eFireplaceStore Questions & Answers

Hi Ed, Thanks so much for your interest. That's a fair question as receiving freight shipments is not, generally, a normal part of the day for most people. Yes, the customer does indeed need to be present at time of delivery. This is to not only physically receive the freight but also to inspect it and sign for it. Most freight companies will not allow their driver to simply drop the freight without the customer being present. Regarding the unloading, there are two options listed below. These are common for online sales and delivery. You can choose "curbside delivery" which is free and will have the driver bring the freight to you but the unloading is your responsibility. Often, our customers will back up their pick-up truck the rear of the delivery trailer. That way the merchandise can be off-loaded into their vehicle and they can drive it right up to the home. Alternatively, you can choose "liftgate delivery" which includes a hydraulic tailgate on the rear of the delivery truck for lowering the merchandise down to the ground. This option carries a cost of $75. Once off-loaded to the ground, moving the freight up to the home is the customer's responsibility. Regarding "hidden costs" there are none - unless a delivery appointment is made and then broken by the customer. The shipping company levies a $130 redelivery fee to have the merchandise brought back out to the customer. However, this only applies if the customer changes their mind on the delivery appointment or the delivery address after the delivery has been scheduled. In either case, at time of delivery, it is very important that the shipment be fully inspected for loss or damage prior to the shipment being signed for and received. Doing so protects you, the customer, and your investment in a new stove. Of course, please let us know if you have any additional questions at all about our policies or any of our products.

Hello Jeff, Thank you very much for your interest. I've gone through our offering and, unfortunately, the 60" units we have are priced above $3,500. The closest we have would be our 60" Vent-Free Boulevard by Empire. You can view this unit here: https://www.efireplacestore.com/emp-vflb60fp90n.html Should your application require a direct vent model, we also have these varieties available. Pricing varies by unit and then, of course, the venting is an additional price. To get the full picture, please call in to discuss all of your options with one of our certified experts at 800-203-1642 x 261. Thank you again for your interest!

Hi Carol, The best method for returning an item to us would begin with completing our return form here: https://www.efireplacestore.com/returns.html. Completing this form will provide you with a return merchandise number, the shipping address for your return and will update your order in our system so that we know to be watching for your return. But, yes, to your question, our main office is the proper place to return a Pearl mantel: 5680 E. Shelby Dr., Memphis, TN 38141. Thank you for your business. Please let us know if we can be of further assistance.