Shipping, Returns, Exchanges

Our fireplaces are shipped from several different warehouses. Please send us an email to support@modernblaze.com for information on a particular product. Make sure to include a complete name of the product and the state you are located in.

Can you guarantee delivery?

Generally, you should expect delivery within 2-12 business days of your order. However, we cannot guarantee the time that will take FedEx, UPS or a truck freight carrier to deliver your package. That is completely out of our hands and is determined exclusively by the workload and delivery schedul...

Can you ship to an island?

Our standard shipping only covers areas within the mainland US, curbside. You may contact us with your shipping address and we are happy to request a shipping quote for you. Based on our experience, there are very limited carriers who can deliver to the island and this service usually comes with ...

Do I have to be home when my order is delivered?

FedEx and UPS do not require a signature and will leave the package in a suitable place near your door. For freight shipments, you have to be present at the time of the delivery to inspect the package and contents for damages and sign the delivery receipt. Please refer to our Shipping Policy fo...

Do you accept returns?

We want to make sure that you are happy with your purchase. If you're not satisfied with an item that you purchased from Modern Blaze, you can return it within 30 days after delivery for a full refund, as long as the item is in its original saleable condition and packaging. We'll even pay for re...

Has my order shipped?

We will send you tracking information within 1 business day 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 8 business days of your order feel free to follow up with us at orders@modernblaze.com an...

How does the fireplace come when it is shipped to my home?

Smaller, lighter packages (under 100 lbs) generally ship in one carton via FedEx or UPS ground. Larger and heavier items will be shipped LTL freight. Ethanol and gel fuel is always shipped separately.

How do I cancel my order?

You may cancel your order free of charge up to 2 business days after the order was placed and if the order has not been physically shipped.Cancellation requests received beyond 2 business days will be evaluated on a case-by-case basis and cannot be guaranteed. If your order has already shipped, w...

I can't be home to receive my order. Can someone else receive it for me?

FedEx and UPS do not require a signature and will leave the package in a suitable place near your door. For freight shipments, yes, you can have someone else who is at least 18 years old to be present at the time of the delivery and to inspect the package and contents for damages. They will also...

I returned an item. When will I get my refund?

While we do our best to process return requests in a timely manner, please allow us two to three weeks to process your return as we have to wait for the item to be returned and inspected before issuing any refunds. This excludes your financial institution's processing time for the amount to be cr...

Is it too late to cancel if my order has already shipped?

If your order has been shipped, the standard return procedure applies. Please avoid refusing the shipment. In most situations, it is better to accept delivery of your order and go through the standard return procedure. Refusing a shipment may increase the chances of the unit being lost in transi...

My item was damaged and I missed to note about the damage on the delivery receipt. Can I still get a replacement?

Modern Blaze will assume responsibility for the cost of repairs or replacement of damaged items under the following conditions: The damage or the missing items are clearly noted on the delivery receipt (for freight shipments) The damage or the missing items are reported within 24 hours Please no...

What if my order is damaged during shipment?

In the unlikely event that an item you ordered arrives damaged, you may return the item for a replacement or a full refund, as long as you: Notate the damage on the delivery receipt (for heavier and bulkier items shipped via Freight). Report the issue within 24 hours after delivery of the item. ...

What if the box has no visible damage but I discovered that the unit is damaged upon unboxing?

Please report the damage to us within 24 hours. This is why you highly encourage you to open and inspect the item as soon as it gets delivered for hassle-free returns and replacements. For heavier and bulkier items that are delivered by freight, it is imperative to make a note on the delivery rec...

What is your return policy?

If you're not satisfied with an item that you purchased from Modern Blaze, you can return it within 30 days after delivery for a full refund, as long as the item is in its original condition and packaging. Made-to-order items and items that have been used or modified in any way may not be returne...

What shipping options do you offer?

We offer free standard shipping to the continental US. Lighter items get shipped UPS or FedEx Ground and larger items get shipped LTL freight (curbside delivery). If you need a faster delivery we can get you a quote. To get a quote, email support@modernblaze.com and include the name of the item y...

When will my order get shipped?

Many items ship Same Day (if ordered by 11am EST, Monday-Friday). Transit times will vary, but delivery should be expected within 2-5 business days. All other items should ship within 2-7 business days of your order date. Transit times vary depending on location, but you should expect delivery w...