Free shipping and delivery on orders with fireplaces to most destinations via truck or courier service.

If you live in a remote area or are ordering a very large or heavy product, please see below for our Far and Wide Shipping program below.

PLEASE NOTE: Free shipping and delivery is to the exterior of your home or condo lobby only. Most delivery services will not bring the package into your home.

Far and Wide Shipping and Delivery

United States

At this time we do not ship to Alaska, Hawaii, Puerto Rico, The San Juan Islands (WA) or the US Virgin Islands in the United States.

Canada

We reserve the right to withdraw our offer of free shipping and delivery on any order for which the cost of shipping will exceed 15% of the selling price of the product. If you live in an area not normally serviced by courier companies like Purolator, FedEx or UPS, you may not qualify for free shipping.

If your preferred product is particularly costly to ship due to its size, it may not qualify for free shipping to your location. We will notify you within two business days if we find that we are unable to provide free shipping of your preferred product to your preferred location. That that time, we will provide you with a quote for shipping to your location, or the closest shipping depot, less a shipping discount equal to 20% of the value of your product. You will then have the option to cancel the order with a full refund or proceed with the order with additional shipping charges. If you have any questions about this policy, please open an online chat with us or call us at 319-777-6045.

elelctricflames.com does not charge for shipping on items when shipped to most areas in Canada – with some exceptions (see below).

Free Shipping*

*Free Shipping is limited to the 10 Provinces in Canada and excludes all 3 territories. Within the Provinces, free shipping will only apply to cities serviced by major metropolitan areas. By placing an order with outdoorflames.ca, you are agreeing to the terms of this free shipping promotion. At its discretion, outdoorflames.ca may cancel or modify the free shipping promo at any time without notice.

Exceptions:

• In British Columbia, free shipping will not apply to orders over 100 km north and west of Prince George.
• In Alberta, free shipping will not apply to orders over 100 km north of Edmonton.
• In Saskatchewan, free shipping will not apply to orders over 100km north of Saskatoon.
• In Manitoba, free shipping will not apply to orders over 100km north of Winnipeg.
• In Ontario, free shipping will not apply to orders north of Hwy 11 or 17.
• In Quebec, free shipping will not apply to orders north of Saguenay.
• In the Atlantic Provinces, free shipping will not apply to Labrador.

We use a courier for smaller shipments and larger item shipments go freight carrier. We reserve the right to choose which freight carrier moves your shipment.

All shipments, unless specifically denoted, are curb side shipments. All shipments, are shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, outdoorflames.ca cannot be held responsible for damages that my occur during delivery.

When your order ships, you will be notified via email. Orders are shipped between 3-10 business days. A tracking number for your shipment will sent to you via email. We encourage you to track your package online or by phone with the carrier.

For questions regarding your shipment, please email returns@electricflames.com. 

For questions regarding order tracking or call 1-877-850-9458 – ext 2

All shipments should be inspected as soon as possible upon delivery in accordance with our policy. It is recommended that you inspect for visible defect and damage. If you require additional time to inspect your shipment, we recommend signing the carrier waybill – Damaged & subject to inspection.

NOTE: The most important thing to remember about truck freight is that when you sign for the delivery you are legally accepting the product as delivered in good condition. Therefore, it is extremely important that you inspect the product prior to signing the delivery receipt. If there is any damage, please write “CARTON DAMAGED” clearly on the delivery receipt that the driver is asking you to sign, then sign. This ensures that your damage issue will be easily resolved.

Freight Carrier Damage: Please notify us within 24 hours at returns@electricflames.com.  or call 1-866-680-8202

We are committed to making sure you are satisfied with our products. Your order is inspected prior to shipment to ensure all items are in excellent condition before they leave our facilities. Although our products are packaged securely to prevent any damage, it is possible that in rare cases, damages may occur during the shipment.

Before signing for the shipment inspect the carton and contents. Should you notice any damage, please note it on the bill of lading and contact us immediately, within 24 hours.

NOTE: We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the freight delivery receipt. If you are unable to inspect the contents at the time of delivery prior to signing, note on the delivery receipt “CARTON DAMAGED” if there are any blemishes, scuffs, crinkles, tears, rips, wetness, etc. The contents can be damaged by mishandlings such as drops that may only blemish the carton slightly.