Terms and Conditions

Shipping Policy

SerentiyFireplaceDirect.com goal is to ship all orders within 72 hours.  Smaller items are shipped via ground service.  These packages are typically left at the door or garage of the residence (may not require signature).  Larger or more fragile items are shipped LTL freight curbside delivery and require signature.

Shipping times are based upon what our supplier and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, manufacturers delays, etc.).  Order delays have proven to be unavoidable and outside of Serenity Fireplace Direct control.

An email with tracking information will be sent when your order has shipped to the e-mail address you provided when checking out. If you have multiple items on your order, you may receive more than one tracking number as the items may ship separately. If you have not received tracking info within 3 days after the lead time posted on the product page, please contact us at info@serenityfireplacedirect.com.

**We currently do not offer International Shipping. We apologize for the Inconvenience.
IMPORTANT:  You must inspect the package at the time of delivery.  If the product is damaged or you suspect the contents of the package are damaged, please write “PRODUCT DAMAGED” on the sheet the driver will have you to sign.  If the item is refused for any reason other than damage, you may be liable for all shipping charges.  Please report any damages or concerns within 24 hours of delivery to info@serenityfireplacedirect.com.

SerenityFireplaceDirect.com is not responsible for any errors in installation or incorrect purchase of products used for installation.  We recommend all products be installed by a licensed installer. 

Returns and Exchanges Policy

Serenity Direct accepts returns and exchanges for new products within a 7-day return window. Items may be returned by dropping them off at our location or by sending them back by mail. A return label is included with every shipment for your convenience. There is no restocking fee, making the return process simple and hassle-free.