Shipping Policy

At Zen Home Fireplaces, we work to provide safe and reliable delivery of fireplaces, stoves, fire features, grills, hearth accessories, and related products throughout the United States.

Free Shipping

Zen Home Fireplaces offers free standard shipping on eligible orders within the contiguous United States.

Standard shipping or freight charges are covered by Zen Home Fireplaces unless otherwise stated on the product page or communicated to the customer before purchase.

Additional charges may apply for certain remote or limited-access locations or for optional delivery services requested by the customer. If additional charges are required, we will contact you before proceeding with the shipment.

Order Processing

Orders are processed as quickly as possible after payment and order verification.

Many in-stock products are normally available for shipment within 1–2 business days. Certain products that are not immediately in stock may require approximately 7–10 business days of processing before shipment.

Processing times are estimates and may vary depending on manufacturer or distributor availability. If we become aware of a significant delay affecting your order, we will contact you.

Processing time is separate from transit time.

Parcel and Freight Shipping

Smaller products may be shipped by standard parcel carriers.

Large, heavy, or oversized products—including many fireplaces, stoves, grills, fire tables, and related products—may ship by LTL freight carrier.

Freight shipments generally involve curbside delivery unless another delivery service has been specifically arranged. The customer is responsible for moving the merchandise from the delivery location into the home, garage, or other desired location.

Freight carriers may contact the customer to arrange a delivery appointment. Please provide an accurate telephone number and email address when placing your order.

Freight Delivery — Important Inspection Requirements

Customers are responsible for carefully inspecting freight shipments at the time of delivery.

Before signing the delivery receipt or Bill of Lading (BOL):

• Inspect the shipment and packaging for visible damage, punctures, crushing, tears, missing items, or other signs of damage.
• Note any visible damage or shortages directly on the delivery receipt or Bill of Lading before signing.
• Take photographs of the shipment, packaging, shipping labels, and any visible damage.
• Retain the product and all original packaging materials.
• Contact Zen Home Fireplaces at support@zenhomefireplaces.com as soon as possible. Freight damage or shortages must be reported within 3 days of delivery.

Do not automatically refuse a shipment because damage is visible unless instructed to do so by Zen Home Fireplaces or the freight carrier. Refusing a shipment may result in additional return freight or service charges.

Failure to inspect a shipment or document visible damage on the delivery receipt or Bill of Lading may affect our ability to successfully process a freight damage claim.

Damaged, Missing, or Incorrect Shipments

If your order arrives damaged, incomplete, or incorrect, please contact Zen Home Fireplaces promptly at support@zenhomefireplaces.com.

Include your order number along with photographs of the product, packaging, shipping labels, and any visible damage.

Please retain all merchandise and original packaging while the claim is being reviewed.

Damage, shortage, defect, and incorrect-item claims are handled separately from ordinary returns and are subject to the applicable carrier, manufacturer, and supplier claim procedures.

Tracking Information

Tracking information will be provided when available after your order ships.

For freight shipments, the carrier may contact you directly to arrange delivery. Tracking availability and updates may vary by carrier.

Delivery Times

Transit times vary depending on the product, destination, carrier, and method of shipment.

Any delivery or transit dates provided are estimates and are not guaranteed. Weather, carrier delays, manufacturer availability, holidays, and other circumstances outside our control may affect delivery.

We recommend that customers do not schedule installers or contractors until the merchandise has been delivered and inspected.

Address Changes

Please review your shipping address carefully before completing your purchase.

If you need to change the shipping address, contact us as soon as possible. Once an order has entered processing or has shipped, an address change may not be possible and may result in additional carrier or freight charges.

Customers are responsible for additional shipping costs resulting from an incorrect or incomplete shipping address provided when the order was placed.

Delivery Access

Customers are responsible for ensuring that the delivery location can safely accommodate the shipment and delivery vehicle.

Certain locations—including remote areas, islands, narrow or restricted roads, construction sites, or other limited-access destinations—may require additional arrangements or charges.

If we become aware of an issue affecting delivery to your location, we will contact you.

Returns

Shipping-related return costs and requirements are governed by our Return & Refund Policy.

Please do not return merchandise without first contacting Zen Home Fireplaces and receiving return authorization.

Questions About Shipping

If you have questions about shipping, freight delivery, or a particular product before ordering, please contact us.

Zen Home Fireplaces
Owned and operated by DDJ Stores LLC
151 Dittmer Ln., 1B
Lindenhurst, IL 60046
United States
Email: support@zenhomefireplaces.com
Website: https://zenhomefireplaces.com