At Smokey Mountain Fireplaces, all shipments within the contiguous USA over $100.00 are free. Generally, orders placed with us will leave our warehouse within one business day. Occasionally, due to unforeseen circumstances, an order will take up to three days to ship. If this happens we will be sure to contact you and let you know when your item will ship.
Although your item may ship out immediately it may take longer than that to receive your tracking number. Tracking numbers will be sent you via email as soon as that information becomes available to us. Generally we will ship all orders via UPS. We reserve the right to use any carrier.
Please note: delivery of a freight order will require a signature. "Curbside Delivery" indicates delivery to the curb at your driveway's end and does not include assistance with unloading, unpacking, set-up, or clean up. Requests for placement in any area other than the curb, missed delivery appointments, re-delivery / re-consignment, and any other special requirements may incur additional customer charges, all of which are payable directly to the carrier. Lift gate service (unloading to curb side) is available for a $75 fee. Please choose the "White glove delivery service" option upon checkout to select this service.
The carrier will call approximately 24 hours before delivery to schedule a delivery appointment spanning a 4-hour period during normal business hours. Please include a daytime phone number in the shipping information at check out. Extraordinary delivery requirements (caused by physical obstructions, insufficient space, neighborhood restrictions, etc.) may create additional delivery charges.
If spatial restrictions prevent the delivery, the customer will be responsible for additional charges resulting from modification of the original shipping information (location, type of truck required, etc.). If the carrier is unable to make normal delivery to the shipping address because of any of the aforementioned circumstances, it is the customer's responsibility to make alternate arrangements with the freight carrier to take receipt of the shipment. When the carrier calls to set the delivery appointment, please advise them if circumstances will make it necessary to take delivery at an alternate location.
If you refuse delivery, we will refund the item cost minus all associated shipping fees. If free shipping or discounted shipping was applied to the order, all of the shipping costs (inbound and outbound) will be deducted from the refunded amount.
Shipments To Alaska, Hawaii, Canada, and US Territories
We are happy to ship to one of these areas but unfortunately additional shipping will be charged. To see the cost to ship to one of these areas, add a product to your cart and go through the checkout process. Costs are determined by your exact location. All shipments to one of these areas will also ship within 3 business days. In most cases, your order will leave our warehouse within 1 business day.
Unfortunately, we do not offer international shipping at this time.
Damages & Exchanges
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, we'll make sure you're taken care of. Most of our products are backed by a manufacturer's warranty. If your item has a defect, please contact the manufacturer as instructed in the paperwork that came with the product. If you need help contacting the manufacturer, feel free to contact us. If your product was damaged during shipping, contact us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you.
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
1. You decided to cancel your order
If the order hasn't been shipped out yet, we can cancel the order and issue you a refund with no penalty. If you do not cancel the order until after it has already been shipped, your situation will be handled according to situation 5 below.
2. You received the product but the product is not working correctly, is missing parts, or is visibly damaged or deformed
If the item isn't working correctly, and it does not appear to have been damaged during shipping, please see the paperwork that came in the original box for instructions on how to file a warranty claim with the manufacturer. The manufacturer is responsible for any manufacturing defects or deficiencies with its products. (If the item is damaged or defective due to shipping damages, please see situation 3 directly below.)
3. You received an item that appears to have been damaged during shipping
If a package appears to have been damaged during shipping, the item is oftentimes still okay. If the packaging for your item appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waves your right to get your product replaced or repaired. Before contacting us, please test the item's functionality.
If everything works okay, there is no reason to contact us or file a shipping damage claim. If your product is not working correctly due to the damages that occurred during shipping and you have kept the original shipping materials, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out new parts or a new product at no cost to you.
4. You've received the product but you've decided you want to return it
If you receive an item and decide to return it, you can do so if and only if all of the following requirements are met:
1) The item must be unopened, unused, and still in the original packaging.
2) You must contact us to notify us that you'd like to return the item within 30 calendar days of receiving the item.
3) You MUST contact us to get an RMA Number and return instructions PRIOR to returning the item.
If you return an item without all three of the above requirements being met, the item will be refused and come back to you and no refund will be issued. If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone):
1) You can receive the full amount you originally paid for the returned item (less our actual cost for shipping and handling) as a store credit, OR
2) You can get a cash refund for the amount you originally paid LESS a 15% restocking fee and our actual cost for shipping and handling.
In either case, you are responsible for return shipping charges to return the product to us.
5. You refuse the delivery of your order, and it comes back to us
If you refuse an item and it comes back to us, you will be issued a refund LESS a 15% restocking fee and our actual cost for shipping and handling. If the item is damaged during the shipping process, no refund will be issued until the shipping insurance claim process is complete. Once the shipping claim process is complete, you will be issued a refund in the amount we are reimbursed by the shipping company (minus the amount the shipping company charges us for the shipment to you and back to us). If the shipping company does not approve the claim, we are unable to provide a refund.