Standard Shipping - FAQ

You will receive a confirmation email once the order is placed. Then you will be contacted by phone to confirm the order within 2 business days. Orders usually ship within one week if all items in the order are available. If items are back-ordered, a follow-up email will be sent to you with an estimated time of delivery and updates to follow.

Contact Customer Support at 604-284-2550 if you have not received an order confirmation within 48hrs of placing an order. Do not place the order again.

The Fireplace Warehouse delivers within British Columbia only; standard shipping rates apply unless specified. Orders/deliveries to select remote locations will need to be placed through Customer Support where shipping rates will be provided prior to order confirmation/completion. Deliveries can only be made to locations with a street address or rural route number with postal code. Deliveries to rural/ remote areas might require additional shipping charges.

We cannot deliver to PO boxes.

Delivery is Monday to Friday, between 8 a.m. and 5 p.m., local time.

Purolator Ground is the default shipping method for most items under 100lbs and includes delivery by a small parcel carrier.

Drivers can leave the items without a signature but we will require pre-authorization.

Shipments that are over 100lbs will be delivered to the curb, or more typically the front door of the house or the ground floor lobby of an apartment or condominium building.

Some geographic service restrictions apply.

Yes, if the package is small. This will need to be arranged before the shipment is delivered. Speak with Customer Support and state that the driver is allowed to drop off the package without someone being home.

No, if the package is larger. Someone must be present to accept the delivery of the package is large or being delivered on a skid (for example, a fireplace).

Yes, please contact our Customer Support to inform them that you have refused delivery. Communicate to the driver of the damaged items and note it on the waybill. Also, take photos of the damaged items. Send these documents to onlineorders@thefireplacewarehouse.ca.

If there is no record of damaged product upon arrival, we will not be able to issue a refund.

Contact our Customer Support to inform them within 24hrs. Communicate to the driver of the damaged items and note it on the waybill. Also, take photos of the damaged items. Send these documents to onlineorders@thefireplacewarehouse.ca within 24hrs.

If there is no record of damaged product upon arrival, we will not be able to issue a refund.

If you would like to change or cancel your order, please contact Customer Support as soon as possible. We will do everything we can to accommodate your request if your order has not already been processed. Our order-fulfilment and shipping systems are designed to deliver orders quickly and efficiently; therefore, it is not possible to change or cancel an order once it has been processed.

Products - FAQ

Each product has a unique warranty provided by the manufacture. You can find this in the product’s manual.

Yes. The Fireplace Warehouse is available for gas fireplace installation in most areas of the Greater Vancouver area. Please contact Customer Support for an installation quote.

Yes. If there is an item not listed on the website please reach out to Customer Support and they will be able to assist you.

We cannot deliver to PO boxes.

The prices displayed on this Site are quoted in CDN dollars and are valid and effective only within Canada, and such prices do not include shipping and handling (unless otherwise indicated) or sales taxes, if applicable, which will be added to your total invoice price. You are responsible for the payment of any shipping and handling charges and taxes that may apply to your order.
While our goal is an error-free site, we do not guarantee that any content is 100% accurate or complete, including price information and product specifications. If we discover price errors, they will be corrected on our systems, and the corrected price will apply to your order. The Fireplace Warehouse reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted and accepted).
We reserve the right to limit quantities to the amount reasonable for homeowners and our regular contractor customers.

Payment Methods - FAQ

The Fireplace Warehouse accepts Visa or Mastercard.  

Unfortunately, we don’t accept Discover cards or American Express.

Please note that your billing address must match the address on your credit card statement.

The Fireplace Warehouse accepts Visa or Mastercard.
Please note that your billing address must match the address on your credit card statement.

Payment will be processed once the package has left The Fireplace Warehouse facility. An invoice and a copy of the receipt will be emailed to customer.

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Our Mission

Our staff’s number one objective is to listen to your need and get you into the right fireplace at the most reasonable price.

Store Hours

Tuesday to Friday 10 a.m. to 5 p.m.
Saturday 10 a.m. to 4 p.m.
Sunday and Monday Closed

Location:

#115 – 12320 Vulcan Way,  Richmond, BC
V6V 1J8 

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