Shipping and Returns

Shipping Locations:

American Electric Fireplaces is proud to offer free shipping anywhere in the contiguous 48 states. If you are looking to have a product shipped to Hawaii or Alaska, please contact us first so we can determine if we can ship there and then provide a shipping quote for you.

Order Confirmation:

As soon as you place your order, you will receive an order confirmation via e-mail.  This means that we have received your order in our system and pre-authorized your payment for the purchase. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Order Shipment:

If your order is in stock and we process the charges, it will likely ship within 5-10 business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at orders@americanelectricfireplaces.com

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) arrived damaged, please send photos to returns@americanelectricfireplaces.com and we will process an insurance claim on your behalf.

Cancellations & Refunds:

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@americanelectricfireplaces.com. 

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at sales@americanelectricfireplaces.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable item
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@americanelectricfireplaces.com.