How am I able to place an order?
After you’ve discovered an item you'd like to purchase, click on the order button. Make sure you follow after the guidelines on the order page. In the event that you are requesting more than one item, please utilize our “add to cart” feature. In-stock goods are usually sent 2-5 days after we get the ordering request.
What service do you use to process orders?
All orders requested on our site are handled and carried out through an approved Visa, MasterCard, American Express and PayPal procedure. At the point of offering the card information for a sale, if it has not expired and is valid, it will be pre-approved and charged when the processing is carried out.
What types of payment do you acknowledge?
We acknowledge and accept an extensive variety of payments including: Visa, MasterCard, American Express, Diners Club, Discover Card, JCB International card, and in addition PayPal.
What are the costs of shipping?
We provide you with free shipping on all fireplaces over $100 to all the lower 48 states in the U.S.
What is a white glove delivery?
Our White Glove Delivery service, we'll have your item into your home for you, unpack it, inspect it, place it where you want it to be, and dispose of the packaging. Delivery is set up by an appointment so make sure to give us a good contact number for the unit you order. Once we reach out to you we'll set a date that works best for your schedule. Please also note that there may be Stair Charges that apply for locations with 5 or more staircase steps.
How and Where do you ship your products from?
Our various fireplace manufacturers ship exactly to the address you provide at check out, for most of our customers they choose to send it directly to their home. This helps to increase the delivery time of arrival instead of first directing it through our office. This helps our customers save both time and cash and is the way we have the capacity to offer you such low costs.
Would you be able to ship to a P.O. Box/APO address?
As of now, goods ordered can't be shipped to P.O. boxes and/or APO/FPO.
When will you be able to process the order(s) I requested?
After we’ve successfully received your payment for the item(s) you ordered you will get an email confirming your payment after you have made a purchase. Next, your order request will be processed and forwarded out to our storehouse 2-5 business days after the transaction is complete.
When will you contact me to confirm my order requested?
If the product and/or item you requested has alternatives that weren’t outlined when making an order prior to shipping your order, a customer service agent from PrometheusFireplaces.com will email you the specifics of your order and estimated time for delivery. Additionally, all normal orders will always receive a confirmation email once your order ships. Please be sure to check your inbox or spam folder when checking for email receipt.
When will I be reached with regarding the delivery time?
24 hours after the product and/or item you requested has shipped, we will email you with your shipping details. This gives you the opportunity to effectively track the day by day progress of your order from our facility to your door step. For huge (over 250lbs) and large orders which include cargo shipping orders, our shipping organization may call you beforehand about the shipping and delivery to arrange a helpful conveyance time for you and your schedule.
What do I do if my goods are harmed, damaged or faulty upon delivery?
We highly recommend that you thoroughly check the packaging of your item(s) when they arrive, if you sense any damage you ought to make note of it when signing the delivery form. On the off chance that your item(s) do arrived faulty or damaged, please send photographs to returns@PrometheusFireplaces.com immediately (same day) and we will get in touch with you at the earliest opportunity to help you with an exchange.
How do I return a product?
If you happen to be unsatisfied with your purchased product(s) for any reason (other than a defective product), you can return it within 30 days upon the receiving of your item. Orders returned are charged based on the restocking fee that is equivalent to 38% of the cost of your order. You (the customer) are liable for any cargo return costs for BOTH directions (from the facility it was ordered from to you, and back to the stockroom). The total cost of purchase price minus these fee charges and expenses will then be refunded or sent back to you when the facility processes your product(s) (item must be returned within 30 days, new, unused, and in original packaging). Refunds will only be provided to the same credit card that you utilized when putting in your order.
Please we advise that you quantify the vital space needed for your item before buying! Following our 30 day policy, we will help assist in a return only IF the product is harmed, faulty or damaged and still under manufacturer's guarantee or manufacturer's warranty. The manufacturer's guarantees and manufacturer's warranty differ from 1-3 years depending on the organization.