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Help Center

Frequently Asked Questions

Shipping

When will my order ship?

How long will it take for my order to arrive?

Why have I not received a shipping confirmation yet?

My tracking number does not work.

My item(s) arrived damaged, what should I do?

There were items missing from my order.

Can I call to find out the status of my order?

I was sent the wrong item.

I need a part tomorrow, is that possible?

My package did not arrive on time.

Returns

I accidentally ordered the wrong part, how do I return it?

What is your return policy?

It has been longer than 30 days, may I still return my item(s)?

Authorized Dealer

Am I eligible to become an Authorized Dealer?

How do I sign up to be an Authorized Dealer?

When will my application be approved?

How will my discount be applied?

How will I know if I am receiving my discount?

I have placed an order but I did not receive my discount.

Account

How do I reset my password?

I am having trouble logging in to my account.

I do not remember which email I used to create my account.

Can I have a credit card attached to my account?

I am a professional, may I have a discount applied to my account?

How can I change the email or name used for my account?

Parts

How do I know which part is the part I need?

How can I tell if a part will work with my fireplace?

Do you carry vent-free fireplace parts?

Can I call for help finding my parts?

Warranty

I have received a damaged or defective item, how do I receive a replacement?

The part I ordered is not working, what number can I call for support?

Ordering

Can I order over the phone?

Can I email or fax in a purchase order?

How do I cancel my order?

I placed an order for back-ordered items, when can I expect them to ship?

I did not receive an order confirmation after placing my order.

Contact

How can I contact you by phone?