Shipping & Return Policy

ORDER CONFIRMATION

Upon successful placement of your order, you will immediately receive an order confirmation email. This serves as an acknowledgement that we have received your order and pre-authorized your credit card for the transaction. We will commence the fulfillment process immediately and most orders are shipped within the same business day or up to 3 business days. Estimated standard transit times range between 1-3 business days.

ORDER SHIPMENT

Tracking information will be sent to the email address you provided during checkout within 24 hours after your order departs from our warehouse. If you have not received your tracking information within six business days from the date of your order, please contact us for an update at support@myfireplaceworld.com.

INTERNATIONAL SHIPPING

We currently do not offer shipping services outside the United States.

SHIPPING OPTIONS

Our standard "Curbside Pickup" is complimentary, with an estimated arrival time of 5-8 business days post-order processing. Additional shipping options are available for certain products:

Threshold Shipping: This service includes delivery of the sauna or sauna kit to your porch or a sheltered area such as a garage.
White Glove Delivery: This premium service includes delivery of your sauna or sauna kit to your room of choice, minor assembly, and removal of all packaging materials. Note: Saunas are not eligible for assembly under this option.

Order Cancellations

Standard Orders

To cancel a standard order at no cost, please reach out to us before your order ships. Contact our customer service agents during business hours at 1-844-670-4946, use the chat feature located at the bottom right corner of our website, or email us at support@myfireplaceworld.com at any time. We will process your full refund as soon as we confirm the order hasn't left the warehouse.

Custom Orders

Cancellations of custom or made-to-order saunas are not allowed, as these fireplaces are uniquely crafted or initiated based on your order. Please note, all sales of custom and made-to-order saunas are final.

For these customized fireplaces, our warranty assures you will receive a product that is fully functional and operational. If you have any doubt about whether your sauna is a custom or made-to-order product, don't hesitate to message or call us for clarification.

Refunds and Exchanges

Standard Exchanges

Should you wish to exchange a fireplace or other product, you'll be responsible for covering all related shipping costs.

Return Eligibility

Only defective products due to manufacturer error or freight carrier shipping damage are eligible for 100% return/exchange. Otherwise, due to rising LTL/freight shipping costs and the size and weight of our saunas, outright returns will incur a 25% cancellation fee in addition to return shipping costs. If you are opting for a product replacement, we may be able to assist with some of the associated costs depending on the specific product size and weight.

Damaged Products

If your fireplace or other product arrives damaged due to issues with the delivery service, you are entitled to either a full refund or an exchange for an undamaged item at no additional cost to you. To ensure proper handling, please inspect all items upon delivery and report any damages immediately before taking possession of the shipment.

For more details on these specialized shipping services prior to placing your order, please contact us at support@myfireplaceworld.com.

My Fireplace World