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Store Policies

Privacy Policy

At Fireplace Screen Shop, we understand that our customers entrust us with certain personal information when they make a purchase. We take your privacy and security very seriously, and will never use your personal information for any purpose other than the fulfillment of your order and to continue to serve you. When you place an order, your name and shipping address will be passed along to our product warehouses and shipping partners, who will use the information solely for completing your order. Other than that, we will never share, sell, or otherwise disseminate any of your personal information to any third party.

We take extra care to ensure that the personal information you give us during an online purchase is safe, secure, and protected. We handle online transactions with industry-standard SSL encryption. This means that the credit card number and personal information you enter at checkout is transferred to our server using a highly secure encryption process that prevents anyone else on the internet from intercepting your information. Your information is far more secure when purchasing from us online than it is when purchasing from a regular brick and mortar store.

Returns and Exchanges

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 returns@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 return credit. Please note: you must keep all original packaging and boxes for UPS/FedEx damage claims to be processed. If you do not save the original packaging and boxes, we regret we will not be able to facilitate your damage claim. When you've completed the return, you will be credited with the purchase amount, minus a 20% restocking fee. 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 the costs of processing the return. 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.

Cancellations

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 we begin to produce as soon as an order is placed. For that reason, it is generally not possible to cancel an order once it has been placed. However, if you email us with a cancellation 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 requests that come in after 4 pm PST on the day you place your order.

Damaged Items

Although it is extremely rare, sometimes items do arrive damaged. 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 appears that damage to the item has occurred, write "PRODUCT DAMAGED" on the sheet that the freight company asks you to sign, do not accept the delivery and call 1-888-648-5624. Click here for more information on accepting freight shipments. 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.

When accepting a freight shipment, it is very important that you note any damage or loss at the time of delivery in order to facilitate the damage claim process. When damage and/or loss is noted only after the item has been accepted for delivery free and clear, you may need to file a concealed damage claim with the freight company. If, after accepting delivery, you discover concealed damage and/or loss that was not apparent at the time the item was delivered, please contact us immediately at 1-888-648-5624 so we can assist you. Please also be sure to keep all the original boxes and packaging until your damage claim is resolved. In cases where only part of your item is damaged, we may be able to send out a replacement part, although for some items that may not be possible. In cases where sending out replacement parts is not an option, we will help you file a concealed damage claim with the freight company, for full or partial compensation. All damage and loss claims are time sensitive and must be reported no later than 7 days after the item is received. We regret that we cannot accommodate damage claims that come in more than 7 days after delivery.

If you receive a damaged item from a UPS or FedEx shipment, simply notify us within 7 days of delivery. We will send out a replacement and arrange for the damaged item to be picked up. We may require photographs of shipping damage in order to process damage claims. 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 7 days after the item has been delivered. 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, we recommend that you 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. Also note that your damaged item must be returned the way it was received. If you do not save the original packaging and boxes, we regret we will not be able to facilitate your damage claim.

Refused Shipments

If you refuse a shipment due to damage, please contact us immediately at 1-888-648-5624 to report the damage and the refusal. We will investigate if the item is damaged, investigate the reason for the damage, and submit a claim to our warehouse to have a replacement sent to you. Please do not refuse shipments for any reason other than visible damage. Please note, in the event that you refuse a shipment for any reason other than damage, you will be responsible for return shipping cost, as well as a 20% restocking fee for the item you have purchased. If you refuse a shipment due to damage, and if it is then determined that the item is not in fact damaged, we will have the item re-delivered to you. Re-delivery charges may apply.

* Some special order and made-to-order items cannot be returned or exchanged. Please see individual product details for specific return information. Custom-built are not returnable. If an item is delivered by freight carrier and accepted free and clear with concealed damage, it cannot be returned or exchanged.