Special Orders, Backorders, Cancellations, Shipping Delays & Damaged Deliveries Policy

At Chimney & Fireplace Guys, we are committed to providing quality fireplace products and a positive customer experience from the moment you place your order through delivery and, when applicable, installation. Because we offer a combination of in-stock and special-order products, some orders may be subject to manufacturer lead times, production schedules, inventory availability, and freight shipping requirements.

Please review this policy before placing an order. We strive to communicate clearly, set reasonable expectations, and work with our customers to resolve issues that may arise throughout the ordering and delivery process.

1. Backorders & Product Availability

We offer a variety of fireplace products and accessories, including fireplaces, stoves, inserts, outdoor fireplaces, venting, fireplace doors, mantels, and hearth accessories. Although we make reasonable efforts to maintain accurate inventory information, product availability may change due to demand, manufacturer inventory, and supply chain conditions.

Product Availability: In-stock products are subject to availability when an order is processed. An item's availability may change before an order is finalized.

Backordered Products: If a product becomes unavailable or is placed on backorder by the manufacturer, fulfillment may be delayed until additional inventory becomes available.

Estimated Lead Times: We provide estimated availability and fulfillment timelines based on the information reasonably available to us. These estimates may change due to manufacturer production schedules, inventory levels, or transportation conditions.

Customer Communication: We will make reasonable efforts to notify customers of significant changes to expected availability or fulfillment timelines when that information becomes available to us.

Alternative Products: If a product is significantly delayed, discontinued, or unavailable, we may discuss suitable alternatives or other available options with the customer.

If a backorder affects an applicable shipment deadline, we will provide any notices, obtain any required consent, and offer cancellation and refund options as required by applicable law.

2. Special Orders & Custom Products

Certain products are ordered specifically for a customer or project and may include special configurations, finishes, dimensions, or other selections. These products may include fireplaces, fireplace inserts, stoves, custom fireplace doors, mantels, and related components.

Order Review: Customers are encouraged to carefully review product selections, dimensions, finishes, colors, specifications, and other order details before confirming their purchase. Our team is available to assist with product information and selection questions before an order is finalized.

Manufacturer Submission: Once a special order has been submitted to the manufacturer, changes and cancellations may be limited or unavailable, depending on the manufacturer's policies and the status of the order.

Returns & Nonreturnable Products: Special-order and custom products are generally nonreturnable once submitted to the manufacturer, to the extent permitted by applicable law and subject to any rights or exceptions that cannot legally be waived. This restriction does not eliminate any applicable rights or remedies concerning defective, nonconforming, or undelivered products.

Lead Times: Special-order products may require additional production and shipping time. Estimated timelines are based on information available at the time of purchase and may change due to manufacturer availability, production schedules, or freight transportation.

Discontinued or Unavailable Products: If a manufacturer cannot fulfill an order, we will work with the customer to discuss available options, which may include an alternative product or cancellation and refund where applicable.

Any applicable nonreturnable conditions, cancellation restrictions, or fees will be disclosed before the order is finalized, as required by law. We encourage customers to confirm all product selections before authorizing a special order.

3. Order Cancellations

We understand that circumstances can change. Cancellation requests are reviewed individually based on the order status, the type of product purchased, and whether the order has been processed, submitted to the manufacturer, entered production, or shipped.

Before Processing: Orders that have not yet been processed may be eligible for cancellation. Customers should contact us as soon as possible to request a cancellation or change.

After Manufacturer Submission: Once an order has been submitted to a manufacturer, cancellation may be restricted or subject to applicable manufacturer charges. Special-order and custom products may no longer be cancellable once production or other fulfillment activities have begun.

Orders Already Shipped: Orders that have shipped may not be eligible for cancellation. Any return or refund request will be evaluated under the applicable return terms and subject to applicable law.

Cancellation Fees: If cancellation fees or manufacturer charges apply, we will explain the applicable charges and their basis before processing the cancellation, to the extent practicable and as required by law. Fees will be limited to charges that were properly disclosed and are legally permitted.

Refunds: Approved cancellations will be refunded in accordance with applicable law and our disclosed refund procedures. Refunds will be made to the original payment method where practicable and legally permissible. Applicable refund deadlines will be observed.

Confirmation: Submitting a cancellation request does not automatically mean an order has been cancelled. Customers should wait for confirmation from our team.

To request a cancellation, please contact us with your order number and the details of your request. We will review the order status and explain the available options.

Nothing in this policy limits any cancellation rights or other remedies available under applicable law, including rights that may apply to certain transactions or sales arrangements.

4. Shipping Delays & Estimated Delivery Times

We work with manufacturers, distributors, and freight carriers to coordinate delivery as efficiently as possible. However, delays can occur due to manufacturing issues, backorders, supply chain disruptions, severe weather, transportation interruptions, and other unforeseen circumstances.

Estimated Timelines: We provide estimated shipping and delivery dates based on information reasonably available to us. These dates are not guaranteed unless a specific date has been expressly guaranteed in writing. We will not represent that a product will ship within a particular timeframe unless we have a reasonable basis for that representation.

Unexpected Delays: If we are unable to ship an order within the applicable timeframe, we will provide notice as required by applicable law. Depending on the circumstances, this may include notifying the customer of a revised shipping date and offering the option to approve the delay or cancel the order for a refund.

Extended or Indefinite Delays: If we cannot provide a definite revised shipping date, or if a delay extends beyond a period for which customer consent may legally be presumed, we will obtain the required customer consent or cancel the order and issue the required refund, as applicable. We will communicate any required response deadlines and available cancellation rights.

Installation Scheduling: If installation is included with a purchase, scheduling may depend on product availability and delivery. We recommend coordinating installation arrangements with our team before making commitments with other contractors.

Freight Delivery Coordination: Customers may need to coordinate delivery appointments, provide accurate delivery information, and ensure that the delivery location is accessible to the freight carrier.

We will make reasonable efforts to keep customers informed and work toward a practical resolution when delays affect their projects. Nothing in this policy limits any rights customers have under applicable law.

5. Damaged, Missing, or Incorrect Products Upon Arrival

We take care in coordinating shipments of our products. Because many fireplace products are transported by freight carriers, shipments may occasionally arrive with visible damage, concealed damage, missing components, or items that differ from the order.

If a problem occurs with your delivery, please follow the steps below so we can assist you as efficiently as possible.

At the Time of Delivery

Inspect the Shipment: Whenever possible, inspect the packaging and products for visible damage before signing the delivery receipt. Pay particular attention to glass, metal components, stone, finishes, and packaging corners or edges.

Document Visible Damage: Take photographs of any visible damage to the packaging or product. If damage is apparent, ask the freight carrier to document it on the delivery receipt or freight paperwork before signing, when possible.

Retain Packaging: Keep the original packaging, shipping materials, and affected components until we provide further instructions. These materials may be needed for inspection or a freight claim.

Contact Us Promptly: Notify us as soon as reasonably possible after discovering visible or concealed damage, missing components, or an incorrect item. Please provide your order number, photographs, and a description of the issue.

Wait for Guidance: Do not install, modify, or operate a product that appears damaged until the issue has been assessed and it is safe to proceed.

Resolving Delivery Issues

After receiving your report, we will review the issue and work with the appropriate manufacturer or freight carrier to determine the next steps. Depending on the circumstances, available resolutions may include replacement parts, repair, replacement of the affected product, or another appropriate remedy.

Prompt reporting helps us document and resolve shipping issues. Manufacturers and freight carriers may impose documentation requirements or claim deadlines, so we encourage customers to notify us as soon as reasonably possible.

Any reporting timeframe communicated by us or a carrier does not automatically eliminate rights or remedies available under applicable law. A customer's rights will be determined in accordance with applicable law and the circumstances of the transaction.

We will communicate with you as the issue is reviewed and help coordinate an appropriate resolution.

6. Contact Us

If you have questions about product availability, special orders, cancellations, shipping delays, or a shipment that arrives damaged, please contact our team.

Chimney & Fireplace Guys
Phone: 517-301-1097

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

Thank you for choosing Chimney & Fireplace Guys. We appreciate your business and look forward to helping you find the right fireplace products and accessories for your home.