Shipping Policy

Shipping Policy

We offer standard free shipping within the Continental US. We will also notify you of any changes in the anticipated ship date.

If you require expedited or express shipping, please email us with your order number to Our staff will be able to assist you with the shipping details


Our Shipping Carriers

We will ensure each order is properly packed, labeled, and checked for damages before leaving our warehouse.

Due to the size of some fireplaces, items with a Gross Weight over 50 lbs will be palletized for shipment. Palletized items are shipped via less-than-truckload (LTL) trucking carriers. Prior to delivery, the carrier will call you to schedule a delivery appointment. LTL shipments will be delivered curbside and an adult signature will be required to receive the shipment. Your item will be delivered on a lift gate truck and will be taken off the truck by the delivery driver.

Smaller items (under 50 lbs) will ship via FedEx or UPS Ground. An adult signature will be required to receive the shipment.

Other delivery options are available, please email for details.


Shipment Tracking

We will send you tracking information within 1 business day of your order leaving the warehouse to the email address you provided at checkout.

If you do not receive shipment information within 5 business days of your order, please email us at with your order number, and our staff will be able to assist you. We encourage you to track your package online or on the phone with the carrier.


Receiving Your Shipment

Smaller Items Shipped FedEx or UPS Ground:

FedEx and UPS Ground will require a signature. Please inspect the package immediately and note any damages.

If the item is damaged, please notify us immediately by email to Please include your order number and carrier name.

LTL Shipments - Items Shipped Freight:

As a standard procedure, all of our carrier partners will schedule a delivery appointment over the phone with you prior to delivering the item. An adult must be present at the time of the delivery to inspect the package for damages, and sign the delivery receipt. Most carriers deliver between Monday through Friday, and offer appointment windows between 8:00 am and 5:00 pm.

Novel Fireplaces is not responsible for any missed delivery appointments. If you have scheduled a delivery appointment with the carrier and are not present and available at the scheduled appointment time, fees may incurred as a result, which may include missed delivery and/or storage fees. These fees must be paid in full before we can release your order for re-delivery.

If delivery is not rescheduled within 2 business days, the shipment will be returned to us by the carrier. These returns are NOT eligible under our Free Returns Policy. If the unit is returned back to us, we will issue a refund back to your method of payment in the amount of the original order minus any associated missed delivery and/or storage fees.


Procedure for receiving your LTL shipment:

  1. Take a picture of the package before you accept it from the carrier, on or off the truck.
  2. Inspect the box for damages.
  3. Don't rush to sign the delivery receipt:
  • If the item is damaged, write "Damage" on the delivery receipt, then sign.
  • If you didn't have a chance to open the box and thoroughly check, write "Subject to concealed damage" on the delivery receipt, then sign.
  1. Inspect your delivery carefully. Report any damaged or missing items within 24 hours of delivery to . Please retain all original packaging (including shipping pallet, if applicable) in the event that a return is required.

Following these steps will protect you in case of any damages and make the process of replacing the damaged and/or missing items much smoother.

Novel Fireplaces cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation about the damage on the freight delivery receipt, or if the damage was reported later than 24 hours after delivery.   



In the unlikely event that an item you ordered arrives damaged, you may return the item for a replacement or a full refund, as long as you report the issue within 24 hours and make a note on the freight delivery receipt that the item is damaged.

You will not be responsible for the shipping costs to return or replace the item.

To report damage, take pictures of the damaged item and the box with shipping label clearly visible and email them to us: within 24 hours after delivery. 

If the item shows clear visible box damage from the outside, make a note of it on the delivery receipt/BOL. By signing for the delivery without noting any damage or missing items on the delivery receipt, you are accepting that your full order has arrived in excellent condition.

If damage is visible:

  • The order must be opened and inspected in the presence of the delivery driver.
  • Any damage or missing pieces must be noted on the delivery receipt.
  • Do not discard the damaged item(s) or the original packaging.
  • For severe damage, please note on the delivery receipt: “Refused due to damage” and contact us immediately.
  • Contact us at to report the damage within ONE business day and include delivery details, along with photos illustrating the damage.
  • Any damaged items are required to be returned within 30 days. If not returned in this period, the original payment method will be charged.



If the item you’ve received is defective upon initial inspection, we will replace the item free of charge, or refund you the original purchase amount. 

A replacement item can be sent and shipping will be included. If you still have the defective item on hand, it will be picked up after the replacement has been delivered.

Defective items quality for our Free Returns Policy, however the item will be inspected at the return warehouse before a refund can be issued.

Alternatively, part(s) can be sent to you to replace the faulty component causing the defect. Parts will be expedited and will arrive within 1-2 business days. Once the product has been installed or used, it is no longer returnable, and the warranty process begins. We will facilitate the warranty request on your behalf to the manufacturer. The manufacturer will review the claim, and we will let you know if it has been accepted or rejected.

Novel Fireplaces is not responsible for reimbursement of any labor costs or project delays that may occur due to the receipt of defective goods. We always recommend that you wait to schedule installation until after your order has arrived and been inspected.