Policies
Installation Policy - Upon installation, a live gas line should be plumbed to the firebox and regulated to 7-9 inches water column for Natural Gas or 11-13 inches water column for Propane. Also, the damper must be functional and the chimney/flue must be free of any debris (for vented fireplaces only). If one of these requirements is not met, a second trip will need to be scheduled and charged to the final invoice.
Service Policy - Upon service, the fireplace must be fully accessible to our technician. Gas must be live and regulated to the firebox. While our technicians are well trained on a variety of gas products, we cannot guarantee fully functioning product on servicing a fireplace insert we did not sell to you. Servicing structure is based on a tier where you only pay for the extent of the service that was provided. Please see pricing below.
Return Policy
Shipping Policy - Shipping will be quoted at the time of ordering. If a shipping quote has been provided on an estimate within two weeks, that pricing will stand. Specifically, some coalbasket orders are able to ship small package. Others will need to be palletized and shipped through a freight company. Tracking numbers will be provided once they are available. All shipping instructions are to be given at the time of placing the order, such as needing delivery inside, shipping to a residential address, gate codes, etc. Shipping is billed to us, usually after the final invoice is paid by the customer. In the case that extra fees accumulate because of specific delivery instructions not given to Homefires, those would be invoiced to the customer.