1-866-713-2399
support@modernblaze.com
 

Congratulations on Your New Fireplace!

 

Your order should be arriving soon. Here are a few tips to make sure you are prepared to receive and install your new fireplace. 

1. Tracking The Shipment

Make sure check your inbox for a shipping confirmation email from support@modernblaze.com.

We encourage you to track your shipment online on the shipping carrier's website or on the phone with the carrier using your tracking number as a reference. 

2. Receiving Your Fireplace

Our smaller, lighter orders (under 100 lbs) that ship via FedEx or UPS Ground will be delivered to your door without a signature requirement. Simply inspect them as soon as you get them and notify us about any damages right away.

If your fireplace is shipped freight, it will require a delivery appointment and a signature of an adult confirming that the package has been received in good condition.

Delivery appointments are usually scheduled on weekdays during business hours. Shipping carrier will call you and schedule the delivery at least 24 hours ahead of time.

Very Important: The most important thing to remember about freight is that when you sign for the delivery you are legally accepting the product as delivered in good condition.

That's why you need to carefully inspect the box BEFORE signing the delivery receipt. If you notice ANYTHING wrong with it, even the smallest scratch or anything else suspicious, mark "DAMAGE" on the receipt and then sign.

When in doubt, write "DAMAGE" on the delivery receipt.

We cannot be held responsible for the cost of repairs or replacement of damaged items if there is no notation on the freight delivery receipt. 

Make sure to open the box and inspect the contents for damages immediately after delivery.

3. What if it's Damaged?

Modern Blaze will replace your damaged fireplace or issue a full refund if you follow our policies which can be summed up in a few simple steps:

1. Mark "DAMAGE" on the delivery receipt and take a picture of it (freight shipments only)

2. Take a picture of the actual damage and the box with the shipping label clearly visible.

3. Report the damage to us within 24 hours via email: support@modernblaz.com. Attach all the pictures.

4. Preparing for Installation

Your fireplace will have a product manual with installation instructions included in the box.

If you want to plan ahead and figure out what you need for the installation of your fireplace, check out our installation guides

Click here to view our Installation Guides

You can also download a PDF copy of your fireplace manual and tech specs located on the fireplace description page. Just search for your fireplace model here: SEARCH. Look for "DOWNLOADS" section located below the "FEATURES".

If you need anything else while you are waiting on the arrival of your fireplace, don't hesitate to email support@modernblaz.com or call 1-866-713-2399 (M-F, 10 am-9 pm EST).

We are always happy to help!

PS We also sell fire pits and patio heaters if you ever need one!