Delivery Policy

Your fireplace, delivered with care

Because our fireplaces are large, heavy items, they ship via specialized freight carriers — not standard parcel services. This page explains what to expect, how to inspect your delivery, and how we protect you if anything goes wrong.

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Our promise to you

If your fireplace arrives damaged and you follow the steps below, we'll take care of everything — whether that means sending a replacement or issuing a full refund. No cost to you, no runaround.

1

Scheduling your delivery

Once your order ships, the freight carrier will call the phone number you provided at checkout to schedule a delivery window that works for you.

  • Someone needs to be home to inspect and sign for the shipment.
  • Most deliveries are curbside — the driver brings your item to the edge of your property, but is not typically able to bring it inside or up stairs.
  • If you need to reschedule, contact the carrier directly as soon as possible to avoid storage fees.
2

Inspecting your delivery before you sign

Before signing the delivery receipt, take a moment to look over the packaging. This step is important — your signature releases the carrier from responsibility for visible damage.

  • Check for crushed corners, holes, or signs that the box has been tipped or dropped.
  • If you spot any packaging damage, write "DAMAGED" on the delivery receipt before signing.
  • Take a quick photo of the box while it's still on the truck — this is the strongest evidence for any claim.
Serious damage? If the box is heavily damaged or the product inside is clearly broken, you can refuse the delivery entirely. The driver will return it, and we'll get a replacement on its way to you.
3

Checking for concealed damage

Sometimes packaging looks fine on the outside but the item inside has been damaged in transit. Open your boxes and inspect your fireplace as soon as possible after delivery.

  • If you find damage, photograph both the item and the packaging.
  • Email us at support@lumiflares.com with your order number and photos.
  • Keep all original boxes and packaging until your claim is fully resolved.
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Report concealed damage within 48 hours of delivery. After this window, it becomes significantly harder to file a carrier insurance claim on your behalf.

4

What happens after you report damage

Once we hear from you, our team takes it from there. We'll handle the insurance claim with the carrier on your behalf.

  • We'll work with you to arrange a replacement shipment or a full refund — whichever you prefer.
  • Our team will keep you updated throughout the process so you always know where things stand.
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Questions? We're happy to help.

Call us at 877-879-9191 or email support@lumiflares.com — whether you have a question before delivery or need help with a claim, our team is here for you.