Delivery & Inspection: What to Expect

Shipping & Delivery

Your fireplace, delivered with care

Every fireplace ships free by freight carrier, fully insured, with liftgate service included at no charge. In-stock orders leave the warehouse in 1–3 business days, and the carrier calls you to book a delivery time that suits you.

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You're covered from our warehouse to your curb

Every shipment is insured for its full value. If anything isn't right when it arrives, tell us as soon as you can (ideally within 48 hours) and we'll arrange a replacement or a full refund — at no cost to you.

1

We ship it and send you tracking

In-stock orders leave the warehouse in 1–3 business days. You'll get an email with your freight tracking number when it ships.

  • Freight transit is typically 3–7 business days, depending on where you live.
  • If a model or finish is out of stock, its lead time is shown on the product page before you order. Details are in our Backorder Policy.
2

You pick the delivery time

The carrier calls the phone number on your order to book a delivery window that works for you.

  • Liftgate service is included free — the driver lowers your fireplace to the ground at the curb.
  • An adult will need to be there to sign for it.
  • Delivery is curbside, so plan for a second pair of hands to bring it inside.
  • Need a different day? Call the carrier and they'll rebook it.
3

Take a quick look before you sign

Give the packaging a once-over while the driver is there. It takes a minute.

  • If the box looks fine, sign and you're done.
  • If you see a dent, tear or crushed corner, write a short note on the delivery receipt and take a photo.
  • Not sure what to do? Write what you see on the delivery receipt before signing and take a photo. Then call 877-879-9191 or email us and we'll handle it from there.
4

Inspect your fireplace within 48 hours

Unpack your fireplace and look it over as soon after delivery as you can.

  • If anything isn't right, email photos of the item and packaging, plus your order number, to support@lumiflares.com.
  • Hold on to the original packaging until you're happy with everything.
  • We handle the claim with the carrier and arrange your replacement or refund, and we keep you updated along the way.
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We recommend reporting within 48 hours of delivery. Freight carriers set tight windows for damage claims, so the sooner we hear from you, the faster we can resolve it. If you notice something later, still reach out and we'll help however we can.

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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 after it arrives, our team is here for you.