Frequently Asked Questions
WHEN WILL MY FIREPLACE ARRIVE?
Many items ship Same Day (if ordered by 11am EST, Monday-Friday), but depend on the manufacturer and if the item is in stock. Transit times will vary, but delivery should be expected within 2-7 business days.
All other items should ship within 2-5 business days of your order date. Transit times vary depending on location, but you should expect delivery within 2-10 business days of your order. Please see our Shipping Policy for more details.
If for any reason shipment will be delayed, we will email you with the details.
HOW WILL MY FIREPLACE ARRIVE TO MY HOME?
Smaller, lighter packages generally ship in one carton via FedEx or UPS ground. Larger and heavier items will be shipped freight.
DO I HAVE TO BE HOME WHEN MY ORDER IS DELIVERED?
For smaller items that deliver via FedEx of UPS, you generally do not have to be home. The carrier will leave the package at your door or at a designated package delivery area.
Larger items that are delivered via freight carrier require your signature, so you must be home to sign for your package. The freight company will call you at least 24 hours in advance to make a delivery appointment.
WHAT IS YOUR RETURN POLICY?
If you are not satisfied with your purchase for any reason, Cozee Fireplaces will refund 100% of your purchase amount with no re-stocking fees, you only have to pay for the return shipping*. Just call or email us for return instructions within 30 days of receiving your shipment. The returned item must be in sellable condition and in the original packaging. You will be responsible for the cost of return freight or shipping.
*Our return policy does not apply to Amantii, Anywhere Fireplace, Classic Flames, and Dimplex products. These manufacturers do not accept customer remorse returns for any reason. If you are interested in purchasing one of these brands, please make sure you take all the correct measurements you need before placing the order.
HOW WILL I KNOW WHEN MY ORDER HAS SHIPPED?
When your order is shipped, a notification will be sent to the email address we have on file (the email you used during the checkout process). The shipping email will include a tracking number that will allow you determine the delivery date and status.
WHAT IF MY ORDER IS DAMAGED DURING SHIPMENT?
In the unlikely event your purchase is damaged:
Please note all the damages on the bill of lading, refuse the shipment and contact us immediately via email at email@example.com.
YOU MUST CONTACT US WITHIN 3 DAYS from the date of delivery to report damaged or defective merchandise. After the three-day period, the product cannot be reported as damaged and/or returned for exchange or refund.
DO YOUR FIREPLACES HAVE ANY TYPE OF GUARANTEE?
Yes, we only work with the manufacturers that offer a 12-months and more manufacturer's warranty for all fireplaces and burners, excluding accessories and ex-display items. We are confident that the products we supply are of a very high quality and that you will be very pleased with them. We also believe in providing the highest standard of customer service and products free from manufacturer's faults in performance or appearance.
If a product develops a fault within the warranty period, please contact the manufacturer. Some of the manufacturers offer online warranty registration and you can find this information on our website here. Please note that misusing your fireplace (i.e. overfilling ethanol fireplace with fuel or using a wrong fuel with a higher percentage of alcohol) will void your guarantee and you will not be eligible for a replacement. Make sure to read the product manual before you start using your fireplace.
DO YOU HAVE A SHOWROOM?
No, we do not have a showroom. Our store is 100% online - this allows us to eliminate unnecessary expenses and pass these savings on to you by offering much lower prices compared to other retailers.
WHERE ARE YOU LOCATED? CAN I PICK UP MY ORDER MYSELF?
Our fireplaces are shipped from several different warehouses. Please email us at firstname.lastname@example.org for information on a particular product. Please include the full name of the product and the state you are located in.
DO YOU CHARGE SALES TAX?
We do not collect sales tax from our customers, except for the customers located in Illinois.
WHERE CAN I FIND THE MANUALS ON THE WEBSITE?
Installation Manuals can be found on the details page of each fireplace in the Resources tab on each product page or under the Resources menu in the main navigation bar of the website.
WHERE CAN I FIND THE TECH SPECS ON THE WEBSITE?
Technical specifications of each product can be found on the product page as well as in the Resources tab of each product page.
HOW MANY BTUS WILL I NEED?
The amount of BTUs required for your home is dependent on several factors such as the climate in your area, and several features of your home including the size, the floor plan (single, two or three-story home), the layout of all rooms, the quality and type of insulation, the quantity of windows and how well sealed they are, and the location of the fireplace / stove. On average is 10,000 BTU and can heat up approximately 500 square feet depending on the home's floor plan, windows, ceiling height, and other factors.
DO I NEED TO REGISTER MY FIREPLACE FOR WARRANTY PURPOSES?
Some manufacturers require customers to register their products. For more information, please see our Warranty Registration page. There you will find all relevant manufacturer links to registration information pages.
DO YOU OFFER ANY DISCOUNTS?
All our current deals and discounts can be found on our website in the On Sale Now collection or on our Special Offers page. Occasionally we offer storewide discounts or discounts on select products. When we offer those discounts, you will see a pop-up box or a tab in the top left corner of your screen (desktop and tablet) or on the bottom of your mobile screen. This will also be listed on our Special Offers page.
If you would like to stay up to date on all of our current and future promotions and specials, please sign up for our newsletter - at the bottom of the homepage. We only email you relevant information and will not spam you - we don't like spam so we don't spam our customers! You can also unsubscribe at any time.
DO YOU OFFER DISCOUNTS FOR TRADE PROFESSIONALS?
Yes. Details of the program and how to apply can be found on our Trade Program page.