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Store Guide & Frequently Asked Questions

1. Is it safe to order through this website?
2. Can I order by phone?
3. What payment options do I have?
4. Will I be charged sales tax?
5. Will I receive confirmation of my order?
6. How long will it take for my product to get to me?
7. How much is shipping?
8. What shipping options do I have?
9. How do I track my order?
10. How will my product be delivered?
11. What if I need to cancel or change my order?
12. What do I do if my order arrives damaged?
13. I want to return an item I ordered? What do I do?

Is it safe to order through this website??

Yes, very safe. We use industry standard SSL encryption to process online transactions, which means your personal information and credit card number will never be seen by any third party. We adhere to the strictest privacy policy and never share our customers' personal information.

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Can I order by phone??

Yes, you can. To order by phone, give us a call toll free at 1-888-648-5624. Our business hours are 8 AM to 6 PM Pacific Standard Time, but you can call us any time and leave a message. If you get a message during business hours, it means we are busy helping other customers. If this happens, please leave us a message anyway. We’re glad to hear from you and we return all calls promptly.

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What payment options do I have?

For online transactions and phone orders we accept VISA, Mastercard, American Express, and Discover. If you prefer to mail in payment, you can send a cashier’s check or money order for the full amount of your order plus any applicable shipping charges to:

Fireplace Screen Shop
PO Box 17446
Seattle, WA 98127

If you mail in payment, please include a letter with your name, contact information (email address and phone number), shipping address, and the item you would like to purchase. We will contact you to confirm the details of your order before it is processed.

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Will I be charged sales tax?

Not unless you are shipping to Washington State.

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Will I receive confirmation of my order?

Yes. Whether you order online or by phone, we will email you with an order confirmation. Please retain the order confirmation and your order number for your records.

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How long will it take for my product to get to me?

Processing time, the amount of time it takes to prepare your item for shipment once your order has been placed, varies by product. It can be as short as 2 business days or as long as 30 business days or more for made-to-order items. Business days are Monday through Friday and do not include weekends or holidays. To find the specific processing time for your order, please refer to the product details for the item you’ve purchased. Transit time varies according to your location and the ship method used. UPS/Fedex ground shipments can take as little as 3 business days and should arrive no later than 7 business days after shipping. Items that ship by truck freight take an average of 7 business days to arrive curbside, but can take longer under some circumstances. Once your item ships, we will email you with a tracking number so you can track your shipment online.

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How much is shipping?

We offer Free Ground Shipping on most of our items to any destination within the contiguous United States. This saves you money and means you don’t have to worry about extra costs being added on at checkout. For shipments to Alaska or Hawaii there is an extra ship fee which will be estimated at checkout. In the event that the actual ship cost for an Alaska or Hawaii shipment is higher than estimated, a customer service representative will contact you to confirm your approval of the correct ship charges before proceeding with your order. On items that can ship via UPS/Fedex, you may also select expedited ship options such as 3-Day Select, 2nd Day Air, and Next Day Air for an extra ship charge that will be automatically added on at checkout.

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What shipping options do I have?

Most of our items ship via UPS or Fedex. For these items, you can choose UPS Ground, UPS 3-Day Select, UPS 2nd Day Air or UPS Next Day Air. Some heavier and larger items can only ship via Truck Freight. For these items "Ground" is the only ship option available.

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How do I track my order?

Once your item ships, we will email you with a tracking number and a link to access tracking information online.

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How will my product be delivered?

UPS and Fedex deliveries are brought to your door and generally require a signature upon delivery. UPS/Fedex shipments can sometimes be left without a signature; however, this is up to the discretion of the UPS driver. We recommend that you be there to accept delivery of your item, if possible, to avoid the possibility of lost or stolen packages. For more information on accepting UPS or Fedex shipments, please click here.

Truck Freight shipments are delivered curbside and require that you be present to accept delivery. For more information on accepting truck freight shipments, please click here.

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What if I need to cancel or change my order?

Once you place your order, we begin processing it immediately. Many of our products ship out on the same day an order is placed. We also carry made-to-order products that go into production as soon as an order is placed. For that reason, it is generally not possible to cancel or change an order once it has been placed. However, if you email us with a cancellation or change request before 4 pm PST on the day you place your order, we will do our best to meet your request. We regret that we cannot accommodate cancellation or change requests that come in after 4 pm PST on the day you place your order.

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What do I do if my order arrives damaged?

Although it is extremely rare, sometimes items do arrive damaged. If you receive a damaged item from a UPS or Fedex shipment, simply notify us within 10 days of receiving your shipment. We will send out a replacement and arrange for the damaged item to be picked up. In some cases, if only a part of the item is damaged, we may send out a replacement part. In cases where the damage can be corrected with a replacement part(s), we will not replace the item itself. We regret that we cannot accommodate damage claims that are filed more than 10 days after the item has been received. Depending on the item you've ordered and the nature of the damage, damage claims and claims for replacement items can sometimes take several weeks or more to process; therefore, should you receive a damaged item, you may wish to place a new order for a replacement to expedite processing and delivery. When the damage claim is resolved, we will issue you a full credit for your original purchase.

If your item is being delivered by freight carrier, please note: you MUST immediately inspect the package for potential damage at the time of delivery. While it is normal for cartons to show some wear, if it is clear that damage to the item has occurred, please write "PRODUCT DAMAGED" on the sheet that the freight company asks you to sign, do not accept the delivery and call us at 1-888-648-5624. Once you contact us, we will work together with the freight company to determine whether the item is damaged and identify the source of the damage. If it is clear that the item is in fact damaged, we will make arrangements to have a replacement sent out to you and have the original item returned. If it is determined that the item is not in fact damaged, the item will be re-delivered to you.

If your item is delivered by freight carrier and you accept the item without noting any damage, your item is considered accepted free and clear. If you discover damage after accepting your item free and clear, please contact us immediately so we can assist you in filing a concealed damage claim with the freight company. Concealed freight damage claims need to be filed within two weeks from the time your item is delivered. Once a concealed damage claim is filed, the freight company may send someone to your home to inspect the package. The freight company may or may not award compensation for the damage. If the freight company does award compensation for the damage, we will work with you to apply the compensation to a replacement item. If the freight company does not award compensation for the damage, and the item was signed for free and clear, the item may not be returned or replaced.

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I want to return an item I ordered? What do I do?

At Fireplace Screen Shop, your satisfaction is very important to us. That is why we have a no-hassle return policy. If you are unhappy with your purchase for any reason, you may return or exchange the item for up to 30 days from the date of purchase (some restrictions apply)*. If you wish to return or exchange an item, email us at info@fireplacescreenshop.com. In your email, include the name on the order, the order number, and the order date. We will email you back with instructions for how to complete the return. Please do not send in the item without receiving confirmation and instructions from us. Items sent in without prior instruction, as well as refused shipments, may not be eligible for a refund. When you've completed the return, you will be credited with the purchase amount, minus a 15% restocking fee and the original shipping cost.** The restocking fee is in no way intended to penalize you; it is simply needed to cover the labor involved in processing a return. Many companies charge hefty restocking fees to profit from customer returns. We disagree with those practices and charge only what we must to cover our costs. To receive your credit for a return, returned merchandise must be in its original packaging, and in new, unused, and resalable condition. Please take care when packaging your item(s) for return shipment. No refunds will be given for items that are returned damaged. In the event of a return or a refused shipment, customers are responsible for return shipping fees.

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