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Shipping and Returns Policy


Immediately after you place your order in our website, you will receive an automated order confirmation e-mail.  This means that we have received your order in our system and have processed your payment. As soon as we receive your order we automatically reach out to our suppliers to confirm that it is in stock and available for immediate shipment. If your item is on back-order or unavailable, we will void the pre-authorization and contact you via e-mail. If your item(s) are available for immediate shipment (within 48 hours), we will process the charges and submit the order for shipment. Please note that shipping differs for each Brand. Some items are custom-made on an order-by-order basis, which usually require a greater lead time of 10-14 days. However, in most cases the order ships sooner


Please allow 2-4 Business days for order processing before your product is shipped.  Once it is shipped you should expect the delivery times below for shipment to the Continental United States: Orders are typically shipped either by UPS, FedEx, U.S. Postal Service, or freight carrier. Please refer to the individual product you are purchasing for shipping times. Standard Shipping typically takes between 4 - 7 business days depending on your location.

**If you would like faster delivery times please contact a customer service representative at and we will try to accommodate your request.

We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provide when checking out. If you do not receive tracking information from us within six business days of your order feel free to follow up with us at


Shipping outside of the Continental United States is often more expensive and some countries incur additional import duties and fees which will be included in the shipping price, depending on the country of destination.  If you wish to ship outside of the Continental United States, please contact Prometheus Fireplaces for a shipping quote. Please have the name of the fireplace you wish to purchase as well as a full shipping address ready when you call or e-mail. This will speed up the process to give you a quote.. The customer is responsible for any duties, fees or taxes imposed by the receiving country. If there are problems shipping to your country please contact us by email:


If your order is in stock (99% of the time) and we process the charges to your credit card and it will ship within two to five business days, at the latest, from the date of your order.  We will send you tracking information 2-7 Business Days of your order being shipped to the e-mail address you provide when checking out. If you do not receive tracking information from us within 10 Business Days of your order feel free to follow up with us at


Please inspect the packaging of your item when it arrives.  If you notice any damage you should make note of it and take photographs when signing for delivery.  If your item does arrive damaged, please send photos to returns@prometheusfireplaces.comand we will process an insurance claim on your behalf and, if necessary, make sure you get a replacement.

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrived damaged please send photos to and we will process an insurance claim on your behalf. 

Cancellations & Refunds

All orders cancelled after 48 hours are subject to a $20 administration fee whether or not your order has shipped.  If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges.  Refunds will only be issued to the original credit card that you used when placing your order less any fees.




You may return all new, unopened items within 15 days of delivery for a full refund less re-stocking fee of 25% and customer pays return shipping, provided that you have contacted us first and received an RMA (Return Merchandise Authorization) number. Only ship the return to the address detailed in the RMA email you receive. Prometheus  Fireplaces does not accept customer remorse returns. 
Do not return to any address listed on the package.  It is a good idea to get insurance for shipping returns as we cannot guarantee delivery to us.  Items returned without an authorized RMA number will be refused and a refund will not be given.  If you need an RMA number please contact us via email:
Returns or exchanges are subject to manufacturer's 25% restocking fee or whichever  is stated by manufacturer. You are responsible for shipping costs to return the item. No returns or exchanges will be issued after thirty days from the date of purchase.


We do accept Opened Box, but unused returns with a re-stocking fee of $40 and customer pays return shipping (Insurance is recommended since we cannot guarantee receipt of delivery)

We do not accept used or damaged products for return (unless it is the result of our error e.g. you received an incorrect or defective item, etc.) and only within 15 days of delivery.   We will also pay the return shipping costs in this situation.  However, a return RMA number must still be requested via


When you are issued an RMA number, you should expect to receive your refund within four weeks of giving your package to the return shipper.  However, in many cases you will receive a refund much more rapidly (1-2 weeks).  This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).