Our goal is to keep the ordering process as simple as possible. Shipping times vary from 1-3 business days and delivery time varies between 3-10 business days if your fireplace is in stock.

Please read through this instructional guide so you can understand how the process works and what you should expect to happen once you place your order with us.

Order Confirmation:

• You will receive an order confirmation email as soon as you place your order.  This means that we have authorized your credit card for the purchase and are preparing your order for shipment.  
• As soon as we receive your order, we automatically reach out to our warehouse to confirm that it is in stock and available for immediate shipment.  
• If your item is on backorder or unavailable, we will reach out to you via email.
• If your item(s) are available for immediate shipment, we will process the charges and submit the order for shipment.

Order Shipment:

• If your order is stock and your credit card is approved by our fraud guarantee department, the fireplace ordered will ship within 1-2 business days from the date of your order.  
• We will send you the tracking information within 24 hours to the email address you provided when checking out.  
• We ship daily via UPS Ground, Fed Ex Ground, and Freight to the lower 48 states. Most all orders will ship the same day as ordered if the order is submitted before 1pm PST (some exceptions apply, some part & freight orders may not ship until the following day).  
• Some parts orders and freight shipments are subject to ship the following business day if the order is placed close to the 1pm cut off time.
• Shipping costs are included with any unit going ground to the lower 48 states. AK & HI ship by AIR at additional cost.
• We do not offer Cash On Delivery.  
• A phone number is required by the freight company so a delivery appointment can be made.  
• Failure to provide this at the time of order may cause a delay in delivery as freight items will not be delivered without an appointment.   
• A delay in delivery may also cause additional storage fees to accrue that will need paid prior to delivery.

• Customs, Duties, and Taxes: Import duties, taxes, and charges are not included in the item price or shipping cost. The recipient of an international shipment may be subject to customs brokerage fees, import duties, and taxes after the shipment reaches the destination country. Additional charges are the responsibility of the recipient because we have no control over these government-imposed charges and cannot determine what they may be. Customs policies vary greatly among countries. Therefore, we cannot, and will not, offer advice about taxes in your country. We report the amount of the sale on the Customs form. Please do not ask us to claim less than the actual purchase amount. It is the customer's responsibility to know the legality of the fireplaces ordered in their country. Do not order items that are illegal to import into your country. Laws are different in every country and we cannot keep up with them all. It is your responsibility to check with your Customs office to see if your country permits the shipment of our fireplace to your country.
• As the buyer, it is your responsibility to find out that information before you order. Please contact your local customs office for information.
• To avoid a delay in receiving your order from customs, consider the following:
• Provide us with a phone number where you can be reached by customs when your fireplace arrives. This phone number will be listed on the commercial invoice so customs can reach you to clear your order.
• Please do not refuse a shipment or ignore requests from carriers regarding duty and/or tax liability charges. Be aware that most carriers will hold a shipment for 5 days after arrival in your country before they return it to the sender.
• We do not refund original shipping charges for goods that are refused for delivery at customs.
• We will deduct all additional fees resulting from refused international shipments from your refund.
• If we are charged for YOUR taxes and duties on the shipment or incur any penalty or lawsuit related to your order or shipment, we will post the charge to your credit card.
• If the package is seized by Customs for any reason and we do not receive the package back, we will NOT issue you a refund since, obviously, local laws and regulations determine the fate of the package. If we do receive the package back after being seized, you are still responsible for the shipping charges and any other fees plus penalties incurred.

• We ship via UPS and Fedex for most fireplaces, USPS for small parts and accessories, and freight for large fireplaces.
• If you don't receive tracking information from us within six business days of your order confirmation, feel free to follow up with us at support@fireplaceplanet.com

Damages:

• Please inspect the packaging of your items when they arrive.
• If there are any products damaged upon arrival, you can file a warranty claim to get replacement parts for anything that's damaged.  
• If your item(s) do arrive damaged, please send photos to support@fireplaceplanet.com and we will process an insurance claim on your behalf.

Cancellations & Refunds:

• All orders canceled are subject to an administration fee equal to 15% of the total order amount, whether or not your order has shipped. This is a fee that covers administrative and personnel fees.
• If your item is on backorder and you accept the backorder, we will hold your payment until the fireplace ships. If you decide to cancel before a backorder arrives and is processed for shipping, we will not charge a fee.
• If you order has shipped, you (the buyer) will be responsible for actual return shipping charges. Refunds will only be issued to the original credit card that you use when placing your order.

Backorders:

• From time to time, a fireplace may run out of stock at our warehouse and the website wasn't updated when you placed your order. In that case, we will send you an email right after you place your order notifying you of the backorder, what the expected time for arrival is, and what substitutes are available in case you are interested in getting your product sooner.
• The expected arrival time may change due to unforeseen circumstances like a shipment getting held up at the port upon arrival or the factory missing a certain part needed to complete the manufacturing process.
• If the arrival time changes on your order, you can let us know whether you would like to keep the order, substitute for a different fireplace, or cancel the order altogether.
• Once back orders arrive, we will notify you by email with your estimated ship date and you will receive an email with tracking information within 1-3 business days.

If you have any further questions about the ordering and shipping process, feel free to contact us by email at support@fireplaceplanet.com

We work very hard to ensure that we offer the absolute best prices online. We work with our suppliers to ensure that they set minimum advertised pricing guidelines for all of our competitors. This means that everyone else selling the same product online is supposed to be selling it at the same price. If you find another online store that offers a lower price then us within 30 days of your purchase date please let us know and we will contact the brand to ensure they are not breaking the minimum advertised price policy. If you qualify for a refund, you will be refunded the difference in price to your credit card.

We want you to feel confident that you are getting the absolute best price for the product you are ordering. If you find that our own website has a lower price for the same item you have ordered within 30 days of your purchase date will refund the difference as well.

To request your partial refund, simply email us a link to the product on our website and on our competitor's website, within 30 days from the date of your order and we will process the credit accordingly.

Our 100% Price Guarantee has some limitations:

• You must purchase the item from our website before requesting your Price Match Guarantee
• Promotions such as rebates and "buy one, get one free" offers are not eligible
• The item must be in stock on the competitor's website
• The competitor must be an online store, they may not have a retail location
• The website can not be a discounter or auction website (ie; eBay, overstock, Walmart, Amazon, etc..)
• The competitor must be an Authorized Retailer of the product in question
• The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax

If you want to check if we can price match a product before you place your order, please fill in the form below.

We Are Electric Fireplace and Ethanol Fireplace Experts.

We are fireplace specialists. We are passionate about the products we sell, whether it be electric fireplaces, ethanol fireplaces, ethanol fireplace burners, outdoor ethanol bbq's, outdoor fire pits, and fireplace accessories. We are also very passionate about our customers. Our goal is to be the most customer-centric brand in the fireplace market.

Our Happy Customers

Meet our customer Christina...

Christina and her husband are homeowners who recently wanted to upgrade from a classic fireplace to an electric fireplace but didn't know how. We helped them understand why electric fireplace inserts are a great option and were able to direct them to the best insert for their needs and give them a great deal.

Here is what they had to say about their order with us: 

Our customers include homeowners and renters, small and large business owners, interior designers, architects, and general contractors working with homeowners or business owners who are seeking to achieve the same ambiance and heating benefits of a traditional fireplace without all the by-products of smoke and flame like messy ash to clean up, carbon dioxide, carbon monoxide, and formaldehyde, or they simply can't add a traditional fireplace to their home.

What sets us apart from the rest?

Large generic retailers lack the specialized knowledge to answer specific questions on assembly warranty and product benefits and features. We know our electric fireplaces and ethanol fireplaces inside and out so we can give you the details and knowledgeable answers to any of the questions that you might have.

OUR COMMITMENT TO YOU

• World-class customer service.
• FREE shipping to the lower 48 USA on every order and no sales tax outside Wyoming.
• We guarantee that our prices are the lowest online.
• We have been in business since 2010 and have thousands of satisfied customers, see what they had to say here!  

Our Mission: "Keep The World Warm"

At eFireplaceDirect.com, our mission is to Keep The World Warm. Electric fireplaces and ethanol fireplaces have allowed homeowners to have the same ambiance and heating benefits of a traditional fireplace without all the negative side effects of wood flame and smoke. We believe electric fireplaces and ethanol fireplaces are revolutionizing the way people create a comfortable living atmosphere in their home. With the increasing popularity of the electric fireplaces and ethanol fireplaces, everybody's specific needs can be met.

We provide the following value-added benefits with every order:

• 100% Secure Shopping
• We Value Your Privacy
• Trusted Brand Names
• Authorized Online Dealer
• Hassle-Free Returns
• Free Shipping Every day
• Low Price Guarantee
• Satisfaction Guarantee
• Courteous Sales Experts

WORRIED ABOUT PRICE?

• We are an authorized dealer for our suppliers and we ship directly from their warehouse.
• With the lowest prices guaranteed we cut out the cost of maintaining a brick-and-mortar store and we pass the savings directly on to you.
• We offer fast free shipping zero taxes anywhere except for Wyoming, hassle-free returns, personalized customer service, and a PCI compliant 128-bit secure checkout.

We understand buying a fireplace is a significant investment so we want to make the buying process as easy as possible for you.

Go ahead and place your order today and if you have any questions give us a call or email us at support@efireplacedirect.com.

MEET THE FOUNDERS

The owners, Trevor and Juliana, started eFireplaceDirect.com to help those who want to have the same ambiance and heating benefits of a traditional fireplace without all the negative side effects of wood flame and smoke. 

CONTACT US

You can call our customer support team from 9am-5pm EST Monday-Friday at (800) 715-9152.

You can chat live with our customer support team 24 hours a day, 7 days a week, just look for the button in the lower-right corner that says "Chat with our support."

You can email our customer support team: support@efireplacedirect.com and we will reply within 1-2 hours during regular business hours.  

You can write to us: 30 N. Gould St, Suite 7686 Sheridan, WY 82801

We hope you enjoy shopping our electric fireplaces and ethanol fireplaces as much as we enjoy offering them to you. If you have any questions or comments, please don’t hesitate to contact us.

If you want to learn more about electric fireplaces and ethanol fireplaces, why you should get one, what they are, how they work, and when the best time to get one is, check out our electric fireplace buyers guide, our ethanol fireplace buyers guide, our ethanol burner buyers guide, or our outdoor fire pits buyers guide.

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Financing is available for any of the items available through Fireplace Planet through Paypal. Simply select Paypal during checkout and choose “Paypal credit.” You’ll be prompted to fill out an application form. To learn more, just click the banner.

If you have any questions about financing or would like to place an order over the phone, feel free to contact us toll-free at 1-800-976-4770 or email us at:

support@fireplaceplanet.com