By placing an order, you agree to these terms, our Terms of Service, our Refund Policy and our Shipping Policy.

1. Your charge. Your card statement will show Smokey Mountain Fireplaces. Payment may be authorized or held while we confirm your order with the manufacturer or supplier.

2. Cancellations.

• Before we confirm your order and capture payment: you can cancel at no charge. You need to call us to cancel, because many orders ship before tracking is available.
• After we confirm and capture payment, but before your item is pulled or packed: a 6% cancellation fee applies.
• After your item is pulled, packed, or shipped: a 25% restocking fee plus all actual shipping costs applies, both outbound and return.

3. Custom and made-to-order items. Custom and made-to-order products can’t be returned at any time. This includes Malm, Modfire, Don Bar and other made-to-order units. Lead times for these items can be several weeks to several months.

4. Returns. You may return an item only if:

• it’s unopened, unused, and uninstalled, in its original packaging;
• you contact us within 5 calendar days of delivery to get a Return Merchandise Authorization (RMA) number; and
• you wait for your RMA and return instructions before shipping it back.

Returns without a valid RMA will be refused, and no refund will be issued. You can choose either:

• store credit for the purchase price minus actual shipping costs, or
• a refund for the purchase price minus a 25% restocking fee and actual shipping costs.

Freight costs are often $600 or more.

5. Freight delivery and damage. Most of our products ship by freight, and delivery requires your signature. You need to open, inspect, and photograph your item before you sign, and write any damage on the delivery receipt. Damage that isn’t noted when you sign isn’t covered by freight insurance, and you’re responsible for it. Delivery is curbside. Extra services such as placement, redelivery, or a smaller truck may cost more and are paid to the carrier.

6. Refused deliveries. If you refuse a delivery, it’s treated as a return. The 25% restocking fee and all actual shipping costs, inbound and outbound, will be deducted from your refund. If your item arrives damaged, don’t refuse it. Note the damage on the receipt and contact us so we can file a claim.

7. Lead times. Ship and delivery dates are estimates, not guarantees. Tracking may arrive after your item has already shipped. Delays caused by manufacturers, carriers, or weather are not grounds for a refund while your order is still being processed.

8. Installation and warranty. Fireplaces, stoves, inserts, and venting have to be installed by a qualified professional, following code and the manufacturer’s instructions. Smokey Mountain Fireplaces isn’t responsible for installation done by you or your contractor. Product warranties come from the manufacturer, and we’ll help you file a claim.

9. Contact us first. If something goes wrong, you agree to contact us first and give us a chance to fix it before you dispute a charge with your bank.

• Phone: 541-678-0243
• Email: brad@smokeymountainfireplaces.com

10. Governing law. These terms are governed by Oregon law. Any disputes will be handled in Deschutes County, Oregon.

Smokey Mountain Fireplaces LLC · 20512 Nels Anderson Pl A, Bend, OR 97701