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Frequently Asked Questions

Do you offer any discounts?

All our current deals and discounts can be found on our website. You might see a pop-up box with a coupon offer or a coupon code right under the price on the product page or on the bar at the very top of the page. You might also want to subscribe to our email list (at the bottom of the page) to receive notifications about our future promotions.

Do you offer trade discounts?

Yes. Details of the program and how to apply can be found here: Trade Membership Program

When will my fireplace arrive?

Many items ship Same Day (if ordered by 11am EST, Monday-Friday). Transit times will vary, but delivery should be expected within 2-7 business days.
All other items should ship within 2-5 business days of your order date. Transit times vary depending on location, but you should expect delivery within 2-10 business days of your order. Please see Shipping Information for more details.

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

Smaller, lighter packages generally ship in one carton via FedEx or UPS ground. Larger and heavier items will be shipped freight. 

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

For smaller items that deliver via FedEx of UPS, you generally do not have to be home. The Carrier will leave the package at your door or designated package delivery area.
Larger items that are delivered via freight carrier require your signature. The freight company will call you at least 24 hours in advance to make a delivery appointment.

What is your return policy?

Should you be dissatisfied with your purchase, we will refund 100% of your purchase amount with no re-stocking fees, you only have to pay for the return shipping*. Just call or email us for return instructions within 14 days of receiving your shipment. The returned item must be in sellable condition and in the original packaging. You will be responsible for the cost of return freight.

*Our return policy does not apply to Amantii, Anywhere Fireplace, and Classic Flames products. These manufacturers do not accept customer remorse returns for any reason. If you are interested in purchasing one of these brands, please make sure you take all the correct measurements you need before placing the order. 

Please read our Return Policy for further information.

Has my order shipped?

When your order is shipped, a notification will be sent to the email address we have on file. This email will include a tracking number that will allow you determine the delivery date and status. 

What if my order is damaged during shipment?

In the unlikely event your purchase is damaged:

Please note all the damages on the bill of lading, refuse the shipment and contact us immediately, email damages@modernblaze.com.

YOU MUST CONTACT US WITHIN 7 DAYS from the date of delivery to report damaged or defective merchandise. After the seven-day period, the product cannot be reported as damaged and/or returned for exchange or refund.

Do your fireplaces have any guarantee?

Yes, we only work with the manufacturers that offer a 12-months and more manufacturer's warranty for all fireplaces and burners, excluding accessories and ex-display items. We are confident that the products we supply are of a very high quality and that you will be very pleased with them. We also believe in providing the highest standard of customer service and products free from manufacturer's faults in performance or appearance.

If a product develops a fault within the warranty period, please contact the manufacturer. Some of the manufacturers offer online warranty registration, you can find this information on our website: http://modernblaze.com/pages/warranty-registration. Please note that misusing your fireplace (i.e. overfilling ethanol fireplace with fuel or using a wrong fuel with a higher percentage of alcohol) will void your guarantee and you will not be eligible for a replacement. Make sure to read the product manual before you start using your fireplace. 

Do you have a showroom?

No, we do not have a showroom. Our store is 100% online - this allows us to eliminate unnecessary expenses and pass these savings on to you by offering much lower prices compared to any retailers.

Where are you located? Can I pick up my order myself?

Our fireplaces are shipped from several different warehouses. Please email us at contact@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. 

Do you charge sales tax?

We do not collect sales tax from our customers, except for the customers located in Indiana.

How many BTUs will I need?

The amount of BTUs required for your home is dependent on several factors such as the climate in your area, and several features of your home including the size, the floor plan (single-storey or two-storey), the room layouts, the quality of insulation, the quantity of windows, and the location of the fireplace / stove. On average, 10,000 BTU can heat up approximately 500 square feet, depending on floor plan, windows, ceiling height, etc.

More Q&A's can be found here