Welcome to Black Fireplace's FAQ Page! Below you'll find answers to the most commonly asked questions about our products, services, and policies. If you have additional questions, feel free to contact us.
Q: What brands of fireplaces and stoves do you carry?
A: We proudly offer products from trusted brands such as Napoleon, Dimplex, Ecosmart, Modern Flames, Osburn, and Buck Stove.
Q: What types of fireplaces do you sell?
A: We provide a variety of fireplaces, including electric, gas, natural gas, propane, wood-burning, and ethanol fireplaces. We also offer fireplace inserts and stoves.
Q: Do you offer free shipping?
A: Yes, we offer free shipping on all orders within the mainland United States. Additional shipping charges may apply for areas with restricted access or special delivery needs.
Q: How do I choose the right size for a fireplace insert?
A: Fireplace inserts are available in various sizes ranging from 20-100 inches. To determine the right size, measure the dimensions of your existing fireplace or the space where you plan to install the insert.
Q: What is the difference between vented and ventless fireplaces?
A: Vented fireplaces require a chimney or flue to release combustion byproducts, whereas ventless fireplaces do not and can be installed without external venting. Ventless models are more energy-efficient but may not be allowed in some areas due to building codes.
Q: Do your products include warranties?
A: Yes, most of our products come with manufacturer warranties. Specific warranty details can be found on each product’s page or by contacting us.
Q: Can I see your fireplaces in person?
A: Currently, we operate as an online store only. Detailed product descriptions, images, and specifications are available on our website to help you make an informed purchase.
Q: How long will it take to receive my order?
A: Orders are usually processed within 1-3 business days and shipped within 5 business days. Delivery times vary based on location and shipping method, typically ranging from 5-10 business days.
Q: How can I track my order?
A: Once your order has shipped, you will receive tracking information via email within 24 hours. If you do not receive tracking details, please contact us at +1 (510) 906-8596.
Q: What should I do if I receive a damaged product?
A: Please inspect your order upon delivery. If you notice any damage, contact us immediately at hello@blackfireplace.com with photos of the damaged item. We will assist you with a replacement or refund as per our Return Policy.
Q: Can I return a product if I’m not satisfied?
A: Yes, returns are accepted under specific conditions outlined in our Return Policy. Please ensure the item is unused, in its original packaging, and within the return window.
Q: Are there any restocking fees for returns?
A: Some returns may be subject to a restocking fee. Please refer to our Return Policy for more details.
Q: How long does it take to process a refund?
A: Refunds are typically processed within 7-10 business days after we receive the returned item and verify its condition.
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, Discover, Shop Pay, Apple Pay, Google Pay, Amazon Pay, and Meta Pay.
Q: Is my payment information secure?
A: Absolutely. All payment data is encrypted and processed securely through trusted platforms. We do not store your credit card details.
Q: Can I make changes to my order after placing it?
A: Changes can be made if the order has not yet been processed for shipping. Please contact us as soon as possible at +1 (510) 906-8596.
Q: Do you provide installation services?
A: We do not offer installation services, but we can recommend professionals in your area. Contact us for assistance.
Q: Can I get help choosing the right product?
A: Yes, our customer service team is happy to assist you in finding the perfect fireplace or stove for your needs. Reach out to us via phone or email.
Still Have Questions?
If you didn’t find the information you were looking for, feel free to reach out to us:
Phone: +1 (510) 906-8596
Email: hello@blackfireplace.com
Contact Form: Visit Here
Store Hours: Monday – Friday, 9:00 AM – 8:00 PM EST
We’re here to help!
