair reason to change them. Two options, both available until your order ships:

1

Swap for something available sooner

Tell us what you're trying to do and we'll suggest a comparable model with a shorter lead time. Place the new order, email support@lumiflares.com, and we'll refund the original right away — and where a restocking fee would otherwise apply, we'll waive it if you're staying with us.

2

Cancel your order

One email is all it takes. We'll confirm the cancellation with the manufacturer and return your money, less any restocking fee the manufacturer applies to that unit — which we'll quote you in writing first.

Brand-specific lead times

All brands except EcoSmart Fire: Models or finishes marked out of stock ship in approximately 8–10 weeks. You can still place your order: we confirm your exact lead time by email within 1 business day, and you can cancel any time before it ships.

EcoSmart Fire fire tables: EcoSmart Fire finishes shown as out of stock are made to order and usually ship in 4–8 weeks. You can still place your order. In-stock finishes ship on the standard timeline above.

Because these orders are placed with the manufacturer, EcoSmart Fire orders can be changed or cancelled free of charge up to 24 hours before the scheduled ship date. After that point the order is locked in with the manufacturer, and our EcoSmart return terms apply instead — a 15% restocking fee plus the actual cost of the original delivery. Full details are in our Refund Policy.

Why payment is taken when you order

Your card is charged at the time of order rather than at shipping. Two reasons, both practical:

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It reserves your unit in the production queue

Manufacturers allocate against paid orders. On high-demand models, an unpaid order doesn't hold a place in line.

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It prevents a failed charge weeks later

Card authorisations expire. Charging now means nothing stalls when your fireplace is ready to leave the warehouse.

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Paying up front doesn't lock you in. Your right to cancel stays open as described above. Financing through Affirm is available at checkout if you'd rather spread the cost.

A note on delivery timelines: Estimated dates come from manufacturer guidance and are given in good faith — as an authorized dealer we don't control production or freight schedules directly. If a timeline moves, we tell you as soon as we know and work out next steps with you. If a manufacturer ever cancels production on a backordered item, you get a full refund without delay and without any fee, plus our help finding an alternative.
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Want the current lead time before you order?

Ask us. Call 877-879-9191 or email support@lumiflares.com with the model you're looking at, and a person replies within one business day with what the manufacturer is quoting this week.