Q. Tell me about your online store. A. Fireplace Haven strives to offer you the highest quality products at the lowest prices. We have a large selection of Ventless Gel Fireplaces. All items on our site offer fixed shipping charges. Check back often for new items. For more information please see About Us
Q. How do I navigate your site? A. We at Fireplace Haven aim to provide you with an easy shopping experience. We offer very low prices on our site plus fixed shipping on all items. Or, you can browse through our site's main categories:
Q. How can I contact you? A. Please see our contact information here.
Q.How do I place an order? A. Just search or browse through our online store, choose the item(s) you wish to purchase, click on the "Add to Cart" button, enter your billing & shipping information, select your payment options and successfully complete the ordering process.
Q. How do I remove items from the cart? A. When you click on "My Cart" you can view the contents and change them too. To remove an item, click on the "Remove" button next to that item.
Q. How do I update the quantity of items in my cart? A. When you click on "My Cart" you can view the contents and change them too. To update the quantity of an item, type how many pieces of that item you want into the "Quantity" field, then click on the "Update" button next to that item.
Q. What are your shipping charges? A. All of the items listed on our website offer FREE or FIXED SHIPPING charges. The charges are clearly stated during checkout. There are no other shipping or handling charges.
Q.Do you ship to P.O. Boxes? A. Unfortunately we cannot ship to P.O. Boxes. You must supply us with a physical address.
Q. Can I cancel an order after it is submitted? A. Yes, we do accept cancellations of an order, but it should be done as soon as possible. Once the order has entered the shipping process, we do not allow any cancellations. For more information please see our Policies
Q.What is the normal lead time? A. Most orders are shipped within 5 days after payment clears. Depending on where they are shipped, it will take 4-7 weeks not including Weekends to be received. If the item is not in stock we will notify you ASAP and money will be refunded. During the Holiday Season our shipping may be delayed up to 48 hours. Please allow more time during the Holiday Season for items to ship and arrive.
Q. What types of payment do you accept? A. The following is a list of payment methods we accept: - Visa
- MasterCard
- American Express
- Discover
Q. Is it safe to send my Credit Card number through your site? A. Our site uses an SSL (Secure Sockets Layer) Connection. SSL works by using a private key to encrypt data that's transferred over the SSL connection. This Web site can secure your private information using a VeriSign SSL Certificate. Information exchanged with any address beginning with https is encrypted using SSL before transmission.
Q. What if I have a problem or need to return something? A. If you were shipped a different product than you ordered or have a Mfg. defect, please contact us at within 48 hours of receiving the product. We guarantee against manufactures defects for 30 days from the date of delivery. For more detailed information please refer to our Return Policy.
Q. What if my item was damaged in shipment? A. Inspect all merchandise as soon as you receive it. If the product you received appears to be damaged from the outside or if you discover any damage while the driver is there, you should mark such damage on the delivery receipt and/or bill of landing. The driver must write down next to your signature, that the items are being accepted, but they are damaged. Please ontact the shipper/provider for further information. Shipping/Freight Company Contact Numbers - UPS: 1-800-PICK-UPS (1-800-742-5877)
- FedEx: 1-800-GO-FEDEX (1-800-463-3339)
- ABF Freight Systems: 1-800-610-5544
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