Shipping Policy

Shipping Policy
●    Order Cancellation:
○    Orders can be canceled free of charge as long as they have not left our facility. Once an order has shipped, a 15% restocking fee applies, in addition to return freight costs. If there are any damages during the return process, we will deduct those from your refund. Refunds will only be issued once the item is returned to our facility.
●    Reporting Damaged Items:
○    You have 30 days to report any damaged items upon arrival. Customers should not accept a damaged package if possible. If you cannot refuse the damaged package, please contact us and provide photos of the damaged package and items.
●    Shipping Timeline:
○    If the item is in stock, it typically leaves the warehouse within 1 to 2 business days.
●    Carriers Used:
○    For stoves, shipments are always handled via LTL through Southeastern Freight Lines, R&L, or XPO. Replacement parts are shipped via USPS or UPS, depending on which option is the most economical for the customer.

Installation Responsibility
●    The customer is responsible for arranging the installation of their stove. We recommend contacting a local professional for installation services to ensure proper setup and compliance with safety regulations.
Additional Customer Information
●    Customer Responsibility: It is the customer’s responsibility to check the condition of the items upon delivery and report any issues promptly.
●    Refund Processing Time: Once we receive the returned item, please allow several business days for the refund to be processed.
●    Return Procedure: Please ensure that items are securely packaged when returned to prevent damage during transit. Use a traceable shipping method to return items.

Covered Products by European Home:
●    Built-in Flamerite Fires Electric Fireplaces
●    Built-in Sustainable Hearth Electric Fireplaces
●    Built-in Solution Electric Fires Electric Fireplaces
●    Suites Flamerite Fires Electric Fireplaces
●    Slim Line Flamerite Fires Electric Fireplaces
Delivery Inspection:
●    It is crucial for someone to be present to inspect the delivery upon arrival.
●    Document any visible damages immediately and inform the deliver.
●    If no one inspects the delivery, resolving any issues that arise later may be difficult.
 Damage Reporting:
●    Customers have 2 days to report any damages, and photos of the damage must be taken and submitted upon receiving the products.
Acceptance of Damaged Packages:
●    Customers should not accept a shipment that is visibly damaged. If damage is apparent, the delivery should be refused, and Fireplace Glory should be notified immediately at support@fireplaceglory.com.
Order Cancellation:
●    Orders can be canceled free of charge if they have not yet been shipped. If an order has already left the warehouse, any associated fees will be transferred to us.
Shipping Timeline:
●    Most orders will ship within 3 to 5 business days after receiving and processing the order, depending on inventory levels and order confirmation.
Carriers Used:
●    European Home typically works with reputable carriers. The specific carriers may vary based on the shipping requirements and destination.
Delivery Method:
●    Larger items may require special handling due to their size and weight. Specify the ship-to address correctly on the purchase order.
Technical Support:
In Case of Damages/Defects:
●    If you experience any issues with your fireplace, please contact our customer service team at support@firepaceglory.com
Contact for Support:
●    For additional technical assistance contact our customer support at support@fireplaceglory.com

Additional Considerations:
Specific Delivery Requirements:
●    If special delivery arrangements are needed (such as carrying the fireplace up multiple flights of stairs without an elevator), please notify us in advance. Note that these arrangements will be the responsibility of the customer.
Focus Orders: 
●    Focus orders are larger and have longer lead times. It will be shipped within 10 days of arrival in the warehouse. If the fireplace is not taken within that timeframe, a storage fee will apply. For more details always contact out team support at support@fireplaceglory.com.

Pickup at European Home:
●    Customers of dealers are not permitted to pick up without prior approval.
Installation Responsibilities: 
●    We are responsible for technical support and installation where applicable. If a customer requires installation, it must be noted in advance. 
If you have any questions or need further assistance, feel free to reach out to us at support@fireplaceglory.com or call us at 760 284-4039. We're here to help!

30-Day Money Back Guarantee - No Restocking FeesAt Litedeer Homes, we are dedicated to ensuring your complete satisfaction. If you're not pleased with your purchase, you can return it within 30 days for a full refund, free of restocking charges. Please ensure the item is in its original, saleable condition and includes all packaging. Note that items which have been used or modified are ineligible for return.
Procedure for Returns:●    Initiate your return by emailing support@litedeerhomes.com.
●    Upon receipt of your request, you’ll receive a prepaid shipping label along with comprehensive return instructions.
Not Covered by Free Returns:●    Products under a manufacturer's warranty for parts
●    Items that have been used or adjusted
●    Items without original packaging, including any shipping pallets
●    Custom orders
Refund Process:●    Refunds will be processed back to your original payment method.
●    Any associated shipping fees or additional charges (e.g., missed delivery or storage fees) will be deducted from your refund.
Additional Information:1.    To report issues, please send detailed photos of the package or product within 48 hours of receipt.
2.    Expect delivery within 5-10 days via Express Shipping or LTL Freight.
3.    In-stock items are shipped within 48 hours. Customized items will have specific lead times noted on the invoice.
4.    Products under 55 inches ship via UPS or DHL; larger items are sent via LTL freight carriers like ABF or Estes.
5.    We offer door-to-door service or pickup from nearby UPS/DHL stores. Items can be returned within 15 days in original packaging and saleable condition. Shipping costs and a restocking fee may apply.