Rock Wool Carton

Returns Policy

You may return most new, unopened items within 14 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

There will be a 20% re-stocking fee on all returned items. All items returned must be shipped by the same shipping company that was used to deliver your product. This policy also applies to products that are refused upon delivery. We pay the return shipping cost and wave the re-stocking fee if the return is a result of our error.

We cannot accept returns of certain items, including: Any item that is returned more than 14 days after delivery. Any item that has been installed or is not in the original packaging. Any item that is not in its original condition, is damaged, or is missing parts. Any special made to order products such as Stained Mantels and Shelves, build to order fireplaces, and any other special order items.

If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. Or notify us by phone or email.

Shipping

Shipping are for residents of the United States only, excluding Hawaii and Alaska residents. Most orders ship within 24 - 48 hours from the time of order. Please allow one week for delivery to most destinations.

Risk of Damage. UPS Ground Orders: Fireplace Gallery is responsible for all damage on UPS Ground orders. Shipping insurance is included at no charge on all items that ship UPS Ground. All claims must be submitted within 48 hours of delivery of product.

LTL Freight: Fireplace Gallery is responsible for all damage on LTL Freight orders. Shipping insurance is included at no charge on all items that ship LTL Freight. All claims must be submitted within 48 hours of delivery of product.

We will notify you by email and/or phone call of estimated delivery date.