FAQ

Q: Can I order products online?

A: All products can be purchased online. 

Q: Are products sold on My fireplace products inc. backed by a warranty?

A: My Fireplace Products inc. offers a six (6) months limited warranty on all accessories and ninety (90) days on all parts replaced under this warranty, with the exception of consumables (fire-gel, screws, silicone, etc.). This warranty applies only to the original purchaser and is not transferable. It covers only new products that have not been modified, altered or repaired since shipment from the factory. A proof of purchase (dated invoice) must be provided with a warranty claim. Digital pictures may be requested.

This warranty applies only for normal residential use. Damages caused by improper use, misuse, improper installation, lack of maintenance, overheating, neglect, a power shortage, lack of chimney draft or a return of smoke are not covered by this warranty.

This warranty does not cover scratches, corrosion, deformation or discoloration caused by overheating, abrasives or chemical cleaners. Any defect or damage arising from the use of unauthorized parts or other than original parts void the warranty. When applicable, a qualified technician must perform the installation in accordance with the instructions provided with the product and with local and national building codes. Any claim related to improper installation is not covered by this warranty.

The manufacturer may require that defective products be returned or that digital pictures be submitted in support of the claim. Returned products must be shipped prepaid to the manufacturer for investigation. If the product is defective, the manufacturer will repair or replace the defective product. Reasonable shipping charges for returning the product will be reimbursed by My Fireplace Products inc.

The manufacturer may, at its discretion, either repair or replace any part after inspection and investigation of the defect. The manufacturer may, at its discretion, fully discharge all obligations with respect to this warranty by refunding the wholesale price of any defective part. The manufacturer shall in no event be liable for any special, indirect or consequential damages of any nature whatsoever which exceeds the original purchase price of the product. This warranty applies to products purchased after November 1, 2010.

If a part is defective, immediately contact our online service info@myfireplaceproducts.com. Before contacting us, please have the following information to process your warranty claim:

• Your name, address and telephone number
• The invoice or order number
• The nature of the defect and any relevant information
• Digital photos may be required to support a defect

Before shipping a defective part at our office, you must obtain an authorization number from My Fireplace Products inc.  Any merchandise returned without authorization will automatically be refused and returned to sender.

Q: What is the return policy?

A: Your request to return a product for refund must be submitted by email to info@myfireplaceproducts.com within 30 days of purchase. Proof of purchase (order number) is required. Products must be returned in their original packaging with all parts, including the owner’s manual when it applies. When identified with missing packaging, parts or manuals, My Fireplace Products reserves the right to deduct an amount equivalent to the missing and or damaged parts and packaging. Our customer service will issue the credit within 14 days of receipt of the returned products. The shipping and handling charges are not refundable. Returned parcels that are not clearly identified with a copy of the return document on the outside of the package will be refused and returned at the sender’s expense. Make sure to use a carrier that is able to provide a tracking number and proof of delivery for traceability purposes.

Extra fees associated with the RED CARPET delivery service are not refundable in the case of product returns or claims made under that standard manufacturer's product warranty.

We strive to streamline the returns process. Please be aware that whether you are doing a general or defective return, anytime you are sending something back across the border, certain documents are required by customs to clear the shipment. We will provide you with these documents along with detailed instructions of where to place them when you return the items to ensure that you are not charged any taxes or duties to return them and to ensure that they clear customs with no delay. Please follow all of the instructions included with your return authorization. Processing US returns can take 1-2 business days longer in order for us to generate the appropriate customs documents.

Q: What are the delivery times?

A: If your order is received before noon Eastern time, you can expect items with an available quantity greater than zero to ship within 2 business days everywhere in Canada and USA, except remote and isolated regions.

Q:  What is the payment methods accepted?