Contact Customer Service

We at pride ourselves in providing excellent customer experience. You can easily contact our customer support team via form bellow or phone!

Our Support Hours
Monday through Friday 6:00 AM – 6:00 PM PT

Planned Closures:
11/28: Thanksgiving Day, CLOSED
12/24: Christmas Eve, 6:00 AM – 2:00 PM PT
12/25: Christmas Day, CLOSED
12/31: New Year’s Eve, 6:00 AM – 2:00 PM PT
1/1/20: New Year’s Day, CLOSED


Please read our FAQ before sending us a message.

You have questions and we have answers. This is our frequently asked questions section, where you can find the answers to the most common questions we receive. If you still can not find the answer to your questions, please feel free to get in touch with us by using our contact page.

How do I know if my package shipped and on it's way?

Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is ready to leave our distribution center, you will receive another email with shipping information.

Please allow 24-72 hours from the time you place your order for it’s status to update. Your order will be shipped to you and arrive as soon as possible.

My tracking info shows my package was delivered, but I never received it.

We know how important your order is! Fireplacess provides our customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.

We will always do our best to assist you, but Fireplacess does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.

Do you ship internationally?

Yes! We are proud to offer global shipping services that currently operate in over 200 countries and islands world wide.

What is your return/exchange policy?

We accept returns and offer refunds. Please read our refun policy here.