Napoleon 42-in Element Built-In Electric Fireplace Insert

At Lumiflares, we take every precaution to ensure your new fireplace arrives in perfect condition. Because our products are often large and ship via specialized freight carriers, there are a few important steps you need to take upon delivery.

1. Scheduling Your Delivery

For large items (Freight/LTL), the shipping company will contact you at the phone number provided during checkout to schedule a delivery window.

• Someone must be present to inspect and sign for the shipment.

• Curbside Delivery: Most freight deliveries are "curbside," meaning the driver will bring the item to the edge of your property. They are generally not authorized to bring items inside your home or up stairs.

2. The Inspection Process (Crucial)

Do not sign the delivery receipt until you have performed a visual inspection. Once you sign that document without noting damage, the shipping company is legally released from liability, making it much harder to file an insurance claim.

• Check the Packaging: Look for crushed corners, holes in the box, or signs that the pallet has been tipped.

• Note any Damage: If you see any damage to the packaging, write "DAMAGED" clearly on the delivery receipt before signing.

• Refusing a Shipment: If the box is severely smashed or the product inside is clearly broken, REFUSE the delivery entirely. The driver will take it back, and we will send you a replacement immediately.

3. Concealed Damage

Sometimes the box looks fine, but the item inside is damaged. You have 48 hours from the time of delivery to report "concealed damage."

• Open your boxes and inspect your fireplace immediately.

• If you find damage, take clear photos of the item and the packaging.

• Email us at support@lumiflares.com with your order number and photos.

4. Our Quality Guarantee

If your item arrives in less-than-perfect condition and you follow the inspection steps above, Lumiflares will handle everything. We will process the insurance claim and either ship a replacement or issue a full refund at no cost to you.

Pro-Tips for a Smooth Delivery:

• Have a Camera Ready: Taking a quick photo of the box while it’s still on the truck is the best evidence for a claim.

• Don't Be Rushed: Delivery drivers are often in a hurry, but you have a legal right to inspect your shipment before signing.

• Keep the Packaging: Even if the item is damaged, keep all original boxes and crating until the claim is fully resolved.

Why Choose Lumiflares?

At Lumiflares, we know you have many choices for your home. We don’t just want to earn your business; we want to earn your trust. As a specialist boutique, we provide a level of care and expertise that the big-box retailers simply can’t match.

1. 100% Safe & Secure Shopping

Your privacy is our priority. Our website uses industry-leading SSL encryption to ensure that every transaction is 100% secure. We never store your credit card information, so you can shop for your home with total peace of mind.

2. Personalized Customer Service

You aren't just an order number to us. From the moment you purchase until your fireplace is glowing in your home, we provide clear, consistent communication. As a personal touch, every order receives a thank-you email directly from our founder.

3. Authorized Dealer Status 

Lumiflares is a fully authorized dealer for every brand we carry. This is vital for your protection—it guarantees that you receive the full manufacturer’s warranty and authentic, high-quality products.

4. Our "Best Price" Guarantee

We work directly with manufacturers to negotiate the best possible pricing for our customers. We are so confident in our value that we offer a Price Match Guarantee—if you find a lower price elsewhere, we’ll work to match it.

5. Free Shipping on Orders Over $99

We believe in transparent pricing. That’s why we offer Free Shipping to the lower 48 states on all orders over $99. No hidden fees at checkout—just the quality you expect, delivered to your door.

6. Fully Insured Shipments

A fireplace is a significant investment. Every package that leaves our network of warehouses is fully insured against loss or damage during transit. We take the risk out of shipping so you can focus on your new space.

7. Handpicked Quality

Because we are an online-only boutique, we know you are trusting us with your vision. Our founder personally selects every manufacturer on our site to ensure the craftsmanship meets our high standards for beauty, performance, and safety.

8. 30-Day No-Hassle Returns

We want you to love your new fireplace. If for any reason it isn’t the perfect fit, our 30-Day Return Policy makes the process straightforward and fair. We are here to help you find the right solution for your sanctuary.

At Lumiflares, we work closely with our manufacturing partners to provide the most accurate inventory data. However, due to high demand, certain premium items may occasionally be placed on backorder.

Why We Process Payment Upfront

When you place a backorder, our protocol is to process your payment at the time of the order. We do this to provide you with the most seamless fulfillment experience and to ensure your place in the production queue is secured. Processing payment immediately helps us:

• Secure Your Shipment: By finalizing the transaction, we prevent delays caused by expired authorization or changes in payment information while you wait.

• Ensure Security: Immediate processing allows us to verify your order through our secure, encrypted systems right away, protecting both you and the brand from fraudulent activity.

• Maintain Competitive Pricing: By reducing the administrative costs associated with manual payment re-authorization, we are able to keep our prices lower for all our customers.

While You Wait....

If you have placed a backorder and wish to change your mind, you have the following options:

1. Swap for an In-Stock Item: You are welcome to browse our collection for a comparable product that is currently available. If you find a replacement, please place a new order and contact us at support@lumiflares.com so we can immediately refund your original backorder.

2. Request a Full Refund: If your order has not yet shipped, we can cancel and refund your order in full. Please allow a brief window for us to confirm the cancellation with the manufacturer.

Please Note: Unless we receive a written cancellation request via email prior to shipment, we will assume you wish to keep your order active. We will continue to work diligently with the manufacturer to fulfill your order as quickly as possible.

Timeline Disclaimer

All Estimated Times of Arrival (ETAs) are subject to change. As an Authorized Dealer, Lumiflares facilitates the order, but the final production and shipping timelines are managed by the manufacturer. We promise to provide you with tracking information the moment it becomes available to us.

Key Improvements Made:

• Removed "Negative" Phrasing: Phrases like "unfortunate fulfillment delay" and "unintentional change" were softened to sound more professional.

• Shifted the "Fraud" Focus: Instead of making it sound like you suspect the customer of "intentional attempts at fraudulent receipt," I framed it as "verifying through secure, encrypted systems" to protect the customer.

• Clearer Options: Used a simple 1-2 list for how they can handle their order if they don't want to wait.

• Brand Consistency: Kept the "Authorized Dealer" language to reinforce the trust we built on the other pages.