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Frequently Asked Questions

Welcome to our FAQ page where we provide answers to the most commonly asked questions about our online store to help you navigate easily and address all your inquiries.

How to cancel/modify my order?

Unfortunately, it's not possible to modify an order once the transaction is completed. To cancel your order, please call us as soon as possible at 1-855-294-0714, from Monday to Friday, 8am - 12pm and 1pm-5pm.

You can also email info@myfireplaceproducts.com with CANCELLATION in the subject line. If your order has not already left our warehouse, it'll then be cancelled at no charge.

What should I do if my order hasn't arrived (or if it's incomplete)?

We're sorry that you didn't receive your order! To solve the situation, email us at info@myfireplaceproducts.com and include the following information:

  1. Your full name associated with the order
  2. Order number
  3. Which item(s) are missing in your order.
I can't complete my order, what should I do?

Before contacting your bank to find out why the payment was denied, check the items below:  

  • That your billing postcode matches your credit card  
  • The delivery address is not a PO box
  • Your postcode is the A1A 1A1 format (or 12345 in the U.S.)
I haven't received my order confirmation, what should I do?

We'll be happy to send your order confirmation by email.  

Please simply email info@myfireplaceproducts.com and include the following information:  

  1. Full name associated with the order  
  2. Shipping address  
  3. Transaction number (if known)
Do you offer warranties?

Our products are covered by the manufacturer's warranty. We are also especially proud of our selection, so we offer our own warranty. Please see our warranty page.

Do you offer installation or repair services?

We don't offer installation services, but you can find a heating professionnal near you on our Find an installer page. 

How does curbside delivery work?

The fireplaces are delivered to the edge of your driveway by a semi-trailer.  

On the delivery day, the driver will arrive with a truck equipped with a platform lift (truck size may vary) and lower the item to the ground at the edge of your driveway.

However, please note that due to internal policy and insurance purposes, the driver will be unable to move it any further.  

Also, our curbside delivery service does not include installation, assembly, removal of packing materials, or transporting items within your home. 

What payment methods are accepted?

You can make your purchase by credit card only - we accept Visa, Mastercard and American Express.

Where are you located?

MFP is an online store. Our canadian-based head office is in Quebec, Canada. 

Where do you deliver?

We deliver (almost) everywhere in Canada and the United States, except for, but not limited to:

  • Yukon, Nunavut and Northwest Territories of Canada
  • Anticosti Island
  • Alaska and Hawaii
  • U.S. Territories or Protectorates (U.S. Virgin Islands, Puerto Rico, Guam, etc.)

Please note that unfortunately do not deliver internationally.

Do you sell replacement parts?

We sell the majority of original parts for our heaters. To find parts that fit a specific model: click here.Pour trouver des pièces à partir du catalogue complet : click here.

What is your shipping policy?

Orders are processed 7 days a week and shipped Monday through Friday (excluding holidays). We strive to ship your orders as fast as possible; it is possible that your order may ship sooner than estimated.  If you order two or more items, you may receive them in multiple boxes on different days because of varying shipping locations.  

USA orders will be expedited from our Indiana location, whereas Canadian orders will be expedited from our Quebec location.  

Within 12 hours of placing an online order you will receive an email confirming that we have received your order and are processing it.  

To estimate the ships-within time frame on your ordered item(s) please refer to the stock status as listed below.  

  • In stock – item will be shipped within (2) business days.
  • Pre-Order now – item will be shipped between (1-3) days after the listed date.
  • Out-Of-Stock* – item is currently unavailable, with no planned back-to-stock date.  The status will be changed to “Pre-order” when a date becomes available.  

These time frames are an estimation based on our regular sales volume and are not guaranteed. During the holidays, shipping delays are generally longer.  

Please note that we cannot ship to a P.O. Box.

Fore more information, please see our shipping policy.

What is your return/exchange policy?

Most unused items can be returned to us within 30 days of delivery.  

To request a return please email us at info@myfireplaceproducts.com. Please note that you are responsible for return and exchange fees, unless it's due to shipping damage or under warranty. Our customer service department will refund you within 14 days of receiving the returned item at our distribution centre.

No returns will be accepted without prior authorization.

See our return policy for full details.

How to find the status of my order?

Our chat tool can assist you. Click on the "Order Tracking" feature and have your order number and email address ready.

You can also track your order from our order tracking page.

I can't log in to my account, what should I do?

First, try to reset your password by using the  ''Forgot password?'' button of the login page.

If you're still having a problem, call our experts at 1-855-294-0714, who will happily help you out. 

OTHER QUESTIONS?

Contact us by email or live chat and our experts will be happy to answer you.

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