Frequently Asked Questions
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns & Exchange
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
How long does shipping take?
How long does shipping take?
Shipping typically takes 3-5 business days after your order is processed. In total, you can expect to receive your order within 7-10 business days. Delivery times may vary depending on your location and the shipping method chosen at checkout.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Electric heaters and Fireplaces
What is the difference between an electric heater and an electric fireplace?
What is the difference between an electric heater and an electric fireplace?
An electric heater is a compact appliance focused on space heating. An electric fireplace combines a heater with a decorative flame display and usually a glass front or mantel or insert style.
Are electric heaters and fireplaces energy efficient?
Are electric heaters and fireplaces energy efficient?
They convert nearly all electrical energy to heat at the point of use. Efficiency depends on how you use them. Zone heating one room and lowering the central thermostat can reduce overall energy use.
Are electric fireplaces safe for homes with kids and pets?
Are electric fireplaces safe for homes with kids and pets?
Look for features like cool-to-touch glass, tip-over protection, overheat shutoff, and a child lock. Supervise children around any heating product.
Can I plug an electric heater or fireplace into a power strip or extension cord?
Can I plug an electric heater or fireplace into a power strip or extension cord?
Do not. Plug directly into a dedicated wall outlet to avoid overheating cords and tripping
How much space can an electric fireplace or heater warm?
How much space can an electric fireplace or heater warm?
As a rule of thumb, a standard 120 V unit provides supplemental heat for a single room such as a bedroom, office, or living area. Check the listed coverage range in square feet on the product page.
How do I choose the right size for my room?
How do I choose the right size for my room?
Measure the room in square feet, consider ceiling height and insulation, and pick a unit with a coverage range that meets or slightly exceeds that number.
Can I install a wall mounted electric fireplace by myself?
Can I install a wall mounted electric fireplace by myself?
Many units are DIY friendly with a mounting bracket. Use proper anchors and studs, follow the included template, and have a second person help lift and level.
Can I recess an electric fireplace into the wall?
Can I recess an electric fireplace into the wall?
Only if the unit is rated for recessed or built-in installation. Use the framing dimensions in the manual and maintain ventilation space.
Can a TV be installed above an electric fireplace?
Can a TV be installed above an electric fireplace?
Many customers do this. Maintain the clearance listed by the fireplace maker, and test the wall temperature after running the heater. If the wall gets hot, add a mantel or move the TV higher.
Can I place an electric heater on carpet or a rug?
Can I place an electric heater on carpet or a rug?
Most portable heaters can sit on low pile carpet, but the base must be stable and vents unobstructed. Do not cover the heater with any fabric.
Can I use an electric fireplace outdoors?
Can I use an electric fireplace outdoors?
Only if the product is specifically rated for outdoor or patio use and installed as directed. Indoor models are not weatherproof.
How loud are electric heaters and fireplaces?
How loud are electric heaters and fireplaces?
Sound comes from the fan. Most customers describe it as a low airflow noise similar to a small box fan.
Do they have thermostats and timers?
Do they have thermostats and timers?
Many include a digital thermostat, multiple heat levels, and an auto shutoff timer. Check the product features.
How much does it cost to run an electric fireplace or heater?
How much does it cost to run an electric fireplace or heater?
Cost depends on wattage, local electricity rates, and daily run time. As a quick estimate, multiply kilowatts by your utility rate to get cost per hour.
Do electric fireplaces dry out the air?
Do electric fireplaces dry out the air?
Any heater can reduce relative humidity as air warms. If you are sensitive to dry air, consider a small humidifier.
What maintenance is required?
What maintenance is required?
Unplug and dust the air intakes, outlets, and glass with a soft cloth. Do not use abrasive cleaners. Keep vents clear.
How are electric fireplaces shipped?
How are electric fireplaces shipped?
Wall mounted and inserts ship in protective cartons with foam and brackets. Larger mantels may arrive on a pallet. Inspect packaging on delivery and note any visible damage.
What if the product arrives damaged?
What if the product arrives damaged?
Contact customer service within the claims window with photos of the box and the item. Keep all packaging until your claim is resolved.
Is an electric fireplace good for apartments or condos?
Is an electric fireplace good for apartments or condos?
Yes. No venting, no fuel lines, and simple plug in installation make them apartment friendly. Always follow building rules.
Can I leave the fireplace running while I sleep?
Can I leave the fireplace running while I sleep?
Use the thermostat and timer features, keep clearances, and never run a portable heater unattended. For bedrooms, many shoppers use flame only mode at night.