Shipping & Returns

Order Confirmation

As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will reach out to you via email to provide details on estimated shipping dates and verification that you wish to proceed with the purchase. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment. Once the item ships it should arrive within 3-7 days depending on your location. Firefly Direct provides free shipping on all electric fireplace units except for Alaska, Hawaii, USA Territories. Shipments to Alaska, Hawaii, Usa Territories are not eligible for free shipping please contact us for a shipping quote.

 

Order Shipment

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the email address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at sales@firefly-direct.com

 

DAMAGES OR DEFECTS

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrived damaged, please send photos to sales@firefly-direct.com and we will process an insurance claim on your behalf. Damages must be documented at the time of delivery.

If delivery is refused for any reason other than damage, return shipping cost are deducted from the refund.

 

NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the Freight Bill of Lading/Acceptance Log. If you are unable to inspect the contents at the time of delivery, make a notation on the lading that there appears to be some damage to the contents and that you were not able to inspect the contents before signing. You then have 24 hours to initiate a damage claim with us.

 

RETURNS We strive to ensure your shopping experience is enjoyable and seamless. It’s important to us that you are happy with your purchase. If, for some reason, a product doesn’t meet your needs, we’re here to help you out. Most unused items can be returned within 30 days of delivery. Return shipping costs are deducted from the refund. If delivery is refused for any reason other than damage, return shipping cost are deducted from the refund. Submit your return request to sales@firefly-direct.com within 30 days of delivery. You will receive an email confirming that the return request has been accepted or denied within one business day. Upon receiving and inspecting the return, your refund will be issued within one to two weeks. Any items returned outside of this process or period are not eligible for a refund. Items that are not eligible for return include:

Clearance items

Custom-made and made-to-order products Items marked “non-returnable” in the item description

Used items, or items that have been installed or assembled

 

CANCELLATIONS

For any order that is cancelled after the item has shipped out, return shipping costs will apply.

All orders are processed, packed, and shipped as quickly as possible for you. If you miss the cancellation period for your order, please let us know as soon as possible, and we can help you do a return or exchange email sales@firefly-direct.com

 

Most items are eligible for cancellation; however, some items are fabricated specially for you and cannot be canceled once the materials are ordered, and fabrication begins. All sales are final for the following:

Custom made products

Made-to-order products

 

EXCHANGES

If you want to exchange your product for something similar, or a different product altogether, we can help you out! Please note, all of our standard return policies apply. You can email us sales@firefly-direct,com